Please review the following policies carefully.
Survival Gear Prepper offers a quicker dispute solution, and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received, including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Survival Gear Prepper if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Survival Gear Prepper will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from the Survival Gear Prepper warehouse. The following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after the orders depart from the Survival Gear Prepper warehouse.
b. For Brazil, it is after 110 days, counting from the date that the order departed from the Survival Gear Prepper warehouse due to the strict customs clearance in Brazil.
c. For US Post Registered Air Mail and Survival Gear Prepper liquid line to all countries, Survival Gear Prepper will deal with your dispute for delayed orders after 100 days, counting from the date that the order departed from Survival Gear Prepper's warehouse.
d. For some special shipping methods, Survival Gear Prepper cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and was pending because of an insufficient address, the package was unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Survival Gear Prepper will not deal with the refund or resend if the tracking information shows the order has been delivered.
a. If your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. Meanwhile, your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Survival Gear Prepper takes no responsibility if products have been lost.
b. If the logistics company provides return service to the US, Survival Gear Prepper will put the products in your private inventory and will not refund them when we receive the returned items.
c. Survival Gear Prepper cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Survival Gear Prepper offers a full refund or a replacement if the packages arrive badly damaged.
Survival Gear Prepper offers a partial refund or a replacement if packages arrive partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Survival Gear Prepper cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.
e. For service products, Survival Gear Prepper refunds you the cost of the product, which is the price in US market. If you have Survival Gear Prepper quality inspection service. Otherwise, Survival Gear Prepper will not take any responsibility for them. (See the following important interpretation > Service products)
Survival Gear Prepper has a strict quality control process before products are dispatched. Survival Gear Prepper will deal with incorrect or missing products as follows:
a. For incorrect products, Survival Gear Prepper offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect the product's function, etc., Survival Gear Prepper offers a refund or resend if you provide a screenshot of your client's complaint, including name, content and date.
c. For parts missing which doesn’t affect product function, Survival Gear Prepper may refund partially or resend the missing part; for parts missing that affect product function, Survival Gear Prepper will resend the product only.
d. For accessories, Survival Gear Prepper will resend the accessories.
Notes:
For the size problem, Survival Gear Prepper will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
For orders cancellation, Survival Gear Prepper offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Survival Gear Prepper has planned and prepared for you after payment.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Notes:
a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
Survival Gear Prepper takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Survival Gear Prepper will notify you by survivalgearprepper@gmail.com
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Survival Gear Prepper lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
Notes:
For DHL, Survival Gear Prepper Packet Fast Line, Survival Gear Prepper Packet JL Express, Survival Gear Prepper Packet Thailand, the remote addresses will be charged additional cost.
Due to limited international transportation, Survival Gear Prepper will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
Products can be returned to Survival Gear Prepper US warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Survival Gear Prepper US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. Please return products within 15 days after receiving products.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Survival Gear Prepper may not refund the product cost.
b. Any disputes arising from bad quality, Survival Gear Prepper may not accept as the supplier is not Survival Gear Prepper .
c. For service products without Survival Gear Prepper 's quality checking inspection, Survival Gear Prepper may not accept the disputes.
Survival Gear Prepper shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
Survival Gear Prepper always try to offer the best service. If you have any other questions, please feel free to survivalgearprepper.com/contact-us.
