General Terms:
Survival Outfitters reserves the right to update the rules when necessary, and the updated version will be published on SurvivalOutfittersCo.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Survival Outfitters immediately. All buyers are deemed to accept the rules if they are using the services provided by Survival Outfitters.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. The period of Return & Refund request filed exceeds, Survival Outfitters reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in Survival Outfitters buyer center, or by contacting Survival Outfitters customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. Survival Outfitters should agree or reject the cancellation request within 3 business days.
If Survival Outfitters cannot fulfill the buyer's order within the order processing time indicated on Survival Outfitters product page, under the condition, but not limited to no stock or other conditions, Survival Outfitters has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Survival Outfitters has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Survival Outfitters should refund the buyer when the return shows as in transit on the logistic website with Survival Outfitters provided prepaid return label.
If Survival Outfitters accepts the after-sale return request for the reason type of "non-defective remorse returns", a deduction for "restocking & repacking fee" may be required. Under Survival Outfitters policy restriction, the "restocking & repacking fee" deducted shall not exceed 35% of order total price.
Survival Outfitters shall restrict with the refund time and redelivery time under the condition, included but not limited to order should refund based on Survival Outfitters policy, agreed on refund or redelivery between Survival Outfitters and buyer or others, Survival Outfitters must refund in not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Survival Outfitters. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Survival Outfitters has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Survival Outfitters.
Under Various Circumstances:
1. Refund Request Timing
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type
Survival Outfitters Rules
For Unshipped Orders The Return & Refund request is made after the stated processing time.
Survival Outfitters will refund the order.
The Return & Refund request is made within the stated processing time.
Survival Outfitters has 3 business days to process the request after the buyer submits it.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders The Return & Refund request is made after the order has shipped.
Survival Outfitters has 10 business days to process the request after the buyer submits it.
2. Goods Returned in Transit
If the package is sent back to the vendor during transit for any reason, and the buyer applies for a refund, Survival Outfitters should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Survival Outfitters should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Survival Outfitters should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request.
4. Wrong Receipt Information
If the buyer puts wrong receipt information on an order, the buyer should contact Survival Outfitters via "Contact Seller" to request Survival Outfitters update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Survival Outfitters shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request, Survival Outfitters will check the proof and give a response within 3 business days.
If the proof checked by Survival Outfitters is not showing the problem clearly and / or the proof checked by the vendor is not showing the problem clearly, the proof is invalid, and Survival Outfitters has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Survival Outfitters, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, Survival Outfitters should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Survival Outfitters should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Survival Outfitters should redeliver within 5 business days of proof approval. Please note Survival Outfitters has the right to refund order if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
6. Logistics Issues
6.1 Invalid tracking information
If Survival Outfitters verifies the tracking number is wrong, and the correct one is not provided within 4 business days, Survival Outfitters will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Survival Outfitters will refund order within 3 business days since buyer request.0
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long of Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and Survival Outfitters fails to provide any valid tracking updated info, the buyer may apply for a refund. Survival Outfitters will refund the order within 3 business days as buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
7. Other
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact Survival Outfitters at help@survivaloutfittersco.com or through their Survival Outfitters account with the order "Contact Message" option to solve the goods or logistics issue.
Survival Outfitters will try its best to assist buyers in these special circumstances in a timely manner. After notifying Survival Outfitters, Buyers should expect a decision from Survival Outfitters on these types of issues no later than two weeks.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Survival Outfitters to help deal with the after-sale issues. Buyers should expect a decision from Survival Outfitters on these types of issues no later than two weeks.
