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Frequently Asked Questions
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   Need more information? Below you'll find the "frequently asked questions" we hear most often from our customers.
Answers
  • What is a Customer/Account Number?

    Your Account with The Gear Centre will have an Account number associated with it. This number can also be called your Customer ID number.  

  • Where can I find my Customer Number?

    Your Customer Number can be found on the Invoice, which is issued after we process your Order.

  • How do I login and log out of My Account?

    The Login/Register link is located at the right corner of the top red menu bar. When logging in to your Account, you will need your username and password. Your email address serves as your username. To log out of your Account, click Sign Out in the right corner of the top red menu bar.

    For your security, an online session will automatically end after thirty (30) minutes of inactivity.

  • How do I retrieve my username and/or password?

    Your username is the email address entered when the Account or User was created. If you forget your password, click Login/Register located in the top red menu bar, then go to the link located just above Sign In Securely. You will be prompted to enter your email address. We will then send you an email with a system-generated new password. The new password is encrypted, secure and unique to you. You will then be able to sign in to your account using your new password.

  • How do I edit or update my Account Profile?
     
    To edit or update your Account online, login and click My Account located in the red menu bar, found at the top of every page. Under Account Management, click Update and Edit Profile. Only the Primary Administrator is permitted to edit or update the Account. For assistance with editing or updating your Account profile, please contact Customer Service.
  • How do I add or delete a User on My Account?

    The Primary Administrator for the Account has the authority to add or delete Users.

    First, login and click My Account located in the red menu, found at the top of every page . Under Account Management, click Manage Users.

    To add a User, click the plus sign . Next, fill out the required fields and assign User Privileges.

    To delete a User, press Delete to the right of his or her name. A confirmation screen will appear to confirm deletion of the User. 

  • Who can access an Account?

    Only the Primary Administrator and assigned Users may access an Account. To ensure your information is secure, we encourage you to regularly update your password and promptly delete a User who is no longer authorized to access the Account.

  • How do I save items in my Shopping Cart?

    To save items in your Shopping Cart, click Save this Cart. You will input a unique name in the field provided and click the Save this Cart button. To access a saved cart, go to My Account. You can view, print or email a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with your purchase. Saved carts remain active for ninety (90) days and then are deleted from the Account.

  • Do you offer discounts on list prices?

    Existing Gear Centre Customers will see their prices after logging in to their Account. For New Customers who would like to review pricing and discount opportunities, please contact Customer Service to speak with one of our expert Business Development Managers.

  • How do I cancel an order?

    For an order not yet processed and shipped, contact Customer Service to make a request for cancellation. Special orders, large volume orders and custom orders may not be cancelled.

  • How can I save an order I have already started?

    To save items in your Shopping Cart, click Save this Cart. You will input a unique name in the field provided and click the Save this Cart button. To access a saved cart, go to My Account. You can view, print or email a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with purchase. Saved carts remain active for ninety (90) days and then are deleted from the Account.

  • How do I view my order history and past shipments?

    To view your order history and past shipments, login and click My Account, then go to view order history.

  • Who do I contact for product questions?
    If you have a question about any of our products, please contact your Sales Consultant or Customer Service for assistance.
    Didn't find what you're looking for? We can get it for you! Our team of product specialists will research multiple sources to get you exactly what you need for your business. 
  • How do I add items to a completed order?

    Items can be added to your purchase if the order has not yet been processed in the warehouse. Please contact Customer Service to find out if your order has shipped or if it remains open for new items to be added.

  • What is a backorder?

     

    A backorder is purchased product not immediately available for your order.  A backorder will remain open in our system until the item(s) are on hand and then shipped. You may contact Customer Service to request cancellation of a backorder item, up to the point when the shipment is processed.  Some backorder items are not eligible for cancellation.

    Please note that Special Order items will appear on back order on your order summary. Special and custom orders cannot be canceled.

     

  • When is a Handling Fee charged?

    Handling fees do not typically apply. However, some Manufacturers will charge fees for purchase quantities that do not meet their product line minimum, or for broken cases. When applicable, a Manufacturer's minimum order amount and fees are shown on the product page and are included in the total order charge in your Shopping Cart.

  • How do I place a Will Call order?

    Will Call orders are available only at our branch locations. To request Will Call for pick-up of your order at the Edmonton PDC, please contact Customer Service.

  • How do I locate my Order Number?

    Your Order Number will be in the order confirmation email that is sent after you have completed an online purchase. You may also locate your Order Number in My Account by clicking on View / Print Invoices. Your Order Number will be displayed on the Invoice along with other key order information.

