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customer service

Frequently Asked Questions

    Buying Online Is Simple And Easy

    • Backorder Notification: What It Means?

      Sometimes we have limited quantities of stock and unfortunately it can happen that 2 people at same time buy the last piece. One of these orders will result in a backorder. This means that we will be able to send you the product when it becomes available again. If your backorder is for a discounted product, you will receive it at this price. The waiting time depends on the product and it will be communicated to you via email.

    • Preorder: What Does It Mean?

      When you add a product in your cart you can see: Preorder.

      This means that the product has either not been launched yet in your market or is currently out of stock with more on the way from the factory. This gives you the opportunity to reserve your place in line. You will be notified via email when the order will be shipped.

    • How Do I Purchase a Manfrotto 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 Manfrotto 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.

    • Where can i find some help to buy the product that fits my need?

      We provide product guides & advice from our experts for all our products on Manfrottto.us.
      You can find them in our Shopping Assistant section of the site.

    • 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.

      Please note that you need to be logged in to your free customer account to use coupon codes. If you do not have a free account you can register for one here .

      Please note that promo codes are not compatible with existing sales, specials or discounts.

    • 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 manfrotto.com?

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

    • Should i create an account on the Manfrotto 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 manfrotto.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

    • What payment methods do you accept?

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

      Mastercard, 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 Order Desk by e-mail at videndum.gentec-intl.com so we can investigate the matter.

    • How will the charge display on my credit card?

      The charge will show up on your credit card statement as "Gentec International".

    • Is my credit card data protected?

      Absolutely! We use industry leading PCI-compliant payment processors to process the transaction. All credit card data is fully encrypted with the payment processor and not retained by Manfrotto, Videndum.or Gentec International.
      We hope this allows you to shop on the Manfrotto.ca with confidence.

    Shipping & Delivery

    Orders Under $100: Standard– $6.99 | Orders Over $100: Standard – FREE

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

      Manfrotto.ca 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 Manfrotto.ca 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.

    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 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 Manfrotto 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.

    Warranty

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

    • What is Manfrotto’s standard warranty terms & conditions?

      Manfrotto 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 Manfrotto Canada website or through one of our authorized Manfrotto dealers. Manfrotto 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. Manfrotto 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

    Terms & Conditions

      Other Information