Shipping & Returns

Emergency Supplies Co reserves the right to update this policy when necessary. Updates take effect immediately upon publication at www.emergencysuppliesco.com. Continued use of our services after an update constitutes acceptance of the revised policy; if you do not agree to the policy, please discontinue use of our services.

Buyers should file a return or refund request within 20 days of the delivery date. Requests submitted after this window may not be eligible for after-sales service.

Order Cancellations

Before an order ships, buyers may request cancellation by contacting us through our Contact Us page.

If we are unable to fulfill an order within the stated processing time — for example, due to lack of stock or other conditions — we reserve the right to cancel the order and issue a refund.

The following order types cannot be canceled after payment, as they are custom-prepared for you:

• Print-on-demand (POD) orders
• Pre-order / made-to-order inventory orders
• Video and photo orders

Damaged or Broken Goods

If you receive goods that are damaged or broken and submit a refund request with compelling evidence, and a return is required, we will provide a prepaid return label within 3 business days. Once the return shows as in transit with the provided tracking number, we will process your refund.

Non-Defective Returns

Emergency Supplies Co does not generally accept after-sales requests for "non-defective remorse returns" (e.g. simply changing your mind), and reserves the right to accept or reject such requests at our discretion.

If a non-defective return is accepted, a restocking and repacking fee may be deducted from the refund. This fee will not exceed 35% of the order total.

Refund and Redelivery Timeframes

Once a refund or redelivery is approved, Emergency Supplies Co will issue the refund within 3 business days, or begin redelivery within 5 business days, unless otherwise noted below.

Evidence Requirements

When you submit an after-sales request, you will need to provide supporting evidence within the applicable after-sales period. If compelling evidence is not provided in time, we reserve the right to reject the request. Whether evidence is compelling is determined by Emergency Supplies Co on a case-by-case basis.

1. Refund Request Timing

Unshipped orders: You may request a full refund for an order not shipped within the stated processing time. We have 3 business days to process a refund request after it's submitted; if we fail to respond within that window, the order will be refunded automatically.

Shipped orders: We have 10 business days to process a refund request after it's submitted. If we fail to respond within that window, the order will be refunded automatically.

2. Goods Returned in Transit

If a package is returned to us in transit for any reason, we will process a refund request within 3 business days, or begin redelivery within 5 business days of the request.

3. Goods Destroyed in Transit

If your package or its contents are destroyed in transit and you have proof from the carrier's tracking site, we will refund your order within 3 business days or begin redelivery within 5 business days of your request. To file this type of claim, please provide:

• Photos or video clearly showing the damage
• A screenshot of any related email or dispute correspondence, including name, date, and content
• The damaged product, if our team requests its return

3.1 Delayed Orders

Orders lacking tracking updates, or stuck in transit or pending status, are generally eligible for review 60 days after departing our warehouse, with some exceptions:

• Orders shipped to the USA: 45 days after departure
• Orders shipped to Brazil: 110 days after departure, due to extended customs clearance
• Orders shipped via our liquid-line packet service: 100 days after departure
• Certain specialty shipping methods may not be eligible for delay disputes (see Section 6.4)

3.2 Orders Not Received

We are unable to offer a refund or resend if tracking confirms delivery. If you have not received your package despite a "delivered" status, a non-delivery certification from your local post office (with an official seal) is required.

If tracking shows an alert status, common reasons include:

• Incorrect or insufficient address
• No such number
• Unknown recipient
• Delivery refused
• Package not picked up in time
• No safe delivery location
• Customs not cleared
• Other carrier-specific issues

3.3 Damaged Products

We offer a full refund or replacement for products that arrive badly damaged, and a partial refund or replacement for products that arrive partially damaged (this excludes minor cosmetic issues such as loose threads, light wrinkling, or small scratches).

3.4 Incorrect or Missing Products

We maintain a strict quality control process before dispatch. If something still goes wrong, here's how we handle it:

• Wrong product sent: full refund or replacement
• Wrong color or size that doesn't affect function: refund or resend, with a screenshot of your complaint (name, content, date)
• Missing parts that don't affect function: partial refund or resend of the missing part
• Missing parts that do affect function: product resend
• Missing accessories: accessory resend

4. Incorrect Receipt Information

If you provided incorrect shipping or receipt information, contact us through our Contact Us page to request a correction. Please note that corrections and cancellations cannot be guaranteed once an order is in process.

If the order has already shipped, you are responsible for contacting the carrier directly with the correct information. If goods are delivered to an incorrect address, you may attempt to return them at your own expense; if returned in good condition, we will refund the order within 3 business days of receipt, or begin redelivery within 5 business days (redelivery shipping fees apply to the buyer). If the order cannot be corrected or returned, the buyer bears the resulting loss.

