Step 1: DOES MY PURCHASE QUALIFY FOR RETURN/EXCHANGE?

Items That Do NOT Qualify for Refund/Exchange:

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)

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.)

Garments covered in pet hair may be subject to restocking fees, or rejection of the garment and return at the customer's expense.

Products purchased 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.

 

Step 2: Start your return in our Returns Portal

HOW DO I START MY RETURN?

Visit our Returns Portal and log in with your order number and email address. Select the item(s) you are returning, choose your reason for return (ie. Size/Fit, Incorrect Item Selected, did not suit your needs), and select a refund or exchange. Once your return is submitted, you will receive an email confirmation with shipping instructions. Please send your return within two weeks of submitting it so your return remains valid.

For orders placed in-store, you are also welcome to stop in at either our Calgary or Ottawa location:

Calgary:
911 Supply
4327 Manhattan Rd SE
Calgary, AB T2G 4B1

Ottawa:
911 Supply
2194 Robertson Road
Ottawa ON K2H 9J5

Start a Return or Exchange

 

FULFILLMENT ERROR OR SHIPPING CLAIM?

Both are handled in the same Returns Portal, but they are different:

Fulfillment error: A mistake on our end, such as receiving the wrong item, size, or colour, or an item missing from your order. Start a return in the portal and select the reason that best describes the issue. Our team will review it and make it right.

Shipping claim: A package that was damaged in transit, lost by the carrier, or stolen after delivery. If you added Package Protection at checkout, log in to the portal, choose the option to file a claim, select the affected item(s), and upload photos of any damage. Our team will review your claim and follow up by email. You do not need to ship anything back unless we ask you to.

 

Step 3: Return/ship the product to the store

ARE THERE ANY CHARGES FOR RETURN?

Original shipping charges are non-refundable.

Your return shipping options and any associated costs will be shown in the Returns Portal before you submit your return.

Reshipping for denied or refused parcels is the customer's responsibility.

Restocking fees or repackaging fees will only apply in specific situations.

 

INSTRUCTIONS FOR RETURNING VIA MAIL/COURIER

All online returns must be submitted through our Returns Portal before being shipped. This helps us know who is returning the item and why.

Please follow the shipping instructions in your return confirmation email and include a copy of that email or your order number in the package.

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 sent to:

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 at time 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 RETURNS

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. You can check the status of your return at any time in the Returns Portal.

 

QUESTIONS?

If you have additional questions about returns, exchanges, or claims, please contact us at sales@911supply.ca.