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    Frequently Asked Questions

      Buying Online Is Simple And Easy

      • How do i purchase a Gitzo product?

        For online purchases, each product has an “Add to Cart” option, which allows you to place items into the cart for purchasing. In the unlikely event that we do not carry or have stock of an item you need, check out our "Find a Store" locator. This tool allows you to easily locate an Authorized Gitzo dealer close to you, and contact them for stock availability.

      • What are your hours of operation?

        We are here for you each and every business day, Monday through Friday 8:30AM to 5:00PM.

      • How can i contact you for customer support?

        For questions related to orders placed, technical assistance and parts, please contact Gentec International at 905-513-7733. Please have your order number ready.
        Outside of business hours you can complete our "Contact Us" form and our team will aim to respond to your enquiry within 24 hours of their return.

      • How do i redeem a promo code?

        If you have a promo code, you can use it at the checkout, in the promo box placed on the upper right-hand side of the page.

      • Can i place order on phone or via email?

        We do not accept orders via telephone or email.

      My Account

      • Do i need an account to place orders at Gitzo.com?

        You do not need to register to place orders; you can check out as a guest.

      • Should i create an account on the Gitzo website?

        You do not need to register to place orders, but by creating an account, you can maximize your shopping experience and make the most of the site adding convenience. In addition, certain features and benefits of our website are only available if have registered.
        Examples of just some of those great benefits include the ability to maintain an address book for easy shipping to different addresses; the ability to create and manage your wish list and tracking your order history.

      • What do i do if i have forgotten my password?

        If you have forgotten your account password, please click on the Forgot your Password link during the sign-in process. You will be instructed to reset your password via a reset password email sent to the email address used when registering your account.

      • Can i see my order history on Gitzo.com?

        You must have a registered account to see your order history.
        It is displayed in your online account. The orders displayed here are only the ones made after registering for an account.

      • Is my personal information secure?

        Please be assured that your personal information is kept private.
        For further details, please visit our Privacy Policy.

      Payments

        Shipping & Delivery

        Orders Under $149: Standard– $8.95 | Orders Over $149: Standard – FREE
        2 Day* Delivery - $19.99 | Overnight* Delivery - $24.99
        *business days only

        • What payment methods do you accept?

          Gitzo.com store accepts the following payments for online purchases:

          Master Card, Visa, American Express, Discover.

        • When will my credit card be charged?

          The payment will be taken from your card as soon as your order is assigned for fulfilment.

        • Why is my card not working?

          We are sorry to hear you’re having trouble, this could be for a variety of reasons. Please login to your Account and ensure you have entered the correct billing address and card details for your bank account.
          Still having trouble?
          Please contact our payment process partner KIBO to resolve any payment issues by telephone at 877-412-7467.

        • How will the charge display on my credit card?

          The charge will show up on your credit card statement as "SPN*VitecImgDist".

        • Is my credit card data protected?

          Absolutely! Our order management and payment processing partner Kibo, is a PCI Level 1 compliant organisation.
          We hope this allows you to shop on the Gitzo.com with confidence.

        Returns & Refunds

        If you are not happy with your purchase, you can return a product within 30 days and we will happily refund the purchase price.
        It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA).
        Kibo Commerce, our order processing and consumer support partner will provide you the Return Authorization number (RMA) and you can contact them at 877-412-7467.

        • How much will the delivery cost & how long will it take?

          Gitzo.com provides the following delivery methods:

           

          Standard Delivery $6.99, while orders over $100 are Free Shipping.

          This service is available on all orders for delivery within 3-7 working days. All orders placed after 12pm EST. will be processed the next working day. This excludes public and bank holidays.

        • Why has my order not been shipped/delivered?

          There are a few reasons that can keep us from being able to ship your order.

          Here are a few possible causes:

          • The product(s) you ordered are out of stock or discontinued.

          • You live in a remote area and we cannot deliver there.

          • You specified an incorrect delivery address.

          • A payment issue might have occurred when you placed the order.

        • Who is going to deliver my order?

          We use Purolator for most our website orders.

          Please note that for our delivery service, a signature will be required. If you are unavailable when the courier attempts to deliver, the courier will rearrange delivery and you will be notified via the contact information you have provided for this purpose.

        • Do you deliver outside of Canada?

          Merchandise ordered on Gitzo.com can ONLY be shipped to addresses in Canada.

        • Can i have products shipped to P.O. Boxes or military bases?

          Orders cannot be shipped to P.O. boxes or military bases.

        • Can i select the date and time for delivery?

          We do not support this service; we recommend that someone is present at the address specified for delivery.

        • Do you ship to multiple addresses?

          We do not provide this service.

          Please place separate orders for each shipping address.

        Warranty

        All new goods supplied through our web site are warranted free from defects. The statutory warranty rights apply.

        • How do i return a product?

          It is easy to return a product. To return a product you will need to obtain a Return Authorization number (RMA). You can view the steps to process a return here.

        • What’s the return policy?

          If the product you receive: (a) has been sent to you incorrectly due to the Authorized Gitzo fulfiller’s error; (b) is damaged; (c) does not conform to its description; (d) is not fit for purpose; or (e) is not of satisfactory quality, it is considered defective. Note that damage caused to the product once it is in your possession does not make the product defective and is beyond our responsibility.

           

          Unwanted Products

          An unwanted product can be returned for a full refund within 14 (fourteen) days of delivery as long as it’s still in its original, unopened packaging, according with the instructions set out in clause 8 in Terms and Conditions (right of cancellation).

           

          Defective Products

          Defective products should be returned as soon as possible, and in any event, within 30 days of delivery.

           

          You can see more information about returns and the returns process here.

        Terms & Conditions

        • What is Gitzo standard warranty terms & conditions?

          Gitzo products in Canada are covered by a six-month standard limited warranty from date of purchase. Depending on the product, warranty periods can be extended to up to 10 years from date of purchase. For complete product warranty information please visit our warranty portal and select the particular product about which you are interested.

          If you are looking for a Service & Repair Center, please visit our Service and Repair page

          IMPORTANT: Please be advised that warranties are valid only on products purchased within the country of residence and through our authorized channels, in this instance, the Gitzo Canada website or through one of our authorized Gitzo dealers. Gitzo does not provide a warranty of any type or of any manner for any products purchased from unauthorized resellers, without exception. Please note, You must register your product within 1 year of purchase to extend your warranty.

        • What do you have to do to place a warranty claim?

          You will be required to submit a warranty request to our customer service warranty team. You will be requested to provide photos of the product and a copy of your original receipt. Gitzo will not provide any coverage under this warranty statement unless your claim is in compliance with all of its terms. To request warranty service, please contact service@gentec-intl.com

        Other Information