Customer service & Store Policies
At Lens & Shutter we're committed to the long term. Operating since 1974, we've learned a lot about the true value of long-term customers.
Our guiding principles are: be fair & make our customers happy. The following policies have been crafted to make your experience with us as simple & straightforward as possible.
Should you have any questions or concerns, be sure to contact us.
Commercial / Institutional Sales Department
For over 30 years, Lens & Shutter has built lasting commercial relationships with Canada's leading professional photographers as well as educational, governmental and corporate instutitions.
We offer on-going support, equipment consultations and collaboration opportunities through our events, promotions and website. We offer educational, bulk and commercial pricing
Please feel free to contact us for a quote on any equipment or services.
We offer Net 30 terms on Product Orders from verified institutions and acconts. Let us know if you would like to set up a credit account!
Conditions of Use
Lens & Shutter makes every effort to ensure that prices listed on our website & in store are current and accurate. However, it is possible for misprints, inaccuracies, omissions, or other errors to occur. Lens & Shutter cannot guarantee that products and services advertised on our website will be available when ordered.
Lens & Shutter does not claim that the content of our website & in store marketing including, without limitation, product descriptions or photographs, is accurate or complete.
Lens & Shutter reserves the right to correct any error, inaccuracy or omission at any time without prior notice or liability; change the products and services adverstised for sale on the website or in store marketing without any notice or liability; and correct, cancel or terminate any order for any reason.
Lens & Shutter will inform you if, for any reason, we are unable to complete your order.
Shipping & Online Ordering
We only ship to Canadian addresses.
Orders must be delivered to an address on file with your credit card provider.
In stock orders typically ship the same or next business day. In the event of a delay we will contact you to discuss.
Our cutoff for daily shipments is noon (12:00) Pacific Standard Time (PST).
Tracking numbers: For your convenience, we will email you the tracking number for your order after it has been shipped.
Shipping to PO Boxes: Only orders where payment conforms to Verified by Visa or Mastercard SecureCode standards are eligible for delivery to PO Box address. Lens & Shutter will not take responsibility for a lost, stolen or otherwise misplaced shipment to a PO Box address. Liability for the products being shipped will pass to the customer at time of shipping by Lens & Shutter.
Standard Shipping Rates apply for Online Ordering while Canada Post is on strike.
Online orders are only processed Monday to Friday.
Orders receieved after noon (12:00) Pacific Standard Time (PST) on Friday are typically not shipped until Monday, or in the case of a holiday, the following business day.
Our ecommerce service gives customers a convenient, secure, online shopping experience. Due to current limitations with our systems, we cannot guarantee that all product information (stock and prices) is correct at all times.
In the event that a product you ordered is not available, or the price was incorrect, we will contact you with the correct details. You will have the option of canceling the order or approving it with the corrected information.
Receipt of Online Orders:
Upon receipt of your new merchandise, please check it carefully as to contents and condition.All claims for damaged or missing items MUST be reported to Lens & Shutter within two (2) business days of receipt of merchandise.In the event your package arrives damaged, it is the responsibility of the customer to contact the carrier to inspect the package to assure full refund/replacement.All packaging MUST be retained until the problem has been resolved.Carefully unpack and inspect all merchandise. Please DO NOT damage the manufacturer's packaging.
DO NOT fill out the manufacturer's warranty cards until you are absolutely sure you want to keep your merchandise.We cannot accept merchandise for return with completed warranty cards or damaged / missing collateral material.Do not throw away any of the packaging materials such as boxes, instructions, inserts, bags, etc until you are completely sure you want to keep the equipment. Keep your invoice in a safe place.Read all instruction manuals BEFORE testing your equipment.
In-Store Pickup of Online Orders:
Orders placed online can be picked up at any of our three (3) locations.
The orders are processed at our head office and then authorized for release from the store. If the inventory is not available at your selected retail location, please allow us time to ship it there.
Orders for in-store pickup are only processed Monday to Friday, 9:00 am - 3:00 pm (PST).
Orders placed after 3:00 pm (PST) on Friday will not be processed until after the weekend.
Orders are NOT ready for pickup until you have been notified.
Special Orders & Back Orders
In the event that a product is not readily available and may have a wait time of over two (2) weeks for delivery, we will mark it as a back order.Orders can be placed for back-ordered products, but we cannot usually guarantee a specific delivery date.For online orders, we will pre-authorize your credit card but we do not bill for the sale until the product is available for pick-up or delivery.
A 20% non-refundable deposit is required for non-stocked items.Special order items are not refundable.
Price Match Guarantee
At Lens & Shutter, our goal is to provide you, our customer, with the right products at the best prices. We will settle for no less than your complete satisfaction.
The photo industry is very competitive and prices can change rapidly due to sales, rebates or price changes.
Our Price Guarantee is to protect you and provide confidence that you will always get the best price available. Our business depends on you, our customers, so should you ever have a question on pricing, we encourage you contact us - whether that's in person, over the phone or via email.