5. Defective Products

If you notice a problem upon receipt — damaged packaging, an item significantly different from its description, missing or incorrect goods, or a quality issue — please submit a refund or redelivery request with clear photo or video evidence. We will review submitted evidence and respond within 3 business days.

If the evidence does not clearly show the issue, we reserve the right to reject the request. If the evidence is approved and a return is required, we will provide a prepaid return label within 3 business days, and process your refund once the return shows as in transit. If no return is required, we will refund within 3 business days of the request. If redelivery is requested and approved, we will begin redelivery within 5 business days; if the replacement item is out of stock, we may issue a refund instead, or you may reorder once restocked.

5.1 Incorrect or Missing Products

The same handling described in Section 3.4 applies here: full refund or replacement for wrong items, refund or resend with a complaint screenshot for non-functional color/size differences, and partial refund, resend, or full resend depending on whether missing parts or accessories affect product function.

5.2 Service Products

• Disputes arising from shipping delays or transit damage may not be eligible for a product-cost refund
• Disputes arising from quality issues where Emergency Supplies Co is not the underlying supplier may not be accepted
• Service products that did not go through our quality inspection may not be eligible for dispute

6. Logistics Issues

6.1 Invalid Tracking Information

If we confirm a tracking number is incorrect and fail to provide a corrected one within 4 business days, the order will be refunded.

6.2 Delayed Tracking Updates

If tracking shows no update for more than 7 business days after a shipping label is created, you may request a refund, which we will process within 3 business days. This does not apply during holidays, public health emergencies, severe weather, or other abnormal circumstances.

6.3 Extended Shipping Periods

If transit time exceeds the estimated delivery window by 10 or more days with no valid tracking update, you may request a refund, which we will process within 3 business days. This does not apply during holidays, public health emergencies, severe weather, or other abnormal circumstances.

6.4 Shipping Method Limitations

Some shipping methods are not trackable once orders reach certain countries, states, or cities. We are unable to accept disputes for orders sent via these methods to affected destinations, including PostNL, Electric PostNL, Packet EUB, Packet Postal Route, Packet Postal, and Packet Railway Economy. Note that remote addresses may also incur additional shipping charges under certain methods.

6.5 Force Majeure

Emergency Supplies Co is not responsible for product damage or shipping delays caused by events beyond our control, including public health emergencies, international conflict, strikes, war, earthquakes, floods, storms, heavy snow, or customs inspections. We will notify affected customers at emergencysuppliesco@gmail.com when possible.

6.6 Destination Limitations

Due to limited international transportation infrastructure, we are unable to accept disputes for orders shipped to the following destinations:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea, Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan, Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu, Samoa, Curacao, Saint Eustatius, Saint Martin, Nevis, Somaliland, Yemen, Mayotte, Zambia, and Zimbabwe.

7. Other Circumstances

During holidays, public health emergencies, severe weather, or other abnormal situations, please contact us at emergencysuppliesco@gmail.com. We will do our best to assist promptly and aim to respond with a decision within two weeks. As noted above, Emergency Supplies Co is not responsible for damage or delays caused by events beyond our control.

7.1 Returns to Our Warehouse

Products can only be returned to our US warehouse. We generally don't recommend this route: international return shipping is costly, can take three months or more to arrive, and returned items are frequently lost or damaged along the way.

If you'd still like to proceed, email us first — we'll respond within 1 to 5 business days — and please initiate the return within 10 days of receiving your product.

7.2 Order Cancellations

We offer a full refund for orders canceled before they've been processed by our warehouse. As noted above, POD orders, pre-order/inventory orders, and video or photo orders cannot be canceled after payment, as they are prepared specifically for you.

7.3 Dispute Deadlines

Disputes cannot be opened once an order's status is closed, and cannot be resolved if third-party tracking information becomes untraceable.

7.4 Requests We're Unable to Accept

Emergency Supplies Co is not able to accept disputes based on the following:

• General dissatisfaction with the product
• Disagreement with the accuracy of a product description
• Unusual product odor
• Ordering the wrong item or SKU
• Shipping address entered incorrectly
• Product differences that were agreed upon in advance
• Tracking information removed by the carrier or local post office
• Packages returned, discarded, or detained due to non-compliance with a destination country's customs requirements

8. Still Need Help?

If you're not satisfied with the resolution offered for an after-sales issue, you're welcome to open a formal dispute with our team, and we'll work with you to help resolve it.