Terms & Conditions

We accept the following payment options:

• PayPal
• Credit Card (Mastercard & Visa)
• Cheque / Check for Commercial Customers
• International and Domestic Money Orders
• Wire Transfer
• Cash or Interac in person at our store - 300 Central Ave. W., Brockville, ON

We will never ask you to send your credit card information by email.  We ask that you never send your credit card information through email.  Email is insecure and can be intercepted by a third party.  Sands Canada Inc. will not be accountable if your credit card information is intercepted and used by a third party.

With accepting credit cards, we always run the risk of chargebacks from credit card companies.  While this is extremely rare, we want to ensure it remains that way.  To assist you, we are providing our process in regard to chargeback prevention:

1. We use a trackable shipping method.  This ensures that a product is received and can be traced if it has not.  Please see Shipping.
2. We request that returns are shipped back using the same method as mentioned above.  Using a trackable shipment option protects our customers and Sands Canada Inc.  Please see Returns & Exchanges.
3. We provide a timeline for the return process.  Please see Returns & Exchanges.
4. We keep all email correspondence, shipping information and order information.  This information is then provided to the requesting credit card company upon request.

When chargebacks are investigated by the processing company, they ask for information regarding the transaction.  We supply the information as mentioned in our Privacy Policy.   Filing a dispute does not mean you will receive your money back through your credit card company.  Disputes are investigated by the processing company.  If you require your money back on a purchase, please follow our return/exchange policy in these Terms & Conditions.  If you do not qualify to get your money back through our policy, a dispute will not supersede this policy.

• Please never send cash in the mail!
• Personal cheques may be held for up to 30 days prior to shipping your order.

Credit Card Payments: You must accept these Terms & Conditions at the time of purchase.  By accepting these terms and confirming your order, you authorize Sands Canada (3244601 Canada Inc.) to debit your credit card for the total dollar amount of the products sold, the cost of shipping (see Shipping), plus any taxes associated with the purchase.  Credit Card payments are processed in real-time, except for orders that are phoned, emailed, or faxed to our sales team.

PayPal: With accepting PayPal payments, PayPal uses a dispute system to challenge a payment. Disputes of this nature are extremely rare, and we want to ensure that it remains that way.  To assist you, we are providing our process regarding a dispute with your order:

1. We use a trackable shipping method.  This ensures that a product is received and can be traced if it has not.  Please see Shipping.
2. We request that returns are shipped back using the same method as mentioned above.  Using a trackable shipment option protects our customers and Sands Canada Inc.  Please see Returns & Exchanges.
3. We provide a timeline for the return process.  Please see Returns & Exchanges.
4. We keep all email correspondence, shipping information and order information.  This information is then provided to the requesting party (credit card / PayPal) upon request.

When a dispute is initiated with PayPal, we will respond promptly and work with the customer to find a resolution. If we find a pattern of abuse of the PayPal dispute system by any customer, we reserve the right to refuse service to that customer for future orders.  Abuse is determined if the complaint(s) is put through PayPal's Dispute Resolution system before being submitted and receiving an answer from our Relations Manager or if the issue was already handled and resolved by our Relations Manager before the dispute was initiated.  – See Suggestion/Idea Submission/Complaints.  This ban will be permanent and will not be revoked.  We reserve this right because any complaints received are looked into, which takes time away from other customers who require our assistance.

It is the customer's responsibility to ensure that their account information is kept up to date.  A valid email address is required to use our site.  If an email address is used that is not valid, your account will be suspended or removed without notice.  Any orders created under an account with an invalid email address will be held until this is corrected.  You are only allowed one account; any other accounts detected will result in all accounts being suspended and any orders placed under those accounts being canceled.  This is to protect us against the risk of fraud.  If you can not remember your account information, don't hesitate to get in touch with us, and we will be happy to get you back into your account.  You are required to use your legal first name and last name.  Invalid names can delay your order until they are correct.  If you have an address, phone number, email address, name change, etc., please notify us as soon as possible.  This information is important to us in case there is a product recall.  We will generally post this information on our website and email it to you; however, if you have opted out from receiving any email (in line with our Privacy Policy) or have not provided us with an email address, we will mail out this critical information through Canada Post.   Sands Canada, or its suppliers, will not be held accountable for any use of a product that is under a recall because the customer has neglected to keep their account information up to date.

