Shipping and Returns
Shipping Policy
Free shipping on orders exceeding $2,000.
For orders under $2,000, customers can choose between partial or complete shipment, with a one-time shipping charge applied.
Any requests for expedited or premium shipping will incur additional charges reflecting the cost of the upgraded service.
For orders under $2,000 placed via the website, a $50 shipping estimate will be included in the pre-authorization. The actual shipping cost will be applied at the time of shipment.
Returns & Refunds Policy
At Product Solutions Group, we want our customers to be confident in every purchase. While we strive to deliver only the best products and services, we understand that returns are sometimes necessary. This policy explains how returns and refunds are handled for domestic customers.
1. Return Authorization Required
- All returns require a Return Authorization (RA) number before being sent back.
- To request an RA, please contact our customer service team at:
orders@productsolutionsgroup.ca | 519-763-4538 - Returns received without prior authorization will not be accepted or processed.
2. Return Window & Condition of Products
- Returns are accepted within 30 days.
- Products must be unopened and returned in their original packaging, with all accessories, cables, manuals, and warranty cards included.
- Items must be packaged securely for return shipping to avoid damage in transit.
3. Non-Returnable Items
For product lifecycle reasons, the following items cannot be returned
- Special order items, Demo kits, end-of-life products, clearance, and final-sale items.
4. Freight, Faulty, or Damaged Items
- Freight issues must be reported within 7 days of delivery.
- If a product is received damaged, defective, or incorrect, please contact us immediately with details and supporting photos.
- Once authorized, Product Solutions Group will cover the cost of return shipping and provide either a replacement or full refund.
5. Return Shipping Responsibility
- For change-of-mind or non-defective returns, customers are responsible for return shipping costs.
- We strongly recommend using a tracked and insured courier service to ensure safe and verifiable delivery.
- Product Solutions Group cannot accept responsibility for items lost or damaged in transit without proper tracking.
6. Refunds & Processing
- All returns are individually inspected to ensure they meet return criteria.
- Refunds are typically processed within 3–5 business days once the returned product is received and approved.
- Refunds will be issued in the form of a credit on the account and applied to future purchases.
- Shipping charges from the original order are non-refundable, unless the return is the result of our error (damaged, defective, or incorrect shipment).
