If you have any questions please feel free to contact us Here General FAQs How Do I Check The Status of My Order? Once your order is received, you will receive an order confirmation email. There is a processing time of 1-3 business days unless the product page indicates a longer than usual processing time. Once the order has been shipped you will receive another email with the tracking number. Delivery time will vary depending on which province it is being shipped too. All shipments are shipped from BC- British Columbia. If your order has not been shipped yet after 5-7 business days, please contact orders@72hours.ca. If there are any delays, our Customer Service Representatives will notify customers affected via email. How Do I Place an Order? To make an online purchase, click on the “Add to Cart” button located on each product page. If you’d like to order more than one quantity of a product, change the quantity to your desired amount by typing in the quantity into the white box or by clicking the “+” or “-” buttons before clicking “Add to Cart”. Once all the desired items have been added to your cart, click on “Proceed to Checkout”, enter in your personal information, shipping details, and proceed to payment If you require further assistance, please do not hesitate to give us a call at 1 (800) 964 8699 How Do I Add/Decrease a Product Quantity in My Cart? Please click the “+” button to add or the “-” to subtract a product. The webpage may require some time to load and the desired quantity will not always equal to the number of times pressed. Please click slowly and refresh the page if necessary to change the quantities. You can also type in your desired quantity in the box. If you require further assistance, please do not hesitate to give us a call at 1 (800) 964 8699 What do I do if my tracking number says that the order has been delivered but I did not receive my package? Please contact us as soon as possible by sending us an email to orders@72hours.ca or give us a call at 1 (800) 964 8699 and we will open an investigation with the respective shipping carrier. Where Can I find Your PPE Certifications? Please contact orders@72hours.ca if you would like to request a copy of a specific product’s PPE certification or learn more about the product. How Do I Review My Shopping Cart? After you finish shopping, you can review all items in your shopping cart by selecting the number beside the “My Cart” icon in the top right corner of the webpage. How Do I Proceed to Checkout? After you have reviewed your shopping cart and when you are ready to order, select the red “Proceed to Checkout” Icon Button. How Do I Use a Promotion Code/Gift Card? If you have a promotion code or gift card, please enter it in the discount code box and click “Apply” prior to checking out. The discount code box will appear after you click on “Proceed to Checkout”.Only one (1) discount code can be used per order. How can I pick up my order? Curbside pick-up is offered to all customers in the Metro Vancouver area. Orders can be arranged for curb-side pick up by contacting 1 (800) 964 8699 or emailing orders@72hours.ca with your order number after the order has been placed. If the order is under $99.99, pick-up orders will be refunded $12.99 after the order has been picked up. Please bring your confirmation email or printed order invoice along with 1 piece of government issued ID. Customers are required to wear masks or face coverings while picking up their orders in accordance with PHO policies. What do I do if my tracking number says that the order has been delivered but I did not receive my package? Please contact us as soon as possible by sending us an email to orders@72hours.ca or give us a call at 1 (800) 964 8699 and we will open an investigation on your behalf. Does 72HRS offer wholesale/bulk pricing? 72HRS is dedicated to supplying emergency preparedness, first aid supplies, and food/water to the needs of individuals as well as organization/company.For certain products, we do have self-serve bulk pricing available on our website. It will provide you with the discounted price based on the quantity ordered. The more you purchase, the more you save.For any other items without bulk pricing feature or if the quantity is much more than what is listed on the self-served bulk pricing, please call us via 1 (800) 964 8699 or send us an email to orders@72hours.ca and let us know what item(s) you are interested in and an estimated quantity. We will then provide you with a quote as soon as possible. For more information about bulk/corporate orders, please use this form to contact us. How Do I Learn More About My Berkey Product? For any other questions about your Berkey products or any other Berkey products and accessories, please check out Berkey Knowledge Base. COVID-19 Information At this time, the 72HRS Retail Store is currently closed.You can still order from 72hours.ca and have items delivered to your home. Larger items will need to be scheduled for delivery or you can arrange for curbside pickup by contacting 1 (800) 964-8699 or emailing orders@72hours.ca with the order number after the order has been placed. Curbside pickup is only for customers living in Metro Vancouver. 