FAQs
Warranty Information
Returns
Our policy lasts for 45 days from the fulfillment of your order. If 45 days have gone by since the fulfillment of your purchase, we unfortunately can’t offer you a refund or exchange.
Submit a return request
Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.
- Log in to your account:
- In the "Email" field, enter your email address, and then click "Continue".
- In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
- Go back to the online store, and then enter a six-digit verification code.
- Click the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for the store.
- If you would like to exchange an item from your order, select "Other" as the reason, and put "Exchange" as the note.
- Click "Submit request". If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you'll receive your refund!
If your ordered product arrives damaged or if , please contact our customer service at [email protected] with:
- A description of the issue
- A photo of the damaged item or defect
- A shipping address for the replacement parts
- Your original order number or email for us to look up the product
Once we receive these, we'll go ahead either sending parts, a replacement product, or in processing a return so we can repair the product.
Paracord Replacement Instructions
- After receiving the new cord, untie the old cord.
- Melt one end of the old cord together with one end of the new cord.
- Pull the old cord through until the new cord is all the way through the Joey Pouch.
- Cut the old cord off.
- Melt the cut end of the new cord to prevent fraying
- Tie it off, and you are good to go!
Order Management
Once your order has been fulfilled by our team, you will receive a shipping confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates after 2 business days, please reach out to us at [email protected], and one of our team members will be happy to assist you!
If you have not received your order and it has surpassed the expected delivery time, we ask that you first check your tracking information for any updates. Occasionally, orders may be marked as delivered before they are actually dropped off. If the tracking indicates that your order was marked as delivered, or there has not been an update in a while, please contact us.
We may ask you to reach out to your local post office for more information, or we will contact our shipping partner on your behalf. If it has been significantly delayed or if there is evidence of a delivery issue, we may ship a replacement order to you. Please provide any additional details you can so we can assist you promptly.
If you have not received a shipping confirmation or are concerned about the delivery status of your order, please reach out to our customer service team at [email protected]. We will investigate the issue and work to determine the status of your shipment. In certain cases, we may provide a gift card for the inconvenience or expedite a replacement order to ensure you receive your products in a timely manner.
If you need to cancel your order for any reason, please contact our customer service team immediately with your order details. We usually ship very quickly after ordering but as long as the order has not already been shipped, we will try our best to intercept your order before it goes out and get you a refund processed.
If the order has already shipped, you can set up a return through our returns portal.
If an item is missing from your order or you did not receive a promotional item you were expecting, please contact our customer service team at [email protected] as soon as possible. We will add the missing item to your order and ensure that you receive a shipping confirmation once your order has been fulfilled. In the event of a promotional item being omitted, we will make sure it is sent to you at no additional charge.
Other
We understand the importance of safety documentation when handling products. For items like the MagMaster Pro that use magnets with a gauss value below the threshold for special shipping, we do not have an SDS sheet. Rest assured that we comply with all safety standards and regulations. If you require any further information or assistance, reach out to customer service at [email protected].
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- Contact usDon't see your question listed? Send us an email and one of our team members will help you answer any questions you have!