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S&I Tactical welcomes you to contact our customer service team with any questions you may have. We have made ourselves available to our customers by phone and email. Before contacting us we recommend reading our Frequently Asked Questions Page as you may find an answer to your question and save yourself some time.
Do I need to signup in order to purchase?
You can make order without being our member, but we STRONGLY SUGGEST YOU TO SIGNUP WHEN PURCHASE, it is because you can track the status of your current orders, review your previous orders and take advantage of our other member's benefits.
Where do you ship to?
*Indonesia, Japan, *South Korea, *Malaysia, *Philippines, *Singapore, Taiwan,
Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia (Republic of), Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Netherlands, New Caledonia, Norway, Poland, Portugal, Reunion, Romania, Russian Federation (Russia), Slovak Republic (Slovakia), Slovenia (Republic of), Spain, Sweden, Switzerland, *Turkey, Ukraine, *United Kingdom
*Canada, *United States of America
South Africa (Republic of), *New Zealand, Chile, United Arab Emirates
*not all kinds of product can be shipped to, for further details, please check with your countries’ terms or send us eMail for enquiry.
How do I order from this website?
1. Browse the website or find the items with our search engine.
2. In the product list or product webpage, click on the “add this to my cart” button to purchase.
How do you ship?
For different countries, we use the most efficient and reliable companies to ensure you get your order. In the order check out procedure, there are four options:
- World Wide Express 5-7 days, we use DHL, UPS, EMS: Charge extra shipping fee
- China Post Airmail 2-4 weeks (Below 2kg): Free shipping fee
Which shipping method is the best?
Different shipping methods are fits for different countries and different kinds of product you have purchased. In most cases, we strongly suggest you to use World Wide express rather than Airmail. Although it is more expensive, you can get the parcel really fast and you can easily check the delivery status. For any not received case in HK post airmail, yes they provide an inquiry system but the investigation period is extremely long, mostly 2-8 weeks, or even longer.
If you are buying some small parts from us and the order do not include any high value item, you may selected Airmail for lower shipping cost.
How much is my shipping?
Our online shopping system will calculate the total shipping cost for you. The shipping cost depends on what your are ordering, the weight and dimensions of your parcel. The heavier and larger your order is, the more it will cost to ship. However, there are economies of scale and shipping cost per kilograms decreases as the package gets heavier. As such the per item shipping cost is more expensive for one item than if you ordered two items. It’s always more cost effective to ship more in one package than to ship separately.
If I have different address other than the billing address, can you ship to the address I want?
We have a billing address and shipping address, you can input the shipping address if you want to send the order to other destination. You can edit it while you have login, the location is MY ACCOUNT > view and change entries in my address book.
What kind of payment method do you accept?
We accept online credit card payment and Bank wire transfer (accept only for transaction over USD1000.00), You can pay via credit card with your Visa、MasterCard、American Express etc.
Why the transaction cannot complete when I tried to check out?
The system automatically verifies with the information you submit to our online shopping system and the unsuccessful transaction can be caused by followings reason:
- The bank here refused the payment and decline the order.
- Other undefined situation.
What can I do if the bank decline my payment?
Please confirm the address is correct first (Both billing address and shipping address), if it is the same then you can send email to us:email@example.com, we will check with the bank and let you know what is the issue.
Please remember to remark us the order number as well. We will confirm you back as long as the payment cleared, we will also arrange the shipment and send you the tracking as soon as possible.
How do I use a discount coupon code?
You can only use the discount coupon via our online shopping system, you should input the coupon code in the “coupon Code” box when making the order.
If I have some special instruction, what can I do?
You can leave the message or instruction in the comment box when making order, such as the item colour and quantity confirmation.
What things I need to confirm before checkout?
The Name of Consignee, the billing address and shipping address, the shipping method selected, telephone number if available and the selected items in your shopping cart. Once you checkout and finished the payment, we will process the order as soon as possible according to the information you have provided. There is the risk that you may not able to get the parcel if you have provide wrong information, and we are not responsible for the misleading or mistakes made by customers. So please double-confirm the information before you proceed the check out.
After Check Out
How do I track my order?
As long as we have dispatched your order, we will send you a tracking number by eMail. You can track the parcel according to the delivery company (Post Office, DHL, UPS, etc.) for the delivery status.
How do I find my order ID number?
You must log in our online store to check the order ID.
What does my order status mean?
Pending: It means the order was placed, the payment has been paid or unpaid, but not shipped yet.
Processing: The system will transfer the details of transaction record to us and posted in the comment box.
Processing ( updated ): That means an invoice has been printed for your order, the items in your order are being pulled from our inventory and packaged for shipping.
