Shipping policy
Package Protection Policy
Overview
At GEARS, we prioritize the satisfaction and trust of our customers. To ensure a seamless and worry-free shopping experience, we have implemented a comprehensive Shipping Protection Policy. This policy covers potential issues that may arise during the shipping and delivery process, ensuring that our customers receive their products in perfect condition.
Coverage
Our Shipping Protection Policy includes coverage for the following situations:
- Damaged Packages: If your package arrives damaged, please contact us within 7 days of receiving the package with photographic evidence of the damage. Once damage is verified, we will provide a replacement.
- Lost Packages: If your package is lost in transit, please notify us within 30 days from the date of the shipment. We will work with our shipping partners to locate your package. If it cannot be found, we will provide a replacement.
- Stolen Packages: If your package is marked as delivered but you have not received it, please reach out to us within 7 days. We recommend that you choose a secure delivery location or arrange for someone to receive the product at the time of delivery. Please check with neighbours and look around your delivery area first.
- If the package is still not found, we will provide a replacement.
- Incorrect Items: If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of receiving your package. We will promptly send the correct item or provide a refund for the missing item. You may be required to ship back the incorrectly sent item using a pre-paid shipping label that we will provide.
Protection Fees
Shipping protection is charged at 3% of the order value, with a minimum fee of $2.50.
Filing a Claim
To file a claim under our Shipping Protection Policy, please follow these steps:
- Contact Customer Support: Reach out to our customer support team at customerservice@gearscanada.com with your order number and a description of the issue.
- Provide Evidence: For damaged packages, incorrect items, or missing items, please include clear photographs that show the problem. This helps us to resolve your claim quickly and efficiently.
- Resolution: Our team will review your claim and provide a resolution within 5 business days. Depending on the situation, we may offer a replacement (pending availability), a refund, or further assistance in locating your package.
Exclusions
Our Shipping Protection Policy does not cover:
- Packages that are delivered to an incorrect address due to customer error.
- Issues reported beyond the specified notification period.
- Packages that are undeliverable due to incorrect shipping information provided by the customer.
Customer Responsibilities
To ensure a smooth resolution process, we ask our customers to:
- Provide accurate shipping information at the time of purchase.
- Report any issues promptly within the specified timeframes.
- Cooperate with our customer support team and provide any necessary information or documentation.
Contact Information
For any questions or concerns regarding our Shipping Protection Policy, please contact our customer happiness team at customerservice@gearscanada.com
Thank you for choosing GEARS. We are committed to ensuring your satisfaction and delivering a top-notch shopping experience.
Note: This policy is subject to change without notice. Please refer to our website for the most current version.____________
Shipping rates
Free shipping within Canada on orders of $99 or more. Shipping to the United States is calculated at checkout with all US duties and taxes included, so there is nothing more to pay on delivery.
Some larger items are classed as oversized by Canada Post and cannot ship free outside Ontario. When that applies to an item, its product page says so.
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International orders (outside Canada and the US)
We ship to most countries with Canada Post and Chit Chats. At checkout you will see every tracked service we can offer to your address, each priced at what it costs us to send it, with the carrier and the typical delivery window in the name of the line.
Duties and taxes are not included in our prices for countries other than the United States. Your local customs office or postal carrier will charge any import duty, VAT or GST and a handling fee before delivery, and that amount is your responsibility. We declare every parcel honestly and cannot mark it as a gift or lower its value.
- Australia and New Zealand. Orders under A$1,000 or NZ$1,000 are not charged duty or GST at the border. New Zealand courier deliveries may carry a small government border levy (about NZ$2.50).
- United Kingdom. Orders of £135 or less will have UK VAT added at checkout once our UK VAT registration is complete, with nothing more to pay on delivery. Until then, and on orders over £135, Royal Mail or Parcelforce collects VAT and a handling fee before delivery.
- European Union and Norway. VAT, a small per-item customs duty and the carrier’s handling fee are collected on delivery. Postal charges vary by country.
- Everywhere else. Duties, taxes and any handling fee are collected on delivery by your carrier.
Signature on delivery. Canada Post Xpresspost International requires a signature. If you will not be home, choose another service or arrange for someone to sign.
Refused or unclaimed parcels. If a parcel is refused, or not collected or paid for at the border, it is not returned to us: Chit Chats and Canada Post Xpresspost dispose of it, and Canada Post Tracked Packet parcels come back to us at our cost. We cannot refund refused or unclaimed parcels. If you change your mind, accept the parcel and use the returns process below.
Batteries. Heated clothing batteries and battery kits cannot be shipped outside Canada and the United States by post. They will not appear in your cart from other countries.
Countries we cannot ship to. Germany, until our carrier confirms its duties-unpaid service (we expect to reopen it shortly). China, Singapore, Vietnam. Russia, Brazil, and a small number of territories our carriers do not serve; the checkout will tell you if your address is one of them.
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Returns from outside Canada
You can return an item within 30 days of delivery. You pay the return shipping to our warehouse in Mississauga, Ontario. We refund the price of the goods once they arrive in resalable condition; the original shipping charge is not refunded. Customers in the United Kingdom and the European Union also have the 14-day right of withdrawal under their local law, on the same terms. Faulty items are handled case by case under our warranty; contact customerservice@gearscanada.com first.
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Taxes
For orders within Canada, we collect taxes on shipping charges as follows:
| Province | Total tax collected |
|---|---|
| Alberta | 5% GST |
| British Columbia | 5% GST |
| Manitoba | 5% GST |
| New Brunswick | 15% HST |
| Newfoundland and Labrador | 15% HST |
| Nova Scotia | 15% HST |
| Northwest Territories | 5% GST |
| Nunavut | 5% GST |
| Ontario | 13% HST |
| Prince Edward Island | 15% HST |
| Quebec | 5% GST |
| Saskatchewan | 5% GST |
| Yukon | 5% GST |
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Shipping transit time
Transit time is set by the carrier and starts when the carrier collects the parcel from our warehouse. Track your order with the link in your shipping email or the Shop app.