72HRS prioritizes the safety and well-being of our staff and customers. We have introduced the following measures to respond to ongoing pandemic: Hand Sanitizer: We have installed hand sanitizer stations throughout our warehouse and office Increased Sanitation & Safety: Employees have been instructed to frequently wash their hands, stay home if they feel sick, and practice physical distancing Daily Health Checks: Employees are required to perform mandatory self-assessments daily At all locations, we are requiring all customers and staff wear masks or face coverings We may proactively take additional measures to keep up with provincial regulations Returns & Exchanges What is Your Return & Exchange Policy? If anything you purchase from us fails to meet your expectations, please call us or email us letting us know why. We want you to be happy with our products. That’s why we offer a 30-DAY 100% SATISFACTION GUARANTEE for 72HRS branded products. This guarantee excludes food, water, and Ready First Aid items.Items sold and shipped by 72HRS can be returned or exchanged, unless indicated on the product page, when available by mail. Please contact us by email or fill out the form located at the bottom of our [Returns & Exchanges] (should be a hyperlink to the page that has yet to be created) page to begin the process. All return or exchanges requests must be made within 14 days from the date your package is delivered. Any charges for the return shipping will have to be covered at your own cost. Paid shipping costs are non-refundable.Any requests sent later than 14 days after the date of delivery will be reviewed on a case-by-case basis. All items exchanged or returned must remain unopened, unused, and not tampered with. If you wish to return any 72HRS products that fall under our 100% Satisfaction Guarantee, they must be in resalable condition. Shipping, processing, and restocking fees may apply. Any return items shipped will be covered at your own cost. No returns on PPE, perishable items, and products with an expiry date. Full refunds for damaged or defective items will include already paid shipping and handling fees unless a replacement is preferred. * Disclaimer – The policies listed above are subjected to change without any further notice.**Items must be in new condition, meaning that they are in unused/unopened condition and show no sign of wear. What is Your COVID-19 Return Policy? We do not accept any returns or exchanges for Personal Protective Equipment (PPE). We are able to accept any returns or exchanges for other products (e.g. emergency kits, First Aid kits, etc.) all in unopened/unused condition. How Do I Process a Return or Exchange? Before any returns can be made, please contact us by email at orders@72hours.ca or fill out the form located at the bottom of our [Returns & Exchanges] (should be a hyperlink to the page that has yet to be created) page to begin the process. All return or exchanges requests must be made within 14 days from the date your package is delivered. Once a representative has responded to your inquiry, they will provide you with the instructions for returning the items. Items must be packaged back into their original packaging. Warranty What Does Your Warranty Cover? We offer a one-year warranty on the date of delivery against defects in material and workmanship on all non-food products excluding PPE products and any items with expirations dates. Many products contain a manufacturer’s warranty to cover them.Please call us to determine how to take advantage of these warranties when needed. If you need to return a product, please call us for a return authorization number.* Disclaimer – The warranty coverage listed above are subjected to change without any further notice.**For more information on warranty specifically for Berkey products please see the questions below What Is Not Covered Under Your Warranty? Any signs of damage on a product resulted from negligence, modifications, theft, or loss of product will not be covered under our one-year warranty.Products that are not covered under the warranty: All food products Products with an expiration date (eg. First aid products) PPE products What Is Your Warranty Coverage For Berkey Products? We offer an exclusive lifetime warranty for all Berkey System products purchased on 72HRS, which goes beyond the General Berkey Manufacturer’s Warranty. 72HRS will replace any of our customer's parts that come standard with the system over the life of the Berkey® System ownership. This includes the stainless-steel chambers and lid, plastic spigot, washers and nuts. Stainless must be handled with proper care. This guarantee does not cover items that are damaged due to user misuse, abuse, salt water/air, lack of maintenance, routine cleanings, or unwillingness to use a rust cleaner, or accidents (dents from falling, etc.). To learn more about how to claim your warranty, please provide the following information to our email orders@72hours.ca: Your invoice number or customer information on record Images of the defective or damaged item Are There Any Warranty Exclusions for the 72hours.ca Berkey System Lifetime Warranty? Yes. Certain actions will void your warranty coverage: Attempting to use the Black Berkey® Purification Elements and White Berkey® Purification PF-2 & Arsenic Reduction Elements are the only Berkey® elements that require priming. Allowing any of the Berkey® elements to freeze. Using dehumidifier water with any of the Black Berkey® Purification and the White Berkey® PF-2 & Arsenic Reduction Elements for daily use. Breaking the Berkey® elements due to dropping an