Due to the COVID-19 worldwide pandemic:

  • We may not be able to get back to you right away. Please give us a few days.
  • Social media does not handle customer service. That is handled here on this page.
  • The entire survival product industry (not just us) has been affected by the unprecedented global pandemic. This means it may take us time to get your order shipped out to you. We ask that you be patient, as we are being patient with the situation, too.
  • Our focus is on shipping out products. Having to answer simple questions that are answered in our FAQ takes time away from us shipping your order.
  • Please, read the FAQ before you fill out a support ticket.
  • Please, treat our customer service people with kindness, dignity and respect. We appreciate your full cooperation in this matter.

Frequently Asked Questions

I only received part of my order. Where are the other items?

If you have multiple items on your order there is a good chance that they will be shipped separately. As noted in the product descriptions some of our items are custom or handmade. We also ship from several different fulfillment centers. Once an item on your order ship we will send you the tracking number for that particular item.

I received an item with at least one part of the item that was substituted. Why is that?

Sometimes, we substitute an item with a similar or better item. We do this to expedite shipping.

What are my options if I haven’t received my order?
  1. The current world conditions may have delayed your shipment.
  2. Perhaps, it was delivered and a family member or roommate accepted the package and forgot to tell you. Please, talk with anyone who lives with you to verify if the package was delivered or not.
  3. A lot of our products are custom made for each order. This means they will take a little time to make, assemble or put together. Check the item’s description to see if it is custom made.
  4. Perhaps it was lost in shipping. Check your tracking number. This would have been emailed to you.
  5. You can check to see if your order was shipped or if it is still being processed if you made an account with us when you placed your order. Simply log in and check the status of your order.
  6. If you have completed the above steps and you still cannot locate your order. Please, contact us by clicking the giant grey button below and we will help you locate it.
Why haven't I received an order confirmation?
There’s two main reasons why this happens. One is that it has ended up in your spam folder so please check that to see if you received it. The other reason is that perhaps your email address was entered incorrectly on your order. If it’s not in your spam folder click the “Open a Support Ticket” button below and we will help.
What is your phone number?

We do not have a phone number for orders or customer service. If you need to contact us please do so below.

I made a support ticket and haven't heard back. Why is that?

We do not answer tickets every day. We usually answer tickets on Monday, Wednesday and Friday during business hours. Please allow a few days for your ticket to be answered.

Do you guarantee delivery times?

We do not guarantee delivery times on regular shipping. See Below for next day shipping on gift baskets.

How does next day shipping work on gift baskets?

All orders placed on Saturday and Sunday ship on the next business day. Orders placed Monday through Friday prior to 1:00 PM CST ship the same day, unless it is a holiday. Orders placed after 1:00 PM CST ship the next business day. Business days do not include holidays or weekends. No exceptions.

Not all gift baskets ship Next Day. Only gift baskets that are clearly labeled in the title  with next day shipping ship next day and in cold packaging. This ship time is not a guarantee due to unforeseen occurrences.

How can I cancel an order?

If you must cancel an order, you can fill out a support ticket below. Once you have been approved for a cancellation you will receive a credit to the card used in the original transaction.

An order cannot be canceled once it enters the “Preparing to Ship” status. If it has entered the “Preparing to Ship” phase, or it has been shipped or “Completed”, you must do a return instead of a cancellation.

Cancellations are not automatic, they must be approved. Just because a cancellation has been requested does not mean that an order is cancelled.

How do I return an item?

You must first contact us by filling out a support ticket or replying to your current support ticket. See our Return/Refunds policy for more information.

What if my order arrives damaged?

You must first contact us by filling out a support ticket or replying to your current support ticket. See our Return/Refunds policy for more information.

We appreciate that you have taken the time to read through our FAQ’s. If your question was not answered please reach out to us and fill out a customer support ticket.

Please note: We do not answer tickets everyday. Please allow a few days for your ticket to be answered. We do not contact customers by phone or have a business phone number to call into. Thank you for your patience!

Pin It on Pinterest

Share This