Army Surplus World

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Returns and Exchanges

For credit or replacement of refundable items, the merchandise must be returned within 30 days from the date of shipment. All returned merchandise must be in the original "NEW" condition along with packaging (example: warranty information, instructions, box, etc...) A restocking fee may be applied. There are no returns on large quantity orders, special orders or orders that ship directly from the manufacturer.

Custom orders made to your specifications cannot be returned for exchange or credit, (i.e. Name Tapes, Class A Name Tags, Embroidered Duffle Bags, and Dog Tags). There is no return on used clothing, surplus items, mre’s, tents, cots, costumes, ammo boxes, netting, undergarments, swimwear or items customer’s have requested embroidery and/or sewing.

We do not refund the shipping costs to you or the shipping costs for you to return the item to us. Most returns can be credited within 2-4 business days of receipt. If you wish to exchange an item, please place a new order for the item and indicate in your special notes it is for an exchange. We will do our best to discount shipping on these orders and remove as much of the handling fees as possible. This will be done once the order is placed. You will not see the credit when you check out but if it is applicable, you will see the credit towards your shipping charges via a follow-up email. This will save time and get the replacement item to you as quickly as possible. We do not keep enough credit card information on file to run a new charge. We only keep enough information to issue a credit on returned merchandise. By placing a new order, you have a new order number for the exchange. Again, if you need a different size or item, a new order should be placed for this item. Replacements are not processed unless a new order is placed online. 

Note: We reserve the right to replace, repair, or refund your money. This return policy is only for items that are returned in new, unused condition.

 

In the event that you need to return an item, please follow these directions:

1. Include a copy of the emailed receipt, order number, and name along with instructions for our return department (e.g. credit, refund, or exchange).

2. Return package via Post Office (insured), FedEx, or UPS to our mailing address

 

Army Surplus World

Attn: Returns

11650 S. Sam Houston Parkway West

Houston, Texas 77031

 

If you need further assistance, please contact our customer service department at:

713-484-5444.

 

IMPORTANT: All claims regarding missing or damaged items must be made within 24 hours of receipt of shipment. NO EXCEPTIONS. Items damaged due to customer abuse or negligence will not be accepted for return. Washed items will not be accepted for return. If a customer returns a washed item it will not be accepted and the merchandise will be held until the customer arranges to have the item or items picked up and shipped back to the customer. Items smelling of smoke, of any type (cigarette, cigar, cooking, fire, exhaust, etc.) or any other unacceptable odor, may not be returned because they will not be eligible for any credit.

 

Shipping Policy

We sell our products at MAP – Minimum Advertised Price – this is the lowest price we are able to sell an item and for that reason we do not have costs built in to offer free shipping or discounts. We pass any shipping discounts we receive from Fed Ex onto the customer. Shipping charges on an order are for both Shipping and Handling.

Although options are provided with regard to the carrier being selected at the time of order entry, we resrve the right to use the carrier of our choice. We will not alter the delivery timeframe requested on express orders. All non-express order deliveries may vary by 1-2 days.

Except for custom and special order items, most items will be shipped within 1 to 7 business days. Orders are shipped Monday through Friday. Time in transit varies by the location of shipping address, but is generally 1 to 5 business days. If you need your order in a hurry, please select the Express shipping option or put the date needed in your special notes at check-out. The only way to guarantee delivery is by selecting, and paying for, express shipping. We are both a brick and mortar store and an internet store so inventories may fluctuate.

If your billing and shipping addresses are different we will have to speak with the cardholder before any order is shipped. We reserve the right to not ship any order that has a different bill-to and ship-to address. This is to prevent online fraud. We reserve the right to add a signature to any order.

We do not ship anywhere outside the USA. We do ship to APO addresses and U.S. territories. Orders to NPO's and APO's ship via USPS and will be charged any additional shipping costs imposed by the United States Postal Service.

VALIDATE YOUR ORDER: Check the Ship To address on your Order Confirmation very closely - if you fail to put the correct information i.e. Suite, Apartment, Zip Code, Business Name and we incur additional charges from Fed Ex or the package is undeliverable due to an incorrect address, the charges of $14.50 will be passed on to the customer.

All rates apply to shipments up to 50 lbs. Larger or heavier packages may require additional shipping charges.

 

Express Shipping Policy

Orders must be placed before 12:00 PM Central Standard Time or they will be shipped the following business day. Fed Ex only delivers express packages Monday - Friday. When placing an express order - never count the date the order is placed as one of the ship days. For Example: If you place an order on Thursday for 2 day delivery - the package will not be delivered until Monday. In the rare case that we do not have 100% of your items in stock we will express ship the items that are in stock and any items back-ordered will be sent via standard service when they are available. Weekend orders ship on Monday if all merchandise is in stock. Express orders may require a signature at delivery.

 

In-Store Order Pick Up

Orders placed online for in-store pick up may be subject to a handling fee and are not eligible for any discounts or promotions. 

 

If you have a question, please call during normal business hours Monday to Friday 10:00 AM to 6:00 PM Central Standard Time and Saturdays 10:00 AM to 5:00 PM. 713-484-5444. Emails may be sent to customerservice@armysurplusworld.com We strive to answer all emails within 24 hours of receipt and during normal business hours.