Shipping, Returns, and Refunds Policies

Shipping Policy

At Pro Prep Survival, our goal is to make your shopping experience exceptional.

Shipping Coverage

We currently only sell and ship to the 48 contiguous United States.

Order Verification and Processing

All orders are subject to verification and approval before being shipped to ensure accuracy. Order fulfillment begins as soon as your order is placed, and your items will be shipped within 1-3 business days. Shipping carriers vary depending upon location and package size and are seller’s choice. Please be aware that orders cannot be changed, modified, or canceled once they have been submitted. In rare cases, you may attempt to contact us for changes before your order has been processed for shipping, but accommodation is not guaranteed. If a domestic order is canceled by the customer prior to shipping, a 5% cancellation fee will apply due to increased credit card processing fees.

Order Tracking

We value clear communication and will keep you updated throughout the shipping process. All orders are shipped from the United States. Once your order has shipped, you will receive a shipping confirmation email that includes the tracking information for your favorite products.

Force Majeure and Other Exceptions

While we strive to deliver all orders on time, please note that certain circumstances beyond our control—such as public holidays, extreme weather events, disasters, service interruptions, pandemics, acts of war or God, martial law, or other extraordinary situations—may affect delivery times. In these cases, Pro Prep Survival cannot be held responsible for delays. We will strive to get your products out as quickly as possible.

Returns and Refunds Policy

At Pro Prep Survival, we stand by the quality of our products and want our customers to be completely satisfied. We hope you are happy with your order, but if something isn’t quite right, we are here to help.

How to Return an Item

Return claims must be filed no later than 28 days from the original order date. To initiate a return or refund claim, please first review our full Returns and Refunds Policy, in order to help answer any questions you may have. If you wish to proceed or have any questions, start by contacting us via the “Contact-Us” page to request a Return Authorization (RA) number. All returns require an RA#. When contacting us, please provide: your name, email, phone number, order or invoice number, the product, and the reason for your return. Once your return claim information is received, we will issue your RA# and provide instructions for returning your item. All returns must be completed within 28 days of the original order date.

After your return arrives, we will inspect the item and process it. Refunds are issued to the original form of payment.

Return Policy Details

Claims for returns or refunds must be filed as soon as possible, but no later than 28 days from the original order date. Contact us via “Contact-Us” for an RA number, providing all required information. We accept returns of unopened damaged merchandise within this time. Upon receipt and inspection of the return, refunds will be processed to the original form of payment.

**Returns missing product manuals, original packaging, or other materials, or items with damaged packaging, may incur a restocking fee.

**Removal of UPC codes or serial numbers from returned items voids the return, and a refund will not be provided.

All returns must be shipped to the designated address with the RA# on the label, and packaging should match that of the original shipment. Please do not write directly on the original packaging.

**Food, water, medications, medical devices, and special-order items cannot be returned or exchanged.

**Non-defective “remorse returns” are not accepted for refunds.

**Returns are only accepted for products with a valid defect or damage.

Refunds

Qualified refunds are credited to the original payment method within 72 hours of receipt of the returned product. Please allow sufficient time for your credit card, bank, or PayPal to process the refund (can take 3 or up to 10-12 days.) Full refunds are issued only if the product is returned in its original condition with all packaging, manuals, and manufacturer materials. Missing materials or damaged packaging will result in a restocking fee. Shipping charges are non-refundable. If a discount code was used at checkout, the dollar value applied by the code will be deducted as a restocking fee if the order is returned.

**Removal of UPC codes or serial numbers voids the return and no refund will be given.

Damaged and Defective Items

Since some products are factory-packaged, physical inspection before shipping is not always possible. If you receive damaged or defective merchandise, notify us within two business days of receipt. We will determine the appropriate refund based on the item and nature of the defect.

**If an item returned as damaged or defective is found not to be so, a 35% restocking fee will be charged. Shipping costs are non-refundable for non-defective returns, and the buyer is responsible for return shipping.

**Some products may be covered by a manufacturer’s warranty and should be returned to the manufacturer for warranty repair.

Defective Products

If you receive items that are damaged, broken, significantly not as described, missing, incorrect, or have other quality issues, submit a refund request with a description and valid proof (photos/videos of the problem and package label). The supplier will review your evidence and respond with a return/refund decision within three business days.

**If the evidence does not clearly show the issue, the supplier may deny the request.

**If the evidence is clear and a return is necessary, the supplier will provide a prepaid return label within three business days of approval and issue a refund once the return is in transit.

**If the goods do not need to be returned, the refund will be processed within three business days of the request.

Goods Destroyed in Transit

If your order is damaged during transit and you provide proof (such as a screenshot from the carrier’s paperwork, or website confirming the damage), the supplier is required to process a refund within three business days of the request. All product exchanges must be processed as a new order. If merchandise is lost or damaged in transit, you must notify the carrier at time of delivery. We are not responsible for loss, damage or theft during transit but will try to assist with shipping claims and provide documentation as needed.

Exchange Requests

All eligible returns will result in a refund. Exchanges must be placed as a new order. This is due to possible product availability changes. There is no restocking fee for damaged returns, and shipping fees are covered. A 35% restocking fee applies to all ‘non-defective’ merchandise returns. Shipping costs are non-refundable for non-defective returns, and buyers are responsible for return shipping costs.

Order Cancellations

For orders canceled by customers before shipping, a 5% cancellation fee will be charged due to increased credit card/payment processing fees.

Thank you for shopping with us—at Pro Prep Survival we’re committed to making your experience a great one!