Policy

SATISFACTION GUARANTEE

We're confident that when customers place an order with us, they will be satisfied with the quality of our products. However, if a customer is not happy with a particular product that falls under our return policy, they may return it with ease (please see our return policy for further details).

 

SHIPPING

 

Free Shipping 

Alpha Team Fire & Safety Inc. offers free shipping on orders over $100 before taxes for most of our products. However, for oversize items, Dangerous Goods or for shipments to specific remote locations that our shipping courier does not have easy access to, we may charge an additional fee. Please note that signature is required for delivery. 

For products that fall under the "Free Shipping”, Alpha Team Fire and Safety Inc is essentially paying for the shipping cost. In the event of a return, the customer will be responsible for the shipping fees back to Alpha Team Fire and Safety Inc and will be reimbursed the difference between the product price and the original shipping fee which was incurred. Please understand that free shipping is a cost that is incurred by Alpha Team Fire and Safety Inc as a gesture to help customers save. However, if customers receive a wrong or defective item, they will be reimbursed the entire amount.

 

PO Box 

Most of our products cannot be shipped to a P.O Box. We deal with each order on a case by case basis. If customers only have a P.O Box address there are solutions such as shipping to the nearest shipping courier station or an alternative address. Please give us a call for more information, as each situation varies.

 

Order Process 

Total Delivery Time = Processing Time + Shipping Time 

Honesty is the best policy, and we always strive to be as straightforward as possible. Typically, after a product is purchased, it takes 2-6 business days for customers to receive it (Canada-wide). However, some special-order products may require additional processing days plus 2-3 weeks shipping period (shipment may take longer if being shipped to a remote area). Please contact us regarding any questions at info@alphateamfire.ca.

 

Estimated Shipping Date 

The estimated shipping date is calculated by determining the time we obtain and package your products and adding that to the average courier speed based on shipping destination. During holiday seasons, please allow an extra 2-3 business days on top of the estimated shipping date due to the volume of orders being processed. Orders may arrive slightly earlier or slightly later than the estimated shipping date.

 

US Shipping 

US customers can order any product from our website. However, the customer will be charged in Canadian dollars. Customers will also be responsible for paying their individual state taxes on the purchase. Our system does not automatically calculate US tax rates into the price. You will be charged the appropriate tax rate after your order is placed (we will send you a follow-up email requesting payment of the tax). Your order will not be shipped out until this is paid.

 

RETURN/EXCHANGE 

 

Returns 

Extended Holiday Returns: Any product that is purchased between November 30, (current year) to December 31, (current year) may be returned or refunded until January 31, (following year). However, please note that all other standard rules of the regular 30-day return policy still apply. 

We have a 30-day return policy upon receipt as long as the product is not used, damaged or altered in any form. Dangerous Goods cannot be returned/exchanged under any circumstance. Customers only pay for the return shipping cost of the item and the cost of shipping we incurred when sending out the product initially. We will charge customers 20% restocking fee. 

Customers may contact us should they choose to return or exchange merchandise. This will prevent confusion and allow us to make arrangements for the merchandise to be returned. Returned merchandise must include all original packaging, paperwork, and must be packaged properly to avoid shipping damages. If the customer requests an order be re-shipped, the additional freight and handling charges will be the responsibility of the customer. Also, all shipping costs related to a return are the responsibility of the consumer. Returned merchandise that does not arrive in appropriate condition will not be refunded in full or at all. Customers should be sure they truly want something before placing an order.

 

Damaged, Defective, and Incorrect Products 

If a product arrives defective, damaged, or is incorrect, customers should contact our customer service department as soon as possible. They should thoroughly inspect the product, and if the product is damaged or faulty in any way they should not attempt to use or install the part! We are not responsible for any installation fees customers incur under any circumstances. 

Since every situation is different, our team will assess each case and will find a unique solution that will ultimately satisfy the needs of our customers. This may include a refund or replacement of the order depending on the customer's preference. Images of the damaged or defective product may be requested. Please note that shipping couriers do not cover small damages (minor cracks/hairline cracks) caused to fiberglass items during shipping.

Please note that it is the customer's responsibility to select the details when ordering a product. If the customer chooses the wrong information, they can return the product within 30 days, but they will be charged the initial shipping fee we paid to get the product to them plus the return shipping fee. Also, please be advised that items marked as "universal fit" do not necessarily fit every situation. It is solely the customer's responsibility to ensure that any items marked as "universal fit" actually fit. If customers order a universal product that doesn't fit their need (without confirming fitment with us), they may return it within 30 days but will be charged the initial shipping fee we paid to get the product to them plus the return shipping fee. On the other hand, Alpha Team Fire & Safety Inc. will take full responsibility for any incorrect information on the website regarding fitment and replace the item free of charge.

