Shipping & Returns
General Terms:
Elite Survival Prep reserves the right to update the rules as necessary, and any updates will be published on https://www.elitesurvivalprep.com/ with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Elite Survival Prep immediately. All buyers are deemed to accept the rules if they use the services provided by Elite Survival Prep. Elite Survival Prep's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date. The period for the Return & Refund request filed exceeds the specified time. Elite Survival Prep reserves the right not to provide any after-sales service after this time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Elite Survival Prep via https://elitesurvivalprep.warhead.com/contact-us .
If Elite Survival Prep cannot fulfill the buyer's order within the order processing time, under the condition but not limited to no stock or other conditions, Elite Survival Prep 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, Elite Survival Prep has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Elite Survival Prep should refund the buyer when the return shows as in transit on the logistics website with the provided prepaid return label.
Elite Survival Prep shall not accept after-sale requests for "non-defective remorse returns", and has the right to accept or reject the request. Elite Survival Prep will abide by the policy under this condition.
If Elite Survival Prep accepts the after-sale request for the reason type of "non-defective remorse returns" and requires to deduct a "restocking & repacking fee", under Elite Survival Prep's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of the order total price.
Elite Survival Prep shall not require a warranty, like whether to provide a warranty or not, or the way of warranty handling with.
Elite Survival Prep shall restrict the refund time and redelivery time under the condition, including but not limited to order should refund based on the policy, agree on refund or redelivery between Elite Survival Prep and buyer or others, Elite Survival Prep must refund not more than 5 business days, or redelivery not more than 10 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Elite Survival Prep. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Elite Survival Prep has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Elite Survival Prep 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 Elite Survival Prep Rules
For Unshipped Orders
The Return & Refund request is made after the stated processing time. Elite Survival Prep will refund the order. The Return & Refund request is made within the stated processing time.
Elite Survival Prep has 5 business days to process the request after the buyer submits it. If Elite Survival Prep fails to process (accept or reject) the refund request within 5 business days, Elite Survival Prep will refund the order.
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. Elite Survival Prep has 10 business days to process the request after the buyer submits it. If Elite Survival Prep fails to process (accept or reject) the refund request within 10 business days, (BUSINESS NAME) will refund the order.
2. Goods Returned in Transit
If the package is sent back to Elite Survival Prep during transit for any reason, and the buyer applies for a refund, Elite Survival Prep should refund within 5 business days of the refund request. Under the same cases, if the buyer requests redelivery, Elite Survival Prep 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 the buyer has proof from the logistics website, such as but not limited to a screenshot from the logistics website that the order was destroyed, Elite Survival Prep should refund the order within 5 business days of the buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove that the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received, including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Elite Survival Prep if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Elite Survival Prep will make a refund, resend, or accept the return for any of the following cases:
3.1 Orders Delayed
Orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from Elite Survival Prep warehouse.
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Elite Survival Prep warehouse.
b. For some special shipping methods, Elite Survival Prep cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and was made pending because of an insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Elite Survival Prep will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
3.2 Orders not Received
Elite Survival Prep will not deal with the refund or resend if the tracking information shows the order has been delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up on time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage for 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Elite Survival Prep takes no responsibility if products have been lost.
b. If the logistics company provides return service to US, Elite Survival Prep will put the products in your private inventory and will not refund them when we receive the returned items.
c. Elite Survival Prep cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3.3 Products Damaged
Elite Survival Prep offers a full refund or a replacement if the packages that arrived are badly damaged.
Elite Survival Prep offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Elite Survival Prep cannot offer any refunds or other after-sales services due to the long-distance international delivery.
c. For ordinary electronic products, your clients shall complain or open a dispute with you within 21 days after the packages are delivered.
d. For service products, Elite Survival Prep refunds you the cost of the product, which is the price in the US market. Otherwise, Elite Survival Prep will not take any responsibility for them.
3.4 Incorrect or Missing Products
Elite Survival Prep has a strict quality control process before products are dispatched.
Elite Survival Prep will deal with incorrect or missing products as follows:
a. For incorrect products, Elite Survival Prep offers a full refund or replacement.
b. For products with the wrong color, size which doesn't affect product function, etc., Elite Survival Prep offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing that don't affect product function, Elite Survival Prep may refund partially or resend the missing part; for parts missing that affect product function, Elite Survival Prep will resend the product only.
d. For accessories, Elite Survival Prep will resend the accessories.
