Frequently Asked Questions
- Why does my order still show awaiting payment?
- How long will it take my order to ship?
- Why did I receive an incomplete order?
- Am I charged for a backordered item if it has not shipped?
- Can I pick up my order if I live or am visiting locally?
- Do I have to be in the military or a police officer to make purchases on your website?
- Can I buy magazines if I am not in law enforcement?
- Do you ship magazines to an APO address?
- Do you ship outside of the United States?
- What method of payment is accepted for international orders?
- Why is my order status “Awaiting Payment”?
- I recently made a purchase, and the item is now on sale. Can I get a credit for the difference?
- I saw the same item on another website at a lower cost, do you price match?
- Do you offer discounts for law enforcement or military officers?
- How do I place a department/agency purchase?
- What are your methods of shipping?
- What is your return policy?
- Is there any exchange fee or restocking fee?
- My package was lost or damaged in transit. How do I get the items reshipped to me?
- I accidentally input the wrong address but my order has already shipped, can I change the shipping address?
- How can I cancel my order?
- How can I add an item to my order?
- What is the ETA (estimated time of arrival) for the items on backorder?
- How long does it take for a refund to show up in my account?
- Do you have any catalogues available?
Q: Why does my order still show awaiting payment?
A: When you first place your order, our system does what is call an authorization check. This makes sure that all of the provided information is correct and that the funds are available. This does not pull funds from your account, though many banks will show it as a pending charge. This returns to your accont normally in 3 to 5 business days. When we process your order and are ready to ship it, we will then capture the funds. Until we capture these funds your order will show "awaiting payment" as its status. There is nothing wrong with your order, we just do not pull the funds until closer to shipping.
Q: How long will it take for my order to ship?
A: Orders typically take approximately 24-72 hours to ship. This of course excludes weekends and/or national and Jewish holidays. If your order is placed at the end of our business day and/or weekend, you must take our business hours into consideration.
Q: Why did I receive an incomplete order?
A: We try to fulfill all orders both efficiently and quickly. Even with a huge inventory and a variety of items at our disposal we are not always able to ship all items at once due to the high demands of our customers. If an item(s) is/are out of stock, it will be placed on a backorder list and shipped once it becomes available. Old orders have precedence over new or recently placed orders.
Q: Am I charged for a backordered item if it has not shipped?
A: Backordered items are charged only when they are ready to be processed for shipment. If an item is out of stock, you will still be charged only for the bulk of the items that are being shipped at that particular time.
Q: Can I pick up my order if I live or am visiting locally?
A: Our facilities are NOT open to the public. All walk-ins must be active law enforcement or military personnel. Identification is required upon entry into our facilities.
Q: Do I have to be in the military or a police officer to make purchases on your website?
A: NO. Anyone over the age of 18 is able to purchase our products online. While we do carry certain products that are available to law enforcement and military only, most of our products are available for sale to the general public. The customer is responsible for adhering to his/her own state laws.
Q: Can I buy magazines if I am not in law enforcement?
A: Yes, you can. However, we do not ship magazines that are considered “high- capacity” to civilians in states that have restrictions. Please check your local/state laws for more information.
Q: Do you ship outside of the United States?
A: Yes, we do ship outside of the U.S. However, the methods of payment for international orders are different than those nationwide. We do adhere to all ITAR rules and regulations for the exportation of restricted items.
Q: What method of payment is accepted for international orders?
A: Credit cards are not accepted. Payment is provided via bank wire transfers. PayPal is sometimes an appropriate method of payment. For further details regarding this Paypal option for international orders, please contact us at firstname.lastname@example.org.
Q: Why is my order status “Awaiting Payment”?
A: “Awaiting Payment” status signifies that there are some discrepancies with the billing information on your order. Customers are contacted when necessary if further information is needed. The customer may be asked to verify his/her billing address, phone number, email, etc in order for us to confirm that the transaction is not fraudulent. We may choose not to ship an order if we have determined that the transaction is too risky due to conflicting information provided by the customer and the credit card company.
Q: I recently made a purchase, and the item is now on sale. Can I get a credit for the difference?
