Sales Policy

Our policies regarding refunds, exchanges, and returns.

Eligibility for Free Shipping:

  • Free shipping is offered for any order of CAD $200 or more before taxes, placed on novaforequipement.com and novaforequipment.com.
  • This offer is valid only for delivery addresses within Canada.

Restrictions on Oversized Items/Orders:

  • Oversized items/orders, with a total weight exceeding 50 lb, requiring freight shipping, are not eligible for free shipping.
  • Certain larger items may be eligible for free shipping for specific quantities (such as ropes). However, please note that restrictions may apply for larger quantities.

Exceptions for Certain Regions:

  • Shipments to remote locations such as Yukon, Northwest Territories, Nunavut, and other rural areas may be subject to restrictions and are not eligible for free shipping.
    • List of exception codes from Canada Post (table 9) here
    • List of exception regions for air freight here

Additional Conditions:

  • The free shipping offer does not apply during certain promotional events and in combination with certain discounts, notably Black Friday, Cyber Monday, and Novafor Days, unless otherwise stated.
  • Free shipping only applies to in-stock items, excluding clearance items.

Ordering Process:

  • To qualify for free shipping, your order must reach a total of CAD $200 or more before adding taxes, fees, or shipping charges.
  • Free shipping will be carried out via the standard shipping service of our chosen carrier, unless otherwise indicated.

Item Exclusions:

  • Certain items, such as oversized products, overweight items, hazardous materials, and items requiring special handling, are not eligible for the free shipping offer.
  • Items excluded from free shipping include: spray paints, bear spray, fire extinguishers, etc.

Modification Conditions:

  • The free shipping offer is subject to change without notice.

Return of Item/Order

  • The cost of returning products or orders is borne by the customer.
  • Before returning merchandise, please contact us at 450-818-2121 or 1-844-434-1166 to obtain a return authorization number and a copy of your invoice/delivery note. This packing slip MUST be printed and included with the return shipment to be processed. Customers are responsible for return shipping costs, unless you received a defective product or we sent the wrong item by mistake.

See our return policy for more details and the full list of exceptions.

Products displaying a clearance or promo badge cannot be returned, exchanged, or refunded unless they are defective.

If for any reason you are not satisfied with the equipment you purchased from us, we are happy to offer a 45-DAY return and/or exchange policy on most products, provided they remain in their original condition, in their original packaging, with tags, and unused.

Eligible items can be returned or exchanged in-store at any time during the 45-day return/exchange period. We are also happy to help you arrange return shipping if you cannot visit one of our physical locations.

Before returning merchandise, please complete the return form HERE to obtain a return authorization number and a copy of your invoice/delivery note. This packing slip MUST be printed and included with the return shipment for it to be processed. Customers are responsible for return shipping costs, unless you received a defective product or we sent the wrong item by mistake.

Refunds or exchanges may take 2 to 3 weeks to be completed.

The following items are exempt and cannot be returned or exchanged:

  • Fall protection and survival equipment
  • Special/custom orders
  • Clearance items
  • Out-of-stock items
  • Custom spliced items
  • Any item that has been washed, worn, used, or altered
  • Gift cards
  • First aid and health care products (i.e., reusable respirators, CPR masks, insect repellent, hand sanitizer, etc.)

No items can be returned or exchanged between December 22 and January 5. These dates will be deducted from the 45-day return window, if applicable, and will not impact it.

Please note that items cannot be returned after 45 days from the date of receipt. If there is an issue with your order, please inform us as soon as possible so we can try to resolve any issues to your satisfaction.

All shipping and customs fees are the responsibility of the customer.

While we support the manufacturer-guaranteed products we offer, some require that we physically return the product(s) to them for inspection before they authorize a refund, credit, or warranty replacement.

Any defective product must be returned to us at the customer’s expense upon request for visual assessment and examination.

If a returned product is deemed defective by the manufacturer, we will replace, credit, or repair it according to the manufacturer’s guidelines/instructions.

We accept no responsibility for the terms of the manufacturer’s warranties and/or their decisions regarding the replacement or refund of products covered by said warranties. We will not replace items until we are authorized to do so by the manufacturer. Therefore, immediate returns and exchanges at the counter for warranty items are not always available.

You can modify your order as long as it has not been completed by our team and left our warehouse. This option is only available by phone.

Contact our head office by phone to make the modification: 450-818-2121 or 1-844-434-1166.

Please note that due to the time required to modify your order, additional shipping and handling fees may apply.

Since we are based in Canada, international packages may be subject to duties and taxes. International buyers are responsible for all customs fees, taxes, tariffs, or duties imposed by their respective governments.

Additional clearance fees must be paid by the recipient. Import duties, taxes, and fees are not included in the item price or shipping charges. Please check your local customs website for more information.

Novafor Equipment has no control over these fees and cannot determine or predict what they may be.

Retail sales taxes apply to taxable orders based on the shipping destination. Our online ordering system can only apply exemptions based on the tax status of the goods, not the buyer. If you are eligible for a tax exemption that was not applied to your order, please file the applicable refund claim with your provincial tax office.

Sales taxes are collected on Canadian orders only; we do not collect tax on international orders (outside Canada).

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