assembled system or carelessness. Failure to remove the Black Berkey® Elements from the system prior to transporting or moving the system, resulting in broken stems. Performing a red food coloring test with the Berkey PF-2™ Fluoride and Arsenic Reduction Filters attached. The Berkey PF-2™ Fluoride and Arsenic Reduction Filters must be removed prior to performing a red food coloring test in order to stay in compliance with the six-month warranty on these filters. Using the water from a water softening system. Note: this action may clog the Berkey® Purification Elements or cause the stainless steel to pit or rust. If the product is not used in accordance with manufacturer's recommendations or instructions. Shipping What Are Your Shipping Charges? We offer free shipping on orders over CAD $99.99 within BC and all Canadian Cities, the shipping charges for your entire order are as follows: *Exceptions Please note that Free Shipping is not available to areas with the following FSA (Forward Sortation Areas – first half of Canadian Postal Codes): JOM – Nunavik, QC XOA - Qikiqtaaluk Region, NT XOB – Kitikmeot Region, NU XOC – Kivalliq Region, NU XOE – Central Northwest Territories, NT XOG – Southwestern Northwest Territories, NT YOA – Southeastern Yukon, YT YOB – Central Yukon, YT Oversized items or if shipping charges are higher than expected, additional shipping charges may apply. Please call us at 1-800-964-8699 or email us at orders@72hours.ca with your order and shipping address, and we will provide you a quote if the order has yet to be placed. If the order has already been placed, our customer service representative will notify you through email about any additional shipping costs. Where do you ship to? We currently ship to the following cities in Canada: British Columbia Lower Mainland- Abbotsford | Anmore | Belcarra | Bowen Island | Burnaby | Chilliwack | Coquitlam | Delta | Gibsons | Harrison Hot Springs | Hope | Horseshoe Bay | Ladner | Langley | Lions Bay | Lund | Maple Ridge | Mission | New Westminster | North Vancouver | Pemberton | Pitt Meadows| Port Coquitlam | Port Moody | Powell River | Richmond | Sechelt | Squamish | Surrey | Tsawwassen | Vancouver | West Vancouver | Whistler | White Rock Vancouver Island- Bamfield | Black Creek | Campbell River | Chemainus | Cobble Hill | Colwood | Cowichan Bay | Crofton | Cumberland | Courtenay | Duncan| Errington | Esquimalt | Fanny Bay | Gold River | Highlands | Knights Inlet | Ladysmith | Lake Cowichan | Lazo | Malahat | Metchosin | Mill Bay | Nanaimo | Nanoose Bay | North Saanich | Parksville | Port Alberni | Port Alice | Port Hardy | Port Mc Neill | Renfrew | Qualicum Beach | Royston | Saanich | Salt Spring Island | Saratoga Beach | Sayward | Shawnigan Lake | Sidney | Sooke | Tahsis | Telegraph Cove | Tofino | Ucluelet | Victoria | Zeballos Others- 100 Mile House | Armstrong | Ashcroft | Blind Bay | Bowen Island | Burns Lake | Cache Creek | Castlegar | Chase | Chetwynd | Cranbrook | Creston | Cultus Lake | Dallas | Dawson Creek | Duck Lake | Elkford | Enderby | Fernie | Fort Nelson | Fort St. James | Fort St. John | Fraser Lake | Fruitvale | Gibsons | Golden | Grand Forks | Houston | Invermere | Kamloops | Kelowna | Kimberley | Kitimat | Lillooet |Logan Lake, Lumby, Mackenzie, Merritt, Miller's Landing, Nakusp | Nelson | Oliver | Osoyoos | Pemberton | Penticton | Powell River | Prince George | Prince Rupert | Princeton | Quesnel | Revelstoke | Robert's Creek | Rossland | Salmo | Salmon Arm | Sechelt | Sicamous | Smithers | Sparwood | Squamish | Summerland | Terrace | Trail | Tumbler Ridge | Vanderhoof | Vernon | Welcome Beach | Whistler | Williams Lake Canadian Cities- Calgary | Edmonton | Alberta | Regina and Saskatoon | Saskatechewan | Winnipeg | Manitoba | Toronto | Ottawa | London | Kitchener | St. Catharines-Niagara | Windsor | Oshawa | Sudbury | Kingston | Thunder Bay | Berrie and Hamilton | Ontario | Quebec City | City Square | Chicoutimi | Sherbrooke | Trois Rivières and Montréal | Québec | Moncton and Saint John | New Brunswick | Halifax and Sydney | Nova Scotia | Charlottetown | Prince Edward Island | St. John’s | Newfoundland and more! What is Your Shipping Time? The majority of orders ship out from our warehouse within 1-3 business days based on product availability. However, there may be extenuating circumstances that cause an order to ship outside that time period. If you have any questions or concerns about getting your order within a specific time frame, please call us at 1-800-964-8699 and we will do our best to accommodate to your request. Who Will Deliver My Order? The majority of orders are shipped through Canada Post or UPS. Exceptionally large orders may be shipped through another common carrier. Can You Ship to My P.O. BOX? Yes, we can ship to P.O. Boxes. Addresses with PO boxes will be shipped using Canada Post. How Do I Track My Order? Once you have placed an order with us, our system will automatically send you a shipping confirmation email with a tracking number. NOTE: Please allow 24-48 hours for the carrier’s website to update the tracking information before it can be tracked. If orders have been shipped in multiple boxes, you will have multiple tracking numbers and your order may be delivered at separate times For orders that are shipped in multiple boxes, we usually use UPS but other carriers may be selected depending on demand/availability. Once shipped, you will