Shipping policy

Survival Squadron

Refund, Return, and Shipping Policy

Last Updated: March 2026

1. General Terms

Survival Squadron reserves the right to update this policy at any time. Updated versions will take effect immediately once published. By using the services provided by Survival Squadron, buyers acknowledge and accept the terms outlined in this policy.

If a buyer does not agree with the policy, they are considered to have waived the use of Survival Squadron services.

For questions regarding this policy, please contact:

Email: contact@survivalsquadron.com

2. After-Sales Request Period

Buyers must submit any Return or Refund request within 25 days of the delivery date.

Requests submitted after this period may not be eligible for after-sales support, and Survival Squadron reserves the right to decline such requests.

3. Order Cancellation

Before Shipment

Buyers may cancel an order before it is shipped by contacting:

orders@survivalsquadron.com

If Survival Squadron cannot fulfill an order within the stated processing time due to stock issues, supplier problems, or other limitations, the order may be canceled and refunded.

Orders That Cannot Be Cancelled After Payment

The following orders cannot be canceled once payment has been processed:

  • Print-on-Demand (POD) orders
  • Pre-order inventory products
  • Video or photo service orders

These products are prepared specifically for the buyer.

4. Refund and Return Conditions

Defective or Damaged Products

If a buyer receives a damaged or defective item, they must submit a refund or replacement request and provide clear photo or video evidence of the issue.

Survival Squadron will review the request within 3 business days.

If the claim is approved:

  • A prepaid return label will be provided if a return is required.
  • Refunds will be issued within 3 business days once the return shows as in transit using the provided label.
  • If no return is required, the refund will be issued within 3 business days.

If the buyer requests a replacement, Survival Squadron will ship the replacement within 5 business days, provided the item is in stock.

If the item is out of stock, Survival Squadron may issue a refund instead.

Non-Defective Returns (Remorse Returns)

Survival Squadron does not guarantee acceptance of returns for non-defective items.

If accepted, a restocking and repacking fee may apply. The total deduction will not exceed 35% of the total order value.

5. Refund Processing Times

Under approved circumstances:

  • Refunds will be processed within 3 business days
  • Redelivery or replacement shipments will be initiated within 5 business days

These timeframes apply once the refund or replacement request has been approved.

6. Evidence Requirements

Buyers submitting after-sales requests must provide evidence supporting their claim. This may include:

  • Photos of damaged or incorrect items
  • Videos demonstrating defects
  • Screenshots of complaints or disputes (including name, date, and content)
  • Tracking information screenshots

Survival Squadron reserves the right to determine whether the submitted evidence is sufficient.

Requests without adequate evidence may be rejected.

7. Shipping and Delivery Issues

Orders Returned During Transit

If a package is returned to Survival Squadron during transit and the buyer requests a refund, the refund will be processed within 3 business days of the request.

If the buyer requests redelivery, the replacement shipment will be initiated within 5 business days.

Orders Destroyed During Transit

If a shipment is destroyed during transit and the buyer can provide proof from the logistics provider (such as a tracking screenshot), Survival Squadron will:

  • Issue a refund within 3 business days, or
  • Ship a replacement within 5 business days

8. Shipping Delays

Orders may qualify as delayed if they remain in transit beyond the following timeframes:

  • United States: 45 days after shipment
  • Brazil: 110 days after shipment (due to customs clearance delays)
  • Special shipping lines: up to 100 days depending on carrier

Orders exceeding these timeframes may be eligible for dispute review.

Please note that delivery delays may occur due to customs inspections, logistics disruptions, or local postal handling.

9. Orders Marked as Delivered

If tracking information shows that an order has been delivered, Survival Squadron may not issue refunds or replacements.

If the buyer did not receive the package, they must provide a non-delivery certificate issued by the local post office with an official seal.

Local postal services may attempt delivery multiple times before returning packages to the post office for pickup.

Buyers are responsible for collecting packages if delivery attempts fail.

10. Incorrect or Missing Items

Survival Squadron maintains strict quality control before shipment.

If a buyer receives incorrect or missing items:

  • Incorrect product: full refund or replacement
  • Wrong color or size that does not affect function: refund or replacement may be offered
  • Missing parts that do not affect function: partial refund or replacement part
  • Missing parts affecting function: product replacement
  • Missing accessories: replacement accessories will be sent

11. Damaged Products

If products arrive damaged:

  • Severely damaged items: full refund or replacement
  • Partially damaged items: partial refund or replacement may be offered

Minor cosmetic issues such as slight wrinkles, small scratches, or loose threads may not qualify for refunds.

Damage to packaging alone may not qualify for refunds due to international shipping conditions.

12. Incorrect Shipping Information

Buyers are responsible for providing accurate shipping information.

If incorrect shipping information is provided:

  • Buyers must contact Survival Squadron immediately to request correction.
  • If the order has already shipped, the buyer must contact the logistics provider directly.

If a package is delivered to the wrong address due to incorrect information provided by the buyer, Survival Squadron cannot guarantee recovery of the shipment.

If the item is successfully returned in good condition, a refund may be issued within 3 business days, or redelivery may be arranged (additional shipping fees apply).

13. Tracking and Logistics Issues

Invalid Tracking Number

If Survival Squadron provides an incorrect tracking number and fails to provide a correct one within 4 business days, the buyer may request a refund.

No Tracking Updates

If tracking information does not update for more than 7 business days after label creation, the buyer may request a refund.

These conditions do not apply during:

  • holidays
  • extreme weather
  • global events (such as pandemics)
  • other abnormal circumstances

14. Shipping Method Limitations

Some shipping methods do not provide full tracking in certain regions.

Disputes may not be accepted for orders shipped using the following methods:

  • PostNL
  • Electric PostNL
  • Packet EUB
  • Packet Postal Route
  • Packet Postal
  • Packet Railway Economy

Remote areas may incur additional shipping fees.

15. Force Majeure

Survival Squadron is not responsible for shipping delays or damage caused by events outside our control, including but not limited to:

  • natural disasters
  • epidemics or pandemics
  • war or political conflicts
  • customs inspections
  • strikes
  • severe weather

In such cases, Survival Squadron will notify customers via email when possible.

16. Return Policy

Returns are accepted in accordance with supplier return policies. 

However, returns to oversease warehouses are not recommended due to high international shipping costs and long transit times (often up to 3 months).

If a buyer wishes to return a product:

  1. Contact Survival Squadron by email.
  2. Wait for return approval.
  3. Ship the item within 10 days after approval.

17. Unacceptable Disputes

Survival Squadron may reject disputes including but not limited to:

  • Buyer dissatisfaction with the product
  • Claims that product descriptions are inaccurate
  • Unusual product odor
  • Buyer ordering the wrong product or SKU
  • Incorrect shipping address provided by the buyer
  • Product differences previously agreed upon
  • Deleted tracking information from logistics providers
  • Customs issues caused by failure to comply with local import requirements

18. Dispute Process

If a buyer is not satisfied with the resolution of an after-sales issue, they may open a dispute with Survival Squadron for further review.

Disputes cannot be opened once an order status has been closed.