  • How do I use a Purchase Order Number?

    You may enter a Purchase Order Number for your order on the Payment page in the Shopping Cart. Purchase Orders are only accepted for customers with negotiated account terms.

  • When is Sales Tax charged?

    The Gear Centre charges sales tax in accordance with local and federal laws. We will calculate and add the appropriate sales tax to your order total at checkout.

  • How do I apply for credit terms?

    To apply for credit terms with The Gear Centre, please fill out and submit the Application for Credit form. Once the form is received and reviewed, your Account will be set up with approved credit terms. The approximate turnaround time to process your request is 48 business hours.

  • How will I receive confirmation of credit approval?

    After you submit a credit application, please allow 48 business hours for turnaround. Once your Account is activated and ready for use, you will be notified via email. 

  • How do I pay for an order online?

    You may pay for your online order using your credit card or a Purchase Order with open terms on an active Gear Centre account.  For your convenience, we accept Debit, MasterCard, and Visa.  In the near future we will provide Customers with the option of using PayPal for payment of an order.

  • Why do charges appear on my credit card statement after I have canceled my order?

    For order cancellations, or for charges related to order cancellations, please contact Customer Service. We will be happy to resolve any issue for you.

  • Do you accept cash on delivery?

    No, The Gear Centre does not ship orders C. O. D. 

  • How can I receive assistance on my shipment?

    If you have questions regarding shipment of your order or if you need to make changes to the method of shipping selected during checkout, please contact Customer Service.

  • How do I find product warranty information?

    Some Manufacturers provide a limited warranty on select products. Please refer to the warranty information enclosed with a product, which details terms and conditions. Alternatively for Gear Centre remanufactured units our Light Duty Warranty Policy can be found here and our Heavy Duty Warranty Policy can be found here.  If you cannot locate warranty information in a shipment, or if you have questions regarding a product's warranty, please contact Customer Service.  

  • How do I view my Account's prices for products featured online?

    Prices for online products are competitively set and not available to the public.  Gear Centre customers with a registered account are eligible for exclusive discounts on items they regularly order. For these Customers, after logging in, online prices will reflect the pricing specific to the Account. 

  • How do I make a return?

    We want you to be 100% satisfied with your order. Should you have any concern with an item that you have purchased from us, please contact Customer Service for assistance. To request a return, please review our Return Policy.

  • Can I give a purchased item to a Delivery Driver to return?

    Our delivery drivers cannot take responsibility for product returns unless Customer Service has issued a Return Authorization Number and the driver is instructed to pick up the item from your place of business.

  • What do I do if my items are broken or damaged when I receive them?

    We take great care to have delivered goods counted and checked prior to shipping them.  Upon delivery of any package, do a careful examination for damaged or shorted items and make a notation on the Carrier's receipt. Please note that by giving the Carrier a signed receipt accepting the goods without notation of damage or shortage, you assume responsibility for the condition of the packaged items. Damages and shortages must be noted along with your signature. In order to receive a refund or exchange for damaged or shorted items, you must contact Customer Service within 48 hours of receipt. For more information, review our Return Policy.

  • How do I receive or accept a delivery?

    When delivering to a non-residential address, someone must be present to accept delivery of a shipment and sign the Bill of Lading. Before signing, please inspect all boxes/cartons and note all damages and discrepancies on the Bill of Lading and/or with the driver at time of delivery. All reports of damage and a request for return should be received no later than thirty (30) days after receipt of shipment. To return goods, please review our Return Policy and contact Customer Service.

  • What is my estimated delivery lead time?

    Your estimated arrival date is determined by the date of shipment from the distribution center and the shipping method you select at the time of checkout. Most In-Stock orders are shipped within 1 to 2 business days of receiving an order. 

    Shipments travel on normal business days. Please take into account Federal/Provincial holidays and possible inclement weather when placing your order. We will make every effort to deliver your order on the requested date.

     Shipping Method

     Order Date

    Normally Ships

    Estimated Arrival

    Standard Ground

    Monday - Friday

    1-2 Business Days

    2-7 Business Days

     Next Day Air

    Before 10am MST Mon-Fri

    Same Day

    Next Business Day

    After 10am MST Mon-Fri

    Next Day

    2 Business Days

     2nd Day Air

    Before 10am MST Mon-Fri

    Same Day

    2 Business Days

    After 10am MST Mon-Fri

    Next Day

    3 Business Days

     All Special Orders

     1-4 Weeks

     1-3 Business Days

     2-5 Weeks from Order Date

  • Where can I find my estimated delivery lead time?

