Returns & Refunds Policy
We want you to be satisfied with your purchase. If there is a problem with your order, please contact us and we'll work with you to find an appropriate solution.
Return Request Timeframe
Requests regarding damaged, defective, incorrect, or missing items must be submitted within 20 days of delivery.
Requests submitted outside this period may not be eligible for review.
Information We May Need
To help us resolve issues quickly, we may request:
- Photos of the product
- Photos of the packaging
- Videos showing the issue
- Order details
- Tracking information
Providing clear documentation helps us process claims more efficiently.
Damaged Products
If your order arrives damaged:
- Contact us within the return period.
- Provide photos or video of the damage.
- We will review the claim and determine the appropriate resolution.
Depending on the circumstances, we may offer:
- Replacement shipment
- Store credit
- Partial refund
- Full refund
Incorrect or Missing Items
If you receive the wrong item or if part of your order is missing, please contact us promptly.
After verification, we may provide:
- Replacement products
- Missing components
- Partial refund
- Full refund
depending on the situation.
Defective Products
If a product arrives defective or not functioning as intended, please contact us with photos or video showing the issue.
We will review the claim and provide an appropriate resolution.
Non-Defective Returns
Because many products are shipped directly from fulfillment partners, returns for non-defective items may not always be available.
If a non-defective return is approved:
- The item must be returned in unused condition.
- Return authorization may be required.
- Restocking and repackaging fees may apply.
- Total deductions will not exceed 35% of the order value where applicable.
Refund Processing
Approved refunds are generally processed within 3 business days after approval.
Depending on your payment provider, it may take additional time for the funds to appear in your account.
Replacement Shipments
Approved replacement shipments are generally initiated within 5 business days after approval.
Return Shipping
In cases involving:
- Defective products
- Damaged products
- Incorrect shipments
Emergency Supplies Co may provide a prepaid return label when a return is required.
For customer-preference returns or orders with incorrect customer-provided information, return shipping costs may be the responsibility of the customer.
Final Review
Each return, refund, or replacement request is reviewed individually based on the information provided, carrier records, supplier policies, and the circumstances of the order.
Our goal is always to provide a fair and reasonable resolution while balancing the realities of fulfillment and shipping logistics.