receive a shipping confirmation email that will provide one tracking number that includes other packages in the shipment. What Do I Do If My Tracking Number Shows That The Package Has Been Delivered But I Did Not Receive Anything? If the order is delivered through Canada Post, your package may be delivered to your community mailbox or apartment mailbox instead of your doorstep. Carriers such as Canada Post or UPS will make a pre-emptive scan saying your package has been delivered even though it has not arrived. Don’t worry, your package is still en route. Sometimes your package will be delivered at the end of the next business day. If the package is still not delivered at the end of the next business day, please contact us at orders@72hours.ca so that we can open an investigation with the shipping carrier. Investigations generally take 8-10 business days and will have to be completed before we proceed with a replacement or a refund. Do You Ship Outside of Canada? No, we do not currently ship outside Canada. However, we will be shipping outside of Canada soon. Please check back again. How Do You Ship Oversized Items? Oversized items that are too large for standard mail can be arranged for pick up if you are in the Metro Vancouver area. Some oversized items may not be eligible for free shipping. Our customer service representative will notify you about any additional shipping costs. Payments & Product Availability How Do I Pay For My Order? 72HRS accepts major credit cards such as Visa, MasterCard, American Express, and more. We also offer payment options through PayPal and financing options via PayBright. You will need to ensure your billing address matches the address listed with your financial institution. If your order is placed over the phone, payment can be made via credit card (Visa, MasterCard, or American Express). If your order is placed through the Internet, you can use PayPal or a credit card (Visa, MasterCard, American Express or Discover) to pay for your order. Note: Please ensure any Virtual Private Networks (VPNs) are turned off when making an online purchase. Your purchase may get flagged for fraud if you are using a VPN. For larger volume orders, we accept personal checks, money orders, PayPal, or a credit card (Visa, MasterCard, American Express, or Discover) to pay for your order. We also offer financing through PayBright. To learn more about our financing options, click here. How to Check If Your Refund Has Been Made? Kindly allow 1-5 business days for the refund to be reflected in your method of payment. If you have still not received a refund after 5 business days, please follow the steps listed out below: Check your bank account again to ensure a refund has not been posted. Contact your credit card company or bank as it may take some time before your refund is officially posted. If you have done all of the above steps and you still have not received your refund yet, please contact us at orders@72hours.ca or give us a call toll-free at 1-800-964-8699. What is PayBright? PayBright is an alternative payment plan offered by 72HRS that enables customers to break down the costs of their purchase into biweekly or monthly installments. How Do I Pay With Paybright? Shop online at 72HRS, add items to your cart, and select “PayBright” as your payment option at checkout Confirm your payment plan with Paybright and return to 72HRS to complete your order. We’ll process and ship your order as usual. What’s a PayBright Payment Plan? PayBright payment plans enables you to break down the cost of your purchase into a series of affordable monthly or bi-weekly installments. Complete PayBright’s easy online application here to see the spending limit you prequalify for. Prequalifying will show you a preview of how much you could purchase with a PayBright payment plan. The application is quick and instant and will not impact your credit. Make 4 bi-weekly payments for orders from $100-$1,500 or make 6 monthly payments for orders from $1,500-$15,000 For more information about PayBright, please click on their FAQ page here: https://help.paybright.com/hc/en-us How Do I Get a Full Refund If I Use PayBright? Any Returns and/or Refunds are subject to the 72HRS Return & Exchange Policy. Any returns or refunds will result in the cancellation of your PayBright Payment Plan. You will not need to make any future payments. Please allow up to 28 days for any refunds or cancellations issued by 72HRS to reflect on your PayBright account. Once the refund is reflected in your PayBright account, any payments you previously made towards the payment plan will be refunded to you by PayBright the following business day on your original method of payment (including any applicable interest/processing fees). This may take an additional 5-10 business days to appear on your statement, depending on your payment processor. What If I Request a Partial Refund Using PayBright? If you return part of your purchase, the refunded portion will be reflected on the remaining balance of your PayBright Payment Plan. Note: Your regular monthly or bi-weekly payments will remain the same, but you may see a smaller final payment, a shorter, term, or both. An email will be sent by PayBright in the event of any refund confirming the transaction and the amount still owing, if any. What’s A Pay in 4 Plan? PayBright’s Pay in 4 Plan offers an affordable solution for customers by breaking up