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FAQ – Scape-survival

FAQ

Where is the store based ?

We are based in the US and the UK

Where do you ship to ?

We currently only ship to the US. Please expect your items to be shipped separately as different factories specialize in different areas of manufacturing.

Shipping times

Due to the global pandemic, delays can occur. Thanks for your understanding.

Three options are available:

- Standard shipping: 12 - 15 business days.

- Standard Insured shipping: 12 - 15 business days.

- Standard Insured shipping + prioritized order (shipped first): 8 - 15 business days.

*The shipping times are only an average estimate. Your order is likely to be shipped faster in most cases.

Shipping charges

- Standard shipping: Free.

- Standard Insured shipping: starting from $2.67.

- Standard shipping + prioritized order: starting from $5.32.

- Free Insured shipping for orders over $79.

 

Shipping disclaimer

 

Standard shipping

Sometimes, and more often due to the pandemic, the tracking info states that the packages has been delivered, but the customer says that nothing has been delivered. Be aware that if you choose this option and the above situation happens, you are the only responsible party. We encourage you to reach to your local post office. If any problem occurs before reaching your post office, we will take care of that and issue you a refund if necessary.

 

 

What about custom fees ?

We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Can I cancel my order after I have paid for it ?

Can I cancel my order after I have paid for it ?

Please email us as soon as possible at support@scape-survival.com. An order can not be cancelled 24 hours after it has been placed

What is your Returns & Refunds policies ?

We currently don't offer returns or exchanges. If we offer you a refund, you can keep the damaged item(s).

You have 30 days after the product has been marked as delivered to request a refund (write us at support@scape-survival.com).

Cases when you are eligible for a refund:

- The product you received is defective or damaged. Please send us pictures as a proof.

- You received the wrong item.

- You chose one of our Standard Insured shipping option and you haven't received the package.

How long does it take for my order to be processed?

Due to the global pandemic and the factory working with reduced staff, it takes up to 3-5 business days the order to be processed.

After the order is processed and shipped, you should receive your tracking number by mail and/or SMS.

I haven't received my Tracking number. What's the problem ?

As stated before, it takes up to 3 - 5 days for us to process the order. After the order is processed, a tracking number is generated especially for you and you will be notified by email.

You can check the order status in the Track Your Order button in the menu bar.

Why the tracking number doesn’t update?

One or more reasons below might cause the issue:

1. the tracking code you check is the last mile tracking. If the parcel is still on route to destination country, nothing will show up with the last mile tracking. Please wait until it arrives at custom.

2. the parcel is hold for information.

3. unexpected delay happened