FREQUENTLY ASKED QUESTIONS
Where is 72HOURS based?
We are a Canadian based company and are the leading provider of emergency preparedness and survival supplies. We focus on providing customers with the best deal possible to prepare for any emergency or disaster. We specialize in offering the best in gourmet freeze-dried food, emergency supplies, and water filtration/storage so that you and your family can be ready for any emergency or disaster. We also offer a diverse selection of preparedness products focusing on light, shelter, first aid and sanitation, communications, and more.
72HOURS also offers first aid and medical equipment solutions for your home or your company so that you can have the necessary supplies in the event of an emergency/disaster or everyday accidents. We also offer specialized first aid kits that meet or exceed government regulations by province/territory. What you will find on our site is a wide selection of emergency kits and preparedness supplies tailored towards individuals, families, automobiles, or large groups.
Where do you ship from?
We ship directly from Canada so you will not incur extra customs and currency conversion related charges when you buy from 72 Hours. We offer free shipping on orders over $99.99 CAD so your orders will be delivered to your door. Also, find us at our retail location at 8063 North Fraser Way, Burnaby BC V5J 5M8.
How do I find an item I'm looking for?
Search by entering a Keyword or Item Number in the Search box located at the upper right-hand corner.
Where can I find more information about an item?
If you would like more information about an item you see on www.72hours.ca, simply click on the item to go to the Product Details page.
The Product Details page will provide you with detailed information to help you learn more about the product.
How do I add items to my Shopping Cart?
To add items to your Shopping Cart, follow these simple steps:
- If you are on the item’s product page. You can select the quantity desired and click on “Add to Car”. Some items are necessary to select options provided for the item you want to purchase. Click on the drop-down menu(s) to select the option. Click "Add to Cart" to add the item to your Shopping Cart.
- If you are not on the item product page, there is a quick option of adding the item to cart without having to go into the item product page. Click "Add to Cart" to add the item to your Shopping Cart.
How do I know when an item will arrive?
DELIVERY TIME = HANDLING TIME + SHIPPING TIME
refers to the amount of time it will take for your order to leave a fulfillment center.
is the amount of time it will take your order to ship once it has left a fulfillment center.
The shipping method selected during Checkout will determine the time it will take the order to arrive after it has left one of our fulfillment centers.
The item/s you ordered may take 1 to 2 full business days to leave one of our fulfillment centers. It will take approximately 2-10 full
business days for the item to arrive from the time it was ordered depending on where the order is being shipped too.
Please note that business days are Monday to Friday, excluding statutory holidays.
EXPRESS & OVERNIGHT SHIPPING
— Orders placed before our shipping cut-off time of 1 pm EST (eastern region) or 1 pm PST (western region) will be shipped same day Monday to
Friday. All orders placed after the local cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day. Extra shipping cost will be
applied and determined during the time of order. Please call our Online Customer Service Department immediately at 1-800-964-8699 or email us at
How do I track the location of my order?
At our fulfillment centers, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to the shipping destination, the carrier may not be able to provide any information about your package for up to 48 hours.
Orders placed on www.72hours.ca may be delivered by one of several different carriers and shipping methods. Tracking availability may vary depending on the item(s) you purchased, the shipping method(s) selected during Checkout, and the carrier that is delivering your item(s).
What should I do if my items arrive damaged or defective?
If you receive an item that is damaged or defective upon arrival, please call our Online Customer Service Department immediately at 1-800-964-8699 or email us at firstname.lastname@example.org. It is important that you contact us before returning the item, so that we may assist you with return shipping charges. If you don't contact us prior to shipping the item back to us, you are responsible for all return shipping charges. Please provide an image of the damaged or defective product. Before you call, please have your order number available.
What should I do if I received the wrong item?
If you receive an item that is incorrect upon arrival, please call our Online Customer Service Department immediately at 1-800-964-8699 or email us at email@example.com. It is important that you contact us before returning the item, so that we may assist you with return shipping charges. If you don't contact us prior to shipping the item back to us, you are responsible for all return shipping charges. Before you call, please have your order number available.
How do I change or cancel my order?
After you have clicked "Place Your Order," you cannot cancel or change your order, as our system is designed to process and ship orders immediately. Please call our Online Customer Service Department immediately at 1-800-964-8699 or email us at firstname.lastname@example.org.
Once the order has been canceled, an email confirmation for a refund will be sent. Refunds may take between 3 to 7 business days depending on your banking institution.