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POLICIES

Shipping Policy

Your tracking number and order information will be sent to you after processing. Processing times may vary based on the shipping plan you've selected and your location

PROCESSING TIMES:

  • Priority Insured Fast Tracked Shipping: Please allow at least 2 - 3 Business Days for processing and production time for your order(s) to ship out and tracking to be available.
  • Free Standard Insured Tracked Shipping: Please allow at least 3 - 5 Business Days for processing and production time for your order(s) to ship out and tracking to be available.

DELIVERY TIMES (Processing + Shipping Time):

  • Priority Insured Fast Tracked Shipping (US & UK only):
    • United States: Average delivery time of 5 - 8 Business Days
    • United Kingdom: Average delivery time of 7 - 12 Business Days
  • Free Standard Insured Tracked Shipping:
    • United States, Canada, Australia, and United Kingdom: Average delivery time of 15 - 25 Business Days (Estimated 7 - 20 Business Days).
    • All other countries: Average delivery time of 15 - 30 Business Days (Estimated 15 - 25 Business Days).
  • * Priority Standard Insured Tracked Shipping *: Same delivery time as Free Standard Insured Tracked Shipping + Shipping insurance for the full retail value of your purchase if the shipment is lost, damaged, or stolen.  

DELAYS:

  • There are circumstances that are out of control (natural disasters, holidays, weather, etc.) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; delivery issues are the responsibility of the shipping company.

CAN I CANCEL MY ORDER?

  • Yes. However, cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order. We do not accept cancellation of orders outside the 24 hours window and/or because orders may be processed and shipped out already. Please note that our shipping information is posted in each product’s description hence all customers should be aware of this before concluding an order.
  • All refunds will be processed within 24-72 hours before the funds reflect to the customer’s bank account.
  • For orders that weren't cancelled within 24 hours please refrain from sending your purchase back to the manufacturer. Instead to receive a full refund send us an email stating your concerns and attach both a picture of the item(s) showing the product shipping label and its original unopened packaging within 48 hours upon receipt of the order. Once sent allow us time to receive and verify your information. Once verified we will issue you a full refund.
    • Note: Our team will inspect/verify the information and photo(s) you send us before we issue out a refund/replacement. Gear Metro reserves the right to refuse any replacement or refund if it does not meet the above criteria.
  • For late or missing refunds, (if applicable) if you haven’t received a refund yet, check your bank account again and contact your credit card/banking company. It may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us either by email at support@gearmetro.com or through submitting a ticket at our website contact us page.

I HAVE ENTERED AN INCORRECT ADDRESS!

  • If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via our contact us page or email at support@gearmetro.com. If the address is wrong, in most cases we can correct this within 24 hours of your order creation.

MY ITEM ARRIVED DAMAGED

  • If you received an item that is damaged or faulty we will happily refund or replace the item once we receive and verify your information. Please contact us within 48 hours after receiving your order and provide the following:
    • Your order number.
    • A picture of the damaged product.
  • Allow us time to receive and verify this information. Once verified we'll be happy to either send you a refund or a replacement free of charge.

TAXES & CUSTOMS DUTIES:

  • We are not responsible for international taxes and duties, that is the sole responsibility of the customer. In the event of a return or exchange, duties and shipping fees will not be refunded.

EXTRA INFO:  

  • Most items will be shipped via ePacket, sometimes items can show up in multiple packages.

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?

  • If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :)

Refund Policy

Refund & Replacement Policies:

  • If you received an item that is damaged or faulty we will happily refund or replace the item once we receive and verify your information. Please contact us within 48 hours after receiving your order and provide the following:
    • Your order number.
    • A picture of the damaged product.
  • Allow us time to receive and verify this information. Once verified we'll be happy to either send you a refund or a replacement free of charge.
  • Our store does not directly accept Returns or Exchanges, once an item has been received it cannot be returned directly to us. However, you can return your item to the sender (manufacturer) but this is not recommended because you will have to pay for any shipping fees and the returned item cannot be used or damaged in any way (insured return shipping will have to be paid for by the customer).  
  • We can only offer you replacements at no additional cost if your item falls under the below criteria:
    • Items are faulty – damaged/broken or soiled upon arrival.
    • Parcels that are lost in transit.
      • Note: Gear Metro will not be held liable for any lost or misroute parcels. Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
  • International customers must provide a phone number.
  • If you have other concerns, please contact our Customer Service via email (support@gearmetro.com) or through sending us a message on our contact us page.