Lens & Shutter Commitment:
Terms and Conditions:
Lens & Shutter guarantees that if within 15 days of purchase you find a current lower advertised price at an Authorized Canadian Retailer, or if Lens & Shutter advertises the product at a lower price within the stated time frame, Lens & Shutter will refund the value of the difference either by original method of payment, or with a Lens & Shutter gift card.
To qualify for the Lens & Shutter Price Guarantee, the competitor must have a physical bricks & mortar store location, the item must be in stock, the same make and model, new, factory complete, sealed, and come with a Canadian manufacturer's warranty.
The Lens & Shutter Price Guarantee does not apply to the following:
refurbished goods, restricted offers, constrained items, limited or minimum quantity and/or time offers, close-outs or liquidations, special educational pricing,
exclusive mail orders, bonus offers, coupons, premiums, online auctions, advertising errors or misprints, and Boxing Week, Black Friday promotion period and Cyber Monday pricing.
Competitors' pricing will be adjusted for any applicable fees, taxes or other charges; such as shipping, membership or environmental handling fees.
The terms and conditions of the Lens & Shutter Price Guarantee are subject to change without notice.
How to request a price match:
If the item was purchased within 15 days, bring your original receipt to the nearest Lens & Shutter location and Lens & Shutter will refund the difference either by original method of payment, or a Lens & Shutter gift card.
Requests for a price match must be made within 15 days of original purchase date.
Once availability and pricing have been verified, Lens & Shutter will match the competitor's price and refund the difference either by original method of payment, or a Lens & Shutter gift card.
For online purchases, either visit your nearest Lens & Shutter location, contact email@example.com , or call 1-604-428-0838 and provide the following information:
the product details,
the name and location of the competitor,
the current advertised price
a link to the online price you would like Lens & Shutter to match.
Frequently Asked Questions
Q: How do I take advantage of the Lens & Shutter Price Guarantee?
A: For in store purchases, provide the product details, name and location of the competitor and the current advertised price. Once a sales associate has verified availability and pricing, Lens & Shutter will match the competitor's price.
Q: Do I need my original receipt for a price adjustment on a purchase?
A: Yes. If requesting a price match from a Lens & Shutter retail location, you will need to present your original receipt.
Q: Will Lens & Shutter match the additional discount provided by a competitors' private label credit/debit card?
A: Some competitors offer discounts if payment is made with a private label credit/debit card. Lens & Shutter price matches our competitors' advertised prices. Lens & Shutter does not price match discounts associated with private label credit/debit cards.
Q: Will Lens & Shutter offer a price match if the competitor does not have the item in stock or has limited quantities of the product?
A: If the item is out of stock, or is advertised as being in limited supply, Lens & Shutter will not offer a price match. Likewise, if Lens & Shutter has a product that is advertised as being in limited supply it will not be eligible for price matching.
Q: How do Shipping, EHFs and membership fees, impact the Lens & Shutter Price Guarantee?
A: Shipping charges, EHFs and membership fees are included in determining the final price used for a price match. For example, if a competitor advertises a price that is $10 less than Lens & Shutter, but charges $25 for delivery while Lens & Shutter charges no shipping fee, the competitor's price will be higher and therefore not eligible for a price match.
Q: Does Lens & Shutter match prices from competitors who do not have a retail store location in Canada?
A: The Lens & Shutter Price Guarantee covers current advertised prices from Canadian online competitors who also have a retail location in Canada. However, the product in question must be available for purchase in Canada, advertised in Canadian dollars and include a Canadian warranty.
Q: Does Lens & Shutter match prices advertised by competitors who are not Authorized Canadian Retailers?
A: The Lens & Shutter Price Guarantee covers current advertised prices from Canadian online competitors who also have a retail store location in Canada. However, the product in question must be available for purchase in Canada, advertised in Canadian dollars and include a Canadian warranty.
Exchange & Return Policy
At Lens & Shutter we always do our best to ensure you make the best purchase. If, for any reason, you are not satisfied with your purchase, we encourage you to contact us.
Our Standard Policy:
We offer a 15-day refund and/or exchange* for most merchandise we sell. *All exchanges or returns are subject to inspection and return approval by a Lens & Shutter Associate or Manager.
Damaged or Defective Products:
Any item purchased from Lens & Shutter should be checked upon receipt. Any shortage, defect and/or damage MUST be reported immediately. To help validate your claim of damaged goods, you need to retain and then submit the original shipping and product packaging to Lens & Shutter. Defective merchandise will be replaced with a similar item, upon return of the defective merchandise, once the item has been confirmed to be in factory fresh condition by the manufacturer.
Caveats and Exceptions:
Must be in "as new" condition
Any item considered for refund or exchange must be returned in "as new" unopened condition; free of visible marks, scratches or defects, complete with all components and packaging materials intact.
