FREQUENTLY ASKED QUESTIONS (FAQs)

ORDERING INFORMATION

Sales Tax

Orders shipped within the state of Utah are subject to 6.0% sales tax.  No sales tax is added for orders shipped outside of the state of Utah.

Payment Options

  Emergency Survival Online accepts Visa, MasterCard, Discover and American Express.  Credit card information entered in the site is secure and safe.  All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.

  We also accept Visa, MasterCard, Discover and American Express through the PayPal Gateway.  You are not required to sign up for PayPal to use these payment options, although PayPal will ask at the end of your transaction if you would like to sign up.  In addition, if you have a PayPal account that is associated with the email account you provided upon placing your order, you may be required to use your PayPal account as your form of payment.

If you are uncomfortable entering your credit card information online, we will be pleased to accept your order by phone . 

In the event your credit card is declined, Emergency Survival Online will inform you and request a new credit card number.  Please provide Emergency Survival Online with your new credit card number within 5 days so we can fulfill your order without you having to resubmit your order.  You may choose to send your corrected credit card information by emailing us at orders@emergencysurvivalonline.com or you can call us at 801-234-0512.

If paying by check or money order, please make it out to “J & S Marketing” and mail to Emergency Survival Online,  c/o J & S Marketing 105 South State Street #413 Orem, Utah 84058 .  Please make sure to include your order when sending payment and a way to contact you should a problem arise.  Your order will be processed and shipped as soon as payment is received and verified.  No orders can be shipped until paid in full.  Please note: personal and company checks can take up to 10 days to clear your bank.

Telephone Orders

We will be pleased to accept your order by phone.  Please call  801-234-0512 and an Emergency Survival Online Representative will provide you with product recommendations and other information to meet your survival kit and emergency preparedness needs.

Shipping Confirmation

Upon checkout, an email will be sent to you with a copy of your order.  Once your order has shipped, you will receive an additional email to confirm shipment of your order.  The shipping tracking information will be included in that email so that you may check status of the order at your convenience.  Should you have any questions about your order status, please contact a Emergency Survival Online Representative by email at orders@emergencysurvivalonline.com or by calling us at 801-234-0512.

Shipping Methods and Rates

Our shipping carrier is UPS.  UPS does not deliver on Saturday or Sunday nor do they deliver to Post Office boxes.

Order Status

We process orders Monday through Friday in the order in which they are received.  Orders begin processing the next business day upon ordering. You can track the status of your order by clicking here.

We are dedicated to shipping all orders we receive as fast as possible. We usually ship all orders within 2-5 business days. Some times shortages may occur with products. If there are circumstances where we do not have an item to fulfill an order, we will notify you by the next business day. We will either ship the products we do have and then make a second shipment for the missing items as soon as we receive them, or we will wait to ship the entire order together to lower the shipping charges. Please note that it is rare that this will occur but uncontrollable circumstances may cause shortages.

Please expect approximately the following amount of time for the processing and shipping of an order:

If you want to check the status of your order, please use the tracking number included in your shipping confirmation email and click here.  If you have questions about your order, please contact us by email at orders@emergencysurvivalonline.com or call us at 801-234-0512.

Changes to Submitted Orders

If you need to change an order you have already placed, please contact a Emergency Survival Online Representative within 24 hours of placing that order by email at orders@emergencysurvivalonline.com or by phone at 801-234-0512.  To expedite your request, please have your order confirmation number available.  We will always do our best to accommodate your needs.

Report Order Problem

If your order is missing a product, contains a damaged item, or other concern, please contact a Emergency Survival Online Representative by email at orders@emergencysurvivalonline.com or by phone at 801-234-0512.  To expedite your request, please have your order number available.  We will always do our best to accommodate your concern as efficiently as possible.