Most orders will ship the same day if the order is received before Noon local time during the weekday (Monday - Friday) and the product is in stock.  We do carry a large inventory, but occasionally, we do have products on backorder.  Due to rising shipping costs, we will now be shipping all orders complete unless specifically requested by the customer.  If a partial shipment is requested, the customer will be responsible for both the shipping of the partial order and the back-ordered product.

Sands Canada measures products in CM and weighs in KG.

Custom orders may have a longer delivery time.

Our standard shipping method is Expedited Canada Post Or UPS Standard to keep shipping costs as low as possible.  However, we can also ship via:

• XPRESSPOST (higher costs than Expedited, but a little faster)
• UPS (more expensive than Express, but a little faster delivery)
• We can also ship orders using your organization's courier account.

Please inform the sales staff if you require faster delivery, a different delivery option, or your courier account; otherwise, the order will be shipped by Expedited Canada Post.

We receive an estimate from Canada Post and UPS on how much it will cost to ship and an estimated delivery date to your destination.  This is based on the physical or dimensional weight of the product(s).  Delivery dates can be extended depending on stock levels and issues outside our control.  While we strive to ensure that the shipping charged on our website is accurate, in the case of an error, we reserve the right to alter the shipping cost as required.  We will contact you if there is an error and see if you prefer to change the shipping option.  If no other shipping options are available, we will need to collect payment information to cover the excess cost for the order to be shipped.

For shipping options that do not provide a tracking number (i.e., shipped through letter mail).  Sands Canada is not able to confirm delivery via these shipping options.  If there is a claim that the order was not received, we will not be able to send out a replacement order or refund your purchase.

International Shipments.  We recommend using a service selection that provides a tracking number.  Canada Post or Purolator may provide a shipping option that does not provide a tracking number (usually the cheapest option).  It is solely up to the customer to visit the Canada Post or Purolator website to determine if the service option providing a quote will assign a tracking number.  Sands Canada is not responsible for lost orders when a shipping option that cannot be tracked is selected.

The currency used on our website is CAD.  If paying in non-Canadian funds, dollar conversion is done at the time of payment by the credit card company or PayPal, depending on the payment source.

• ALL RETURNS & EXCHANGES require an RMA to be completed.
  • The RMA needs to be completed by you on our website - Returns are found under Customer Service at the bottom of our website. 
  • You must be signed into your online account. If you do not have one - please create one.  This needs to be done to be able to submit an RMA.
  • Please enter the product details of the item you wish to return.
  • Remember to let us know what needs to be done in the Return Details—refund, Exchange, etc.  Also, take the time to let us know why this return is occurring.
  • Refunds processed will be for the product(s) only; outgoing shipping charges will not be refunded.

Failure to complete any of these requirements will slow the RMA approval process.

• Approved returns must have the RMA number on the shipping label, failure to do so may result in your return being refused at delivery.  
• Returns that do not have RMA approval that is received will be charged a Restocking Fee of 20%.  
• Custom orders are non-returnable, nor ar PPE products such as masks, gloves, or gowns..
• Sands Canada may require further clarification or information regarding the return before approving the RMA.  This clarification and information may be required to complete the request.  
• Our sales team can answer questions about the return process but can not complete the return on your behalf.

