Customer Service

Shipping & Delivery


Which shipping providers does use?

At this time, ships all orders less than 150 pounds via UPS. Orders over 150 pounds are considered freight, and will ship via the best method available. For these orders, We will follow up with you directly after your purchase to verify individual details.

We reserve the right to ship orders via FedEx, USPS or UPS. Below is a list of items that cannot ship via air. These items will be pulled from any orders shipped air and will be shipped via ground separately. The customer will be responsible for the ground shipping charge of the separate items.

  • TFF - Fix a Flat
  • TFS - Flint Starter
  • TPS - Portable Stove
  • LCWM - Waterproof Matches
  • LCW5 - 5 in 1 Whistle
  • SWUH - Body Warmers


Production Lead Times

For large orders of survival kits we may require a lead time. We also may require a lead time for large product orders as well.

Number of Kits            Business Days for Production
10-100   5-15
101-1000    10-45 
1001+    45-60 

The above figures represent estimates. If something occurs out of our control which delays the shipment, will not be held responsible. Shipping times vary depending on the destination of the products.



***For any orders shipping freight it is your/your customer’s responsibility to schedule a delivery date and time with the trucking company. If you/they fail to do so, the order could be charged storage fees or could possibly be returned to us which you/your customer will be responsible for any extra charges.***

We will need to be contacted directly for a freight quote if the order is over 250 lbs, a notification will show under the shipping information if this is required. 

Privacy & Security

Your privacy is a top concern. We make sure to keep all of your information secure and safe from any outside attacks. Our system is checked regularly to ensure no identity theft occurs. We safeguard all information entered herein. does not sell or give out your information to any advertising company, organization, or other group.

Information Collected

The information we automatically collect or store is used to improve the content of our web services and to help us understand how people are using our services. This information does not identify you personally and is used for gathering web site statistics. The information we automatically collect and store in our logs about your visit helps us to analyze our web site to continually improve the value of the materials available. Our web site logs do not identify a visitor by personal information,
The following information is recorded:

  1. The type of browser you used
  2. Keywords used in search
  3. Screen size used
  4. Top Products viewed and sold
  5. Visited by what country
  6. Used Language
  7. Source of visit
  8. Most visited categories
  9. Page hit counter
Returns & Replacements

At we make it a goal to never leave a customer dissatisfied. We work hard to make sure that every order is correct and sent out in a timely manner.

Returns are accepted within 30 days from the time the order is placed as long as the products are returned in the same re-sellable condition deemed by us. All shortages must be reported within 30 days as well. If the item(s) is defective, will replace the item and pay for the return shipping. Only the item will be replaced; not the entire survival kit. will NOT accept any returns for any shipments outside the continental United States.  

Should you notice or have any discrepancy in your billing/invoicing you have 30 days to report it to

If the merchandise purchased was defective in anyway, the customer will have will have 60 days to notify SurvivalSupplyGear of the defective merchandise. If we are notified within 60 days replacement product will be shipped out at no additional cost to the customer. Please note that we will replace only defective items included in the kit.

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.

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

Food and water products can not be returned to be re-sold according to law, therefore refunds for food and water products cannot be issued.

On orders returned for any reason other than 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.

Any order placed on a credit/debit card that is canceled before it ships out will have an 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.


How do I place an order?

Placing an order can be done quickly and easily on our website, by adding the products you would like to order "to your cart" and then "checking out." During the checkout sequence, you will have the chance to input your billing info, your customer's shipping info, and any other specifics. After you have successfully submitted your order, you will immediately receive a confirmation number, and an email receipt. If you have additional questions about placing an order, please visit our step by step tutorial.  

How soon does ship out orders?

We are dedicated to shipping all orders we receive as fast as possible. We usually ship all orders within 48 hours but we usually claim 2-5 business days just to be safe.

Payment, Pricing & Promotions
Orders from can be paid for using a valid debit/credit card (Visa, Mastercard, or American Express) in our secure payment gateway. We also accept PayPal.
Viewing Orders
Viewing orders are made easy at During the buying process, you can view all orders in your shopping cart. Once an order has been placed, you will receive a tracking number sent to your email within 24-48 hours of processed orders.
Updating Account Information

By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.