Delivery, Return & Refund Policy
SHIPPING & DELIVERY
We deliver products domestically and internationally using FedEx, Canada Post, Chit Chats and Asendia for International Shipments.
International shipping costs are influenced by the size and weight of the product and your location, exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout. We offer free International shipping on purchases over $100.
Canadian Domestic shipping is based on your location and Canada Post rates unless you spend $100, then shipping is free within Canada.
Orders are generally dispatched within 2 business days and shipping times are estimated at between 1-15 business days depending on your location. For International deliveries we use FedEx or Asendia based on your selection.
All duty & taxes charged by the destination country are at the customers expense. International orders can be tracked through the destination country postal service website using the tracking number provided.
HOW TO RETURN / EXCHANGE
1. For all returns please email firstname.lastname@example.org within 7 days of receiving your order to request your refund.
2. Include in your email the original order number & the items you are requesting to return / exchange.
3. Shipping costs are nonrefundable.
4. 3-Packs count as a single item. If you wish to return those you need to return the entire package.
TourGear Designs is committed to customer satisfaction. Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. There will be no refund of the original postage and return post is at your expense.
We suggest using Registered post with tracking as TourGear Designs can take no responsibility for lost or missing returned orders.
No exchange or refund on sale items unless product is faulty.
Unused items in original condition ( with tags) may be returned upon presentation of your original invoice up to 7 days after receiving your order.
You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn’t do what it is supposed to do.
TourGear Designs is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery time frames are between 3-10 business days within Canada, International delivery time frames differ for each Country; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a back order or a full refund.
I WANT TO CHANGE MY ORDER
We're able to make certain changes to your order, except for your Billing Address. If you want to add/remove items to your order you would need to contact us ASAP.
After the order has been fulfilled we can't make any changes. Afterwards you would need to place a new order.
NOTE: Any refunds we will process but any credit card processing fees are out of our control and solely on your credit card provider.
I GOT THE WRONG ITEM
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number
- The name(s) of the item you did not receive
- The name(s) of the item you received in it's place
- A clear photograph of the item you have received, including logo
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item(s) back to us.
ALL CLAIMS FOR ORDERS ARRIVING WITHOUT THE CORRECT/MISSING ITEMS MUST BE MADE WITHIN 7 DAY OF THE DELIVERY DATE.