1. All products must be returned in the manufacturer's original packaging, clean, and with a complete description of the problem and a copy of the original invoice.  Items worn, washed, used, mistreated, or otherwise abused cannot be returned and may be mailed back to the customer.
2. Items being returned for repair must be cleaned, disinfected, and free of any potential health hazards before being shipped back.
3. We repair most nylon/Cordura cases and bags from any manufacturer.  Repair charges are based on the type of damage and repairs required.    NOTE:  For warranty repair on some products, you may be required to send the product back to the original manufacturer.
4. In most cases, custom orders are non-refundable.  However, a Restocking Fee of 20% is applied to custom orders or special orders being returned that we have approved in certain circumstances.  We reserve the right to apply a restocking fee on returns that exceed the standard 30-day return policy and inspect the product for damages, used before return, missing parts, etc.
5. There are no refunds outside of 30 days from the purchase date.  Exchanges not due to workmanship will not be accepted beyond 30 days.
6. All return shipments are pre-paid by the customer, and we will not reimburse those shipping charges.  If the exchange/return is at the fault of Sands Canada, it will be our discretion to reimburse for reasonable shipping charges. Absolutely no returns will be accepted COD and will be returned to the customer.  We recommend a courier, like Canada Post, where a tracking number is provided.  It is the customer's responsibility to ensure the return in case it is lost in transit.  Sands Canada is not responsible for lost packages by the mail/courier company. In the case of exchanges where Sands Canada did not commit an error with the order, shipping of the exchanged product(s) is to be paid for by the customer.
7. Due to health concerns and the possible risk of cross-contamination of infectious diseases, products used for medical diagnostics, PPE products such as masks, gowns and gloves, OTC medication, and testing are non-returnable. Specific clothing, like undergarments, are also non-returnable.  Please complete an RMA request to see if the product can be returned.
8. To avoid delays with your RMA request, if you have spam control with your email application, please add sales@sands.ca, shannon@sands.ca, and alicia@sands.ca to your safe list.  Sands Canada is not responsible for delays if the RMA emails are not received.
9. Once an RMA is approved, please ship your item(s) to us within 30 days of approval to the address below.  RMA's are canceled after 30 days of inactivity, and you will need to obtain another RMA to process the return. IMPORTANT: Ensure you put your RMA # on the shipping label.  Your item(s) may be returned to you if this is not present.
10. The time frame to complete the return process comes down to how long it takes to receive the product back from you.  Refunds are processed within 5-7 days of receiving the product back.  Exchanges are usually handled on the day they are received, stock permitting.
11. We do not price match or offer price protection on items that may subsequently go on sale.  

Return Address

Sands Canada Inc.
Attn: Returns - {Your RMA Number}
300 Central Ave W
PO Box 1752
Brockville, ON, K6V 6K8

Note:  Once the product is shipped back, please send an email to sales@sands.ca containing the RMA as the subject and, in the message body, the courier service used and the tracking number.

Damage During Shipping:  Please review 3.1.

While we attempt to keep items in stock at all times, there may be times when a product is out of stock.  Our website may not reflect an out-of-stock message for products that are out of stock.  We are still able to order the product and ship it out to you at a later date.  If an order is placed that includes an item currently out of stock; we will notify you within 48 hours (Saturday & Sunday excluded) of the order being placed.  All items will still have an in-stock status to continue to show the product on our website and allow it to be ordered.   Items no longer available to Sands Canada Inc. are deleted from our company website.  If an order is placed for an unavailable item, Sands Canada Inc. will contact you to inform you that the item is no longer available.

Most of our items will show our current stock count; exceptions would be custom orders or items with various options/sizes.  While online orders will automatically deduct the stock count for an item, in-store or phone/fax orders will not affect our stock count on our website until the next business day.

Backorders are created when the stock is not available to send to you.  Shipping will be charged on all backorders if the order is sent out incomplete.  You are provided with an option to have your order sent out complete or incomplete, please contact our sales department by phone or email.  It is the customer's responsibility to cancel a backorder.

MISTAKES HAPPEN! We reserve the right to notify the customer and correct the error if an error was made in pricing, product number, availability, colour, sizing, taxes, or other errors unforeseen in the order process.

