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Our office will be closed Monday February 17th for Canada's Family Day and will reopen on Tuesday February 18th.
From management and staff, we wish everyone a happy and safe holiday.

Shipping & Returns

Sailboat at Anchor

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to some international destinations.

For our US customers: We ship from our warehouse in the United States. International orders will be shipped from our Canadian warehouse or our US warehouse at our discretion, which will be determined by product availability and most efficient and lowest cost shipping that meets the delivery requirement of an order.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. For international orders: We have no control over a customs agency or its clearing process in any country and estimated delivery does not include any time that a customs agency adds while processing items.

Once your order leaves our warehouse, the items become the possession of you the customer. High value shipments will always include tracking and insurance. If an item is delayed or becomes lost, we will assist as required to get it delivered to you or get you a refund through the insurance provider for your order. Once this has been completed, and only then, will we send replacement items.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its product page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Customs, Duties and Taxes
The customer is responsible for any and all customs, duties and taxes that may be applicable or are charged in their country. For our US customers, we ship from our warehouse in the United States, so there will be no customs or duty charges for orders delivered to addresses in the USA.

Damaged Items
If merchandise arrives to you damaged: it is best to REFUSE it back to the carrier attempting delivery. If you accept the package make sure it is noted on the carrier's delivery record in order for Bitstorm to file a damage claim. Save the merchandise AND the original box and packing it arrived in, notify Bitstorm immediately to arrange for a carrier inspection and a pick up of damaged merchandise. If you do not notify Bitstorm of damaged goods within the first 15 days of arrival, our regular return policy will override any claim of damage, and will fall under all current manufacturer restrictions. Call Bitstorm at (647) 724-8328 to arrange for carrier inspection and a pick up of damaged merchandise.

Returns Policy
You may return new, items within 30 days of delivery for a full refund, provided that the item is returned in resellable condition. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (usually 5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.


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