Shipped:The order has been packed and dispatched, we post the tracking number in the comment box.
Order Cancelled:As customer request, the order is cancelled which means this transaction is closed.
Why there is no one handle my order as I have made an order for a period of time?
This situation happens only if we have not received your payment, mostly for those customers who chose the item and not yet send the payment to us online. So please send the payment once you have made an order in your shopping cart.
After Sales Service
Is there any import taxes or duties?
Some countries will tax imported goods and this may apply to you. However, even this is not consistent for every state or region within each country, and the shipping company will also make a difference as to whether tax is charged or not. Taxation and import duties also might not be applied if customs does not inspect your package.
However, please understand that in some cases, your country may elect to charge a tax on items you order from us. We have no control of this. If your government requests that you pay tax on your purchase, you must pay it to receive the product. We are not responsible for paying your taxes. If an order is returned to us due to your refusal to pay import tax, we will charge a 10% restocking fee if the order is returned to us as a result. The shipping fee will also NOT be refunded. Kindly ensure you understand this policy before purchasing from us.
What if the customs seized the items?
If your parcel is inspected by the customs, please wait until clearance. If the customs seized the items, we are not responsible for refund or replacement; customer has to bear the risk.
Do you have any warranties?
We check all the ordered items and make sure they work properly. We make sure the parcel is in safe and secure packaged. So we suggest that you should send an enquiry for any uncertainty of our product before making order, and make sure you order what you want. If product is defective or damage, we provide 10 days of replacement or return, shipping fee will not be returned.
What should I do if the package is damaged when I received?
First, we suggest you to keep the parcel with all original packaging, and take photos for reference.
Second, we suggest you should follow the bottom instruction for different shipping method.
For express mail (e.g. UPS, FedEx, TNT, EMS, etc)
You should open and check the parcel in the presence of the courier. If there is any missing or damaged items in your order, please report to the delivery company and inform us as soon as possible.
For Airmail / Ground Mail
Please report to the local post office and seek advice from them.
What can I do if I receive defective or damaged items in my order?
If you receive a damaged or defective item, please eMail our support team firstname.lastname@example.org, together providing the order number and report the defect within 3 days of delivery in order to obtain an authorization for return. You are not able to get an authorization after the 3 days allowance. Any unauthorized returns may be refused or disregarded so please do not return items to us without our prior consent. A 20% handling fee of the item price would be charged for ANY returned item. The return damaged or defective item MUST be in secure packaged. If we find the defect described in your message, we will decide upon appropriate action, including but not limited to the following:
- Repair the items and send them back to you
- Ship a new set of items to you as a replacement
- Refund to you (according to the value of the defective item deduct the 20% handling fee)
However, we DO NOT offer any replacement or refund if the damage is caused by one or more of the following:
- Inappropriate use of the item
- Disassembly and / or modification of the item
Do I need to pay for the shipping cost for returning damaged or defective item?
The shipping costs include the return from users to our support team, and the resend for replace or repair item. We pay for the return shipping costs ONLY IF the return is a result of an error made by S&I Tactical. We are not responsible for the shipping costs if the damaged is made by users, package forwarder or any other parties involve in shipping. S&I Tactical supply company Reserves the final right to determine the proper course of action in all circumstances.
The compensation for the shipping cost will be provided in form of our online store credit to be used in future orders and will ONLY be offered if the package is returned by Airmail.
No compensation on shipping cost for the methods of shipment such as registered Airmail, Courier Services, Express Mail etc.
If the package was returned by a shipment method other than regular Airmail, S&I Tactical reserves the right to decide on the amount of shipping refund provided based on the cost of a regular Airmail shipment
It generally takes 2-3 weeks to process a return. We recommend you to send your return via a reliable carrier and we are not responsible for lost returns.
Is there any guarantee provided if the delivery company loses my parcel?
For Express Mail
If the delivery company confirms the responsibility and make compensation, we will compensate according to the packing list / invoice type you have chosen, i.e. if you have chosen 50% invoice type, we will compensate you 50% of the total amount if the amount is lower than the upper limit. Please note that the upper limit is USD100. We will send the payment to you once the delivery company transfer the compensation to us.
For Airmail / Ground Mail
In the event of loss of the parcel item, compensation from China Post Office is made in according to the weight of the item. Please note that the final compensation amount to be determined by China Post Office. The China Post Office also has upper limit for different type of shipping method.
How do I place wholesale order from you? Who should I contact?
For wholesle order, please write email to our sales department at：email@example.com, or directly to our sales manager at：firstname.lastname@example.org.