Orders, Quotes & Shipping
REQUEST QUOTE vs SHOP ONLINE
REQUEST QUOTE: Use the Request Quote tool for any product. Your Regional Sales Manager will respond within 24 – 48 hours.
SHOP ONLINE: Select products are available for purchase through our online store.
To make a purchase, use the Add to Cart button to add selected items to your Cart, place an order and complete payment. You will receive an e-mail order confirmation as orders are successfully placed in our system.
If an item is Out of Stock, please use the Request Quote tool for information on earliest delivery. Please contact Customer Service via e-mail at info@fernocanada.ca or by phone at 800.543.3766 if you have any questions or require assistance.
DEALERS & RE-SELLERS
Ferno Canada dealers or re-seller who receive special pricing or volume discounts can use the Request Quote tool through our website. Your Regional Sales Manager will respond within 24 hours to assist you with your order.
ORDER PROCESSING
Orders are typically shipped within 2-4 business days after payment is processed. Ferno Canada will attempt to process order cancellation requests prior to shipment if able.
Customers will be notified via e-mail when their order is shipped, along with a tracking number, when available. To report a possible missing package, contact us at info@fernocanada.ca. Please allow 5 business days to pass before making a report.
SHIPPING
Ferno Canada ships to Canadian customers only.
Free shipping is available on orders greater than $500.00*.
*This offer does not apply to the Northern Territories (Yukon, Nunavut, Northwest)
All orders will be shipped by the most efficient and cost-effective ground transportation (Canada Post or UPS). Orders are shipped F.O.B. Mississauga, ON. Shipping charges are prepaid and will be added to the invoice. Airfreight or other special shipping arrangements can be made at the customer’s request. Special shipping charges are prepaid and will be added to the invoice. Special-order and out-of-stock items will be back-ordered and shipped as soon as possible; the customer will be notified of backorders.
RETURNS
Please report any shipment error immediately upon receipt by calling Ferno Canada Customer Service at 800.543.3766. If we make an error in filling or shipping your order, we will gladly rectify the mistake at no cost to you.
Prior to returning any merchandise, contact Ferno Canada Customer Service for a Return Material Authorization Number (RMA). To obtain the RMA number, please provide us with the invoice number and reason for the return.
Note: Returned merchandise must be sent freight prepaid and must be received in new and salable condition in original packaging. Items returned because of customer preference are subject to a 20% restocking fee. Certain items may not be returned for credit. Such items include sterilized items, rubber items, soft goods, harnesses, helmets, gloves, wearables, custom/special orders and items past 30 days since the date it was received.
Once you receive a return authorization you may return unused items along with all accessories, within 30 days for an exchange or refund. All items must be returned in original packaging and in new and saleable condition. Returned clothing items must be unworn.
Ferno Canada will not accept returned merchandise without a return authorization (RMA) number. This number must be posted in a conspicuous place on the outside of the package. Merchandise must include a copy of your invoice or packing slip.
Original shipping and handling charges are non-refundable. Please allow up to 2 weeks for credit for returned items.
Special or Custom orders are final sale and cannot not be returned.
DAMAGED PRODUCT
Claims for merchandise that is damaged during transit can be made by contacting Customer Service within 5 business days of receipt of goods. Customers may be contacted directly by the carrier service for further information. Please save all boxes and packing material until you have filed your claim.