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Customer Support

Ordering
1. Do I need to register for an account when I place an order for the first time?
2. How do I cancel or change an order that I placed?
3. What kind of payment methods do you accept?
4. What kind of sales taxes will be incurred on my purchases?
5. How do I track the order that I placed?
6. What do I do if I never receive the order that I placed?

Privacy & Security
1. How do you treat my personal information that is collected through your website?
2. What kind of online shopping system do you use and is it safe for handling my personal information?

Shipping
1. How long does it take to process my order?
2. How long does it take for the order to ship to my place?
3. How long does it take to ship an international order?

Returns & Exchanges
1. How do I return or refund a product that I purchased?
2. Who is responsible for the shipping and handling costs of product returns or refunds?

 

No Obligation To Sell Mispriced Products Or Services

Pre-Order Policy
Pre-Order Policy

Special Program Discounts
Discounts for Federal / Local Law Enforcement and Active Canada/US Military Personnel


Ordering

 1. Do I need to register for an account when I place an order for the first time?
No, you can place an order without registering for an account. However, as a part of the ordering process, an account will be created for you for the ease of placing your future orders. Please note down the e-mail address and password you have provided us, in order to log in to your account to place your future orders. Having an account with us will make the ordering and shipping process much easier and smoother.

 2. How do I cancel or change an order that I placed?
All credit card and Paypal orders are processed immediately. You may cancel your order online, or one of the following: 
- one hour within the time you placed the order; 
- before receiving an order processing or shipping confirmation email from us. 
Once we begin processing your order, you will not be able to cancel it online. At this point the order has been processed and shipping arrangements have already been made. To cancel or change an order after its processing has started, send us an email or call our warehouse office. You can do so by sending us an online or offline chat message or phoning us at 604-998-7071. Please note that a 2%-5% surcharge may be applied to cancel an order that has begun processing.

 3. What kind of payment methods do you accept?
Payments may be made with Cash, Credit Card (
Visa, MasterCard, American Express, Discover, JCB, Diner's Club and EnRoute. ), Debit Card (with either a Visa or MasterCard logo are supported and treated just like a credit card), PayPal or EMT(refer link).  EMT is a much preferred method as it is easy and it saves us both time and money! The EMT address to use is: orders@brandonoptics.com

Card types that are currently not compatible with PayPal Merchant Services are:

  • Procurement and private label credit cards (such as a department store credit card).
  • Debit cards requiring a numeric password and pin-pad for entry.
Please note that your billing address will have to match with the address that your credit card is registered with, otherwise, the order will not process successfully. Under special circumstances that you are placing an order as a gift for someone or shipping the product to an address other than your home address, such as your work address, please do not hesitate to send us an email or call our warehouse office. You can do so by sending us an online or offline chat message or phoning us at 604-998-7071. We will be happy to accommodate your needs.

 4. What kind of sales taxes will be incurred on my purchases?
Goods and Services Tax (GST) will be charged to all orders placed within Canada. GST as well as the Provincial Sales Taxes (PST) will be charged to all orders placed within British Columbia. Please note that Harmonized Sales Tax (HST), instead of GST and PST, will be charged effective from July 1, 2010. Orders placed within the U.S.A. will not be charged any taxes.
While we do our best to keep pricing current, the instability of our dollar sometimes makes this a rather difficult task. We apologize should a descrepancy arise with our online pricing from the actual cost of an item.
 
 5. How do I track the order that I placed?
After your item has been processed and shipped, we will send a shipping confirmation letter to the email address that you provided when you placed the order (the same e-mail address that you use to log in to your account with us). The shipping confirmation letter will include the tracking number, if available. Shipping within Canada takes anywhere from 3 to 7 business days. Shipping to the U.S.A. takes anywhere from 3 to 10 business days. Shipping times may increase during holidays.

 6. What do I do if I never receive the order that I placed?
If the shipment has not arrived within three weeks since you placed your order, please contact us and we will get in touch with the shipping company. If further investigation confirms that the product(s) was/were lost, we will re-process your order and resend your order to you with no additional costs.


