HELP / FREQUENTLY ASKED QUESTIONS (FAQs)


 

Ordering Information


Sales Tax

Orders shipped within the state of California are subject to 8.25% sales tax. No sales tax is added for orders shipped outside of the state of California.


Payment Options

Survival Kits Online accepts Visa, MasterCard, Discover Card 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 PayPal.  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 toll free at (877) 3-DAY-KITS (877-332-9548) or if you’'re in the Los Angeles area at (818) 232-7664, by fax at (206) 274-6487 or

In the event your credit card is declined, Survival Kits Online will inform you and request a new credit card number.  Please provide Survival Kits 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 or you can call us at (877) 3-DAY-KITS (877-332-9548) or fax us at (206) 274-6487.

If paying by check or money order, please make it out to “Survival Kits Online” and mail to our retail location (open to the public) located at:


Survival Kits Online
23233 Saticoy St. Ste. 105
West Hills, CA 91304


Please make sure to include a copy of 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 financial institution.


Telephone Orders

We will be pleased to accept your order by phone.  Please call (877) 3-DAY-KITS (877-332-9548) extension 1, and a Survival Kits 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 Survival Kits Online Representative by email at or by calling us at (877) 3-DAY-KITS (877-332-9548).


Shipping Methods and Rates

Our shipping carrier is FedEx. Unless special arrangements are made, UPS does not deliver on Saturdays or Sundays unless Home Delivery is the chosen method in which case a Saturday delivery is attempted when delivering to a residential address. UPS does not deliver to Post Office boxes. In the event UPS is selected but the only shipping option is a Post Office Box, we will make out best attempt to send the order via USPS (which does deliver to Post Office Boxes) or we will inform you that we will need a physical address to complete your order. The system will generally default to USPS when it detects a Post Office Box in the shipping address.

APO and PO Box orders will be shipped via US Postal Service.  Standard shipping charges will apply.

Orders shipped to Alaska , Hawaii , Guam, Puerto Rico and the US Virgin Islands must select USPS Priority Mail or USPS Parcel Post.


International Shipping Now Available!

We have partnered with Bongo International Parcel and Mail Forwarding to service our international customers.



Order Status

We process orders Monday through Friday (except holidays) in the order in which they are received.  Orders begin processing the next business day upon ordering. For example, if your order was placed on a Thursday, do not begin counting the business days until Friday (assuming Friday is not a holiday) as we would be processing your order the next business day.

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


UPS GroundSM

Zone (See Map)

 Processing Time

Shipping Time (Ground)

  Total Time

1 - Southern CA - Central - San Diego

2 to 4 business days

- 1 to 2 business days

3 to 6 business days

2 - Northern CA, AZ, Western NV & NM

2 to 4 business days

- 2 to 3 business days

4 to 7 business days

3 - OR, WA, Most Midwestern States

2 to 4 business days

- 3 to 4 business days

5 to 8 business days

4 - Central & Most East Coast States

2 to 4 business days

- 4 to 5 business days

6 to 9 business days

5 - Remainder of States in North and East Coast

2 to 4 business days

- 5 to 6 business days

7 to 10 business days



UPS 3 Day SelectSM

Zone (See Map)

 Processing Time

Shipping Time (3-Day)

  Total Time

1 - Southern CA - Central - San Diego

2 to 4 business days

- 1 to 3 business days

3 to 7 business days

2 - Northern CA, AZ, Western NV & NM

2 to 4 business days

- 2 to 3 business days

4 to 7 business days

3 - OR, WA, Most Midwestern States

2 to 4 business days

- 3 business days

5 to 7 business days

4 - Central & Most East Coast States

2 to 4 business days

- 3 business days

5 to 7 business days

5 - Remainder of States in North and East Coast

2 to 4 business days

- 3 business days

5 to 7 business days

UPS 2 Day AirSM

Zone (See Map)

 Processing Time

Shipping Time (2-Day)

  Total Time

1 - Southern CA - Central - San Diego

2 to 4 business days

- 1 to 2 business days

3 to 6 business days

2 - Northern CA, AZ, Western NV & NM

2 to 4 business days

- 2 business days

4 to 6 business days

3 - OR, WA, Most Midwestern States

2 to 4 business days

- 2 business days

4 to 6 business days

4 - Central & Most East Coast States

2 to 4 business days

- 2 business days

4 to 6 business days

5 - Remainder of States in North and East Coast

2 to 4 business days

- 2 business days

4 to 6 business days

Zone (See Map)

 Processing Time

Shipping Time (2 to 3 Day)

  Total Time

1 - Southern CA - Central - San Diego

2 to 4 business days

- 1 to 2 business days

3 to 6 business days

2 - Northern CA, AZ, Western NV & NM

2 to 4 business days

- 2 to 3 business days

4 to 7 business days

3 - OR, WA, Most Midwestern States

2 to 4 business days

- 2 to 3 business days

4 to 7 business days

4 - Central & Most East Coast States

2 to 4 business days

- 2 to 3 business days

4 to 7 business days

5 - Remainder of States in North and East Coast

2 to 4 business days

- 3 to 4 business days

5 to 8 business days

USPS Parcel Post and First Class

Zone (See Map)

 Processing Time

Shipping Time (Parcel Post)

