Order Information
ORDERING
Payment Options
We currently accept the following payment methods: Visa, MasterCard, Discover, American Express and PayPal.
Sales Tax
The appropriate GST/HST and PST will be calculated based upon your shipping address and displayed durring checkout.
Changing or Cancelling an Order
Unfortunately we are unable to guarantee that we can change or cancel an order after it has been placed, but we will do our very best to assist you.
If a purchase has not yet been shipped and you wish to make a change or cancellation, please call Customer Support as soon as possible after placing the order toll free at 1-514-325-0660 (option #3), Monday-Friday: 9:00 am – 4:30 pm EST (excluding holidays). Please ensure that you have your order number on hand as customer support will need this information to locate your order.
Order Processing
Understanding that our goal is to ship orders as quickly as possible, the processing of an order generally takes 1-2 business days after it is received. So, although we cannot guarantee next day processing, orders placed by 11:59 PM Eastern Standard Time are very likely to ship the following business day assuming that all ordered items are in stock. For order of 100 pieces or greater, please call Customer Support toll free at 1-514-325-0660 (option #4), Monday-Friday: 9:00 am – 4:30 pm EST (excluding holidays)
Credit Card Charges
Credit card charges will be processed at the time an order has been placed.
Pricing
All prices are quoted in Canadian currency and all orders must be transacted in Canadian currency. All prices of products are subject to change without notice. We make every effort to provide you the most accurate, up-to-the-minute information, however, some of the items on our web site may be mis-priced or no longer available at the time you place your order.
In the event a product is listed at an incorrect price, we have the right to refuse or cancel any orders placed for the product listed at the incorrect price. If an item's correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item's correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you so wish.
Coupon Code Policy
To maintain clarity and fairness in our promotional practices, we have established the following policy regarding the use of coupon codes.
- Only one coupon code can be applied per transaction.
- Two or more coupon codes cannot be used together on a single purchase.
Backorder Policy
All availability of products are subject to change without notice. Although we make every attempt to keep items in stock, occasionally items may become out of stock. If any item in your order is out of stock, we will contact you by email to notify you that the out of stock item was cancelled from your order. Since all orders are invoiced when shipped, if this out of stock item was the only item in your order, you will not be invoiced. If there were other in stock items in your order, you will be notified of this adjusted invoice amount.
RETURN POLICY
If you are not completely satisfied with your purchase from the SWISSGEAR.ca online store, you may return your unused item in its original packaging and hangtags still attached within 30 days of your order date for a refund of the original purchase price, minus shipping charges. To ensure credit, please make sure to have all paperwork, parts and accessories enclosed with the returning product. Please allow 14 business days for us to process your return.
Holiday Return Policy
If you are not completely satisfied with your purchase from the SWISSGEAR.ca online store, on any purchases made between November 1 - December 31. You may return your unused item for a refund of the original purchase price, minus shipping charges by January 31, of the preceding year. The item must be in its original packaging with the hangtag still attached. To ensure credit, please make sure to have all paperwork, parts and accessories enclosed with the returning product. Please allow 14 business days for us to process your return.
The Customer is responsible for the shipping fee on returns. The return shipping charges will be deducted from the refund amount except where defective or mis-shipped products are sent.
To process a return, a SWISSGEAR.ca return authorization number will be required. Click here or visit https://rma.swissgear.ca to begin the return process. Once there, you will need to enter your order number as well as the email address used to place the order.
As soon as the returned product has been received and processed at our return center, your original form of payment will be credited. Credit card companies vary on the time it takes for credits to appear on their customers' records, so please allow one or two billing cycles for the refund to appear on your statement.
Free Gift With Purchase
If your SWISSGEAR.ca order included a free gift with purchase, you MUST also return this item when returning your order. If you fail to return your free item, it's retail value will be deducted from your refund. As with all product returns, the item must be unused and in its original packaging.
Incorrect Shipping Addresses and Refused Delivery
In the event the customer provides an incorrect or partial shipping address when placing their order and it's returned by the carrier or if delivery is refused and returned to sender, SWISSGEAR will cancel the order and provide a full refund of the original purchase price, minus the shipping and handling charges.
Note that items purchased on www.SWISSGEAR.ca can only be returned to www.SWISSGEAR.ca.
Missing or Stolen Shipments
If you didn't receive your order but the shipping carrier is reporting that it has been delivered, please contact us as soon as possible. We will file a claim with the carrier who will perform a detailed investigation and potentially involve local law enforcement to recover your package. Upon completion of this investigation we will replace or refund your order as needed. Please allow up to 21 days for the completion of the investigation.
DOMESTIC SHIPPING
Shipping Methods & Delivery
SWISSGEAR.ca offers Purolator shipping within Canada. Purolator shipping services available are Purolator Ground and Purolator Express. Our Flat Rate Shipping option uses Purolator Ground service. Please note that Purolator Ground and Purolator Express only deliver Monday through Friday (excluding holidays). We are not responsible for shipping delays due to inclement weather and we do not issue refunds for shipping costs if a delivery date is missed.
Shipping Notification
When your order has shipped, you will receive a shipping notification email from us containing your tracking information. With this number, you will be able to monitor the progress of your package as it is in transit to you.
$5 Flat Rate Shipping
Flat rate Purolator Ground shipping will be calculated at $5.00 per item in your order. The cost for shipping will automatically be deducted at checkout for all eligible orders. Additional fees apply for expedited shipping. Free shipping and flat rate Purolator Ground shipping is not available for Yukon, Northwest Territories and Nunavut.
Free Standard Shipping
Free Purolator Ground shipping will be automatically applied at checkout for all eligible offers. Additional fees apply for expedited shipping. Free shipping is not available for Nunavut, Northwest Territories and Yukon.
