Shipping policy

BACKLAND Expedition Gear

Please take the time to carefully read through this important information.

Thank you for considering BACKLAND Expedition Gear Ltd. (“BACKLAND” / “our”) products.

SHIPPING POLICIES AND RETURNS

Insurance

Please note that insurance is included in your shipping cost, and a signature from an adult will be required by the carrier at delivery.

However, if you choose to decline the signature requirement, please be aware that BACKLAND E.G. will not be responsible for any damage, loss, or theft of your shipment. For your own protection, we highly recommend keeping the insurance and making sure someone is available to receive your shipment.

If the carrier makes a delivery attempt and you do not receive the shipment, it is your responsibility to make necessary arrangements with the carrier. BACKLAND will not handle these arrangements or be held responsible for missed deliveries or any additional fees for your shipment. If the shipment is returned to sender due to missed deliveries, the client/receiver will be charged associated fees and a restocking fee.

Transit Time

Transit time is never fully guaranteed in shipping. Transit times are impacted by dynamic variables. The more you know about cross-border shipping, reliability, routes, weather, traffic, availability, loading and unloading times, the better you can see why this is estimated and not guaranteed. If a customer chooses to cancel or return due to transit delays, cancellation fees, as well as all shipping and customs fees, will be the responsibility of the client.

Upon Delivery

To ensure your satisfaction with our products, please follow these guidelines upon receiving your order:

  • Immediate Inspection Required: Inspect all items upon receipt. You have 10 days from delivery to report shipping errors or damages.
  • Reporting Damaged Goods: If a package appears damaged, immediately notify the freight company and ask the driver to document it.
  • Preservation of Packaging: Keep all original packaging, including the box and padding, to assist in any claims.
  • Photographic Evidence: Email photos and a description of any discrepancies or defects to shipping@backlandgear.com.
  • Installation Advisory: Do not install defective or incorrect items. Installation signifies acceptance and voids claim eligibility.

Warranty

Product warranties cover either repairs or replacement of defective parts, depending on availability, with current versions. In the rare case that a product is no longer being produced, we will make reasonable efforts to resolve any problems. If the product is beyond repair or replacement and is no longer available, store credit will be provided.

The manufacturer is responsible for the warranty of third-party products sold by BACKLAND or on their website. Customers should reach out directly to the respective companies for any warranty concerns.

Please note that while we strive to deliver products in excellent condition, minor cosmetic damage may occur during shipping. In these cases, our customer service team will determine the appropriate course of action. We do not offer remedies for cosmetic damage that does not affect the functionality of the product and is in an area that is not visible to the customer. Return shipping costs are the responsibility of the customer. All returns and warranties are subject to approval by BACKLAND.

To make a claim, please contact info@backlandgear.com.

Returns and Exchanges

We accept returns within 30 days of the purchase date. The product must be in new condition upon return to our facility. Please note that any parts that have been used or installed are not eligible for return. This includes all products that have been drilled or modified, such as aluminum boxes used for mounting.

The customer is responsible for return shipping. BACKLAND has sole discretion over returns and warranties.

  • Returns on purchased products must be initiated within 30 days from the date of purchase.
  • Items should be in unused, new condition, and in the original packaging. Items removed from the original packaging are not eligible for returns. The return must be accompanied by the original sales invoice.
  • Custom products and services are non-returnable, but are covered by our manufacturer’s warranty. The following items are not eligible for returns: any customized or special order items (e.g. Pods, Indy Coating, Paint, G.O.A.T. Bumpers), as well as installed items. Note: All Pods sales are final, as they are made-to-order items.
  • Returns will only be considered if originally purchased from BACKLAND. If you purchased the product through a third party, you must submit your request through them.
  • Clearance, final sale, and special order products are non-returnable.
  • The purchaser is responsible for all shipping fees associated with the return.
  • All returns may be subject to a 5% restocking fee, which will be deducted from the reimbursement amount.
  • Any damage claims that may need to be made on returned items will be the responsibility of the customer.

