HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Typically, once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. On weekends this can be held until the next business day (48-72 hours) If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up or you order on a weekend, processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. Our primary carriers for U.S customers is 1) UPS 2) Fed Ex and 3) USPS, in that order. If you have a preference or know that there is an issue with a delivery company we may choose by default, please email us to correct the carrier. Our headquarters are in New Mexico. We generally have a 4-5 day transit time to the far NE section of the country but carriers are the sole derminant of this.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart. We can sometimes create special packaging for large orders like our government agencies. Depending on the size we may choose to use truck freight to save you money. If this is the case, we will call you to discuss logistics.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will email you to confirm the order stands or if you would like to cancel it and be refunded. The nature of authentic medical components can be volitile during times of global conflict. We only use hospital grade or authentic medical devices and suffer from shortages like many other medical facilities during those times.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
If you are an international customer, please contact us before you purchase. Due to US government regulations, there are sanctions in place that prohibit our company from exporting medical grade components. We abide by all US laws regarding these items and cannot sell or ship to those areas.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We strive to over pack all of our orders and our mechandise is generally not fragile. In the case that your order arrives with heavy external damage to the box, please photograph it before opening and then take pictures of the items being removed. If you have experienced damage, we will send you a replacement for the damaged item. We will not honor any damage claims to products not photographed in that sequence. If you open the packages to inspect the products, be aware that by law we cannot accept the product back for safety reasons. For this reason, do not open your packaging up completely if you have any intentions of returning the items. We will not issue a refund and we will not accept the product. This a a legal issue with medical devices in the US.
HOW CAN I TRACK MY ORDER?
You will receive a tracking number for your order when it is recieved by the carrier. If you choose so, we can send this via text or by email.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic delivery issues become the responsibility of the local postal service once the package has been shipped from our warehouse or suppliers. If you require assistance, please reach out to your local postal service for support in locating your package.
WHAT DO I DO IF I HAVE AN ISSUE THAT ISN'T LISTED HERE?
If you are experiencing an issue with anything you purchased from us that has not been listed in the FAQs, we want you to contact us to attempt to resolve the issue. We strive for perfection but no one is actually perfect. We will do all we can to get a resolution that is acceptable to all parties.To get a hold of us to assist you please either use the Contact Us tab or email us at support@survivalbootcamp.com