About The First Alert Store Canada

FirstAlertStore.ca is owned and operated by eAccess Solutions, Inc. eAccess is a global provider of consumer products, software and consulting services, Headquartered in Chicago, IL., eAccess has Millions of customers worldwide and proudly serves over 65% of the US Fortune 100, major branches of the US Government, US Military, Educational Institutions, Small Businesses and Individual consumers everywhere. Our goal is to exceed your expectations with top-notch customer service driven by our hands on experience with the products we sell.

Security:

All orders on FirstAlertStore.ca are processed with the latest 128-bit SSL encryption on our secure server. Upon completion of your order we will confirm it immediately via e-mail. Your order will then be assigned a tracking number so that you may monitor its progress through our on-line customer care center. Every item regarding your order is held in the strictest of confidence using the latest in on-line security. At NO time do we ever sell or distribute our customer information. If you wish to place your order via phone, please call us at 847-701-3019 option 2.

Orders:

Orders are processed Monday through Friday 8:00am-4:00pm CST (express orders processed until 4:30pm CST). Orders placed on the weekend or holidays will be processed on the following business day. Upon submission of your order, you will automatically be sent an email to confirm that your order has been received and your credit card information has been verified. Your email confirmation will show the status of the items that you ordered and confirm your method of shipment. We accept online and phone orders. By placing a phone order, you are providing verbal acceptance of our Terms and Conditions. Note: All of our products sold, are brand new OEM and custom accessories shipped in retail or bulk packaging. Orders are processed in the order that they are received, in the event that a product runs out of stock after your order has been placed, you will receive an email to notify you of the potential delay in receiving your order.


Out Of Stock / On Order Items:

From time to time, it is unavoidable, stock shortages will occur. Why?


  • Demand for an item is much higher than expected and our manufacturer needs time to restock our supply.
  • The manufacturer has an unforeseen backorder of an item due to a shortage of parts, materials, etc.
  • Delivery delays can be caused by transportation strikes, natural disasters such as floods, snow or rain storms, etc.
  • The estimated in stock date of an item is subject to change at any time.


Payment Methods:

All transactions for FirstAlertStore.ca are billed in Canadian Dollars. FirstAlertStore.ca accepts VISA, MasterCard, and American Express. Once your order has been received and your credit card information has been verified, your payment will be processed by eAccess Solutions, Inc. and will appear on your credit card statement.


Shipping:

All orders placed on FirstAlertStore.ca can be quickly tracked through our on-line Customer Service tool. You will also receive a convenient hyperlink in your emailed order confirmation giving you quick access to your order's progress. Orders are shipped weekdays (non-holidays) and our cutoff time for express service is 4:30pm CT (5:30pm ET). Delivery transit time starts once we have filled the order and our carrier has picked up the package.
  • Please allow 1-2 business days for order processing.
  • We will not provide Shipping Refunds due to weather related delivery delays.
  • Deliveries to remote areas may increase delivery time.
  • Any order over CAD$ 250.00 (Canadian Dollars) will incur an insurance fee.
For all residential deliveries:
FirstAlertStore.ca will not be held responsible for packages left outside a resident's door if signature service is NOT requested or if the customer has a signature release on file with FedEx. Customers may select signature required service at the time of order placement (additional fees may apply).


Federal Express Options:

  • We offer your choice of Ground, 2nd Day, Express Saver and Priority Overnight.
  • Transit times for Ground shipments see zone map.
* All packages shipped via Federal Express are traceable at each scan point between our facility and your destination.
* Any order over CAD$ 250.00 (Canadian dollars) will incur an insurance fee.


Refused Packages/ Undeliverable Packages:
Customers will be automatically charged a service fee for:

  • Any refused package.
  • Undeliverable packages due to incomplete address information, no signature on file, or no recipient at the shipping location provided.
  • Re-shipment of packages returned to us.


Merchandise Damaged In Transit:
If your merchandise arrives damaged, notify us before returning it. We must be notified within one business day to insure proper handling of your claim. Some shipping companies require that a representative come to your home. Remember to keep the original packaging. Do not discard the shipping box, after inspecting the damaged parcel, they will return it to us. This procedure needs to be followed in these rare occasions.


Missing Items in Shipment:
If you receive a package and there is a missing item, you must notify us within 24 hours to ensure proper handling of your claim. We are not responsible for missing items not reported to us after the 24 hour allotted time.


Returns/Exchanges Policy:

Our goal is to provide our customers with the best products available. We conduct extensive testing on each product to look for the best compatibility, fit, finish, ease of use and quality. In the event you are dissatisfied with a product, please contact us within 30 days of the shipment date at our returns department for a RMA (Return Merchandise Authorization) number so that we can insure proper tracking of your return. Once we receive your RMA request, we will issue you an RMA instructional email, which will explain how and where to ship the returned items to. Please check your spam folder for the instructional email. After we receive your return, please allow 5 business days to process your transaction. Shipping charges will NOT be refunded. Any returns shipped to us without an authorized RMA number on the package will be refused at the time of delivery.


  • Defective Items: If you receive a defective product, please contact us within our 30 day return policy. The replacement item will be sent to you and you will either be sent a label via email or we will include a self-addressed pouch to return the defective item to us. There will be a charge for the replacement product but we will issue a full refund when we receive the defective item back, including all original parts and packaging. If for any reason, the customer does not want the replacement for the defective item, the customer assumes responsibility for the return shipping costs. If our staff tests the returned item and it has been found to not to be defective, the customer assumes responsibility for the additional shipping costs, as well as a restock fee.

  • Erroneously Shipped Items: If you receive an erroneously shipped product, please contact us within one business day of receiving the product to open your support ticket. We require you to fill out a support ticket with as much information about the erroneously shipped item as possible. The originally ordered item will be sent to you and will include a self-addressed pouch to return the erroneously shipped item and all original packaging to us. If the item returned was found to actually match the item originally ordered, the customer will be charged a restocking fee and any related shipping costs. The customer assumes responsibility for the additional shipping costs and for the original item if it is not returned within 10 business days.

  • All Other Returns: For all other returns/exchanges, please click here to contact our returns department for the RMA number. All items must be returned in new condition with all original parts and packaging. Based on our evaluation of the item(s), condition, contents and packaging a 10%-30% re-stocking fee will be charged. Additional charges may apply for any missing or damaged parts. In the event you want to do an exchange, you may place a new order for the items you wish to purchase.


  • Test Kits: Test kits are not returnable due to the non-reusable nature of these products.


  • Manufacturer's Warranty: All OEM products are sold with the full manufacturer's warranty, please consult the information enclosed with your packaging for terms and conditions. All other warranty periods vary by manufacturer and product.


  • Clearance Items: Clearance items are final sale and not returnable.

Customer Support:

We provide unmatched support and service for our customers. Support for any product purchased from us is always FREE and available for the lifetime of your purchase. To open up a support ticket click here or contact us via phone at 847-991-4385.


Thank you for your business!

The First Alert Store Canada Team
(847) 991-4385