Once the item has been returned, inspected, and approved, a credit will only be issued to the credit card used on the original payment. This may take a week or two to show up on your statement.

The decision to accept returns and determine what qualifies as an error or defect is at BACKLAND’s sole discretion. In the case of a mistake or manufacturing defect, BACKLAND will cover the cost of return shipping.

Please note that returns are not permitted for any products that are customized or have custom colour on our standard merchandise. Once an order has been submitted for a custom order and production has begun, it cannot be canceled.

The decision to accept returns unrelated to manufacturing issues lies solely with BACKLAND and is subject to their discretion.

In the case of an approved return, the customer will be responsible for packaging, insurance, and shipping charges. All returns may be subject to a 5% restocking fee.

The BACKLAND warehouse team will process all refunds after receiving the product in like-new condition and free from damage.

Please email info@backlandgear.com for a return authorization before shipping.

BACKLAND is not responsible for packages that are lost or stolen after being marked delivered or signed for. However, our team will make every effort to assist the customer in locating the packages.

Minor updates and alterations may be made to designs by BACKLAND’s team as needed. As a result, images shown may not reflect exact current products available.

Per the merchant’s instructions, please note that any alterations, harm, or drilling done to a vehicle for the purpose of installing or utilizing a BACKLAND product or any other third-party products are the sole responsibility of the vehicle owner. In the event of a return, BACKLAND will not offer any reimbursement, compensation, repairs, or other forms of recourse for a modified vehicle.

Returns

BACKLAND Expedition Gear Return Policy:

  • Returns require your order number.
  • Visit our website at https://backlandgear.com/policies/refund-policy for return policies and to initiate a return.
  • Items must be in original packaging for returns.
  • No returns after 10 days or for items under $30.00.
  • 5% restocking fee for non-error returns.

BACKLAND Expedition Gear
Bay 1 & 3, 1 Fisher Crescent
Okotoks, Alberta, Canada
T1S 1B5

Restocking Fee

All returns may be subject to a 5% restocking fee, which will be deducted from the reimbursement amount.

Order Cancellation Credit Card Processing Fee

Please be aware that if you decide to cancel your order after 24 hours of placing it, BACKLAND will not be able to recoup the fees associated with processing the transaction. Due to the high cost of our products, fees may reach hundreds of dollars. As a result, we only offer free cancellation within the first 24 hours. After this timeframe, a 5% processing fee will apply to all cancellations.

Shipping & Damage Claims

Upon Delivery

To ensure your satisfaction with our products, please follow these guidelines upon receiving your order:

  • Immediate Inspection Required: Inspect all items upon receipt. You have 10 days from delivery to report shipping errors or damages.
  • Reporting Damaged Goods: If a package appears damaged, immediately notify the freight company and ask the driver to document it.
  • Preservation of Packaging: Keep all original packaging, including the box and padding, to assist in any claims.
  • Photographic Evidence: Email photos and a description of any discrepancies or defects to shipping@backlandgear.com.
  • Installation Advisory: Do not install defective or incorrect items. Installation signifies acceptance and voids claim eligibility.

BACKLAND Expedition Gear Ltd. takes pride in our high-quality packaging for shipping.

However, please note that unexpected events or natural disasters during transit may impact the condition of your products. While accepting your delivery, please thoroughly inspect the entire pallet/package for any damage. By signing the delivery receipt, you are acknowledging that the parcel arrived in good condition.

In the case of damage, please document it with pictures and inspect the package with the delivery agent before contacting us. If your package arrives damaged, it is your responsibility to file a claim with the carrier and provide pictures of the packaging and damaged items. Do not accept the goods without filing a claim, as this will void any future claim requests. Do not ask for a repair or replacement until instructed by BACKLAND. We will not initiate any claims with carriers. It is the customer’s responsibility to inspect items upon arrival and initiate a claim with the driver. If a claim is not filed upon delivery, BACKLAND will not be able to provide compensation.

Customers Outside of Canada:

Please note that customs duty fees are not covered by BACKLAND Expedition Gear Ltd., as they are sales taxes and import charges assessed by your government.