Last updated: August 20, 2026

At Crux Prospecting, we want ordering from us to be straightforward. We ship our products around the world, and we do our best to get orders moving quickly and make sure you know what to expect.

If something goes wrong with an order, please contact us. We’d much rather work with you to solve a problem than make you navigate a complicated process.

This policy explains how we handle shipping, returns, exchanges, cancellations and refunds when you purchase directly from cruxprospecting.com.

Purchases made through one of our authorized dealers are subject to that dealer’s own shipping, return and refund policies.

1. Where We Ship

We ship worldwide.

We currently offer standard online shipping options to:

Canada
United States
Australia
New Zealand

If you are located elsewhere, please contact us before placing your order and we’ll provide a shipping quote.

International shipping availability can occasionally depend on the destination, product, carrier restrictions, customs requirements, or other circumstances outside our control.

2. Shipping Carriers

Depending on your location, order size and destination, we may ship using:

Canada Post
UPS
Purolator

We select the shipping method based on the destination and the services available for your order.

All orders are shipped with tracking.

3. Shipping Costs

Shipping rates are calculated based on factors including:

Destination country
Shipping destination
Package weight
Products in the order
Available shipping services

The shipping cost available to you will be shown during checkout.

We also offer free shipping to certain destinations when an order reaches the applicable order-value threshold. Free-shipping eligibility and thresholds may vary by destination and may change from time to time.

For destinations outside our standard online shipping regions, please contact us for a shipping quote before ordering.

4. How Quickly We Ship

Most in-stock orders are shipped within one business day.

There are occasional exceptions, particularly during busy periods, holidays, or when an item requires additional preparation.

Made-to-order Highbankers

Our Gold Trek highbankers are made to order.

Because of this, the processing time for a highbanker may be different from the normal one-business-day processing time for in-stock products.

If your order contains a made-to-order highbanker, please allow the additional production time indicated on the product page or provided to you by Crux.

If an item is on backorder, we will let you know and provide the best available information about when it is expected to ship.

5. Delivery Times

Delivery times vary depending on the destination, shipping service, customs processing and carrier.

We can provide an estimated delivery timeframe when the shipping service is selected, but delivery estimates are not guarantees.

Once a package leaves Crux, the carrier is responsible for transporting and delivering it.

Weather, transportation disruptions, customs inspections, holidays, remote delivery locations and other circumstances can sometimes cause delays.

We appreciate your patience when a carrier takes longer than expected.

6. Tracking

All orders are shipped with tracking information.

Once your order has shipped, tracking information will be provided when available so you can follow its progress.

Please remember that tracking information is provided by the carrier and may not update immediately after a package is picked up.

7. Customs, Duties and Import Fees

International orders can be subject to customs requirements, duties, taxes, brokerage charges and other import-related costs.

These charges are determined by the destination country and its customs authorities. International shipments are subject to the customs laws and requirements of the destination country.

Canada

Canadian customers are charged applicable taxes based on their shipping location.

United States

For orders shipped to the United States, Crux generally ships with applicable import fees paid as part of our shipping arrangements.

United Kingdom and European Union

For orders shipped to the UK and EU, Crux generally ships with applicable import fees paid as part of our shipping arrangements.

Other countries

For destinations outside Canada, the United States, United Kingdom and European Union, the recipient may be responsible for import duties, taxes, customs charges or other fees imposed by the destination country.

These charges are outside Crux’s control and can vary according to the destination country’s rules and the circumstances of the shipment.

If you are unsure about potential import costs for your country, please contact us before ordering.

8. Customs Delays

Customs authorities may inspect international shipments.

Customs processing can delay delivery, sometimes significantly.

Crux cannot control how long a shipment remains with customs or how quickly a destination country’s authorities process an import.

We will provide tracking information and assist where we reasonably can, but customs delays are outside our control.

9. Lost or Damaged Packages

We take care when packaging and shipping your order, but occasionally a package can be damaged or lost while in transit.

If your package arrives damaged

Please document the damage before discarding the packaging.

Take photographs of:

The shipping box
Any visible damage
The internal packaging
The damaged product
The shipping label

Then contact us as soon as reasonably possible.

This documentation helps us work with the carrier and determine the best solution.

If your package appears to be lost

If tracking indicates that your package is lost, significantly delayed, or otherwise appears to have a problem, contact us.

We’ll help investigate the shipment and work with the carrier where appropriate.

Please keep all tracking information and shipping documentation until the issue has been resolved.

10. If We Send You the Wrong Product

If you receive an item that is different from what you ordered, please contact us.

We’ll work with you to arrange an appropriate return, replacement or other solution.

If we made the mistake, you will not be responsible for the return shipping cost.

11. Our 30-Day Return Policy

If you’ve changed your mind about a product purchased directly from Crux, we offer a 30-day return window.