Some products, once used, are impossible to return to an "as new" condition and may be subject to a restocking fee. These products include, but are not limited to, Digital Cameras, Lighting Kits, and Professional grade lenses.
The restocking fee is based upon the amount of discount required to resell the product and is typically 5-20%.
Special Order and Blue Dot Clearance items are FINAL SALE - except in the case of the product being defective.
The following products cannot be exchanged or refunded:
Underwater Cameras and Housings once submerged
Open Software (seal is broken)
Open computers and related peripherals
Open Memory Cards
Ink cartridges and printers*
*We cannot refund or exchange any printer that has been opened except where the product can be shown to be defective.
Used Equipment is sold in "as is" condition. Lens and Shutter staff have performed a cursory examination of the products and deemed them to be acceptable for consignment. However, Lens and Shutter assumes no responsibility for any faults, defects or errors that may arise or were overlooked in our inspection.
We offer a 15 day money back guarantee on used equipment, less the cost of shipping. If you order the camera online and, once you receive the item, you are not satisfied. You will require a Return Authorization Number prior to sending your package.
Please contact us at firstname.lastname@example.org to coordinate return. It is strongly recommended that all used equipment be inspected and specifications verified by the buyer prior to purchase. Unless stated, the used equipment is sold with the understanding that any manufacturer or retailer warranties are no longer valid.
A refund or exchange must meet the following conditions prior to being accepted by Lens & Shutter:
The item must be accompanied by the original receipt (not a copy).
The item must be complete with all packaging, components and parts present and in "as new" condition.
The total will be refunded in the fashion it was paid (credit card, debit card, etc.).
If refunded by credit card or debit, the original credit card and cardholder must be present.
Cash purchases totaling more than $200.00 must be refunded to a credit card, debit card or Lens & Shutter Gift Card.
Returnable items may be brought directly back to the Lens & Shutter retail location from where they were purchased.
Alternatively, returnable items may be shipped by mail. Please contact us by e-mail (email@example.com) or phone (1-604-428-0838) prior to shipping goods. You will require a Return Authorization Number prior to sending your package.
Orders that are returned without an authorization number will be refused by our shipping department.
Lens & Shutter
2912 W Broadway
Vancouver, BC V6K 2G8 Canada
Your shipment will be checked upon receipt. Any shortage of merchandise or damage to product will be reported to you within 10 days of receipt and an appropriate restocking charge applied. Shipping, duty, brokerage and insurance charges are non-refundable; however, we will refund your original shipping cost if the return is a result of our error.
Updated July 18, 2014
Your personal information is collected and stored for Lens & Shutter use only. We do not sell, loan or share your information with other companies.
Your information is safeguarded by a combination of the following strategies:
Only storing what we need to do business with you to provide the services you have requested;
Limiting access to your information to approved staff members and protecting access to your info with secure logins and passwords;
and Using industry standard tools and services to protect against unauthorized access.
Cookies & Tracking
If you prefer that your browsing history is not tracked, then consider using the Google Analytics Tracking Opt-out Browser Add on.
If you enable higher security settings in your web browser or mobile device web browser, this will also limit the information that Google and other advertising services collect. As this is an area that is always evolving, it is beyond the scope of this document to cover. Please consider this Wikipedia article as a good starting point
At no time are your full credit card details ever stored on our servers or accessed by our staff. Your payment information is processed by Moneris, the leading secure payment gateway in Canada. When you enter a credit card number during the checkout process, it is submitted directly to Moneris.
Warranties & Repairs
All new products sold through Lens & Shutter come with manufacturers warranties.Original receipts are required for warranty claims.In the event of a warranty claim, contact the manufacturer directly or contact us for details on how to make a warranty claim specific to your product.
The original sales receipt is required for warranty service in Canada.Overseas warranty centres usually require both the original sales receipt and manufacturer's warranty card.
Lens & Shutter offers a lifetime warranty on all new ProMaster products sold, with the exception of batteries.
Items that are damaged by causes NOT covered by warranty; such as, but not limited to, abuse, impact, foreign substances (i.e. liquids- water/alcohol/sun tan lotion and particles-sand/ dirt/smoke), etc. may be repairable. The cause is often not apparent from visual inspection.
Items requiring repair or warranty service can be shipped to the manufacturer by Lens & Shutter on your behalf. We charge a fee of $40 for this service. The original sales receipt is required for warranty service in Canada. Overseas warranty centres usually require both the original sales receipt and manufacturer's warranty card.
Large items such as printers, computers and tripods may be subject to additional shipping/handling fees even if the repair is covered by warranty.*
*This does not include loss or replacement insurance. Please ask for a quote if you require insurance on your item.
Warranty is limited to repair or replacement of equipment only and does not include the cost of rentals, lost fees or other expenditures.The service time of repairs varies with the nature of the repairs, the availability of parts, and the workload of the service centre.
Service times cannot be guaranteed. Customers requiring the fastest service should communicate directly with the service depot and arrange their own transportation to the service facility.