Returns & Exchanges

Damaged Merchandise:
Damaged shipments from handling must be claimed with the freight carrier.  If any cartons are missing or damaged, be sure to note this on the packing list notifying the driver immediately.  Refuse the delivery if any products are visibly damaged.  Notify us by contacting a Emergency Survival Online Representative by email at orders@emergencysurvivalonline.com or by phone at 801-234-0512.  If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim.  We cannot be responsible for damage caused by the freight carrier.
All claims must be turned in within 30 days of the order. The first $100 of value for insurance is free.

What happens if an item is missing from an order?
If an item is missing from the order you will need to let us know within 30 days of the order. We will ship out the missing item for no additional charge. This obviously costs us money to do so we are very careful to not make these types of mistakes and it has been an extremely rare occurrence.

Manufacturers Defects:
If a product appears to have a manufacturers defect, please contact a Emergency Survival Online Representative by email at orders@emergencysurvivalonline.com or by phone at  801-234-0512 for instructions.  Do not return items to us without first contacting us to receive instructions.  If an item is to be returned to us due to manufacturers defect, you must first receive a Return Authorization Number.  No packages will be accepted without a Return Authorization Number written clearly on the box.  Typically, we issue a pickup ticket to the delivery service for all defect returns. If the item(s) is defective, Emergency Survival Online will replace the item and pay for the return shipping. Only the item will be replaced; not the entire survival kit.All claims must be turned in within 30 days of the order.

Return Merchandise Policy:

Permission for any return merchandise must be secured from a Emergency Survival Online representative.  For questions about returning merchandise, please use our “Contact Us” Form to submit a request.  Health Department regulations forbid us from accepting returns on all food, water and sanitary items.  The return of non-defective merchandise when authorized may incur a 20% re-stocking fee.  No packages will be accepted without a Return Authorization Number written on the box.

How to Return a Product:

2. Carefully package the product in the manufacturers’ original packaging, making sure to include all products (except food and water products) and paperwork. Food and water products cannot be returned to be re-sold according to law, therefore refunds for food and water products will not be issued. 

3. Return the product via UPS or other insured shipping provider. It is recommended that you insure the package as EmergencySurvivalOnline.com is not responsible for loss or damage to merchandise that is being returned. Please insure the package for your purchase price. Returned products will be shipped at customers’ expense.  

4. Place a shipping label on the box and return the product to the address given to you when you received your RMA number. Please remember to include your RMA number along with a note stating the reason for the return.  After the returned products have been received, please allow 4-6 weeks for your account to be credited.

 
We will notify you via email, phone, or mail of your refund once we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 30 business days of our receiving your return.  Please note that we can refund shipping costs only if the return is a result of our error.

For a full explanation of our returns policy and guidelines, visit our Policies page.

Food, Water & Other Perishables

All food, water and other perishables are guaranteed to have a shelf life based on the manufacture date.  In most cases, this is 5 years.  Emergency Survival Online will make every effort to ensure that you receive the most recent manufactured items to meet this 5-year expiration time.  Due to the manufacturing time, shipping, storage, and to make our items available for delivery in an expeditious manner, the 5-year shelf life may vary up to 6 months.

From time to time, we offer clearance and/or sale items for items that may not meet the 5-year expiration date.  [For example, an item’s manufactured date may be May 2005 with an expiration date of May 2010.  In turn, we may sell these items at a discounted price up to one year beyond the manufacturer’s date, which would be through May 2006.]  In this event, we will note this on the individual item’s purchase page.

Shipping Destinations

Do you ship outside the United States?
Currently we do not ship outside the United States. Please send us your name and address and we will keep it on file for when we do ship outside the United States. Please check back in the future, we desire to serve our customers better.

When will my credit card be charged?

Group Discounts

If I order a large quantity of an item can I get a discount?
Yes we give large quantity discounts on our kits as well as product orders. Our survival kits have the quantity discounts on the product information page, please check out the discounts that are available. When requesting a quantity discount for any other products please contact us via email and let us know what item you are interested in and an estimated quantity you expect to purchase. We will then get back to you with the discount that would be available. 

Production Lead Times:

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