I’d like to receive a quote on certain items from CTOMS. What information do you need to do this?
At CTOMS™, we take pride in delivering high quality product in a timely manner to law enforcement, military & health care professionals locally and around the world. To expediate a quote request for specific items, send us an email with the following info:
- Name of product
- Product number (found on our website)
- Quantity desired
- Colour preferences
- Sizing (if applicable)
- Shipping address & Billing address
- Full name of your organization (if applicable)
I am looking to purchase medical devices or equipment for use or resale outside of Canada. Can I do this?
Unfortunately, CTOMS™ is presently unable to sell medical devices, including tourniquets, bandages and hemostatic dressings, outside of Canada. However, we do sell medical carriage, nylon & TRACE systems products globally (barring certain exclusivity agreements) – contact us for details!
I’m located outside of Canada – do you ship internationally? Do you ship to APO addresses?
Yes! Apart from our medical products, we are proud to ship all regalia, medical carriage, nylon & TRACE systems products globally and to APO addresses – contact us for details!
I am a member of the military / law enforcement / emergency medical service / fire rescue in my area. Are there discounts available to me?
Absolutely! We offer agency discounts for all active duty service members and first responders – please contact our team for details.
My order says “Pending Fulfillment” – what does this mean?
At CTOMS™, we take pride in ensuring every order we receive is sent out with the highest standards of accuracy & expediency. A Pending Fulfillment status indicates that we have received your order and are working on fulfilling it.
If your item is in stock, we aim to have your order shipped out within 3-5 business days. However, if your order has not shipped out within this time frame, the order (or a component within your order) is currently back ordered. Your order will stay in “Pending Fulfillment” status until all items are available to be shipped to you. Partial shipments may be requested by contacting us, but kindly note additional shipping fees may apply.
I’m looking for a product from one of your vendors and don’t see it on your website. Can you get this for me?
We endeavour to supply the highest quality products from industry leading suppliers that best serve our target market. If there is specific product you are looking for and are unable to find in our catalog, please let us know and we will be happy to assist you further.
What does Special Order / Backorder mean?
Our product catalog spans a wide quantity of items, often exceeding the storage facilities we have available. To that end, certain products are Special Order only, meaning that stock is not carried in the warehouse and must be ordered directly from the vendor before it can be supplied. Kindly note: special order items may qualify as final sale in certain instances – see us for details.
Backordered products refer to those items that are still awaiting production by the vendor, or shipping into our warehouse. Our average lead times on backorded products range from 2 – 4 weeks.
How is shipping calculated?
Shipping costs are provided directly from the courier service available in your area (Canada Post, Fedex, UPS), and include material & handling costs from our warehouse.
Can you provide me an ETA for my Crye Precision gear order?
Due to the high demand of Crye Precision, kindly be advised we are unable to commit to definitive ETA’s for Crye products. We work hard to ensure every order is processed, shipped & delivered with accuracy and expediency. As a licensed distributor of Crye Precision, we are reliant on their supply & shipping policies to have your products delivered as quickly as possible.
I see two authorizations on my credit card – why is this?
Once a sales order is generated, our payment-processing software will pre-authorize your credit card for the full amount of the purchase to ensure the information provided is correct. Once your order has shipped, we then charge the full amount as a completed sale. For 2-3 business days, you might see both the pre-authorization and charged amount on your credit card statement – the pre-authorized amount should disappear from your statement within a few days.
I just ordered product – can you tell me where I can locate my tracking number?
Once your order ships out, you will be sent a receipt in the form of a Cash Sale. This Cash Sale will itemize what amount you were charged, the details of your order, as well as the tracking information. For some orders, especially international orders, the tracking can be found at the very bottom of the Cash Sale document.
I want to return / exchange a product – how can I do this?
All products manufactured or sold by CTOMS™ Inc. may be returned in the original unused condition for a refund or exchange within thirty (30) days from the date of shipping after the customer obtains a Return Merchandise Authorization (RMA) from CTOMS™ Inc. RMA's can be acquired by contacting CTOMS™ Inc. directly at email@example.com or at 1-780-469-6106
Medical devices and safety equipment (including rope, carabiners, harness and the like as determined exclusively by CTOMS™ Inc.) cannot be returned, exchanged or refunded for safety reasons and are final sale only. CTOMS™ Inc. reserves the right to refuse any return for any reason.
Do I get an invoice?
Yes, you will be sent a receipt in the form of a Cash Sale which will itemize details of your order including what you were charged, what shipped as well as your tracking information.
I’m interested in reselling your products in my area – can I do this?
We welcome prospective dealers of our product line - please contact us directly to discuss further the possibilities of establishing a reseller agreement.