Customer Service
Survival Supplies
- Ordering
- Privacy & Security
- Returns, Replacements & Right to Cancel
- Shipping & Delivery
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
Ordering
- Making a purchase could not be easier. Just browse our Catalog, and click (Add to Basket) on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Proceed to Checkout" and you will be asked for a few details that we need to be able to satisfy the order. If you choose to create a customer account with us, your details will be saved and you will never need to fill in the 'details' form again. If you wish to cancel an order before it is dispatched, PLEASE CALL US. 99% of orders are shipped the same day your order is received, so contacting us by email will not enable us to read your message in time to cancel your order before it is dispatched. During peak times, our email backlog can be as much as three days before we manage to read it. For the same reason, if you need to contact us urgently for any other reason, please call us and speak to us directly. We accept credit card payment through SagePay which is processed through the highly secure ST Merchant Bank Service Provider. If you are shopping from North America or anywhere else in the world, place your order and your credit card company will convert the transaction to US Dollars or your own currency. We accept Visa, Mastercard, Switch, Solo, Delta, Electron, JCB and others. We do not charge for any item until it is ready to ship BUT SagePay will secure the funds from your card until the order is processed or refunded. You may also provide your credit card information via phone.
- Credit Card Security: We do not store personal or financial information in the payment process, nor do we share this information with 3rd Parties. All credit card numbers are encrypted in the software when the order is placed using 1024 bit encryption. This is 10 times more secure than a standard SSL server. Our Merchant Bank Service Provider is Paypal which utilises the most technologically advanced payment authorisation system available.For additional protection we also have a Thawte SSL Certificate:
Privacy & Security
- Survival Supplies do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the Customer Account address book is used and to store your details if you select the 'Remember Me' Option.
- Credit Card Security All credit card numbers are encrypted in the software when the order is placed using 1024 bit encryption. This is 10 times more secure than a standard SSL server. We do not store personal or financial information in the payment process, nor do we share this information with 3rd Parties. Our Merchant Bank Service Provider is Paypal which utilises the most technologically advanced payment authorisation system available. To date, we have have not had any security issue whatsoever.
Returns, Replacements & Right to Cancel
If for any reason you have to return any products to us, please contact us for authorisation before you do so. This helps us track the transaction and improve our service.
WARRANTY
In the UK, goods sold are subject to a standard 12 month guarantee against faulty workmanship or manufacturer defect. Normal wear and tear is not covered by this warranty and certain other high-wear/maintenance items such as gun magazines, gas valves, rubber seals, o-rings, fuses, hop-rubbers, batteries, bulbs or lamps, failed lubrication and maintenance (dirty barrels or internals), will not be covered. Disassembly of goods will invalidate your warranty other than to access barrels / hop units or for normal maintenance. Goods returned will be thoroughly checked and a report of the fault will be communicated to the returning party or customer.
Warranty repairs will generally be free of labour or parts charges except for exceptional circumstances.
Survival Supplies currently offer a 90 day free uplift / return service for any goods purchased if they are faulty, however shipping will be liable if returned goods are found not to be faulty or have failed due to misuse.
Shipping return costs to or fromSurvival Supplies on warranty repairs will NOT be covered if the goods are returned after 90 days from date of purchase. Your statutory rights under the UK Consumer Law are not affected.
Survival Supplies will not not be held liable for any other return costs incurred e.g. Bus Fares, Parcel Tape etc.
RIGHT TO CANCEL
We offer a 30 day cancellation period for all goods purchased from this website which starts on the first day after receipt of the goods. We will only offer a full refund on goods that are returned to us in new, unused condition and this includes the display packaging that the goods are sold in and all supplied 'extras' (Sample BBs, Slings, Speed Loaders etc). Shipping costs will not be refunded unless the goods are faulty and the return pre-authorised by Survival Supplies. Once contacted and your return authorised, we will issue a UPS Access Point return label with your Returns email (where applicable). You will be required to print this off and affix it to the correctly packaged goods for return (Full details are supplied in the RMA email sent).
Currently, our return uplifts are conducted via the UPS Access Point scheme unless we specify otherwise:
https://www.ups.com/dropoff?loc=en_GB
In the event of goods being returned as faulty which are subsequently found to be working correctly, we will not refund shipping costs. We reserve the right to deduct an amount from any reimbursement (or charge a consumer) if the value of the goods has been diminished by handling them beyond what is necessary to establish their nature, characteristics and function. Faulty goods can be returned to us after the 30 day period however we reserve the right to offer a repair / replacement or credit instead of a refund.
If you are unsure of your rights, a helpful reference can be found here:
IF YOU DO NOT AGREE WITH THIS, PLEASE DO NOT ORDER FROM US
Our return address is:
Survival Supplies,
67 Cavendish Way ,
Glenrothes,
Fife,
KY6 2SB
Scotland, U.K.
TEL :+44 20 3286 1314
eMail : [email protected]
Shipping & Delivery
- The cost of delivery will be added to your order total. PLEASE CHECK that you have provided us with the correct address, we provide a free postcode/address lookup in checkout to assist you with this. It is your responsibility to provide the correct delivery address. Any additional charged levied by the shippers to correct an incorrect address will be passed on to the customer. You can select your preferred method of delivery from the options displayed at the checkout. We reserve the right to adjust shipping methods and costs but this is usually done in your favour and you will be informed by email.
Please Note: For overnight delivery within the UK, orders must be received by 2pm (14:00) GMT. Depending on how busy we are with orders, we cannot always guarantee next day delivery so please order well in advance of the date you absolutely need the order. We aim to despatch your order as quickly as possible. For stock items this will normally be the day we receive your order. If an item is out of stock, we will email you and tell you when we expect to ship your order to you. During busy periods, orders can take two to three days to be dispatched from our warehouse. - 'Next Day' delivery is the next working day after we send your order, it DOES NOT necessarily mean that you will receive your order the day after you order it. Delivery time can be anywhere between 7am and 6pm, so please don't call us at 9.30am asking where your order is. Weekend courier deliveries are charged at a premium rate (Saturday only) and must be requested. We do not own or operate the couriers so please be patient.
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- Back Orders: If your item is not in stock, we will back order it for you. You will always be emailed with the option to cancel your order if you would rather not wait.
- IMPORTANT!
- All deliveries must be checked by the receiver (customer) BEFORE signing for them. If the package is damaged either refuse to accept delivery or ask the delivery person to check the contents with you. ONLY sign for the goods if you are satisfied. In any other circumstances, please sign the package receipt as "unchecked". If a customer fails to follow these instructions and a package is signed for as received in good condition, we may find it difficult (or impossible) to claim compensation.
- In the unlikely event that the courier damages or loses part or all of your order, we must be advised within 3 working days starting the day of receipt, preferably via telephone. After 7 working days, we are unable to make any claim against our couriers.
Payment, Pricing & Promotions
- Other than the SagePay and Paypal payment gateways stated above, we also accept the following methods of payment:
- Orders will be placed in GBP. Final exchanges rates may differ, final rates will be your banks rate. Your bank may charge a processing fee.
- Cash in £GBP, $USD and Euros, sent by recorded 'signed for' delivery .
- Direct bank transfer (wired funds). Please contact us for account details.
- Despite our best efforts, a small number of the items in our catalog may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
Viewing Orders
- By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.
Updating Account Information
- Simple!. Just login to your account and use the edit function to update your account details. For example; you may move to another address or wish to add another seperate delivery address.