*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 business 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.
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. If an international DHL shipment is far more expensive that we initially projected, we will ship your package via a comparable service which will be reflected when you recieve tracking information.
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, international DHL 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 or address input failures.
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. If you selected a "No-Tracking" option, you will receive automatically number which may be marked as a tracking number. This is not a tracking number, this is a transaction number. 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 1-3 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. Products labelled as supergrade are generally in new or like new condition, but have indeed been issued by a military previously. Regardless of the product, we advise all products be washed before being worn. 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 unless otherwise stated in the product terms. We will refund you in full if you make the request if it is in keeping with the purchase terms. 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.
We request that customers do not initiate credit card chargebacks without first contacting us as we make extra efforts to honour every cancellation request. If a credit card chargeback attempt be made, we reserve the right to despite it and halt shipment on your order. If the product was already shipped by the time we received a decision on a credit card chargeback dispute, we reserve the right to invoice you for the full purchase order price.
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.
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 a product has first been returned to us. Please provide a dispatch an order with a tracking or transaction number within 30 days of our email acknowledgement that we can provide a refund. We can only guarantee products are held in reserve for requested exchanges for 30 days, unless there are delays caused by shipping couriers.
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 depending on your bank.
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.
Please be patient as there is often some processing time before a refund is posted, sometimes taking up to 2 weeks in our experience.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Invoices may be sent to you by Fireforce Ventures via a payment processor with attached invoice information about the details of what is owed. It is the responsibility to pay invoices in the time allotted, which will be agreed upon before the invoice is sent. We will make every effort to accommodate for any invoice revisions or late payments. Additionally, we will make every effort to contact you either via email or your listed phone number about invoices owed. However, if you invoice is not paid within the timeframe and late payment requests are not honored, we reserve the right to forward the invoice to a 3rd party collection agency and/or local law enforcement.
As pre-order products are not physically in our possession, they sometimes not subject to the same shipment terms as regular orders.
At Fireforce Ventures, we define any product that we have stocked on this webstore but is not physically ready to ship as a "pre-order". We make every effort to communicate as much information as possible including payment/shipment terms for any products identified as a pre-order. Buy purchasing a pre-order from Fireforce Ventures, you consent to all of the associated sales terms with the associated product(s) including but not limited to cancellation policies, size changes, exchange requests, and the estimated time of delivery. In the interests of transparency, we will always make every effort to communicate as much information as possible about a pre-order product.
If a pre-order product is indicated as "out of stock" or "coming soon", that means we don't have it on hand or have sold out. Each pre-order product is generally very unique and requires special attention from us. The intensive production needs and capital required for each pre-order product prevent us from giving any ETAs on when pre-orders will be available.
Service Misuse & Refusal
We fully believe and support freedom of speech, but we have a vested interested in protecting the very existence of our business as there have been many attempts to de-platform and de-monetize us. As such, we reserve the right to refuse service to customs who display conduct considered to be a "misuse of service". We characterize "misuse of service" here at Fireforce Ventures as follows:
- Contacting Fireforce Ventures staff or proprietors with hostile behavior that is abusive in nature, and/or intends to degrade an individual based on personal attributes, including age, race, nationality, disability, family status, religion, gender, or sexual orientation.
- Affiliating a third-party organization such as a political party or advocacy group with Fireforce Ventures if there is no legal or business connection.
- Conducting any fraudulent or deceptive practices while conducting any business with Fireforce Ventures.
- Defamatory comments on erroneous grounds about the nature of the business conducted at Fireforce Ventures, and/or products offered at Fireforce Ventures.
We reserve the right to refuse service to any individuals who have exercised the above behaviors. This includes everything from order cancellations to temporary/permanent bans from accessing our website, social media, or Buyer's Club platforms.