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FAQ-Frequently Asked Questions

Using the Web site

Ordering

Shipping, Delivery and Tracking of your Packages

How do I search for an item or product?
It is easy to search items or products from our store by locating the search option toward the bottom of each web page. You may enter a phrase closely describing the item you're looking for. You may also enter the item number of the product, if you have been to our site before. A navigation button situated on the left hand side of each page is also provided. Please find the 'Index' button and it will show all the items and pages on our site in alphabetical order.
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How can I view the pictures in close-up?
In order to view pictures or graphics at a closer range, click on the picture until it is displayed at its largest scale. Click the 'Back' button on your internet browser to return to the product description.
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How safe is it to shop at your store?
We are a Yahoo! Store and are part of the Yahoo! Shopping Mall

What that means to you is that your e-shopping experience will be easy and secure with our e-commerce technology provided by Yahoo! and Viaweb, both leading internet e-commerce providers. Orders are accepted securely using industry-standard SSL encryption.

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How do I navigate around your store?
If you are on the home page of our store, you will probably see our banner at the top, followed by a welcome message and links to the other pages.

All sections in our store will have a button-type navigation bar at the left side of the page. We also provided a navigation menu at the bottom of every page for your convenience.

You can always get back to the home page of our store by clicking on the Survival Instinct banner at the top of every page or the Home button on the top portion of the navigation bar.

A section is comprised of several pages of related items. For example, under CDROM, Books, & Videos, you will find our Survival CDROM, our special InTheBible.Com CDROM, and other survival literature. As another example, under Water, Filters and Tablets, you will find items like the British Berkefeld Gravity Water Filter and Retort Pouch Water.
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How do I place an order online?
Buying from the Survival Instinct Store is easy and secure. You don't have to fill out a registration form or download software to shop here. And when you place an order, you can feel confident that your credit card information is protected by our secure server. Orders are accepted securely using industry-standard SSL encryption.

For every in-stock item, there will be an 'Add to Shopping Cart' button. This button adds the item to your shopping basket. Putting something in your shopping basket does not commit you to buying it. After you put something in your shopping basket, you can choose to place the order immediately (Check Out), or continue shopping.

You can put as many items as you want in your shopping basket and edit, remove or add quantity. When you're finished and want to place the order, click on the 'Check Out' button.

For quicker check out, we've added the 'Yahoo Wallet Express Check Out' button for your convenience. Review the items
  • Choose the Shipping Address
  • Choose Shipping Option
  • Choose the Billing Address
  • Enter other billing info: email, comments
  • Enter Payment Method and Information - Visa, MasterCard, Discover, Check, or Money Order


Review your information and click on the [Yes: Place Order] button.

You will be presented with an Order Confirmation Page to signify a successful order. Print this Order Confirmation page for your records.
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Do you stock all the products?
While we try to stock as many of the products you see online; due to demand fluctuations it is possible that we may be out of items occasionally. Any orders for out of stock items are placed on Tuesday morning and typically arrive on Thursday and are shipped out to you as soon as possible.
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How else can I order, if I don't want to place an order over the internet?
You may place your order by fax 24/7. Your faxed order will be processed at our regular office hours from Monday to Friday, 9am to 5pm, Central Standard Time (CST). We are closed on holidays and weekends. Print the page of the item you want to purchase and on the same page, write your address, contact number or e-mail address and credit card number including expiration date and fax us the page. For multiple item orders, please print a Fax Order Form (html format). Our Fax number is (972)937-6385. Phone orders are accepted from 8 am - 5 pm (CST), Monday through Friday. Please dial 1 (949) 838-7183 (NEW) or 1(972) 268-0624 (Old # will be removed soon).
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I don't want to use my Credit Card, can I pay by check or money order?
Check payments are accepted by mail. At the time we receive your check, it takes 5 business days for it to clear before we can ship the products. Money order payments are processed immediately upon receipt. To avoid further delays, your check must include the cost of the product and shipping. After you have selected the items you need, click on the 'Add to Shopping Basket' bar (situated near the bottom of the item page). Then click 'Check Out'. Fill out the order form online and select payment method 'Check'. The process will go through and the shipping cost is then calculated, then select 'Place Order'. Please mail your check or money order to:

Survival Instinct
PO Box 1583
Hillsboro, TX 76645
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If one of my items has to be ordered, when will the in stock items ship?
We always ship what we have in stock. We won't hold any part of your order and we won't charge you anything extra for split shipments.
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What if I have problems placing an order?
If you click on the Order button and get no response, it is probably because you can't connect securely to our server. As a test, try going to https://www.microsoft.com. If you can't connect securely to Microsoft either, then
  • You have a very, very old browser, in which case you should upgrade.
  • Or you are behind a corporate firewall that won't allow secure connections. Ask your network administrator to fix it, or order from home.
If you see an item and there is no price or an Order button, please send us email to check for current pricing or availability. Some of our popular survival kits may have some items that are back-ordered. That is why we have pulled out the Order button. We will automatically inform you by email when the complete kit or item is available for shipping.
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When will my Credit Card be charged?
Your Credit Card will be charged at the time your order leaves our premise and turned over to the shipping company of your choice.
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Will I have to pay sales tax?
California residents will be charged 7.75% sales tax.
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What is your return policy?

