Menu

Return Policy

Your satisfaction is important to us.

Should you find you need to return a product for whatever reason, we will happy to accept your return within 30 days of your purchase. Certain situations may require your action sooner (see below). Before initiating any return, you must have an RMA number. To request an RMA number, please use our convenient RMA Request Form (you must be logged in to access the form). Once initiated, we will contact you to arrange your return. Returns without an RMA number will not be processed.

  • With the exception of damages goods, all returned items must be in the original and unopened packaging, unused and in new/resalable condition as deemed by us.  No opened products, unless internal damage is found, will be accepted.
  • A full refund (subject to restocking fees), store credit or replacement will be issued based on the circumstances of the return.
  • Store credit and refunds will only be made for the purchase amount of the product at the time of sale and may exclude any shipping costs.
  • Any tax collected will be refunded for the product only.
  • Every effort will be made to process your return to your satisfaction.

DAMAGES DURING SHIPMENT

If products were damaged during shipment we will process the claim for you. It is the responsibility of the customer to inspect packages and product upon delivery and report any damages. Damages occurring during shipment must be reported within 72 hours of receipt of shipment in order to avoid any additional shipping charges. Please use our RMA Request Form.

Please do not ship your product back until instructed to do so. Dependent on the product and the manufacturer, we may have the shipper inspect the package upon pickup or complete the inspection when the product is returned. Please provide a picture of the damage. A picture will help speed up the process of your claim.
We will refund or replace your order, including the refund of any shipping fees, once the claim process is complete.

DEFECTIVE / DAMAGED PRODUCTS

If the merchandise purchased was defective or damaged in any way not due to shipment, we may require the product to be shipped back before shipping a replacement. In these cases, we may arrange the shipper to pick up the package from you or provide you with a shipping label.

In the event the product is shown to not be defective or damaged, it is the customer’s responsibility to pay the return shipping charges as well as the shipping charges to send the product back to the customer. Once we have accepted the defective product, a replacement will be shipped at no additional cost.

New Era Prepper reserves the right to replace a defective or damaged product with a like product of equal or greater value should the purchased product no longer be available.

FOOD ITEMS

By law, we cannot accept returns for opened food items unless the package and/or content is damaged. We will not accept returns of partially used packages.

SURVIVAL AND MEDICINE KITS

If there are any missing or damaged items in our kits, we will replace the missing item only, not the entire kit. Please provide details using the RMA request form. Missing or damaged items must be reported within 10 days of receipt of product.

INCORRECT MERCHANDISE

If an incorrect item was shipped to you that is not a qualified replacement item (see our Shipping Policy), we will ship you the correct item. We may ask you to ship the incorrect item back before we can ship the replacement item. We will pay the shipping charges.

ORDERS PLACED IN ERROR

If an order is placed in error, the product total will be refunded, or store credit given, once the products have been returned, exclusive of any shipping charges. It is responsibility of the customer to pay the return shipping charges.

SHIPPING

Keep your shipping records for proof of shipment in the event of loss of returned merchandise. We are not liable for return merchandise that does not reach our return department.

All packages must be clearly marked with the provided RMA number.

REFUND

We will notify you via phone, mail, or e-mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 20 business days of our receiving your return.

Some banks take 5-10 business days to post credits to accounts. Please allow this amount of time before calling inquiring about the status of your refund. We will email you a receipt for the refund within 72 business hours of receipt of the returned merchandise.  

RESTOCKING FEES

Non-defective or damaged merchandise returned for any reason other than a miss-shipment of product will be subject to a restocking fee of up to 30%, dependent on the manufacturer. You will also be charged the cost of the original shipment. You will be informed of the amount when we contact you to arrange your return.

 

If you have any questions concerning our policy, please feel free to contact us.