Privacy policy

BACKLAND Expedition Gear Ltd. – Returns, Cancellations, Shipping & Import Policies

Please read this policy carefully before placing your order. By purchasing from BACKLAND Expedition Gear Ltd. (“BACKLAND” / “our”), you agree to the terms below.

1. Returns & Exchanges

  • The customer is responsible for all return shipping, packaging, customs, and related fees.
  • Returns must be initiated within 10 days from the date of purchase and approved by BACKLAND at our sole discretion.
  • Products must be unused, in new condition, and in original packaging. Items removed from original packaging are not eligible for return.
  • The original sales invoice must be included.
  • Immediate Inspection Required: All shipments must be inspected upon receipt. You have 10 days from delivery to report shipping errors or damages.
  • Returns will only be considered if the item was originally purchased directly from BACKLAND. If purchased from a dealer or third party, you must contact them directly.
  • Non-Returnable Items:
    • All custom orders (including but not limited to Pods, Indy Coating, paint finishes, or any custom modifications).
    • All installed items.
    • Clearance, final sale, and special-order products.
  • Restocking Fee: All approved returns are subject to a 5% restocking fee, deducted from the refund.
  • Return Shipping Responsibility & Condition: The customer is responsible for ensuring the product is packaged securely for return. Returned items remain the customer’s responsibility until received and inspected by BACKLAND. If a returned product is damaged in transit:
    • The customer is responsible for filing any damage claim with their chosen carrier, if insured.
    • BACKLAND will not process a refund until the damage claim is resolved.
    • If no claim is filed or insurance is not in place, the cost of repairs, or a reduction in resale value, will be deducted from the refund amount.
  • Refunds will be issued only to the original payment method and may take 1–2 weeks to appear on your statement.

2. Restocking, Cancellation & Custom Order Policy

  • Free Cancellation Window: Orders may be canceled within 24 hours at no charge.
  • After 24 Hours: A 5% processing fee will apply to all cancellations, including cases where an order has not shipped by the customer’s preferred date.
  • Custom Orders: All custom orders are final sale and cannot be canceled or refunded once placed. This includes, but is not limited to, ClimateCore PODS with a finish ordered or a window opening ordered, as production work may begin immediately.

3. Damaged Items in Transit & Insurance

At checkout, customers may choose whether to purchase shipping insurance.

  • If insurance is purchased: In the event of damage during transit, BACKLAND will provide a replacement in accordance with our warranty and shipping policies. Orders cannot be canceled or refunded due to shipping damage. If a customer refuses a replacement and requests a refund instead, they are responsible for returning the damaged item at their own expense before a refund is issued.
  • If insurance is declined: The customer accepts full responsibility for any loss or damage that occurs during transit. BACKLAND will not replace, repair, or refund uninsured shipments under any circumstances.

4. Shipping Timelines & Stock Availability

  • We aim to ship in-stock items within 3–5 business days.
  • Stock moves quickly and may sell out before your order is processed. If this occurs, your order will be queued and fulfilled in the order received once stock is replenished.
  • Custom orders have variable timelines depending on production schedules, material availability, and supplier lead times. If components are not in stock at the time of your order, production will begin once they arrive.
  • All ship dates are estimates only and are not guaranteed.
  • Choosing to cancel because an order did not ship by your personal timeline will still be subject to the standard cancellation policy and fees.

5. Customs Duties, Import Taxes & International Returns

  • Customer Responsibility: All customs duties, import taxes, tariffs, and brokerage fees charged by the importing country are not covered by BACKLAND and are the sole responsibility of the customer.
  • International Returns to BACKLAND (Alberta, Canada): If returning or exchanging goods from outside Canada, you must complete accurate customs documentation so the shipment is classified as “Returned Goods” and eligible for any applicable duty or tax relief.
  • Declared Value Requirement: Canadian customs law requires you to declare the item’s true value, even for returns. Declaring a value of $0 is prohibited and may result in customs penalties, shipment delays, or seizure.
  • Proof of Origin: Providing proof that the goods were originally exported from Canada, such as a sales invoice or export documentation, may help you avoid additional duties.
  • Customer Liability for Improper Declarations: If customs charges or penalties are billed to BACKLAND due to incorrect or incomplete documentation, these fees will be charged back to the customer. BACKLAND will not release the returned item or process any refund until these charges are settled.

6. Important Information for U.S. Shipments & Tariffs

Since BACKLAND is based in Canada and ships from Canada, U.S. customers are responsible for any import duties, taxes, tariffs, or fees charged by U.S. Customs and Border Protection (CBP). These charges are separate from your shipping costs and are not collected by BACKLAND.

Tariff rates and import fees may fluctuate. We recommend checking the most current information directly with U.S. Customs and Border Protection: U.S. Customs Duty Information.

We will always do our best to support you throughout the shipping process. However, BACKLAND is not responsible for any losses, product costs, or shipping refunds if a package is seized, destroyed, or returned to Canada by U.S. Customs.

If a shipment is refused due to unexpected customs charges, a refund will only be issued if the item is returned in original condition. BACKLAND will not be responsible for any shipping or other fees associated with the return of the goods to us.

In the event of an order cancellation or return, our standard return policy and restocking fee policy will apply. For full details, please review our return policy above.

If you have any questions about shipping or customs, contact us at shipping@backlandgear.com — we’re here to help.