Returns & Exchanges - Qualify
Step 1: DOES MY PURCHASE QUALIFY FOR RETURN/EXCHANGE?
Items That Do NOT Qualify for Refund/Exchange:
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Final Sale items such as: Clearance Items, Batteries, Garments Altered through our 911 Custom Shop, Special Order Items, Body Armor and Protective Equipment, or Hygienic Equipment (ie. ear molds, radio headsets, medical products, socks/undergarments)
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Items that have been used or are not in resalable condition such as: Garments Worn or Washed, Garments with tags removed, or Original Packaging not in resalable condition (In some cases for packaging issues a restocking or re-packaging fee may apply.)
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Garments covered in pet hair may be subject to restocking fees, or rejection of the garment and return at the customer's expense.
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Productspurchased more than 30 days ago do not qualify for return.
Should your item(s) not qualify under the criteria upon receipt and inspection, the item(s) will be returned to you at your expense. If there are any questions or concerns regarding return eligibility or policy, please contact us at sales@911supply.ca.
Step 2: Request a “Return Merchandise Authorization number”
HOW DO I GET MY RMA NUMBER?
Please beadvised we do not approve RMA Authorizations over the phone. All RMA Authorizations must be requested via email to sales@911supply.ca for tracking purposes.
1) For orders placed Online, by Phone, or Email – Please email us with your Name, Order Number/Invoice Number, and details of your return including reason for return-ie. Size/Fit, Incorrect Item Selected, did not suit your needs, exchange.
2) For Orders placed Instore- You can feel free to stop in at either our Calgary Location or Ottawa Location:
Calgary:
911 Supply
4327 Manhattan Rd SE
Calgary, AB T2G 4B1
Ottawa:
911 Supply
2194 Robertson Road
Ottawa ON K2H 9J5
If your Order# or Invoice# is not available or not able to be located, please contact us at sales@911supply.ca with your Name, Phone Number, and item info. We can look further into proof of purchase to complete your return/exchange.
Once approved, you will receive an email confirmation with shipping instructions. Please send your return withintwo weeks of the approval email to ensure that your RMA Requestremains valid and does not expire. If yourequire moretime let us know.
Step 3: Return/ship the product to the store
ARE THERE ANY CHARGES FOR RETURN?
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Original shipping charges are non-refundable.
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Return shipping charges are the customer’s responsibility- RMA Labels are not provided
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Exchange shipping is also the customer’s responsibility.
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Reshipping for denied or refused parcelsare the customer’s responsibility.
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Restocking fees or repackaging fees will only applyin specific situations.
Draft orders for the shipping charge on exchanges will be emailed through our secure checkout upon receipt of your return. Please contact us with any further questions or concerns.
INSTRUCTIONS FOR RETURNING VIA MAIL/COURIER
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All returns must have a pre-authorized RMA# this helps us ensure we know who is returning the item and why the item is being returned.
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Please include a photocopy of the receipt and/or RMA confirmation email, or include a note with the RMA#
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Please ensure customer contact information on the RMA or Receipt is correct.
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Please ensure the original packaging is securely wrapped or protected.Do not apply labeling directly to product packaging (ex- boots, wrap with paper or placed in box instead). Any damaged original boxes or packaging may be subject to a restocking fee of up to 25%.
Return shipments may be sentto:
Calgary:
911 Supply
4327 Manhattan Rd SE
Calgary, AB T2G 4B1
Ottawa:
911 Supply
2194 Robertson Road
Ottawa ON K2H 9J5
STEP 4: HOW SOON WILL I GET MY REFUND?
IN-STORE RETURNS
A refund will be processed to the original payment method attime of return. Orders originally paid via Debit or Cash must be refunded in person. Credit cards may take 3-7 business days to reflect on your statement.
SHIPPED RETURN
We aim to process returns within 3-5 business days of receipt, depending on return package volume. Returns will be reviewed then refunded to the original payment method used for purchase.