Privacy & Security

 1. How do you treat my personal information that is collected through your website?
Your private information which includes, but is not limited to, your email address, mail address, phone number and other personal information would never be used by or sold to another party. Brandon Optics protects your private and personal information very seriously and practices topmost due diligence in ensuring the privacy and security of our website. Your personal information will only be used within this website. If you signed up for our newsletter, we may occasionally send you emails in regards to our promotions, events and such. For any questions or concerns about sharing your private information with us, feel free to contact us via e-mail or phone.

 2. What kind of online shopping system do you use and is it safe for handling my personal information?
Our web site uses the 3D Cart shopping engine. 3D Cart shopping engine uses Secured Hosting and 128 bit SSL certified security. 3D Cart shopping system is a respected and secure online shopping system, moreover, a participant in the TRUSTe Privacy Seal Program. You can find out more about the 3D Cart system at
http://www.3dcart.com


Shipping

 1. How long does it take to process my order?
Once an order has been placed, an email notification will be sent to our shipper for the preparation of the package. The process to package and ship the product takes two to three business days. We use Canada Post and UPS as our retail shipping courier. We reserve right to change carrier and/or choose expedited shipping method, and keep you informed. 
We ship out your order as quickly as possible, often within a day or two of the order being placed.  Generally any two day order placed by Thursday noon(pacific time) will go out that same said week.  If you place your order after Friday noon it will go out, in the order we received it, the following week. 
 
 2. How long does it take for the order to ship to my place?
Shipping within Canada takes anywhere from 2 to 7 business days. Shipping to the U.S.A. takes anywhere from 3 to 10 business days. Shipping times may increase during holidays.
If you order multiple items, you may receive separate shipments. You will receive a Shipment Notification email for each shipment with the carrier's name and tracking information, if available. 

 3. How long does it take to ship an international order?

International shipping takes anywhere from 5 to14 business days. We ship to a number of countries outside of Canada. Currently we mainly ship to countries in the North and South Americas. The list of the countries that we ship to changes periodically. Please email us if you would like to know if we can ship to your country. Please note that you are responsible for any duties or taxes payable within your country.
  4. Free shipping
The webpages for items not included in the FREE shipping offer will indicate that message on the item web page.  To view your shipping charges, simply add items to your cart, under the "Calculate shipping" section, enter your state(province), and zip code, then click calculate button,  and your shipping charge for the items currently in your cart will be displayed.

Rifle Scopes/Night Vision Optics will not be shipped outside of Canada/USA for the following reasons:
- Scopes are specifically made to Canadian/USA Military specifications
- Exportation of night vision equipment and laser rangefinding devices are prohibited
- Exportation requires a Canada/USA Export license

Returns & Exchanges
We will guarantee your complete satisfaction with the products you purchase from our website. If you wish to return any purchased merchandise, we will be able credit your account or issue a refund. We provide 30 day hassle-free return and exchange service for our customers, return normally less 15-20% administration and restocking fee. 
 
An extension of the 30 day period may be arranged on Christmas and gift purchases with the extension period indicated on the sales receipt. Original condition are the responsibility of the purchaser. Returned items not meeting these conditions will be returned to the customer at the customer's expense.
 
On top of our excellent returns and exchanges policy, we also offer related manufacturer warranty for all of selling products. If you have any questions regarding our returns and exchanges policy, please send us an email.
 

Non-returnable Items: The following items are sold as final sale items and are non-returnable:

  • eyepieces, barlows, diagonals and other optical accessories
  • software and books
  • imaging equipment with electronic sensors including autoguiders, night vision and thermal imaging devices. 
  • special order items - this will indicated at time of ordering
  • custom crafted products
  • purchases items in Blow Out & Clearance category such as clearence model, open-box, negotiated offer etc

Items with a manufacturer defect will be replaced in the first 30 days after purchase if returned in original packaging. The manufacturer‘s warranty applies beyond the 30 days


 1. How do I return or refund a product that I purchased?
In order to process a return, you will have to contact us beforehand to tell us about the problems associated with the product. Subsequently, we will be able to arrange a repair or replacement for you. Once we have obtained your information, you will need to ship the product back to us in its original packaging and contents.

 2. Who is responsible for the shipping and handling costs of product returns or refunds?
The shipping and handling costs for products shipped from your location will be incurred on you. Shipping and handling costs for products shipped from us to you will be paid by Brandon Optics or our Suppliers.