30 DAY LIMITED MONEY BACK GUARANTEE
At Survival Instinct, we will not be satisfied unless you, our customers, are totally satisfied. If for any reason you are not completely satisfied, please return the product in its original packaging within 30 days for a full refund less shipping. Freight/shipping/handling charges are not refundable. You will also be responsible for any shipping and insurance charges in sending back merchandise to us. Please e-mail for a Return Merchandise Authorization (RMA) Number first. After acquiring the RMA number, you can ship the item/s for return to:

Returns
Survival Instinct
3025 FM 878
Waxahachie, TX 75165


Important note: The RMA number must be clearly marked on the returned package.

For your safety, our 30 day money back guarantee does NOT apply to food and water. There is no way for us to ensure product integrity because of varying storage conditions and handling at the customer locations. If you are not sure of the food and water product, we have samplers available. Our samplers will allow you to experience a particular food or water product and the sampler cost is credited when you purchase the orderable bulk packages.

Return Policy For Videos and CDROMs Due to video and software licensing issues, we can only exchange videos and CDROMs for the same title within 30 days from the original purchase date. This is standard practice in all department and computer stores regarding videos and software. We will provide as many screen shots and descriptions to allow you to make a smart purchase decision.
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How long does it typically take to get an order?
Orders are processed within 24 hours. Orders received after the cut-off time at 12 pm (CST), is considered received the next business day and processed within the 24 hour period starting 9am. Holidays and weekends are not considered as business days, since most shipping companies are closed during these days. Having considered the 24 hour period of processing, your package 'in transit time' can then be calculated to your choice of delivery speed, from Next Day Air, 2nd Day, 3 Day Select and Ground service. Ground service usually takes 5 business days, depending on how close you are located to Texas. For instance, by selecting Ground service and you're located in Arizona, the package generally arrives in two business days. Addresses from the East Coast will take 3 business days. It is possible that Next Day Air is not available in your area. We will notify you immediately by e-mail when delivery time is challenged.
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Can you e-mail me the tracking number when my order is shipped?
Tracking numbers are e-mailed if you selected:
UPS
  • Next Day Air
  • 2nd Day Air
  • 3 Day Select
  • Ground
  • Commercial
USPS
  • Express Delivery
  • Global Express Delivery


Please note: Only the services mentioned above employs tracking on your package while in transit. USPS Priority Mail is not a guaranteed service, even though it is estimated to arrive in 2-3 business days. A Delivery Confirmation is e-mailed instead, which only confirms the package sent and its arrival.
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Privacy Policy Disclosure
All information taken from you as our customer for a catalog request or an order will remain confidential. Survival Instinct will under no circumstance give, sell, trade nor market ANY information it receives about our customers or potential customers.

Please read Yahoo's Privacy Policy regarding this store.
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How good are your prices?

Every Item We Carry Is Value Priced!!!

You can shop with confidence knowing that you will never be paying any lesser elsewhere with Survival Instinct's Low Price Guarantee. We beat any competitive price.
  • Before making a purchase from Survival Instinct, if you find a lower, legitimate, advertised price on the exact same item in stock, we will beat the competitor's price by 5%.
  • After 15 days from the original purchase date - We'll refund you 105% of the difference if you find the exact same item you purchased from us, offered at a lower price elsewhere.
Just show us the published price (email a link or fax an ad).Survival Instinct's Low Price Guarantee does not apply when compared to competitors' products that are used, surplus, open box, demos, one of a kind or merchandise advertised as damaged or reconditioned. The comparison must come from a legitimate company with a reseller's permit.
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Why is there no 'Add to Shopping Basket' button?
All in stock items will have an "Add to Shopping Basket" button. Occasionally, when we run out of stock, we disable the "Add to Shopping Basket" button. Please check back within a few days or contact us for availability.
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Who should I contact if the items I received were damaged?
At Survival Instinct, we want you to be satisfied when you receive your order. We inspect and test every product when we package your order. We used to do the inspection process when we receive the products from the manufacturer or supplier, but that did not prevent us from shipping an item that went defective while in our possession. Inspections and testing before shipping has greatly decreased the number of returned items. Thus, saving the company hundreds of dollars on shipping costs. Then, we turn around and pass the savings to our customers by reducing the price of our products.

If you received a damaged or missing item/s, initial contact must be made with the shipping company (UPS or FedEx) within 7 days of delivery. This is the shipping company's procedure. We could not initiate a claim since we are not the receiving end. However, you are, that's the reason why the shipping company has to hear from you first. Please note if there are indications of damage on the packaging material. In some occasions, the shipping company will replace the damaged packaging material and note it on the package. Crushed or a rip on the packaging material is a good indication that the items inside may also be damaged due to the handling of the shipping company.
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How are shipping costs calculated?
Most if not all shipping companies calculate the cost to the next nearest pound. For instance, the item you ordered only weighs 5 ounces. The cost to ship this weight will be calculated on 1 pound, from our Distribution Center to your location. This is also one reason why we opened a Distribution Center that is strategically located in the Central US. To generate savings in shipping cost and in-transit time to our customers.
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Do you ship international?
Yes, we ship international a large part of products available on our online catalog. However, there are a few products that may be affected by recent changes by the FAA and your country's Customs laws. Products labeled as dangerous materials are not shippable by air cargo, i.e. pepper spray, fuel tablets, stun gun, batteries and in some cases knives or other sharp objects. Some of the products mentioned above are accepted through surface cargo which sometimes may take up to 8 weeks for delivery. The delivery time depends on how far your location is from our warehouse in the US.

Please email us the items that you're interested in so we may be able to assess its current status with the new laws.
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