To qualify for a standard return:

The return must be requested within 30 days of delivery.
The product must be unused.
The product must be returned in its original packaging.
The product must be undamaged and in resalable condition when we receive it.
All components, accessories and included parts should be returned.

Because prospecting equipment can be used in demanding environments, products that have been used, dirtied, damaged, modified or otherwise put into service generally cannot be returned under our standard change-of-mind return policy.

This does not affect any applicable warranty or consumer rights that may apply to defective or improperly supplied products.

12. Starting a Return

Please contact us before sending anything back.

We’ll provide return instructions and, where applicable, a return shipping label.

Please do not send a return to us without contacting Crux first.

This helps us identify the order and make sure the return is sent to the correct location.

13. Return Shipping

For an approved standard return, Crux will provide a return shipping label.

The cost associated with returning the product will be accounted for when processing the refund.

If the return is because:

We sent the wrong product
The product arrived damaged
There is another issue that is our responsibility

we will work with you to resolve the issue and will not charge you a return shipping cost for our error.

14. Restocking Fee

For standard change-of-mind returns, a 10% restocking fee may be deducted from the refund.

This helps cover the costs associated with processing and shipping the original order and handling the returned product.

The restocking fee applies only to returns made under our voluntary standard return policy and does not limit any refund or cancellation rights you may have under applicable consumer protection laws.

15. Refunds

Once we receive and inspect an approved return, we will process the refund.

Refunds are normally issued to the original payment method used for the purchase.

If a refund cannot reasonably be returned to the original payment method, we may provide store credit instead.

Once we process a refund, the time required for the funds to appear in your account depends on your bank, credit-card company or payment provider.

16. Exchanges

We handle exchanges on a case-by-case basis.

In most situations, we will ask you to return the original product for a refund and place a new order for the replacement product.

This keeps our inventory and payment records accurate and is generally the simplest way to handle a product change.

If you need an exchange, contact us and we’ll work out the best option.

17. Sale and Discounted Products

Discounted and sale items are final sale and are not eligible for our standard change-of-mind return policy.

This does not affect any rights you may have under applicable consumer protection laws or any applicable warranty.

18. Order Cancellations

If you change your mind about an order, contact us as soon as possible.

Before the order ships

If your order has not yet shipped, we can generally cancel the entire order and provide a full refund to the original payment method.

After the order has shipped

Once an order has shipped, it can no longer be cancelled as an unshipped order.

At that point, you can contact us about returning the product under our standard return policy, provided the product qualifies for return.

For made-to-order products, please contact us as soon as possible if you need to cancel. Once production or fulfillment has progressed, cancellation may no longer be possible.

19. Incorrect Shipping Addresses

Please carefully check your shipping information before completing your order.

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned to us because of:

An incorrect address
An incomplete address
A missing apartment/unit number
An incorrect postal or ZIP code
The recipient being unavailable where a signature or pickup is required

additional shipping charges may be required before we resend the order.

If you realize you’ve entered the wrong address, contact us immediately. If the order has not yet shipped, we will do our best to correct it before it leaves our facility.

20. Products Purchased Through Dealers

Crux products are also sold through authorized dealers.

If you purchased a Crux product from a dealer rather than directly from cruxprospecting.com, your purchase is subject to the dealer’s own shipping, return, exchange and refund policies.

Please contact the dealer where you purchased the product for assistance with a return or refund.

This does not prevent you from contacting Crux regarding product support or warranty matters where applicable.

21. Warranty

Our warranty is covered by a separate Crux Prospecting Warranty Policy.

Our return policy and warranty policy serve different purposes:

Returns generally cover situations where you change your mind about an unused product.

Warranty claims concern products that have a qualifying manufacturing defect or other issue covered by the applicable warranty.

Please refer to our Warranty Policy for complete details.

22. Your Rights Under Consumer Protection Laws

This policy describes Crux’s standard shipping, return, exchange and refund practices. It does not remove or limit rights that cannot legally be excluded under applicable consumer protection laws.

Crux operates in British Columbia, Canada, and online purchases from BC businesses can be subject to BC’s distance-sales requirements.

BC’s current rules require businesses selling online to provide customers with certain information before purchase, including delivery details and their cancellation, return, exchange and refund policies. Consumers may also have statutory cancellation and refund rights in certain circumstances, including where required information was not properly provided or goods are not supplied within the legally applicable timeframe.

Where applicable law gives you rights that are more favourable than this policy, those legal rights will apply.

23. Contact Us

If you have a question about an order, shipping problem, return, exchange or refund, please contact us.

We’d rather hear from you and have an opportunity to make things right than have you wonder what to do next.

Crux Prospecting

Please use the contact information provided on our website to get in touch with us.

When contacting us about an order, having your order number available will help us get you an answer faster.