ORDER POLICIES

 Effective date: Jun 11, 2026

These Order Policies apply to product sales, online orders, shipping, pickups, returns, refunds, and cancellations.

Shipping Timelines

Shipping and delivery dates are estimates only.

Backland is not responsible for carrier delays, customs delays, weather delays, freight delays, border delays, missed delivery, missed delivery appointments, or other delays outside Backland’s reasonable control.

Oversized Freight

Some products require freight shipping.

The customer is responsible for ensuring the delivery location can safely receive oversized freight shipments, including required access, unloading equipment, liftgate service, forklift access, loading dock access, or other delivery requirements.

Unless expressly included in the quote or invoice, the customer is responsible for all additional freight and delivery fees. Quoted freight includes only the freight services expressly listed on the quote or invoice. Any delivery services, access requirements, or carrier charges not disclosed to Backland before quoting, not included in the quote or invoice, or added by the carrier before or after delivery are the customer’s responsibility. This may include liftgate or tailgate service, residential delivery, limited-access delivery, remote-area fees, appointment fees, redelivery fees, storage fees, waiting-time fees, reconsignment fees, and other carrier charges.

Additional carrier fees may be charged to the customer before or after delivery if they are assessed by the carrier.

Rejected or Refused Shipments 

If a customer refuses or rejects delivery without Backland’s prior written approval, or without a valid documented issue caused by Backland, the customer is responsible for all resulting costs.

These costs may include return shipping, re-shipping, carrier fees, redelivery fees, storage fees, brokerage fees, customs charges, insurance, and damage caused by additional handling.

If a shipment appears damaged on delivery, the customer should follow the Delivery Inspection process before refusing the shipment unless refusal is reasonably necessary due to severe damage or unsafe delivery conditions.

Backland will review refused or rejected shipments case by case. If refusal was required because of a confirmed Backland error or valid freight issue, Backland will determine the appropriate remedy.

Delivery Inspection

The customer must inspect all deliveries immediately upon receipt.

Shipping damage, missing items, incorrect items, packaging concerns, or visible product defects must be reported to Backland within 10 calendar days of delivery.

If a shipment appears damaged on delivery, the customer should notify the carrier immediately and ask the driver to note the damage on the delivery paperwork where possible.

The customer must keep all packaging, including boxes, padding, labels, pallets, and protective materials, until Backland confirms they are no longer required.

The customer must provide clear photos showing:

• the damaged packaging
• shipping labels
• any visible product damage or defect
• any incorrect item received
• the overall shipment condition

Photos and order details should be sent to shipping@backlandgear.com.

Failure to inspect promptly, keep packaging, provide photos, or report concerns within 10 calendar days may limit Backland’s ability to assist with missing-item, shipping-damage, or carrier claims.

Defective, damaged, or incorrect items must not be installed without Backland’s prior written approval. Installation of a product may be treated as acceptance of the product condition and may limit or void claims related to visible damage, defects, missing items, or incorrect items.

Duties, Tariffs & Import Costs

For shipments outside Canada, the customer is responsible for all duties, tariffs, brokerage fees, taxes, customs charges, and import-related costs.

Backland is not responsible for customs delays, border delays, seized shipments, or import restrictions.