Refund policy
Returns
Within 30 days of purchase, you are welcome to return your purchase for a full refund, not including shipping costs, provided your product doesn't meet the exclusion criteria for custom products below.
No returns or refunds are permitted for any product that is cut to a specific style, marked, engraved, labelled, or made custom.
To start a return, please email info@911dutygear.com
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If you have made a mistake on your order, or require a change, please call our support team as soon as possible at +1 (888) 681-0911, if you are unable to immediately reach us send an email or use the website Chat.
We are unable to change or offer refunds to orders that are already processed.
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Personalized orders or items that have been altered or personalized after purchase cannot be cancelled or returned. Orders can be cancelled by calling us immediately. Cancelled orders are classified in two ways. Orders shipped can be cancelled within 7 days of receiving the order. Return shipping costs are the responsibility of the customer unless we made an error on the shipping.
1) NOT Shipped and Cancelled: Orders in which the payments have been processed but not shipped will be subject to a 20% charge with a minimum $10.00. These charges cover the costs of processing fees, preparing, and cancelling the order.
2) Shipped and Cancelled or Returned: Orders that have been shipped will be subject to a 20% charge with a minimum charge of $10.00. Shipping charges paid by the customer to receive the original order will not be refunded. Any return shipping costs or any other costs incurred due to cancelled orders will be the responsibility of the customer.
3) Orders in which an error was made: Contact us either by phone or by email immediately. DO NOT SHIP back to us until you have spoken to us. If you ship back before speaking to us, we will not accept the parcel at the Post Office. DO NOT return items via Express Post or Priority Courier; we WILL NOT accept any parcels sent by either of these services.
Returning Items
DO NOT Return Parcels by EXPRESS POST or PRIORITY Courier or "Refusing" the Delivery
Please reach out to our Support Team to receive instructions on the return.
Items must be returned in new condition with original packaging within 30 days.
Incorrect Addresses
Parcels returned due to addresses being incorrect will be charged return shipping fees as Canada Post will return parcels incorrectly addressed to us and charge us the shipping costs associated with the return. Please check all order info after you have made the order to ensure the proper address has been given. The most common error in addresses is not giving apartment numbers, the second is an incorrect spelling of streets, and third is incorrect postal codes. We are NOT responsible for shipping parcels to incorrect addresses.
Please Note: We DO NOT refund shipping costs.
Once the item is shipped, the package is in the custody of Canada Post/ UPS/ Purolator/ Fedex/ USPS and outside of our control. Weather, transportation issues, customs delays etc can alter the delivery date.
Please ensure your address is correct in your order. A common mistake is that customers forget to put apartment, unit numbers or other details that aid in the delivery of the package. Please ensure your delivery address is correct when placing your order. If your address is not correct call us immediately so we can rectify this. If you wait until after the order is processed, there will be additional costs.
If your package is returned to us due to incorrect addressing on your part, you will be charged the Canada Post charges to return the package to us (cost of original shipping charge you paid to get the package to you) plus the amount to reship the package to you. If you originally paid $8.00 for shipping, Canada Post will charge $8.00 to return the parcel to us. We will then charge an additional $8.00 to re-ship the package to you. Your original shipping charge of $8.00 has now become $24.00 plus taxes.
Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
Additional non-returnable items:
Any product that is cut to a specific style, marked, engraved, labelled, printed, or made custom.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@911dutygear.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@911dutygear.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.