 

PRICING

 

Website Price 

On rare occasions, erroneous price or availability listings may appear on our website or independently operated affiliate sites. While we apologize for the inconvenience such an error may cause, Alpha Team Fire & Safety Inc. reserves the right to correct inaccuracies at any time, with or without notice, and update any related orders. 

Please be advised that when customers place an order, the credit card they provide will be charged immediately and not when the order is shipped out. This is because many of our products are build-to-order and therefore we need to receive payment to prevent loss from an order cancellation mid-build.

 

Currency Exchange 

Due to the volatility of the Canadian dollar, we might not be able to update all prices right away. When this happens, we may need to charge you additional money to complete an order that you placed (otherwise, we will be losing money on the order). The additional charges will only cover the cost of the product (we will not be making a profit on the sale). If you do not wish to pay the differences, we can cancel the order with no questions asked. You will be refunded to your original method of payment. 

 

ORDERS

 

Special Orders 

Under some unique circumstances, customer orders can qualify as a "special order". A product may be rare or unique, and therefore we may not have it in stock at the time of ordering. When an order qualifies as a "special order", we contact our sources directly and request the desired product. As we ship from several warehouses and distribution centers across the country, it is not possible for us to display our live inventory. 

For this reason, customers may not know if the order is a "special order" right away. Nevertheless, we always inform customers when their order qualifies as a "special order" before the order is placed and any payment is processed. The time it takes to deliver the product to the customer depends on the time it takes the manufacturer to build the product and send it to us (the customer will usually see the product at their door within 10-15 business days, but that may not always be the case). We try our very best to keep the customers updated throughout the entire process right up to the moment when the product is delivered to the customer. If the customer changes their mind and wishes to return the product, we will be unable to provide a refund as the product was not part of our initial inventory and had to be specially requested from the manufacturer. However, if a product arrives damaged or defective, we will replace the product with an equivalent without any additional costs.

 

Large Orders 

Some orders over $3000 cannot be fulfilled via credit card. If your order is over $3000 and cannot be accomplished via credit card, one of our representatives will contact you to arrange an alternative payment method. Please note that return policies for such orders may differ from our standard return policies (the representative will confirm the details with you if applicable).

 

Product Images 

Please note that product images do not always reflect the products included in the order as some product images are generic images provided by the manufacturer. Customers must ensure that the product they want is correct by referencing the part/SKU number. If customers order a product that doesn't look like what they expected, they may return the product within 30 days but will be charged the initial shipping fee that we paid to get the product to them plus the return shipping cost.

 

TAXES

 

Customers are not charged customs or duties for any products. Canadian customers may be required to pay Canadian taxes on particular products available on the www.alphateamfire.ca website. Once an item is processed through checkout, applicable tax rates are calculated according to the province inputted in the province field.

Canadian Tax Chart Rate

PEI 15%

Ontario 13%

Nova Scotia 15%

Newfoundland 15%

New Brunswick 15%

Quebec 14.975%

Saskatchewan 11%

Manitoba 13%

British Columbia 12% 

All Others 5% 

Taxes are not charged to any International or American customers. If customers have any questions or concerns, please contact Alpha Team Fire and Safety Inc. at info@alphateamfire.ca.

 

PRIVACY POLICY

 

Any information obtained from customers in the process of fulfilling orders will not be shared with any 3rd parties. Alpha Team Fire and Safety Inc. guarantees that all transactions placed on the website will be secured by McAfee SECURE SSL certificate as it is committed to keeping customers information confidential and secure. 

Alpha Team Fire and Safety Inc. is not responsible for the practices employed by websites linked to or from its website nor the information or content contained therein. Often links to other websites are provided solely as pointers to information on topics that may be useful to the users of the Alpha Team Fire and Safety Inc. website. Please remember that when customers use a link to go from Alpha Team Fire and Safety Inc. website to another website, Alpha Team Fire and Safety Inc. privacy policy is no longer in effect. Customer browsing and interaction on any other website, including websites which have a link to the Alpha Team Fire and Safety Inc. website, is subject to that website's own rules and policies. Please read over those rules and procedures before proceeding.

 

WARRANTY/LIABILITY 

 

All products sold by Alpha Team Fire and Safety Inc. are sold as is to the customer. Alpha Team Fire and Safety Inc. does NOT offer warranties on any of the products sold. Every product is protected by a standard manufacturer's warranty instead.

Alpha Team Fire and Safety Inc. is not liable for any damages or injuries resulting from using or installing the products purchased from our website. Due to strict government regulations, some products that we sell are considered Dangerous Goods. Follow material safety data sheets and all necessary documentation to ensure personal safety. Alterations of products are at the customer's discretion. Alpha Team Fire and Safety Inc. will not be responsible for the customer's actions.

 

COPYRIGHT/TRADEMARKS

 

All content included on this site, such as text, graphics, logos, button icons, images, audio clips and software, is the property of Alpha Team Fire and Safety Inc. or associated establishment, protected by Canadian and international copyright laws. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.