A: We are more than happy to adjust the price for a sale item if the sale item still remains unshipped. Once the sale item has a tracking number and is therefore charged and leaving our facility, we will not reimburse for the difference.
Q: I saw the same item on another website at a lower cost, do you price match?
A: We strive to maintain competitive prices for our customers. We are more than happy to beat or match any advertised price at time of purchase. Price protection plan does not apply to sale items, limited quantity offers, manufacturer’s rebates, closeouts, clearances, bulk quantity items, or typographical errors.
Q: Do you offer discounts for law enforcement or military officers?
A: Yes. We do offer further discounts if and when we are able to. Please contact our Sales Department at (702) 703-1299, or email us at email@example.com for quotes or discounts on your purchase.
Q: How do I place a department/agency purchase?
A: You may place an order in several ways. You can contact our sales department by phone at (702) 703-1299. If you are placing a purchase order and would like to be billed Net 30, you must fax or email a copy of your order that includes department letterhead to (702) 703-1299 or firstname.lastname@example.org. You are also more than welcome to place an order on our website.
Q: What is your return policy?
A: Our return policy is backed by a 100% money back guarantee. You have 15 days from the time of your orders delivery to notify us of any intent to return merchandise. You can fill out an RMA# Form (Return Authorization) on our Customer Service page. All products must be returned in original condition and contain all manufacturer packaging and tags.
If an item proves to be defective within the 15-day return policy or is shipped incorrectly, we will be more than happy to cover the return shipping to have the item replaced or credited to you. We may ask that you return merchandise directly to the manufacturer if it is after our 15-day return policy if the product is covered by any manufacturer warranty.
Q: Is there any exchange fee or restocking fee?
A: Yes, there is an exchange fee for returns. The exchange fee is the base shipping cost needed to have the merchandise returned to you. You will only be charged the exchange fee if you returned a product for any other reason that is not a fault of our own. This includes but is not limited to you ordering the incorrect product, not satisfied with the color or size, changed your mind about the purchase, etc.
A re-stocking fee of 25% is implemented if we accept return merchandise after our 15- day return policy and if the merchandise was returned in poor condition and missing their original manufacturer packaging and/or tags. This fee is non-negotiable.
Q: My package was lost or damaged in transit. How do I get the items reshipped to me?
A: You must notify us as soon as possible if your order was delivered to you in a damaged container or if the package never reached its final destination.
If the package never reached its destination, we will have to contact the freight company and file a Claim. A tracer will be initiated and an investigation will commence. We are not able to ship any replacements until we have a confirmation from the freight company that the package was located at one of their facilities or until they conclude that the package was indeed lost. The Claim process takes approximately 3-14 business days.
If the package was damaged in transit, you must keep any and all container and packaging material. Fedex or USPS will want to inspect the package themselves for any insurance purposes.
Q: I accidentally input the wrong address but my order has already shipped, can I change the shipping address?
A: Yes, in most cases we are able to fix and intercept the package once it’s already in transit. You must contact us as soon as possible as this option has a limited time frame. You will be responsible for covering any shipping surcharges and fuel charges that the shipper requires. Any additional charges will be billed to the credit card on file for the purchase.
Q: How can I cancel my order?
A: You may cancel your order via email at email@example.com or by phone at (702) 703-1299 if a tracking number is not yet available for the item or order. The sooner you do it, the better it is as we cannot guarantee return of package once it’s in transit and you will be required to cover any fuel charges if the package has already shipped and you decided to cancel late.
Q: How can I add an item to my order?
A: Best option is to just place a new order for the any additional items needed. We cannot guarantee the change you requested will be implemented if the order is already being processed in our shipping department.
Q: What is the ETA (estimated time of arrival) for the items on back-order?
A: ETA’s vary depending on the manufacturer of the product you ordered. The standard eta for most out of stock items is between 10-15 business days. This does not include an eta for special ordered items or scopes i.e. Trijicon or Leupolds. Eta’s for optics may take longer than the standard time frame mentioned.Be advised that ETA’s are liable to change depending on the manufacturers or to high demand of a certain product.
Q: How long does it take for a refund to show up in my account?
A: Funds take anywhere from 24-72 hours to be processed back into your account. You are always notified of any credit issued to you via email.