Frequently Asked Questions

GENERAL INFORMATION

Contact Information

LEGEAR Canada

Distributor of Law Enforcement & Military Products & Equipment

 

Mailing Address

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Customer Support/General Enquiries:

support@legear.com.ca

 

Explanation of Order Status

NEW

Your order has just been placed and has not yet begun processing with the Warehouse Team.

 

PICK

Your order has been paid in full and is now in the 1st stage of processing with our Warehouse and Logistics Team. We ship from multiple warehouse, usually to our distribution center and then out to you. Any item(s) or order(s) listed in Pick may not currently be in our Main distribution center, they need to be brought in from another LEGEAR warehouse.

 

PACK

Your order is in the 2nd stage of processing.
The item(s) are in stock and being packed for shipment with our Warehouse Team.

 

PENDING DISPATCH

We ship from multiple warehouses, usually to our distribution center and then out to you. Pending Dispatch means that part of your order has been dispatched separately and the remainder will be dispatched shortly.

 

DISPATCHED

Your order has completed the final stage of processing.

All products on your order have been shipped from our Warehouses and distribution center, and you have received an email with tracking details for your order.

 

Delivery Time

LEGEAR Canada acceptable delivery period is 7-14 business days after you have placed your order. LEGEAR ships and consolidates from various warehouses in order to offer you the widest range. We use multiple shipping carriers to deliver your products to you and you will receive an email when we dispatch your order. Tracking numbers can take up to 24 hours to become active.

 

ORDERING

When will my backorder arrive?

The duration that products are backordered depends upon the product and the manufacturer. In general items are backordered for less than 2 weeks, however in some instances, with high demand or difficult to obtain products, especially on items being purchased in high volume by government agencies. The estimated arrival date is not always known, but feel free to contact LEGEAR who will do their best to provide you with information.

 

Where is LEGEAR located? Can I pick up my order?

LEGEAR supplies products throughout Australia through our online store located at www.legear.com.ca. Please contact support@legear.com.ca for further information.

 

Can I check the status of my order online?

Yes, please log into your online account to check order status. If you are having difficulty logging in, or have any questions about your order, you can email us at support@legear.com.ca.

 

Can I pay via direct bank/ wire transfer?

No, we do not accept direct/wire transfer unless authorized to do so.

 

SHIPPING

How long it will take to receive my order?

We endeavor to process and ship all orders within 7-14 business days after you have placed your order. At times, we do experience delays when we have an influx of orders. If in doubt, please contact us to check availability.

 

Can I return an order?

We are happy to exchange or provide store credit for items in as-new, unused and original condition within 30 days of receiving the goods for incorrectly ordered sizes only (not for a change of style/color). They must be returned in the original packaging, with all tags attached, and in a re-sellable brand-new condition. Any marks or damage to the item or the packaging will mean the item will be returned to you, and no store credit or exchange will be given. A $14.99 reshipping fee applies for exchanges. If returning an item, you will need to obtain a copy of our Returns Form online or by emailing support@legear.com.ca. We cannot accept returns after 30 days, except in some cases in which an item is faulty and falls under warranty.

We will accept returns of faulty or defective items if they fall within the warranty period. Customers must contact LEGEAR prior to returning such items. If an item is faulty and we cannot supply a replacement or have the item repaired for you, you will be entitled to a refund or store credit. We will not provide a refund if the customer simply changes their mind or the customer finds the same item at lower price elsewhere after the purchase is complete.

All returns are subject to assessment. Refunds are at the sole discretion of LEGEAR and will only be given for pre-approved requests by contacting LEGEAR. All items must have been purchased through LEGEAR. We will not accept items not purchased from LEGEAR. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

What happens if my item is backorder?

If an item is temporarily out of stock at the time of purchase and is backordered, it is normally delivered to you within approximately 10 - 21 business days. LEGEAR reserves the right to take up to 90 days to supply the backordered item. We will accept cancellations for backordered items if you wish to have a store credit, refund, or alternative product. If in the unusual case an item is delayed longer than our 90 Day Acceptable Delivery Period, the order will be cancelled and Store Credit will be issued for the full value of the order, unless otherwise agreed upon by both parties. Store Credits do not expire and can be refunded if required.

 

How is my order shipped?

We ship most orders within Australia post, Australia Parcel and Toll Ipeg. Some exceptions may apply. Shipping rates are calculated depending on the weight of the parcel and distance of the shipment. Please contact us for further details.

 

Do you offer express shipping?

We do not have an express postage option currently available.

 

How much is the shipping costs/ freight costs?

All orders within Australia ship for a flat rate of $14.99 per order. We do not charge anything additional if your order requires multiple shipments (as your order may be dispatched from multiple locations).

 

RETURNS

How do I return products?

To return an item, you simply need to fill out a Returns Form with a legitimate reason for your return, and send it back to us with the products in as-new and resellable condition (all tags/packaging intact). If you simply change your mind or initially choose the wrong color, you may not return the goods. LEGEAR does not reimburse return shipping expenses on correctly shipped orders.

If you have received a faulty product or you believe you are entitled to a warranty repair/replacement for an item that is not working correctly, please contact us at support@legear.com.ca with some photos of the faulty product, as well as a description of the fault/defect. Our Customer Support staff will be in touch with instructions for your return.

All returns must have an filled out Returns form included in the box in order for it to be processed. Returns without a Returns form will be returned to sender. Returns with damaged packaging or that are not in resellable condition will be returned to sender.

 

What do I do if a product is damaged when I received it?

If you receive a package with damaged products, please contact LEGEAR within 72 hours. As a precaution we insure all packages for such events as when they are damaged in shipping and will ensure that you receive replacement products that are in new condition. As with all returns, an RMA must be included with the product that will be returned.

 

What it I received the wrong product?

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. We will work with you to correct the problem.

 

Why was my return package was sent back to me?

LEGEAR does not accept returns without a Return Merchandise Authorization (RMA) Form. All packages received at the LEGEAR returns warehouse without a Returns Form included in the box are returned to sender. This strict policy is necessary to ensure that exchanges, credits and refunds are done properly. Please review our Return Policy and contact customer service for more information about returning an order.

Returns form download link: Click here

 

SIZING GUIDE

What glove size am I?

Please view the chart below to estimate the best fit for your gloves. Please note: glove sizes will vary slightly depending on style and brands.

 

What boot size am I? What is the difference between AU and US sizes?

Most of our boots are sized in US Men’s sizes, unless otherwise specified. Please follow the chart below to determine your correct size. Please contact us by emailing support@legear.com.ca if you have further questions regarding your correct size.

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