Frequently Asked Questions

Q: Who are you? How long have you been in business?

A: We are a relatively new but very experienced business that focuses on providing quality survival and tactical products. Our priority is to give you high quality products at competitive prices as well as excellent customer service and convenient, free domestic USA shipping*. Find out more About Us and you will know why you can rely on us for all of your outdoor and survival needs.

 Q: What’s the easiest way to find what I’m looking for?

A: Our website is engineered for simplicity to search at the top of any category page for the items you want to buy. You can also select a category from the top or bottom of any page to browse our products. We suggest you sort your view to alphabetical to see the best selections for each category. If you cannot find what you are looking for feel free to contact us with your special request and we will do our best to find what you need.

Q: What sets you apart from your competitors?

A: We provide you with high quality products at competitive prices as well as excellent customer service and convenient, free domestic USA shipping*.  We are dedicated to you and to fulfilling your orders quickly and accurately. If you have any questions or concerns, please feel free to contact us.

Q: What is your return policy?

At Sgt Supply USA we make it a goal to never leave a customer dissatisfied. We work very hard to make sure that your order is always correct and sent to you in a timely manner.  We offer you a 100% money back guarantee on all products you receive that are damaged or defective.  Please contact us within 14 days letting us know the nature of the problem before returning any products. The customer is responsible for all shipping costs incurred on returned orders of items not damaged or defective and a restocking fee up to 20%.

For faster service, please have the following information on hand when requesting a RMA number: customer name, invoice number, serial number and nature of the problem. All products returned MUST: be 100 percent complete, contain ALL original boxes and packing materials, have original UPC codes on the manufacturer boxes, contain all manuals, blank warranty cards and other accessories and documentation provided by the manufacturer.

Your refund will be issued once we receive the damaged or defective product[s].  On orders returned for any reason other than damaged or defective merchandise, the shipping charges will not be refunded and there will be a restocking fee of up to 20% of the original charge of the order.  

If an item is damaged by UPS during the shipment, it is the customer’s responsibility to contact UPS directly. Insurance is issued free up to $100 but insurance must be paid for in advance if the customer wants insurance over $100.  The customer must take a picture and email it to Sgt Supply USA immediately upon opening the shipment.

If an order is placed in error, the product total will be refunded once the products have been received in full but the shipping charge, as well as the return shipping cost, will not be refunded.

Any shortages in our kits must be reported within 14 days. If the item[s] is defective, Sgt Supply USA will replace the item and pay for the return shipping. Only the missing item[s] will be replaced; not the entire survival kit.  The customer must take a picture and email it to Sgt Supply USA immediately upon opening the shipment.

Tannerite nor food and water products can be returned to be resold according to law, therefore refunds for tannerite and food and water products cannot be issued.

 Sgt Supply USA will NOT accept any returns for shipments outside the continental United States.  

Should you notice or have any discrepancy in your billing/invoicing you have 14 days to contact us to resolve the issue.

Any order placed on a credit/debit card that is canceled before it ships out will have a 3.5% cancellation fee deducted from the refund. If the order has shipped before we were able to cancel it, then the return policy mentioned above will be applied.

Q: I placed my order; what’s the easiest way to track its progress?

A: After you order, a confirmation email will be sent to you. It can take up to 24 hours to process orders. Once your order is shipped, a tracking number will be immediately emailed to you. We ship through UPS, FedEx, or the US Postal Service, and you can use their services to track your order through the shipping process. If you have any other questions about your order, you can always contact us and we will be happy to provide additional support.

Q: How fast do you ship? How fast is my order processed?

A: Our regular shipping typically takes two to three business days with the exception of our survival kits, which may take up to a week.  If you need express delivery, additional shipping options are available to you at the checkout. Orders are processed within 24 hours of receipt.  

Q: Is shipping calculated automatically in the shopping cart?

A: At this time, we are offering free shipping* on all products in the 48 USA contiguous states with the exception of our survival kits which have fixed rate shipping that will be noted in your cart. If you need express delivery or additional shipping options, please contact us to get a freight quote.

Q: What are my payment choices?

A: We accept Visa, MasterCard, Discover, American Express, and PayPal, all via PayPal. Your order will be shipped once your payment information has been confirmed.

Q: When will my credit card be charged?

A: Your credit card will be charged within 24 hours of receiving and processing your order. 

Q: I received the wrong order/something is missing from my order. What do I do?

A: It doesn’t happen often, but if you did not receive the right products or have an issue with your products, contact us within 72 hours to correct your order. Please note that orders of multiple items can be shipped individually and arrive at different times. If we have made a mistake in shipping, we will pay to ship it back and we will work with you until you are completely satisfied.

Q: I cannot find what I am looking for. What do I do now?

A: If you cannot find what you are looking for feel free to contact us with your special request and we will do our best to find what you need.

*Free Shipping is included on all products in the 48 USA contiguous states with the exception of our survival kits which have fixed rate shipping that is included in the kit price.