Our number one priority is customer service and customer satisfaction. We offer a 100% customer satisfaction guarantee. Is my credit card information safe and secure when ordering ? Yes, we have a completely secure merchant account system that automatically checks your credit card number and deposits the money into our bank account without anyone ever seeing your credit card number or information. How long does it take my order to get to me? Up to 6 business days depending on the shipping method chosen. Example: if you order on a Saturday and you live in Texas, the map shows 3 days, this does not mean your package will be to you on the following Monday . The way to calculate the time when you will receive your package is as follows. Monday is the next business day after your Saturday order, your order will be processed on Monday and will ship on Monday. You will receive your order on Thursday. If you have questions please send Customer Service an email or give our office a call 513-442-4860 Please note that Saturdays, Sundays, or Holidays are not included in any shipping time estimate. What are your handling and shipping fees? NO handling fees, shipping fees are calculated at check out. Do you have a minimum order requirement? No |
What is your Exchange and Return Policy? (see below)
Exchanges: We will happily exchange any of our products that you purchase for any reason. However, if you are exchanging a product due to wrong product ordered, wrong size, wrong color, wrong type, etc., or because you are not satisfied with the product, you will be charged our standard shipping cost for UPS Ground to have the exchanged product shipped back to you (if you wish to have upgraded shipping, we can do so, however, you will be charged for that upgraded shipping cost. If a product is being exchanged due to a manufacturers defect, we will exchange that product for you and you will NOT be charged for shipping it back to you via UPS ground.
Return Policy: - We offer a 30-day (from the date of delivery ) money back guarantee on our self defense items. If you are not fully satisfied, you may return your order within 30 days of receipt. We only ask that you follow our guidelines when doing so. We do not pay for return shipping.
All non defective returns must be unopened in the original packaging, refunds are contingent upon inspection of item (s) once we receive it.
Please allow 7-10 days for processing returns.
After 30 days from delivery you will be issued a store credit, minus shipping once the item are received.
The cost of shipping for non defective returns will be paid by the customer.
If you need to return an order, please read the following:
Contact Customer Service for an RMA (Return Merchandise Authorization) number. Provide your name, order number, order date, what you would like to return, daytime telephone number, and reason for return. You will receive full instructions and the address where to return your product when we send you the RMA number.
The RMA number must be on your return shipping label. If it is not, your package may be refused and sent back to you. We get samples from different companies and individuals all the time. If we accept/receive a package and it does not have an RMA number on the box, it gets set aside.
Returns must be postmarked within 30 days of delivery date. All delivery dates are kept on file here .
Returns accepted and/or received after 30 days will receive an exchange or in store credit only.
All non-defective returns for refund or credit will be charged a 20% restocking fee
Hidden Cameras/ Nanny Cams - All our hidden nanny cameras are special order items and are NOT subject to cancellations or returns. Due to the nature of this product line, returns for hidden nanny cameras will only be accepted if the camera has a manufacturers defect, or if it is damaged upon shipment to the customer. In which case the product will be repaired or replaced, and shipped back to the customer. All returns must be authorized before product(s) are returned. All products must be returned in the original packaging. · IMPORTANT - The product(s) must be returned in resalable condition with all original packaging, accessories and accompanying literature. If we receive your product without the accompanying accessories and documentation, you will not get a refund or in store credit. If you lost something that goes with your order, you can not return it. The cost of shipping for returns will be paid by the customer, except if item/s are determined defective the shipping will be paid by us. (a credit will be issued to your credit card or pay-pal account) For your protection we recommend that they be shipped with tracking information and insurance*. If it is sent by postal service, use delivery confirmation and insure the package. If going by UPS you can use regular ground service. Insurance is not needed unless the shipment exceeds $100 in value. What is your Defective Merchandise Return Policy ? On most products, we will accept returns of defective product for replacement for up to 30 days after the date of the invoice. If a product has a longer warranty period, it will be indicated in the product description on our web site. The exception to this policy is for TASER products, TASER International will take care of all defective TASER products. TASER return information can be found here: http://taser.com/support/Pages/RMAannouncements.aspx All returns require a return authorization number (contact us for an RMA #). The cost to ship the product back will be paid by the customer. For your protection we recommend that they be shipped with tracking information and insurance*. If it is sent by postal service, use delivery confirmation and insure the package. If going by UPS you can use regular ground service. Insurance is not needed unless the shipment exceeds $100 in value. The cost to ship the replacement product(s) back to you will be paid by us. Please test the product (s) before returning to us. Many items shipped back to us as defective work fine; some after doing something as simple as putting in new batteries. If an item is returned to us and found to be working the customer will have to pay return shipping charges. Also the item must not show signs of abuse or misuse and all parts and accessories must be included. What is your Address Policy? It is very important that you supply a complete and accurate address for orders. UPS charges us a $10.00 fee for an incomplete or wrong address shipped by ground and a $10.00 fee for an incomplete or wrong address shipped by air, therefore these charges will be billed to you. If you are assessed a fee it will be charged to your credit card and we will e-mail you a copy for your records. Payment Policy Agreement Making Purchases If you wish to make purchases of products or services described on Mach5 Self Defense, you will be asked by to supply certain information, including but not limited to credit card or other payment information. You agree that all information that you provide here will be accurate, complete and current. You agree to pay all charges incurred by users of your account and credit card or other payment mechanism at the prices in effect when such charges are incurred. |