Frequently Asked Questions (FAQ)
Welcome to our FAQ. You'll find answers to the most common questions about ordering, delivery, returns, and payment. For anything not covered here, contact us at contact@surplus-tactical.com or +1 416 477 5214.
1. Where do you ship?
We currently ship throughout Canada. Our fulfilment partners are primarily located in Asia and ship directly to your Canadian address.
2. What are the shipping costs?
- Orders under CAD 69: flat rate CAD 5.99
- Orders CAD 69 and over: free shipping
3. How long does delivery take?
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Order cutoff: 12:00 noon Eastern Time. Orders placed after that time are processed the following business day.
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Handling: 3 to 5 business days
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Transit: 7 to 15 business days
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Total estimate: 10 to 20 business days from order confirmation to delivery.
4. Will I have to pay customs duties or taxes?
Most orders are not subject to customs duties or taxes when entering Canada because our fulfilment partners declare shipments below the de minimis thresholds (CAD 150 for duties, CAD 40 for taxes under CUSMA/USMCA for qualifying goods). In rare cases above these thresholds, the Canada Border Services Agency (CBSA) may assess duties or taxes; these charges are determined by CBSA and beyond our control.
For information on Canadian customs charges: cbsa-asfc.gc.ca or 1-800-461-9999.
5. How can I track my order?
Once your order ships you will receive an email with your tracking number. You can follow your package directly with the carrier. If you can't find the email, check your spam folder.
6. What payment methods do you accept?
We accept: Visa, Mastercard, American Express, Apple Pay, Shop Pay and PayPal. All payments are processed over a secure (SSL) connection. We never store your card details on our servers.
7. What if I receive a defective or incorrect item?
If you receive a defective item or an item that does not match your order, we will replace it or refund you at no extra cost. Contact us within 30 days of receipt at contact@surplus-tactical.com and send us photos of the issue. See our refund policy for full details.
8. Can I cancel my order after placing it?
Yes — you have 48 hours after placing your order to cancel it. Past that, the order is already in fulfilment and cannot be cancelled. Contact our customer service as quickly as possible.
9. What is your return policy?
You have 30 days from delivery to return your item. The product must be unused, in its original packaging, and without additional adhesive tape. All returns must be pre-authorized by our customer service. See our refund policy for the full procedure.
10. Who pays for return shipping?
- Defective product or our error: return shipping is on us.
- Change of mind: return shipping is at the customer's expense.
11. How long until I receive my refund?
After we receive and inspect your return, your refund is processed within 10 business days via your original payment method. The time for the refund to appear in your account depends on your bank.
12. Do you offer a product warranty?
Yes. We honour the consumer guarantees of your Canadian province or territory of residence (notably the Ontario Consumer Protection Act, 2002, the Quebec Consumer Protection Act, and the British Columbia Business Practices and Consumer Protection Act), and we offer an additional 30-day commercial return window from delivery. These statutory consumer rights cannot be waived by contract.
13. Do you accept B2B / wholesale orders?
Yes. Contact us at contact@surplus-tactical.com for B2B pricing and bulk-order arrangements.
14. Are these real military surplus items?
The products sold on this site are civilian items inspired by military designs, intended for collecting, outdoor, or recreational use. They are not active military or restricted items. It is your responsibility to verify and comply with all federal, provincial, and local laws regarding the items in your province or territory.
15. Do you have a physical store?
No. Surplus Tactical is an online-only retailer operated by FPFM SIA (registered in Latvia, Komercreģistrs No. 40203710743) serving customers across Canada.
16. How can I contact customer service?
Contact Information
Website editor: FPFM SIA
Trade name: Surplus Tactical
Address: Saulgožu iela 4 - 17, LV-1055 Rīga, Latvia
Email: contact@surplus-tactical.com
Phone (Canadian customer line): +1 416 477 5214
Customer service hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (Toronto)
Response time: We aim to respond within 48 business hours.
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