Notes:
For size problems, Elite Survival Prep will request that you measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
4. Wrong Receipt Information
If the buyer puts the wrong receipt information on an order, the buyer should contact us via https://elitesurvivalprep.warhead.com/contact-us to request that we update the order with the correct receipt information.
Please note that the receipt information correction or order cancellation is 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, Elite Survival Prep shall refund the order within 5 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note that the 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), the buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that show the problem clearly). After the buyer files a request on Elite Survival Prep, Elite Survival Prep should check the proof and give a response within 3 business days.
If the proof checked by Elite Survival Prep is not showing the problem clearly, the proof is invalid, and Elite Survival Prep has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by Elite Survival Prep, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Elite Survival Prep should provide the buyer with a prepaid return label within 5 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 5 business days. If the goods needn't be returned, Elite Survival Prep should refund the order within 5 business days of the refund request.
If proof is valid, and the buyer requests redelivery, Elite Survival Prep should redeliver within 5 business days of proof approval. Please note Elite Survival Prep has the right to refund orders if the redelivery products are out of stock, or buyers can reorder products when the products are restocked.
5.1 Incorrect or Missing Products
Elite Survival Prep has a strict quality control process before products are dispatched.
Elite Survival Prep will deal with incorrect or missing products as follows:
a. For incorrect products, Elite Survival Prep offers a full refund or replacement.
b. For products with the wrong color, size which doesn't affect product function, etc., Elite Survival Prep offers a refund or resend if you provide a screenshot of your client's complaint, including name, content and date.
c. For parts missing that don't affect product function, Elite Survival Prep may refund partially or resend the missing part; for parts missing that affect product function, Elite Survival Prep will resend the product only.
d. For accessories, Elite Survival Prep will resend the accessories.
Notes:
For size problems, Elite Survival Prep requests that you measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
5.2 Service Products
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Elite Survival Prep may not refund the product cost.
b. Any disputes arising from bad quality, Elite Survival Prep may not accept, as the supplier is not Elite Survival Prep.
c. For service products without Elite Survival Prep quality checking inspection, Elite Survival Prep may not accept the disputes.
6. Logistics Issues
6.1 Invalid tracking information
If Elite Survival Prep verifies that the tracking number is wrong and Elite Survival Prep fails to provide the correct one within 5 business days, Elite Survival Prep 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 the label is created showing on a logistic website, and the buyer applies for a refund, Elite Survival Prep requires a refund order within 5 business days since buyer's request.
Note: this clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
6.3 Too-long Shipping Period
If the transit time exceeds the estimated delivery time by 10 days or more and fails to provide any Elite Survival Prep valid tracking updated info, the buyer may apply for a refund. Elite Survival Prep requires a refund order within 5 business days as the buyer requests.
Note: this clause is not applicable for special times/periods such as holidays, COVID-19, abnormal weather, or other abnormal situations.
Notes:
When choosing certain shipping methods, the remote addresses will be charged an additional cost.
6.4 Force Majeure
Elite Survival Prep takes no responsibility for any product damage or shipping delay caused by acts of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Elite Survival Prep will notify you by Elitesurvivalprep@gmail.com.
6.5 Destination Limits
Due to limited international transportation, Elite Survival Prep will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. Other
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through elitesurvivalprep@gmail.com.
Elite Survival Prep will try its best to assist buyers in these special circumstances promptly. After notifying Elite Survival Prep, buyers should expect a decision from Elite Survival Prep on these types of issues no later than two weeks.
Elite Survival Prep takes no responsibility for any product damage or shipping delay caused by acts of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Elite Survival Prep will notify you by elitesurvivalprep@gmail.com.
7.1 Return
a. If you indeed want to return the products, please email Elite Survival Prep and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Elite Survival Prep.
7.2 Orders Cancellation
For order cancellations, Elite Survival Prep offers a full refund before products are processed by warehouses.
7.3 Deadline of Opening Dispute
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
7.4 Unacceptable Disputes
Elite Survival Prep shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
8. Attention
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Elite Survival Prep to help deal with the after-sale issues.
