*** PLEASE NOTE: All requests for refunds, order adjustments, returns, etc. must be sent to [email protected]. We will gladly process your request as quickly as possible via email. Thank you!
At West Survival Gear we make it a goal to never leave a customer dissatisfied. We work hard to make sure that every order is correct and sent out in a timely manner.
Returns are accepted within 30 days from the time the order is placed as long as the products are returned in the same re-sellable condition deemed by us. All shortages must be reported within 30 days as well. If the item(s) is defective, West Survival Gear will replace the item and pay for the return shipping. Only the item will be replaced; not the entire survival kit.
West Survival Gear will NOT accept any returns for shipments outside the continental United States.
Should you notice or have any discrepancy in your billing/invoicing you have 30 days to report it to West Survival Gear.
If the merchandise purchased was defective in any way, the customer will have 60 days to notify West Survival Gear of the defective merchandise. If we are notified within 60 days, a replacement product will be shipped out at no additional cost to the customer. Please note that we will replace only defective items included in the kit.
If an item is damaged by UPS during the shipment, it is the customer’s responsibility to contact UPS directly. Insurance is issued free up to $100 but insurance must be paid for in advance if the customer wants insurance over $100.
If an order is placed in error, the product total will be refunded once the products have been returned but the shipping charge, as well as the return shipping cost, will not be refunded.
Food and water products cannot be returned to be resold according to law, therefore refunds for food and water products cannot be issued.
On orders returned for any reason other than defective merchandise, the shipping charges will not be refunded and there will be a restocking fee of up to 20% of the original charge of the order.
Any order placed on a credit/debit card that is canceled before it ships out will have a 3.5% cancellation fee deducted from the refund. If the order has shipped before we were able to cancel it, then the return policy mentioned above will be applied.
Some product that are on backorder and are in extremely high demand may not be canceled immediately, even if not shipped (such as IOSAT). These products will be ordered from our supplier in advance to place you “in line” to receive the product when it is available in stock. If you request a cancellation, it may take several days to process this cancellation and refund your money.
Please note, for any refunds it may take as long as 8-10 business days for your balance to reflect the refund, though it is typically much shorter. We do not control this, it is dependent on your bank or credit card company and their internal policies.