Return to Sender/Manufacturer Packages: 

  • Returning your item to the sender/manufacturer in the mail is not recommended because you will need to pay for return shipping. Furthermore insured return shipping would be recommended so that your returned item isn't damaged in the mail. This cost will likely be greater than the cost of the product(s) purchased meaning in most cases you'll face a loss even if you do successfully return the item and a refund or replacement is issued. This option is yours to make but highly discouraged. 
  • Gear Metro will not be held liable for packages that are returning to the sender. Customers are advised to carefully enter the correct sender address(es) otherwise; the package(s) will not be delivered/returned.
  • Once the item is received at the manufacturer warehouse, we will verify with them that the item is not used or damaged. Upon verification you may receive either a replacement or refund for the total item value. Please keep in mind that processing and insured shipping costs are usually at least half the order total so please be careful to send your package to the correct sender address. 

Cancellation Policy:

  • Can I cancel my order(s)? Yes. However, cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order. We do not accept cancellation of orders outside the 24 hours window and/or because orders may be processed and shipped out already. Please note that our shipping information is posted in each product’s description hence all customers should be aware of this before concluding an order.
  • All refunds will be processed within 24-72 hours before the funds reflect to the customer’s bank account.
  • For orders that weren't cancelled within 24 hours please refrain from sending your purchase back to the manufacturer. Instead to receive a full refund send us an email stating your concerns and attach both a picture of the item(s) showing the product shipping label and its original unopened packaging within 48 hours upon receipt of the order. Once sent allow us time to receive and verify your information. Once verified we will issue you a full refund.
  • Note: Our team will inspect/verify the information and photo(s) you send us before we issue out a refund/replacement. Gear Metro reserves the right to refuse any replacement or refund if it does not meet the above criteria.
  • Late or missing refunds (if applicable) If you haven’t received a refund yet, check your bank account again and contact your credit card/banking company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us either by email at support@gearmetro.com or through submitting a ticket at our website contact us page.

Privacy Policy

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

  • When you purchase something from Gear Metro, as part of the buying and selling process, we collect the personal information you give us such as your name, address, email address, and phone number.
  • When you browse Gear Metro, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing (if applicable): With your permission, we may send you emails about our new products, and other updates.

SECTION 2 - CONSENT

How do you get my consent?

  • When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent or provide you with an opportunity to say no.

How do I withdraw my consent?

  • If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at support@gearmetro.com

SECTION 3 - DISCLOSURE

  • We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 - SHOPIFY

  • Gear Metro is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

  • If you choose a direct payment gateway to complete your purchase, then Shopify will use your credit card data which is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
  • All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by Gear Metro and its service providers. For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https:// www.shopify.com/legal/privacy).

SECTION 5 - THIRD-PARTY SERVICES

  • In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
  • In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
  • As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act. Once you leave our Gear Metro website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service. Links When you click on links on our Gear Metro, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

SECTION 6 - SECURITY

  • To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

SECTION 7 - COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not:

  • _session_id, unique token, sessional, allows Shopify to provide Gear Metro information about your session (referrer, landing page, etc).
  • _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
  • _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to Gear Metro by a single customer.
  • cart, unique token, persistent for 2 weeks, and stores information about the contents of your cart.
  • _secure_session_id, unique token, sessional storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.

SECTION 8 - AGE OF CONSENT

  • By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 - CHANGES TO THIS PRIVACY POLICY

  • We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If Gear Metro is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

  • If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at support@gearmetro.com
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