Shipping – FAQ
Q: How do I return a product?
A: You require an authorization to return. Email us at firstname.lastname@example.org or email@example.com to receive the authorization. Returned merchandise must be new (never used) in the original packaging with the original tags. We will not accept / refund products that were used / damaged. Make sure to wrap the package / boots box and do not place the address label and postage label directly on the box (especially for footwear). You are responsible for the shipping charge to return the product. All returns are subject to a 20% restocking fee. See next question / answer for additional information about shipping costs.
Q: Who is responsible for the return shipping costs?
A: You are responsible. We do not refund the original shipping charge since we had to pay Canada Post to ship the original order. It is your responsibilty to ensure the package reaches us to receive a refund. If you do not ship with insurance and a tracking number, we have no way of confirming that the package was received by us. We cannot refund you if we do not receive the product back. If the package is lost on the way back, you are responsible for the loss. If you purchased insurance, Canada Post will refund you for the amount of the loss, up to the insurance amount you purchased.
Please take the value of the item in consideration before returning the product. If you want to return a $10 item and shipping is $20 to return it, it does not make much sense but it is your decision.
Q: What forms of payments do you accept?
A: We accept major credit cards as well as PayPal payments. You can also pay via Interac e-Transfer in our cart. The email address and other information required for the transfer will be provided to you in your order.
Q: When will the order be shipped?
A: We try to ship all orders the day after the order is received, as long as the items is in stock (we try to keep all items in stock). If the items is not currently in stock, we will e-mail you to let you know and to advise you when we expect to have the item in stock.
Q: Do you sell outside of Canada?
A: No we don’t. We only sell / ship to Canada.
Q: What domain names do you use?
A: Our old website was www.policesupplies.ca. We have now switched to our new, more modern www.911equipment.ca website that uses WordPress. NatPat Ltd is still the same company. The pages of our old website are still available and ask you to use our new website. In the near future, we will automatically redirect you to the new website.
Q: Do you have a retail location?
A: We do not have a retail location. We are strictly an online company. The local market size does not justify a retail location and the related costs. The savings are passed on to you, our customers.
Q: Do you have curbside pickup?
A: No, we don’t. Our insurance coverage does not allow for customer traffic at our location.
Q: How do I get warranty service on a product / item?
A: Warranties are provided directly by manufacturers and cover manufacturing defects only, they do not cover abuse or normal wear and tear. In most cases, defective items have to be returned directly to the manufacturers for inspection / review. The cost to ship the item to the manufacturer is your responsibility. The final decision is made by the manufacturer and we have no say in their final decision. All products should have a manufacturer warranty description included with the product. If you are unsure, contact us via email and we will assist you.