 
For International Orders, Brokerage fees, duties and/or courier surcharges may apply to your order which are NOT covered by Brandonoptics. Typically these costs are taken by the courier ($24US for US orders shipped USPS for example). Please be aware of these potential costs!
Because duties, taxes and  courier surcharges are collected by the government/courier in the country where the goods are received (and not by Brandonoptics), we do not reimburse for these expenses when returned or exchanged items.
Please note that all the shipping related fees mentioned above are the responsibility of the recipient, not BrandonOptics. If you refuse delivery because of high custom or brokerage fees, duties or taxes imposed by your country, BrandonOptics will have to pay them for you, pay for the return shipping or abandon the package. All the costs incurred by BrandonOptics because of this will be charged back to you.
*Free Standard Shipping
Our Free Standard Shipping Offer does not apply to international orders. Persons interested in planning orders for international shipments should contact us prior to order placement. All international orders are reviewed on a case by case bases.
 

Pre-Order Policy

What is a pre-Order?
Simply put, a pre-order is an order you can make for a new item before it is in stock and available for delivery.
 
Why should I pre-order at Brandonoptics?
By placing a pre-order with Brandonoptics you will receive the highest priority order fulfillment. We fill pre-orders based on the order they are received. Pre-orders are also processed prior to any in stock order received. Thus,  pre-ordering helps ensure you will receive the most sought after collectibles.

Am I guaranteed to get an item in the promised shipping period or availability date?
No, when an item opens for pre-order, we don't always have the full details on availability. Generally speaking, the estimated arrival date is accurate. However, it's not uncommon for manufactures to miss dates. Always check the product item page for the most up to date information on availability.

What are the chances that my pre-order will not be filled?
Remote. The only instances where a pre-order will not be filled are if the manufacture cancels or modifies a case assortment or simply short ships our order.  In the event of short shipment, we will prioritize filling pre-orders based on the order they were received.  We will then cancel all other outstanding pre-orders and issue full refunds for those orders.  We will not offer any compensation to customers for preorders that we are unable to fill based on our supplier short-shipping an order.

Do you charge my credit card at the time of purchase or when the item ships?
Because of the logistics associated with the secure storage of credit card information we charge the full amount at the time of purchase. We understand that it can sometimes be inconvenient to pay the full amount upfront and are currently working on a solution that will allow us the option to offer a pay when it ships model.
 
Can I cancel or modify a preorder?
Normally No!  But you may transfer the order over to someone else (the order cannot be canceled but can be redirected), we would very happy to be help.
 
When will my preorder ship?
Always check the product item page for the most up to date information on product availability.

What if I order multiple items, can I combine in stock and pre-order items?
Yes of course you can combine in stock and pre-order items. Normally we will hold your order until all items come in stock and ship all items together. For domestic customers we will at our discretion, ship in stock items at once and then process pre-orders when they arrive.  Note, if you wish for your in stock items to ship immediately then place a separate order for in stock items only.

How long will it take you to ship out my preorder once you�ve received the items.
?
We begin filling pre-orders the day we receive the items. We process and ship orders 7 days a week so in most instances you can expect to receive your shipping notification in one business day.
   

No Obligation To Sell Mispriced Products Or Services

Brandon Optics shall have the right to refuse or cancel any orders for any lawful reason, including without limitation products/services listed at an erroneous price, rebate or refund, or containing any other incorrect terms, information or typographical errors, or orders involving potential fraud or account abuse as determined by Brandon Optics in its sole discretion. Brandon Optics shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit/debit card charged. If your credit/debit card has already been charged for the purchase and your order is canceled, Brandon Optics will promptly issue a credit to your credit/debit card account in the amount of the charge.

Product Images Accuracy Claim
 
Image does not guarantee 100% accuracy of product depiction. Please refer to the description and item number for verification of the item you are purchasing.

Price Match

We will price match whenever possible for pricing listed from another Authorized Dealer in Canada. Shipping cost will be added on top of the price matched item when the product needs to be shipped.

Must be identical products and must be in stock.

All price matched sales are FINAL. No refund or exchange. Manufacture warranty applies.

We reserve the right to the final decision on price matching.

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Due to the nature of some of the products we sell, occasionally an item can become backordered. If this happens, Brandon Optics will contact you immediately letting you know. We will either refund your money immediately in full or you may wait for the item to come back in stock. Just let us know and we will do whatever you desire.
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