*URGENT UPDATE: Due to the international response COVID-19 outbreak, there may be delays with various shipping couriers in terms of their delivery times. We will still remain operational and will continue send out your orders as quickly as we can. Stay cozy indoors, practice social distancing, and we'll keep working to get you good kit!*
All prices are in Canadian Dollars (CAD). We ship to most countries internationally, please check your shipping options at the Checkout page for more details. Shipping will be auto-calculated during checkout!
We make every effort to get stuff out to you as quickly and affordably as possible! However, we aren't a big ticket store and do our best with a very small team. Your order will typically be shipped within 2-3 days from when you place it. Orders tend to be shipped when we have packers scheduled to work on during the regular business week, and on Saturdays. We will also generally ship out far faster during sales or other high volume periods.
There will be variable shipment times, couriers and costs based off of where you live in the world, and how heavy your packed order physically is. Occasionally during sale periods or holidays, we will recieve a larger than volume of orders causing some delays in the shipment of your package. Shipping costs are automatically calculated at checkout, but if we discover drastic differences between what is calculated, and how much the actual cost is, we will make every effort to refund you the difference.
Orders made later in the week, or during the weekend will not be processed until the following week as most international couriers are not available during the weekend. International customers outside Canada or the USA may be charged additional customs or import fees.
All shipping rates you will be quoted with during the checkout screen include handling fees. Shipping costs may be reduced at the discretion of Fireforce Ventures on a case by case basis (ie. local deliveries in Calgary, merged orders). Once a tracking number has been provided for your order, your order will be shipped to the address that you have listed automatically.
We will manually make efforts to contact you and revise invalid addresses to prevent "return to senders" from happening, but this cannot be guaranteed especially as we process a high volume of orders with a small team. We highly recommend that for this reason, you double check the shipping address provided and contact us at [email protected] if any changes need to be made. We are not responsible for any additional shipping costs or delays caused by customer error including but not limited to failure to pickup, address input errors or
Items under a certain weight (ie. lighter objects, morale patches, etc.) will be shipped via an untracked envelope or small parcel. Tracking is typically not available for these smaller items. Expect anywhere from 2-4 weeks added from your shipping time if that is the case if within Canada or the United States. If you are placing an order for a small packet internationally outside of Canada or the United States, please expect a longer delivery time to take up to 6-8 weeks.
Any order placed and sent to an APO address, will be manually changed to shipping via Canada Post/EMS. Any excess costs for other shipping methods will be refunded once the package has been dispatched.
Fireforce Ventures will compensate you in full for return shipping costs should a product by improperly shipped, and will ensure that the exact product you ordered is shipped to you as quickly as possible - even at our expense if applicable. Despite our best efforts, we carry almost 500+ products in many different variations and mistakes (though uncommon) have happened in the past. If incorrect products are shipped to you, we will make every effort to ensure that the situation is rectified as quickly as possible.
Fireforce Ventures employees are held to a very high standard in regards to shipping out your order. Your package should arrive in full, packed effectively and with an included invoice signed by the employee who packed your order. All products should arrive in good order, with most apparel products saran wrapped and labelled as they are secured in the shipping envelope, poly-bag, or box. Feel free to make special requests on the comment section of your order and we will make every effort to fulfill it when your order is shipped out.
We make many efforts to ensure that our inventory is fully up to date, but inventory errors do happen. Backorders are not common, as we process almost 95% of our orders in full within 1-2 business days at our current rate of packaging orders. This includes all your products packed accurately and a completed tracking number provided. However, in the event your order includes a backordered product, there may be an additional delay of up to a week before you are contacted as we will make exhaustive efforts to confirm a backordered product. We will then advise you on options of partial shipments, full refunds, or an estimated wait time for the backordered product via email. You can email us at any time if there are additional delays with your order at [email protected].
Fireforce Ventures defines "military surplus" or "milsurp" explicitly as used apparel or equipment, that has be surplused out by a national military. We do not consider military apparel or equipment that was never issued by a national military (e.g South African Defence Force Shirts) to be military surplus.
All products that are marked as such as sold as is, and may be in various states and conditions depending on the environment it was previously used in. The product on the rare occasion may be defective and no longer serviceable, whereupon our returns policy would apply. This does not apply in the cases of:
- Colour fade within reason
- Loose threads
- Small stains, markings or thread burn marks
- Irregular stitching/repairs
- Small holes, or tears
- Items identified as "Grade 2" - These items may have significant tearing, fading, fraying or other abnormalities
With the exception of products labelled as Grade 2 (meaning they'll require a little more "love and care" to bring back into action, up to 1-3 hours of work), irregularities in milsurp can be expected but can easily be fixed up. Rule of thumb, if you can wear it in the bush, or hand sew it up under 2 minutes, it's still serviceable in our books, and it should be in yours too!
Order cancellations should be requested to us at [email protected] within 12 hours of your purchase, and we will refund you in full. If your order is not cancelled within this time frame, we will have to process your inquiry as a return as your product will likely have been prepared for shipment and dispatched. To be eligible for a refund for a cancelled order, the product must be returned to us at your expense.
Please do not return products to Fireforce Ventures before first contacting us at [email protected]. Returns will only be processed if we are contacted via email within 30 days of your purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging if applicable. For products identified as military surplus, it should be returned in the same condition that the product was received. We cannot process returns unless the physical product shipped to you has been returned. We try to process returns as quickly as possible, but there may be delays of up to 2 weeks as we review the circumstances of each individual case as thoroughly as possible.
Our return address is NOT our PO Box. Please check your email for correspondence before you return any packages to us to prevent any processing issues.
To complete your return, we require a receipt or proof of purchase. Exceptions can be made on a case by case basis, especially if your order has taken additional time to arrive due to slower international shipping.
There are certain situations where only partial refunds are granted:
- Evidence of wear, ripped tags, or open packaging if the product is new or unissued military surplus.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any items that were sized improperly by customer error (this would become an exchange)
- Any item that is returned more than 30 days after delivery.
You will be responsible for shipping your own item for returns, but Fireforce Ventures will not compensate you for shipping costs. Any products on closeout are not eligible for returns.
We only replace items with shipping compensation if they packed in error, defective or damaged.
If you need to initiate an exchange, send us an email at [email protected], we will provide you with a mailing address to send the item you need to exchange. We may request additional information and determine compensation on a case by case basis. We cannot process exchanges unless the physical product shipped to you has been returned.
Once your exchange is received and inspected, we will send you an email to notify you that we have received your returned item. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You will be responsible for shipping your own item for returns, but Fireforce Ventures will not compensate you for shipping costs.
Exceptions are made in the case of an incorrect product being shipped, in which we may ship you the correct product free of charge. In this case, it would be completely circumstantial based on availability and shipping conditions.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. After this, contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].