Contents or products not included with products unless stated; certain items may be shown alongside a product to enhance or help to describe the product but are not included unless expressly stated.

Product Specifications change. Item Descriptions change. Sizes can alter. Packaging can vary.  We apologize for any inconvenience this may cause if our site is not 100% accurate.  Sometimes, we don't even know about the changes until after we receive the order.

The Shipping Rates included are for the majority of items we sell.  However, certain items MAY have higher shipping rates than posted based on total weight, size, insurance and destination, and we reserve the right to alter the shipping cost as required.

PLEASE CONSULT A SALES REPRESENTATIVE FOR FURTHER DETAILS.

Product specifications, descriptions, packaging, colours, and other unforeseen details may change with the manufacturer and may take time to be passed to the consumer.  

We strive to keep our site, product descriptions, and pictures current; however, we cannot consistently achieve those goals.  Therefore, we cannot be held accountable if the product description or details vary.  We appreciate any comments to help bring us current or if the site needs a product update.  Also, due to product availability from our supplier, we may be required to substitute the product from another supplier.  As such, the product may differ in packaging from what is pictured.

AGAIN, contents are NOT included with any product shown unless otherwise indicated.

You can purchase a Gift Certificate towards the site or store purchase by calling the store at 1-800-563-0911.  We will add the amount to the customer's account and post a credit for the amount requested.  You can purchase any amount from $10.00 and up.  The account will keep a balance of the credit available.

Sands Canada uses a third-party Vendor for embroidery.  As the Customer, you are responsible for the final approval of the design artwork.  Our Vendor's responsibility is limited to their workmanship only.  It is the Customer's responsibility to ensure they have all the necessary rights to use, copy, transmit, modify, and/or reproduce licensed or unlicensed logos, designs, emblems, graphics, electronic data, physical samples, or other intellectual property provided to Sands Canada Inc. for the creation of artwork, emblems, embroidery or imprinted images.  The Customer will assume all liability and/or legal responsibility for any infringements and/or damages arising from such use.  Unless paid for, the designs and/or file formats created for production purposes will remain the Vendor's property for resale to the Purchaser.  It is the responsibility of the Purchaser to be aware of Sands Canada's policies in full.

Uniform striping is completed in-house by our manufacturing department for Angus Bags.   Uniform striping is scheduled to be completed on Fridays only.   Where there is availability, uniform striping may be completed before then.

Sands Canada Inc. has several pricing factors for contract pricing and students.  While Sands Canada Inc. grants access to these pricing levels, they can be revoked at any time without any penalty to Sands Canada Inc. Student accounts are valid for one school year (not a calendar year).  Each subsequent school year requires the student pricing to be reactivated on the individual's account.  The applicant must be a student attending an accredited Nursing, Medicine, Respiratory Therapy, and Paramedicine (Paramedics, EMTs) program in college or university to qualify.  Qualification for pricing level must be verified.  What needs to be confirmed can be obtained by contacting the Sands Canada Inc. sales department. Switching of the account type is not retroactive.

Contents are NOT covered by any warranty, implied or written, by Sands Canada Inc., other than those warranties provided by the manufacturer.

Gift Vouchers are non-refundable.  Vouchers purchased using PayPal E-Check will not be sent to the recipient immediately and will wait until PayPal notifies us that the payment has cleared.

Product reviews require that you are signed into your account.  Your first name and last initial will be posted with the comment.  This information is collected under our Privacy Policy.  After the review is submitted, it will be approved by the webmaster to be displayed. You would need to purchase the product from our website to provide a review on our site.  Once we have verified this, we may contact you for clarification before approving the comment.  By completing your purchase, you will receive a reminder email to review the items that you have purchased. Only reviews that are strictly about the particular product will be accepted. There should be no mention of other products, issues unrelated to the product, or service issues. The review assists others when purchase decisions are being made.

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