Return/Refund Policy

At SurvivalGizmo 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 OF DEFECTIVE/DAMAGED MERCHANDISE
In cases where the customer was shipped incorrect merchandise, defective merchandise or damage due to shipping, SurvivalGizmo may require the items to be shipped back. In these cases, SurvivalGizmo will arrange a shipper call tag. The shipper will make 3 attempts to pick up the merchandise. The customer is responsible to be available for the delivery driver to pick up the packages. If the shipper fails to pick up the call tag package(s), the responsibility will fall on the customer to ship back the incorrect, defective or damaged product to SurvivalGizmo. The shipper call tag will be issued for the address that the product was originally shipped to. If the correct pickup address differs from the original shipping address, the customer must give the new address at the time that they email SurvivalGizmo about the incorrect, defective or damaged product. Once the call tag has been issued, if any changes need to be made to the pickup information, the customer will be responsible for any additional shipper fees. SurvivalGizmo will only issue one set of 3 call tag pickup attempts. 

In some cases where incorrect merchandise, defective merchandise or damaged due to shipping; SurvivalGizmo may require an image of the product issue or error. In most cases, this is how a claim will happen. If SurvivalGizmo requests an image of the product issue or error, it responsibility falls on the customer to provide one. If the customer cannot provide one, a replacement item or refund may not be able to be processed.
 
Returns MUST be issued an RMA (Return Merchandise Authorization) to be considered a legitimate return. All requests for RMA’s must be submitted via email to support@survivalgizmo.com. The customer must reference their order number in the email. We will reply to RMA request within 72 business hours.  

The customer is responsible for all shipping charges for returning the items. All items returned must be unused and in 100% re-sellable condition. Once the items are returned and verified to be in good condition, we will refund the cost of the product to the customer’s credit card that was used to place the order. The customer will only be refunded for the price of the products returned unopened and in 100% re-sellable condition. SurvivalGizmo policy is to not refund the cost of shipping to the customer. 

Returns are accepted within 14 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 14 days as well. If the item(s) is defective, SurvivalGizmo will replace the item and pay for the return shipping. Only the item will be replaced; not the entire survival kit. 

All returns need to the shipped back to the address SurvivalGizmo will provide to you. Our products comes from different warehouses in the U.S.A where we store our products and we will give you the warehouse address so you can return the product to the correct facility it was shipped from.

All returns MUST have the issued RMA number written clearly on the outside of every package.  

SurvivalGizmo will not accept returns on any special ordered products or custom built emergency kits.

Any returns that do not follow SurvivalGizmo' terms for returns are considered an unauthorized return. The customer understands that it is SurvivalGizmo' decision to process the return and customer refund. There is no guarantee that we will process the return if the correct procedures were not followed. The customer will be responsible for any additional shipping fees if SurvivalGizmo has to reship the customer’s package(s). 

REFUNDS
Refunds are issued once the damaged or defective merchandise has been returned and inspected. It is not SurvivalGizmo' policy to refund orders until they have been received back at our facility. For the customer to be issued a refund, they must follow all the rules listed under “Returns”.  Some banks take 7-14 business days to post credits to accounts. Please allow this amount of time before calling SurvivalGizmo and inquiring about the status of your refund. SurvivalGizmo will email you a receipt for the refund within 72 business hours of receipt of the returned merchandise.   

ORDER CANCELLATIONS
SurvivalGizmo will only accept an order cancellation within 24 hours of placing the order. All order cancellation requests must be made via email to support@survivalgizmo.com. The customer must reference their order number in the email. We will respond to your request within 24 business hours. All order cancellations are subject to a 25% cancellation fee. Orders cannot be canceled after being processed, shipped and have left our facility. After 24 hours all orders are final. 
*** For any questions regarding refunds you can visit the "Contact us" page.

Happy shopping!

CUSTOM KITS AND ORDERS
SiurvivalGizmo specializes in “custom kitting & assembly”. We can custom build, design and assemble any kind of kit for our customers.  
All custom kit orders require a deposit at the time of order. In most cases, the deposit required will be 50% down but the amount is subject to SurvivalGizmo decision. All deposits are NON-REFUNDABLE.

SurvivalGizmo will not accept returns on custom kit designs and orders. The customer understands that once they have placed the order, they cannot cancel the order.  

The customer may ask for a sample of the kit or design before it is approved for production. Once the custom kit or design has been approved, the customer cannot make changes if the kit or design has gone into production. If the customer does not ask for a sample, they understand that they cannot try to return the order once they have received it.  

Because of the nature of custom orders, they do not fall under the normal lead times listed under “Order Fulfillment”. General lead times on custom kits run between 3-5 weeks but depend completely on the quantities ordered. On larger orders that require items to be manufactured and shipped from overseas factories, the normal lead time run between 60 and 120 days from receipt of the order.