FAQs
Shipping FAQs
Do you ship internationally?
Yes. While our online checkout currently supports Canadian addresses only, we do ship worldwide.
International and commercial orders require export documentation, shipping verification, and accurate quoting, so they must be placed manually.
To place an international order, email us at hello@canadianoptics.com with your location and the products you want. Our team will provide:
- A detailed product quote
- International shipping options
- Estimated delivery timelines
- Any required export or customs documentation
Once approved, your order will be prepared and shipped directly from our warehouse.
How are shipping costs calculated?
Shipping costs are based on the weight, size, and destination of your package.
You pay the same shipping rate we pay — no markup, no hidden charges, and no handling fees. Just transparent, pass‑through shipping from our warehouse to you.
Which carriers do you use?
We ship using UPS, Purolator, or Canada Post Expedited, with tracking and insurance included on all orders.
When will my order ship?
Most orders ship within 2 business days after payment is processed.
A tracking number will be emailed to you as soon as the shipment leaves our warehouse.
Do you offer free shipping?
Yes. Orders over CAD $300 (before tax) qualify for free shipping anywhere in Canada.
Payment FAQs
What payment methods do you accept?
Visa, MasterCard, American Express, Interac, Shop Pay,
What currency are prices listed in?
All prices are in Canadian Dollars (CAD).
Is my payment secure?
Yes. Payments are processed through Shopify’s secure checkout using industry-standard encryption and fraud protection.
Order FAQs
How do I track my order?
A tracking number will be emailed to you once your order ships.
Can I change or cancel my order after placing it?
Contact us right away at support@canadianoptics.com—we’re here to help and will do everything we can to adjust your order before it ships.
What if an item is out of stock?
Send us an email at support@canadianoptics.com—we’ll confirm restock timing and make sure you get what you need as soon as possible.
Returns & Refunds FAQs
What is your return window?
Unless otherwise stated, you have 30 days after delivery to request a return.
How do I start a return?
Email support@canadianoptics.com with your order number and reason for return. We’ll guide you through the process and make it as easy as possible.
Who pays for return shipping?
If the return is due to our error (e.g., wrong item shipped, defective on arrival), we’ll provide a prepaid label. For all other returns (e.g., change of mind), you pay return shipping.
Do you charge restocking fees?
No, we do not charge restocking fees.
How long do refunds take?
Approved refunds are processed within 10 business days to your original payment method. If more than 15 business days have passed since approval, please contact us—we’ll check the status and make sure everything is resolved quickly.
Do you accept returns for body armour or thermal optics?
Yes, provided they meet eligibility criteria and compliance checks. Body armour returns require documentation under the Alberta Body Armour Control Act. If you’re unsure, reach out—we’ll walk you through the steps.
Damages & Issues FAQs
What if my item arrives damaged?
Email us immediately at support@canadianoptics.com—we’ll take care of it. For shipping box damage, include photos within 1 business day of delivery.
What if I received the wrong item?
Contact us right away—we’ll fix the issue at no cost to you.
Verification FAQs (Body Armour Compliance)
What documentation do I need to provide when purchasing body armour?
Most customers simply email a clear photo of their PAL/RPAL and a government-issued photo ID (e.g., driver’s licence) to verification@canadianoptics.com. If you have questions, don’t hesitate to reach out—we’re happy to help. More details and step-by-step instructions are available in our Verification Guide.
Why do you need photo ID?
It confirms your identity and matches your order details. This is standard compliance practice.
What if I don’t have a PAL/RPAL? (Alberta exemptions)
You may qualify for an exemption if you are: A performer in an exhibition, stampede, rodeo, fair, or sporting event; Engaged in farming or ranching operations; A public officer; Working directly with police officers where armour is required by policy. If you qualify, email verification@canadianoptics.com with proof of exemption (e.g., employer letter, contract, event credential) plus photo ID. Not sure what to send? Contact us—we’ll guide you through it. More details and templates are available in our Verification Guide.
I’m unsure about compliance in my province. Can you help?
Absolutely—email support@canadianoptics.com and we’ll answer your questions.
Privacy
Your documents are used only for legal compliance and deleted after verification. See our Privacy Policy for details.
Warranty & Product Support
Do products come with a warranty?
Products with a warranty will have details listed on the product page.
How do I initiate a warranty request?
Email support@canadianoptics.com—we’ll make sure your warranty claim is handled quickly and smoothly.
Contact & Support
Business Hours
Weekdays 9:00 AM – 5:00 PM MST
Response Time
ASAP or within 2 business days
support@canadianoptics.com. We’re always happy to help—whether you have a question, need assistance, or just want advice, reach out anytime.