    Once your order has been submitted, a confirmation email will be sent to you, which will include shipping and delivery lead time estimates. These estimates will also appear under "My Account". 

  • Do you offer rush shipping?

    Expedited shipping is available, including 2-Day and Next Day (with the addition of Saturday Air under certain circumstances). Orders must be submitted prior to 11:00am Mountain Standard Time in order to receive expedited delivery in the timeframe specified. Expedited orders placed after 11:00am Mountain Standard Time or on Saturday/Sunday normally ship the next business day. Some orders may be subject to verification of billing/shipping information and may therefore be delayed.

    The Gear Centre works tirelessly to have shipments arrive within the specified timeframe. During times of heavy order volume, expedited shipments may take longer to process. Therefore, we recommend you plan accordingly. To ensure delivery timeframes, order early during peak times and holidays, such as Easter, Thanksgiving, Christmas and New Year's, as well as when schools resume in late-August and mid-January.

  • How can I calculate my shipping costs?

    When placing your order, you may choose from several methods of shipment and you will be able to select the method and pricing that best fits your needs. 

  • What locations do you ship from?

    Stock orders ship from our various branches located across Canada. Shipping charges are automatically calculated from the point of origin. We reserve the right to ship certain products or orders directly to a customer from the manufacturer. In these cases, freight costs, if any, will be calculated using the manufacturer as the point of origin.

  • What destinations do you ship to?

    The Gear Centre currently ships to any public street address in Canada. Orders cannot be delivered to PO Boxes.

    In rare cases where the delivery company is not able to complete a delivery due to accessibility, we will attempt to notify you and help arrange for you to pick up the order at the carrier's nearest terminal. Orders may be held for reasons including, but not limited to, inaccessible destination address, incorrect contact information or an insufficient address. You will be responsible for any storage costs, redelivery charges or other fees that may result from holding the order at the terminal.

    Each order may only have one "ship to" address. If you require multiple "ship to" addresses, please order separately for each address. Minimum order and freight policies will apply to each order, and orders may not be combined.

  • What shipping methods do you use?

    The Gear Centre ships orders to both commercial and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. Businesses operated from a house, apartment or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees. 

  • Will I be charged for freight fees?

    Orders of free freight eligible products that subtotal under $250 that are shipping to the same address will be assessed freight and handling charges, unless otherwise indicated. When ordering factory direct items not stocked in our warehouse, a freight charge may be assessed in accordance with the freight chart. After you finish adding items to the Shopping Cart, you will receive Standard Ground and Expedited shipping options to best meet your needs. Though not standard, inside delivery is available for an additional fee. 

     

  • Will my shipment be split?

    Whether an order has split shipments depends on the items ordered and whether the product is stocked in our warehouse. In-Stock items ship from our warehouse within 48 business hours after the order is placed in the system. Factory Direct items ship from the Manufacturer and generally have a 10-14 day lead time.

  • What do I do if I receive a common carrier delivery?

    LTL Common Carrier delivery requires an adult signature at the time of delivery. It is that adult's responsibility to inspect the merchandise being delivered for damage or shortage. By signing for a shipment without notice of damage or shortage, you are accepting the product in good condition. Once the driver leaves with your signature, your ability to claim damage or shortage against the carrier is significantly reduced. Most claims against a carrier are denied if they have a free and clear delivery signature.

    It is also the responsibility of the Customer to have adequate help and any necessary equipment to receive product at the back of the delivery vehicle.

    Please be advised that The Gear Centre does not ship orders C. O. D. 

  • Do you ship internationally?

    At this time, we are unable to ship online orders internationally. If you have a freight forwarder, we can assist you with shipping to that address. Please contact Customer Service to check availability for these arrangements.

  • How do I contact The Gear Centre?
    You are welcome to contact The Gear Centre by way of phone, email or Live Chat, Monday - Friday 8:00 am - 5:00 pm MST.
  • How do I apply for a job and join the Gear Centre team?

    We welcome applicants who do their best work, and then strive to do even better. Join us and be an employee-owner of a company with a superior reputation, unwavering values, rich history and a powerful connection to its customers. If this sounds like a good fit for your future, visit our Career Center to view current job openings. Our online application process is easy to follow.

  • How can I request assistance from a Service Manager?

    The Gear Centre works with highly experienced service technicians. We can provide you with a referral or help arrange a consultation with a technician. Please contact Customer Service for more information.