FAQ

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FAQ

How do I track my order?

Shortly after an order is placed you should receive an order confirmation email from us, and once the order has shipped you will also receive a tracking number to your email. If you placed your order using an account with us, you can log into your account and see the tracking info there as well. Please note, If there are multiple tracking numbers for one order, only the first one will be emailed to you, the rest will be visible by logging into your account and seeing them all there.

How long does it take to process and ship orders?

Most orders process and ship within 1 business day or same day if ordered before 2pm EST, however there are a few exceptions to that which may cause the order to process and ship within 3-4 business days: Ammo orders to "restricted states", upper receivers, Glock products & Holosun products. All of these will incur an extra 3-4 day delay due to us being required to receive orders containing those items to our Florida warehouse first and then re-ship them to you. Those brands and ammo shipments to "restricted states" are not being allowed to ship directly from our distribution partners to our customers (their policy, not ours), so in order to be able to ship nationwide and offer those brands at low prices, we are required to receive the items locally first and then re-ship it. We also do not release ammunition orders to "restricted states" until all required documentation is sent over to us, which can cause an additional delay. We are actively working on better solutions to make for faster shipping times. 

I never received an email confirmation or tracking update?

Email confirmations and tracking info are sent over automatically, so you should be receiving them. There are some instances where it may be ending up in your spam folder, so we suggest checking for it there. We also will process orders manually on occasion, which will sometimes cause tracking not to sync to the order. If you still do not see these updates, feel free to reach out to us and we will send it over to you.

I only received part of my order, what happened to the rest?

If your order contains more than 1 item, there is a chance that it will arrive in multiple shipments. We utilize our extensive network of distribution partners, and fulfillment centers to be able to offer as many products as possible, and keep pricing + shipping low and fast. This does occasionally cause orders to have shipments coming from multiple warehouses, which is why you may receive some items before others. Rest-assured, the remainder of your order is on its way.

It has been a few days and I still do not see any updates to my order?

If you do not see any updates to your order, it could be one of two things. Either your order contains items which are required to ship to us first (outlined in the 2nd FAQ question), or there was a technical error on our end which caused updates to not be sent over to you (rarely happens, but can on occasion). In this case we suggest reaching out to our customer service team at admin@tacticalsurplususa.com and they will be able to find out what happened.

What does Awaiting Fulfillment & Awaiting Shipment mean?

After placing an order, your order goes through several status updates as it goes through he fulfillment process. Once an order is placed, it goes to AWAITING FULFILLMENT, this means the order was confirmed, inventory was allocated, and it is waiting to be picked and packed for shipment. After it is packed up and ready to be shipped, it will update to AWAITING SHIPMENT, this means the order is packed, and ready for pickup by FedEx. Once the order ships, it will update to SHIPPED and a tracking number will be sent a long with that status update email.

How much do you charge for shipping?

Our shipping rates work as follows:

All orders NOT CONTAINING ammunition ship for $12.99 flat rate. This is classified as an "Accessories Order."

All orders CONTAINING ammunition follow this flat rate: $15.99 for 1-20 boxes, every additional box is another $1, so 20 boxes = $15.99 shipping, and 21 boxes = $16.99 shipping etc. This is classified as an "Ammunition Order."

Please note, the additional $1 per box only applies to ammunition, so if you ordered 20 boxes of ammunition + 20 magazines, you will only be charged $15.99 for that order. If you ordered 21 boxes of ammunition + 20 magazines, you will be charged $16.99 shipping. If you ordered 100 magazines only, you will be charged just $12.99 shipping.

What is your return policy?

We accept returns on orders within 30 days of ordering. If an item is not damaged, and is being returned because it is not needed or wanted, it will incur a 15% restocking fee. If an order arrives damaged, we will not charge a restocking fee. We pay for return shipping in either case. We do not accept any returns of ammunition or reloading components due to safety reasons for our staff.

To initiate a return, please email our customer service team at admin@tacticalsurplususa.com, and we will get it sorted out for you right away!

I was issued a refund but I still do not see it in my account?

If you were issued a refund, please allow up to 7 business days for the funds to post back into your account. Most banks deposit the funds sooner, but it can occasionally take as long as 7 business days for the funds to post back into your bank account.

Do you ship nationwide?

We do! For ammunition orders, we ship nationwide, but require additional information and documentation depending on your state's requirements. Please reference our requirements HERE and send all documents to admin@tacticalsurplususa.com

How do I contact customer service?

You can reach out to us at our customer service email admin@tacticalsurplususa.com and we will respond to you ASAP. We value our customers and will always make you our priority, so we will always go the extra mile to make sure you are taken care of and have a good experience with us.

Why Is there no phone number?

We are a small, family-run business, and at this time we handle all customer service inquiries over email. We are hoping to expand the team soon and offer a phone line for customer service, but at this time we are limited to the email. We always prioritize our customers, so rest-assured your email will be answered promptly and we will make sure you are 100% satisfied with your experience with us.

Where are you located?

Our offices are located in Coral Springs, FL, but we ship from our network of distribution partners and fulfillment centers in TX, FL, CA, IL & IA.