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:

  1. 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.
  2. 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.
  3. 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. 
    1. If the package is still not found, we will provide a replacement.
  4. 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:

  1. Contact Customer Support: Reach out to our customer support team at customerservice@gearscanada.com with your order number and a description of the issue.
  2. 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.
  3. 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.

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Shipping rates

We offer free shipping within Canada on orders ≥ $99 and affordable shipping to the US. We also ship to the rest of the world using FedEx or Canada Post.

Here is a list of countries that we don't ship to:

  • Argentina
  • UK
  • Brazil
  • China
  • Countries in Africa
  • Yemen

Please note that Canada Post has recently classified certain items on our website as oversized. In combination with the recent spike in oil prices due to the war in Iran, this has unfortunately resulted in our inability to offer free shipping outside of Ontario on those items. If this applies to the item, we will mention it on the product page.

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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 determined by the freight carrier. We recommend downloading the Shop App to track your order(s). Gears Canada is not responsible for delays in transit after the freight carrier collects the product from our warehouse.

International Orders (Outside Canada)

Duties, taxes, and brokerage fees are the customer’s responsibility and must be paid for when placing the order online. Customers will be prompted to pay for duties during checkout so there shouldn't be any additional unexpected expenses in order to receive the parcel (we know what a nasty surprise those can be)!