  Total Time

1 - Southern CA - Central - San Diego

2 to 4 business days

- 2 to 5 business days

4 to 9 business days

2 - Northern CA, AZ, Western NV & NM

2 to 4 business days

- 3 to 7 business days

5 to 11 business days

3 - OR, WA, Most Midwestern States

2 to 4 business days

- 4 to 9 business days

6 to 13 business days

4 - Central & Most East Coast States

2 to 4 business days

- 5 to 11 business days

7 to 15 business days

5 - Remainder of States in North and East Coast

2 to 4 business days

- 6 to 13 business days

8 to 17 business days


5 business days are typically equal to 7 calendar days or 1 week unless there is a holiday or non-business day that falls in between that period. There may be occasions where we will find a shipping method that will meet or exceed the shipping method chosen, in which case, your item will be shipped to that method accordingly. Also, if an item(s) ordered is on backorder, this may delay the processing time.


You may request express shipping for an additional charge.
If you want to check the status of your order, please use the tracking number included in your shipping confirmation email.  If you have questions about your order, please contact us by email at or call us at (877) 3-DAY-KITS (877-332-9548). Changes to Submitted Orders

If you need to change an order you have already placed, please contact a Survival Kits Online Representative by email at or by phone at (877) 3-DAY-KITS (877-332-9548).  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 Survival Kits Online Representative by email at or by phone at (877) 3-DAY-KITS (877-332-9548).  To expedite your request, please have your order confirmation number available.  We will always do our best to accommodate your concern as efficiently as possible.


Returns & Exchanges

Low Price Guarantee:
We guarantee that our prices meet or beat any other site's prices for the same product!  Our goal is to make high quality products affordable and competitively priced.  If you find the same product somewhere else for a lower price within 30 days of purchase, simply email us or call and we'll match that price!  Just make sure the product has the same components and is available from that merchant.  We will need to verify the product availability and information before a price difference refund is made.  This does not apply to fulfillment house merchants (i.e., Amazon), auction sites (i.e., eBay), items listed in a private sale or non-professionally advertised source, bulk discount stores and merchants who sell other products other than survival kits and related products (i.e., Big Name Department and Home Improvement Stores).


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 Survival Kits Online Representative by email at or by phone at (877) 3-DAY-KITS (877-332-9548).  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.


Manufacturers Defects:
If a product appears to have a manufacturers defect, please contact a Survival Kits Online Representative by email at or by phone at (877) 3-DAY-KITS (877-332-9548) 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.


Return Merchandise Policy:
Permission for any return merchandise must be secured from a Survival Kits 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.

After a return is authorized by the Survival Kits Online representative:

  1. Return the item to the address given to you by the Survival Kits Online representative.
  2. Write the Return Authorization Number on the box.
  3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise.  Returns shipped via U.S. Postal Service (U.S.P.S.) or with a value of over $100.00 should be insured.  We are not liable for return merchandise that does not reach our return department. 

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 Return Center.


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.  Survival Kits 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 2008 with an expiration date of May 2013.  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 2009.]  In this event, we will note this on the individual item’s purchase page.


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Web Site Information


Unsubscribe from Newsletter

If you wish to unsubscribe from our Customer Newsletter, you may either click on the link in any of the emails we have sent you, or click on “Unsubscribe” on our home page under Company Info or click on the link in the email to unsubscribe.


Site Security

Credit card information entered at survivalkitsonline.com is secure and safe.  All orders placed on the survivalkitsonline.com website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.  If you are uncomfortable entering your credit card information online, we will be pleased to accept your order by phone toll free at (877) 3-DAY-KITS (877-332-9548) or if you’re in the Los Angeles area at (818) 232-7664, by fax at (206) 274-6487 or by email at Sales at SurvivalKitsOnline.com


Secure Shopping

You can shop at www.survivalkitsonline.com online with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card and electronic check transactions for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks (see an online payments diagram). The company adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

  • Industry leading encryption hardware and software methods and security protocols to protect customer information.

  • Compliance with the Payment Card Industry (PCI) Data Security Standard.

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.


If you prefer, we can process your transaction by phone, fax or mail. Call us toll free at ((877) 3-DAY-KITS (877-332-9548) or if you’re in the Los Angeles area at (818) 232-7664, by fax at (206) 274-6487 or by email at Sales at SurvivalKitsOnline.com . or mail your order to:


Survival Kits Online
7621 Woodlake Ave.
West Hills, CA  91304


You may also visit our store location above which is open to the public!

www.survivalkitsonline.com is registered with the Authorize.Net Verified Merchant Seal program and the Better Business Bureau.


Change Address or Email Address

If you wish to change your address or email address, you may do so by clicking Login to go to your account.


Contacting Survival Kits Online

To contact Survival Kits Online, email us at Sales at SurvivalKitsOnline.com or by phone at (877) 3-DAY-KITS (877-332-9548) from Monday - Friday 11:00am to 6:00pm PST.  Alternatively, please fill out our Contact Us Form and your inquiry will be responded to within two business days.


Quality Experience

We at Survival Kits Online are committed to offering you a quality experience.  We are constantly reviewing your feedback to improve and enhance your shopping experience.  You can tell us what you think by sending us feedback in our Contact Us Form, or by contacting a Survival Kits Online Representative toll-free at (877) 3-DAY-KITS (877-332-9548) from Monday - Friday 11:00am to 6:00pm PST.