Returns/Exchanges

Returns & Exchanges

With online shopping comes the greatest challenge there is – buying without trying. It’s understandable that you may have ordered the wrong size or perhaps something you thought you would like based on the image and description, yet you feel it didn’t meet those standards in real life.

We do our best to provide the most accurate product descriptions we can. We want our customers to know exactly what they are ordering.

 A Few Things to Note:

  • Our return policy lasts 14 days. If 14 days have gone by since you received your products, we unfortunately cannot offer you a refund or exchange.
  • To complete your return, we require a receipt or proof of purchase.
  • Please do not send your product(s) back to the address you received them from. We have multiple warehouses. Wait for our email with the proper US mailing address for returns/exchanges. 
  • There are certain situations where only partial refunds are granted (if applicable).
  • Due to inspection, warehouse, and processing costs a 15% restocking fee will be applied to all orders that are returned and refunded. Orders that are being exchanged or items being returned/exchanged due to manufacturers defect will not incur this restocking fee. The fee will be applied to the original order and the remaining balance will be refunded.

 

Returns (accepted under the following circumstances):

  • Damaged Product / Manufacturers Defect
    • If the product arrives damaged. Whether due to shipping care or a manufacturer’s defect, we will honor a 100% full refund or exchange. We will require photo evidence of this via email to customersupport@survivalmerchant.com
    • If your product has a MANUFACTURERS DEFECT we will work with you on a refund or reshipment:.
    • For MANUFACTURERS DEFECTS we must be notified within 7 days of order delivery. 
  • Not As Described
    • If the product arrives and the customer can prove that it does not match up with the product description. We will honor a refund or exchange for a different item.
  • Product Lost in Transit
    • If the product doesn't arrive because it is clearly lost in transit. We can either send you another product or we can refund you 100%. (This will only be implemented after the estimated shipping time range has passed.)

Exchanges:

  • Ship the product back to us. It might take us up to 5-7 days for us to receive. Once we receive it, we can ship out the newly specified product asap.

Returns & Exchanges ONLY Accepted If Products Meet Following Criteria:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

  • Unworn
  • Unused
  • Unstained
  • Unwashed
  • All tags attached
  • No smells other than natural product orders
  • No animal or pet hair
  • No stretch marks or permanent wrinkles on items with latex
  • Original packaging
  • Within 7 days of the date you received your initial purchase

 

How to Return:

  • Contact us at customersupport@survivalmerchant.com to obtain an RMA number.
  • Returns should  be sent to the following address:
    Survival Merchant
    2807 Allen St.
    Ste 831
    Dallas, TX 75204
  • Please do not return without an RMA Number
  • We reserve the right to deny an exchange if the item is clearly worn, not in new condition or does not meet the standards listed above. 
  • For any questions or concerns, please email us at customersupport@survivalmerchant.com.

Cancellation:

  • Please make sure your address is correct and you are ready to complete your purchase before you buy.  Our ordering system is automated and we cannot guarantee that your order will be cancelled if you change your mind.  If you ask for a cancellation within 24 hours of your order and we are unable to cancel you may still return your order for a refund.  You must pay for return shipping. 
  • We will not be held responsible for orders placed by customer with incorrect or incomplete addresses.  If the order is delivered to the wrong address there is nothing we can do and no refund can be made.  If the item is returned to the warehouse due to an incorrect address we will reship the order.  Please note we must wait for confirmation of the warehouse return before we will reship your order.  If your order originally shipped from an overseas warehouse and not a US based warehouse returns may take 8-12 weeks.

 Lost Packages:

  • Product Not Received Even Though Tracking Shows Delivered.
    • If the postal system tracking shows the product was delivered but you did not receive the product please contact your local post office with tracking information.  If they are unable to locate your package contact us and we will reship your order.  Please note we cannot refund orders that show a confirmed delivery.  

     

    Late or Missing Refunds:

    • Check your Bank Account
    • Contact Credit Card Company
    • Processing time USUALLY takes 3-5 business days
    • If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@survivalmerchant.com

     

    Shipping:

    The customer is responsible for paying their own shipping costs for returning an item. Shipping costs are non-refundable. 

    Depending on your country of origin, it may take anywhere from 3-5 days for US customers or up to 14-21 days for International Customers for your exchanged item to reach you.

     

    Disclaimer:

    We would highly suggest shipping the product back to us with tracking so that if the product is lost in transit, it will be very easy to prove to us that it was indeed shipped back.