Returns and Exchanges and Cancellations
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. Returns received by us that are the result of not being claimed by the receiver will not be reshipped unless the original shipping amount is paid again. At a minimum, there will be a 10% restock fee applied to the pre-discount prices. If the customer wants to have the package returned to them, fees will be applied for repackaging and "signature for delivery" service (required). If you received free shipping or discounted shipping on your order, but return said order, a shipping fee will be deducted from your refund. 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 cancelled or returned for exchange or credit, (i.e. Name Tapes, Class A Name Tags, Embroidered Duffle Bags, and Dog Tags). Any request to cancel an order must be done so in writing the day before the order is scheduled to ship and will be subject to a cancellation fee. There is no return on used clothing, surplus items, mre’s, tents, cots, all costumes, costume accessories or components, ammo boxes, netting, ghillie suits, ground blinds, 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 7 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. If possible, 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 must 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 or worn items will not be accepted for return. If a customer returns a washed or worn 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.
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 reserve the right to use the carrier of our choice. We will not alter the delivery timeframe requested on express orders. All order deliveries may vary by 1-2 days.
For items shipped incorrectly, either by us or one of our suppliers, the replacement items will be shipped using the EXACT same method as you entered on your order. If you originally selected and paid for Ground, it will ship Ground.
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 and put the date needed in your special notes at check-out. The only way to guarantee quick shipment of your order is to select, and pay for, one of the express shipping options. 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.
Our responsibility is to provide your order, ready for shipment, to the carrier. We are NOT responsible for the package once it leaves our facility and we are NOT responsible for the delivery of the package. If you have any concerns about the secureness of your delivery address, then you should request a signature for delivery at check-out.
Discounted orders are not eligible for partial shipments.
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 email right away and very closely to insure it was entered correctly. If it was not, please notify us immediately (within the hour) via email. If you fail to put the correct information such as Suite number, Apartment number, ZIP Code, Business name, etc., and we incur additional charges from FedEx or USPS or the package is returned to us because of an incorrect, incomplete or non-serviced delivery address, then we will assess a charge in the amount $17.50 for the address correction and/or package return. For undeliverable/unclaimed packages returned to us, the customer will be responsible for all associated shipping costs and a possible restocking fee.
All rates apply to shipments up to 50 pounds. Larger or heavier packages may require additional shipping charges and the customer will notified of those charges prior to processing their order.
Express Shipping Policy
Orders must be placed before 12:00 noon Central Standard Time or they will be shipped the following business day. Shipping method selected by us is based on the "due date" with regard to when the order was placed. When placing an express order, do not count the date the order is placed and shipped as one of the “time in transit” days. For example: If you place an order, before 12:00 noon CST, on a Thursday and have selected 2-day delivery, the package will not be scheduled for delivery until the following Monday (excluding holidays/carrier delivery interruptions). 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 ground service when they are available. Weekend orders ship on Monday if all merchandise is in stock. Express orders may require a signature at delivery. Additionally, orders placed using standard credit cards (Visa, MasterCard, AMEX, Discover) and with shipments to addresses that are not the same as the billing address and shipments to freight forwarders/ package forwarding services are not eligible for express shipping; NO EXCEPTIONS. Orders placed using PayPal and with shipments to addresses that are not the same as the billing address and shipments to freight forwarders/ package forwarding services are eligible for express shipping.
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 any questions, please feel free to call during normal business hours Monday to Friday 10:00 AM to 6:00 PM CST and Saturdays 10:00 AM to 5:00 PM CST. 713-484-5444. You may also use our "Contact Us" form to reach our customer service group. We strive to respond to all requests within 24 hours of receipt and during normal business hours. We are here to help and we look forward to serving you.