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

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. Please, contact us by clicking the giant grey button below and we will help you locate it.
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 most of our items are custom or handmade. We send them once they are finished, and some items may take longer to make. Once the other items on your order ship we will send you the tracking number for those items.
Why does it take so long to receive an order?
 

Most of our items are custom made. Some are even handmade. We have them made as they are ordered. This keeps us from having to stock a warehouse, which is costly. We do this because we want to offer the best quality items at the lowest possible price to our customers.

Do you guarantee delivery times?
No, we do not. However, we are happy to provide free shipping on all our products.
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.

Can you send me a catalog?
We do not have catalogs. Our products are available through our website which gives you the most up to date information.
Do you have a brick and mortar store?
No. All our products can be purchased online through our website.

 

I have an idea for a new product, could you make it for me?

We love hearing people’s ideas. You can tell us all about it by making a support ticket below.

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

We do not answer tickets every day. Please allow a few days for your ticket to be answered.

I purchased a digital item and would like a refund. How do I get one?

There are no refunds on digital items. You can download another copy from your account if you lose the first one.

How can cancel an order?

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 cancelation. If you must cancel an order, you can fill out a support ticket below or reply to your current support ticket.

How do I return an item?

You must first contact us by filling out a support ticket or replying to your current support ticket. We will then provide you with return instructions and the address to our returns department. If you simply return the order to the fulfillment warehouse address you will not receive a refund. No exceptions. All returns must be initiated within 30 days of receiving the order. No exceptions.

If you are having a problem with an order, please  read the above FAQ section. Only after reading the FAQ’s should you click the support ticket button below. Please, remember to be kind to our customer service department. Whatever your customer service concern is, it is most likely not their fault. If we lose our customer service department, that will be detrimental to you and to us.

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
0