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Customer Service

 Product Quality Guarantee


1. As a responsible seller, we will select reliable suppliers and fine quality products for our customers.

2. If for some reasons the customers get defective products, or there're quality issues when used properly during the warranty period, we will replace the item within 10 days after the arrival.

3. And repair the items within 3 months without any extra charge.

4. If it's over 3 months but within 12 months we will only charge the exact cost (non-profitable for us).




Delivery Guarantee

We guarantee your products will arrive safely in your destination country. In the unlikely event your package is lost, we will re-send the goods or give you a full refund.

 

Delivery Failure Scenarios:

· The package is lost, broken, or stolen before it reaches you.

International Outdoor Store will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.

 

· An Air Mail package has not arrived after a long time.

International Outdoor Store will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region. If you are drop shipping you will be advised to create a new order for your customer in the meantime.

 

· A multi-part delivery arrives missing some items or packets.

In such a scenario you must raise the issue immediately with the courier or delivery company. With the correct documentary proof through the courier company reporting process, International Outdoor Store will re-send the goods or give a refund.

 

· Items in the packet arrive in a damaged condition.

In such a scenario you must raise the issue immediately with the courier or delivery company. Provided you follow through the correct reporting process, the goods can be handed back to the courier and International Outdoor Store will send new goods or give a refund. If you do not immediately follow the courier's reporting procedure, and thus no adequate documentation is available to prove the goods arrived damaged, we will offer advice on a case-by-case basis about whether you can return the goods to China for replacements or a refund.

 

· A shipment is delayed, turned back, or seized by Customs

If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mishandling by International Outdoor Store, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case.


General Delivery Failure Cases Where You Accept Liability

· you were not at home or the courier could not contact you

· the delivery details were wrong

· the recipient fails to accept the goods

· the courier cannot satisfactorily verify the identity of the person attempting to receive the goods

· the courier cannot deliver to a remote area or invalid address

· delivery fails due to war, disaster, etc

· other similar scenarios beyond our control

... [in such cases] you agree that International Outdoor Store will not accept liability and no compensation is available.

There are also several situations in which you accept liability when the goods do not arrive due to Customs issues.


Any other Customer Service questions you might need to ask, please refer to FAQ, or feel free to contact us.