Common queries answered

Frequently asked Questions

Marstar Canada is open Monday to Friday 8am to 4pm EST.

We are closed for lunch between 12pm and 1pm EST.

Marstar is closed to Canadian statutory holidays.

sales@marstar.ca For product-related information on firearms, parts, accessories, militaria and anything else we sell or buy.

billing@marstar.ca For questions related to your order, to order tracking and to invoicing.

web@marstar.ca For reporting bad/broken links, requesting password resets or for other website matters (but no product-related questions please).

Important: our sales and service representatives can only answer the phone during office hours.

Toll-Free: 888-744-0066 (for calls from within Canada and the United States)
Local: 613-678-3173 (for calls from outside Canada and the United States)
Fax: 613-678-2359 (fax messages may be sent at any time of day)

Important: do not return goods to Marstar without contacting us in advance. For security reasons we will not accept delivery of any unexpected parcels: these will be returned to sender at their risk and expense. Please read how to return items for further details.

Marstar Canada Inc.
1763 Pleasant Corner road
Vankleek Hill, ON
K0B 1R0
Canada

Marstar is a warehouse operation, not a retail store. We do not have a showroom or a retail outlet (though many of our products are available at select firearms and militaria dealers across Canada).

We are not open to the public for security reasons. Please do not attempt to visit our warehouse: members of the general public and all those who have not booked an appointment with us in advance will be turned away.

We are available strictly on a ‘by appointment only’ basis to the following people:

a) Firearms Dealers who have a valid Firearms Business Licence issued by the Canadian Firearms Centre.

b) Purchasing agents for the military, museums, and law enforcement agencies with departmental authorization on official letterhead.

c) Movie Production Companies with a valid Firearms Business Licence issued by the Canadian Firearms Centre for the use of firearms in movie making.

d) You must be registered under the controlled Goods Act or possess the appropriate security clearance to gain access to Marstar’s facility.

The above are reminded that an appointment must be booked with us prior to their visit and that we do not have the facilities or additional staff to accommodate other visitors (please do not bring friends, relatives, spouses, or children: they will not be permitted to enter the building).

What is covered?

Any item sold by Marstar Canada which is not otherwise covered by a Manufacturer, Importer or Distributor warranty.


What is not covered?

This warranty does not cover:

1) Any damage caused by use or misuse of this product.

2) Any repairs made by the end-user or an agent acting on their behalf

3) Any deficiencies in materials and workmanship that are considered normal or common within the industry (IE rough machining on a Norinco).

4) Any operations carried out that are not defined in the owners manual.

5) Military Surplus items or parts.

6) Items sold as Used, Shop Demo, or Clearance.

7) Items for which an external warranty service exists, but for which warranty has been declined by the warranty center.

8) Damage which occured during shipping (Please contact us and we will start a claim immediately)

 

In the case of firearms, this warranty does not cover

1) Sight alignment

2) Cosmetics with relation to wood grain and metal finish

3) Changes in government regulation regarding the class of the firearm

 

How long does this Warranty last?

This warranty will last for one month from the original date of receipt of the item by the purchaser, and is dependant on our ability to confirm a mechanical defect. In cases where we cannot confirm a defect or malfunction, the item will be treated as a return.

 

Who is Covered?

This warranty covers the original purchaser of the item and is non-transferable.

 

How to obtain services

To obtain product support or initiate a warranty claim please contact us by phone at 1-888-744-0066, or by emailing payam@marstar.ca . Do not send items to Marstar Canada without contacting us first.

 

Shipping

Shipping related expenses are at customer cost, unless the return is due to an error on the part of Marstar Canada (IE shipping the wrong item)

 

Remedy

Marstar Canada will attempt to remedy all warranty claims in the following way:

· Repair

· Replacement when repairs are not possible

· Refund or Store Credit when replacements are not available.

Returns

 

What is covered?

Any item sold by Marstar Canada, received by the purchaser within the past two weeks.

 

What is not covered?

Any product that has been used, modified or damaged, is returned incomplete, or with missing or damaged packaging.

 

How to obtain services

To initiate a return please contact us by phone at 1-888-744-0066, or by emailing payam@marstar.ca

 

Shipping

Shipping related expenses are at customer cost.

 

Restocking

Returns may be subject to a restocking fee of up to 20%.

1. Damaged Packages and/or Damaged Goods

Important: never ship anything to Marstar without contacting us first (click here for instructions on returning items to us). We will not accept unexpected shipments for security reasons and will not be responsible for postage and handling charges on parcels that have not been properly shipped.

Note: incidents of damage during shipment and lost items or parcels occurs very, very rarely. The following information is provided in the extremely unlikely event of loss or damage to a shipment: we encourage all clients to review the information provided below because there is no substitute for being prepared.

a) Whenever possible, do NOT sign for or accept delivery of any parcel that looks like it has been opened and/or damaged in transit unless and until the postal service or courier notes the issues with the shipment on the waybill, packing list, or shipping label.

b) Inspect the contents of the damaged parcels immediately and take note of any damaged or missing items therein. Taking a photo would be advised.

c) In accordance with Canada Post and courier policies, we (the shipper) must initiate the loss or damage claim with the shipping service. It is vital that we be contacted as soon as possible to start the paperwork. Please do not forget to have your invoice number and full contact information ready. We must file damage claims with the shipping company no later than 15 (fifteen) days after the items were shipped from us or we will not be compensated!

2. Lost Packages – Missing Shipments

Missing Canada Post Shipments: our postal service does not consider a domestically shipped letter or parcel to be officially lost until 60 days from the original shipping date have elapsed without delivery, and will not consider ‘loss claims’ filed prior to this 60 day limit. We must be notified in order to file the claim on your behalf.

Missing Expedited or Courier Shipments: If your parcel was shipped via Canada Post Expedited, Canada Post XpressPost, or courier service please contact us if it has not arrived after fifteen (15) days for shipments wihin Canada or after thirty (30) days for U.S. and freign shipments.

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