DOMESTIC SHIPPING POLICY

Shipment Processing Time
At Sophos Survival, we strive to create great customer experience and provide personal service. As part of this, our team aims for fast packaging and shipping of your order from our location in Spanish Fork, Utah. Please allow 1-3 days for your order to be prepared for shipping, excluding weekends and major holidays. Please expect 5-7 business days for your order to arrive once it has shipped. *Additional days may be required during peak demand times and/or due to weather events. You will receive a shipment confirmation email once your order has shipped. This email will contain carrier tracking number(s) and additional information. Tracking number(s) will be active 48 hours after order is shipped.

Shipping Rates

Shipping rates vary for orders and are calculated at checkout. As a small business, we do not have the benefit of contracted rates or multiple warehouses to offer free or heavily subsidized shipping. We strive to only charge the actual shipping cost of your order or less. We do offer free shipping on some products where possible and are working to offer lower shipping rates in the future. If you have any questions about the cost to ship your order feel free to contact us.

Damaged, Lost, or Stolen Packages

If your package is damaged, lost or stolen please contact us at info@sophossurvival.com and we will work with you to replace or refund your order.

INTERNATIONAL SHIPPING POLICY
We currently only offer calculated rates to Canada. We have included duties and taxes into our shipping rates to ensure smooth border crossing. For shipping to other countries, please contact us at info@sophossurvival.com and we will quote you a shipping price based on the product(s) you are interested in and your location.

RETURN POLICY
We stand behind our products. If you’re not satisfied with your purchase, you can return it for a replacement or refund within 30 days of purchase. Products must be in their original condition with proof of purchase, packaging and hang tags intact, and all items included. If product contents have been opened or used, returns may not be accepted. Please contact info@sophossurvival.com to set up an exchange or refund.

The following items are not returnable. Please contact us at info@sophossurvival.com if you have any concerns with these items.

-Freeze Dryers
-Water Tanks
-Food Items
-Electronics
-Medications

WARRANTY

Sophos Survival Branded Products

We stand behind our products and will cover all material or manufacturer defects for the product’s practical lifetime. This does not include normal wear and tear, user modifications, misuse, or accidental damage.

If you have an item that requires a warranty, a claim can be submitted by contacting our customer experience team at info@sophossurvival.com to set up the warranty claim.

In some cases, we require that the defective product be returned to us as part of the warranty process. Sophos Survival reserves the right to determine the cause of damage, and the resolution of each warranty claim, as well as to request proof of purchase for any claim.

Other Brands

Warranty coverage differs by brand and manufacturer. Please refer to the website of the specific brand or manufacturer of your product for more information on their warranty or contact us at info@sophossurvival.com for assistance in locating that info.

Sophos Survival does not warranty or guarantee products from other brands. If you have an item that requires a warranty, please contact the manufacturer of the product to make a warranty claim.

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