the cost of your purchase into 4 equal bi-weekly payments with no interest, no fees, and no credit check. You can make up to three (3) Pay in 4 purchases with 72HRS at a given time. Depending on the amount you are pre-approved for, you may be able to use PayBright for other purchases provided you have not used the entire pre-approved amount in one order. You may be able to make additional purchases so long as the order total is below your pre-approved amount Note: If Your Pay in 4 purchase is made through a PayBright Virtual Card, a credit check will be conducted. Why Have I Received a Confirmation From PayBright, But No Order Confirmation From the Retailer? If you have placed an order but did not receive an order confirmation email, please contact us at orders@72hours.ca to check on the status of your order. If 72HRS confirms that no order was processed, please contact PayBright here. Where Can I Review My PayBright Payment Plan? Your payment plan will be attached to the confirmation email you receive after your purchase. Log in to your PayBright account to view your current loans, payment schedule, balance, available spending limit, and other important information What Do I Do If I Placed the Order Already But Forgot to Add an Item? If the order has not been shipped yet, please contact us as soon as possible so that we can have your order be adjusted accordingly. Contact us at 1-800-964-8699 or send us an email at orders@72hours.ca If the order has already been shipped already, then we will not be able to change the order anymore and a new order will have to be placed. Do You Offer Price Adjustments or Price Matching? 72HRS offers a one-time price matching and/or price adjustments with certain conditions. Any price matching or price adjustment requests must be within 30 days. If we have lowered the price after you have purchased a product from our website, we can adjust your order price through a refund if your order was placed within a 30 day timeframe. Any items purchased with a promotional discount or offered as clearance are not eligible for price adjustments. 72HRS offers price matching for the same products dependent upon the following conditions: The price of the same product is lower in Canadian dollars The item is still in stock on 72hours.ca The price-matching request is made within 30 days of a purchase, or the order has not been made yet. Please send an email to orders@72hours.ca containing the product link if you would like to request a price-matching or price adjustment for your order. 72HRS reserves the right to change these policies at any time depending on the circumstances and without notice. Do You Offer Discounts for Military? Members of the Canadian military are able to receive discounts on 72HRS products. For more information, please contact orders@72hours.ca. What Do I need to Qualify for a First Nations People’s Sales Tax Exemption? To apply for a First Nations People’s Sales Tax Exemption, you must meet the following requirements: You are entitled to a sales tax exemption under the Indian Act The product(s) will be delivered to a reserve Federal and Provincial tax exemption requirements are adhered to All forms must be submitted within 30days of the invoice ship date How to Apply: Please submit the following documentation to orders@72hours.ca for each order being claimed: Certificate of Indian Status (CIS) if the order is for personal use or A Canadian Band Certification if the order is for band use All claims will be reviewed within 5 business days of receiving them. Should we require more information, your claim may take longer to review, and we may need to contact you. Any sales tax refunds will be based on applicable Federal GST/HST rules and any applicable provincial laws to the product’s shipped province. 72HRS will not be able to provide any sales tax refunds if claims do not meet all requirements. For any future orders with us, the same email address can be used to place the order so that the tax-exempt status will be saved. How do I cancel my order if I have changed my mind? If the order has not been shipped yet, kindly contact us at 1-800-964-8699 or send us an email at orders@72hours.ca and we will process a full refund. No cancellations are allowed on PPE products. If the order has already been shipped and is enroute to you, kindly deny receipt of the package when it does get delivered. We will process a refund as soon as the package has been returned and after inspection of the items. Please note that any shipping or processing charges paid are non-refundable. If your package is delivered and you were unable to refuse the package, then any return/exchange shipping must be covered at your own expense. What is Your Policy on Product Availability? All price changes on the 72HRS website take effect as of midnight PST on the advertised date. Any products, pricing, promotions, exclusions, and availability may vary and are subject to change without notice In the event of a pricing error, 72HRS reserves the right to cancel any orders related to said pricing errors Any products, pricing, promotions, exclusions, and availability may vary and are subject to change without notice. Pre-order products may be placed online like any other product but the order will be shipped when the shipments arrives. Pre-order products will be indicated on the product page with an estimated date that the order will be shipped.
