Return Policy
The following policy applies to items purchased on the Frontline Paintball website. This policy does not apply to items purchased in a Frontline Paintball store. Please contact your local Frontline Paintball store for details on the In-Store Return Policy. All web returns and exchanges must be arranged through the Frontline Paintball Corporate Head Office, located at 10 Pearl Place in St. John's, Newfoundland, Canada. Please note that this address is not open to the public and you may not make purchases or returns in person at this address. Returns and exchanges for purchases made on the Frontline Paintball website may not be made at, nor shipped to, a Frontline Paintball retail store.
What items are eligible for return or exchange?
- Frontline Paintball will gladly accept new merchandise for return or exchange within 30 days of the original invoice date. Certain products may not be returned for any reason, including any item that has been used, any item of apparel that has been worn or washed, and paintballs. While Frontline Paintball makes every reasonable effort to ensure that paintballs will arrive intact, Frontline Paintball makes no guarantee, explicit or implied, that paintballs shipped to you will arrive unbroken. Every case is checked for damage prior to final packaging.
- No returns will be accepted on closeout or final sale items.
My item is new, can I return or exchange it?
- Unopened and unused products may be returned for refund or exchange within 30 days of the original invoice date.. All products must be unused, in new condition, and accompanied by all the original manufacturer's packaging, manual(s), blank warranty cards, and miscellaneous part and accessories. Items in sealed clam-shells must be unopened.
- All items are subject to inspection and all decisions made by Frontline Paintball as to the condition of items, and their eligibility for return or exchange, are final.
- All items returned for credit or exchange must be accompanied by the original invoice.
My item is used or has been opened, can I return or exchange it?
- No returns or exchanges will be accepted on items that are used, damaged, not in original condition, missing any parts or materials, or with missing or damaged packaging. An item will be deemed used if there have been any attempts to install, modify, shoot, test fire, wear or wash.
- Items returned that are not eligible for return will be returned at the customer's expense.
- If you are unsatisfied with your product please contact us for more information.
I would like to return an item. How do I do this?
- If you would like to return something to us, please log into your account and fill out the Product Returns form. After you have submitted your Product Returns (PR) request, instructions will be emailed to you once your request has been approved. You will be notified by email if your request is refused for any reason. Alternatively, you may phone us at (709) 747-GOLD (4653) to receive a PR number and instructions for returning product.
- A PR number is required for all returns and exchanges. This PR number must be written on the outside of box used for packing, or the package will be refused. Do not write the PR number on the Original Equipment Manufacturer (OEM) packaging.
- All products must be returned in a suitable box that protects the item and the item's OEM packaging from damage during transit.
- Items must not be returned with shipping labels affixed to the item's OEM packaging. Do not use the item's packaging as the shipping box. Any item returned with damaged packaging or marks of any kind on the item's OEM packaging will be deemed not eligible for return.
- Freight on all returns is the customer's responsibility.
- All refunds for purchases made with a credit card will only be applied against the same credit card.
- All non-credit card purchases will be refunded by means of a Frontline Paintball company cheque only, made payable to name of the person who originally paid for the order.
I would like to make an exchange. How do I do this?
- A credit will be issued for all items returned to Frontline Paintball. If you wish to exchange a product purchased from our website, we will credit you for the original purchase and place a new order for the replacement product for you. You will be charged for the replacement product when we ship it to you, and you will be credited for the item you wish to exchange once we have received it back at our warehouse and it has been inspected and approved for return.
- If we shipped you an item that appeared on your order, and you wish to return it for exchange, you will be responsible for all shipping charges.
- If you would like to return something to us for exchange, please log into your account and fill out the PR request form. After you have submitted your PR request, instructions will be emailed to you once your request has been approved. You will be notified by email if your request is refused for any reason. Alternatively, you may phone us at (709) 747-GOLD (4653) to receive a PR number and instructions for returning product.
I received the wrong product. What do I do?
- Please report any incorrectly shipped items immediately by calling us at (709) 747-GOLD (4653). Claims will only be handled if reported within 5 business days of the receipt of your package(s). You will receive full instructions on how to return your item at this time.
- Frontline Paintball will credit you the purchase price upon receipt of the item at our warehouse once it has passed inspection. If you have opened or used the item that was sent to you in error, we will not be able to accept your return.
- Frontline Paintball will credit you for the cost of the return shipping if the return or exchange is required as a result of an error on our part. We will only credit you for standard Canada Post parcel rates or UPS ground service. If you return the item using another carrier, or at a higher level of service, we may only reimburse you for the cost of sending the parcel by Canada Post or UPS regular service.
I received someone else's order. What should I do?
- In the event that you receive someone else's order, please contact us at (709) 747-GOLD (4653) for instructions on how to return the package.
I have more questions or can't find the answer to my question here. What do I do?