Damage or Missing Item Policy

Damage or Missing Item Policy

This Damage or Missing Item Policy explains what customers should do if an order arrives damaged, incomplete, incorrect, or missing items.

Please read this policy carefully before submitting a damage, missing item, or incorrect item claim.

1. Inspect Your Package Upon Delivery

Please inspect your package as soon as it is delivered. If the package appears damaged, opened, resealed, wet, crushed, or tampered with, please document the condition before opening it.

If possible, take clear photos of the package from multiple angles before opening it.

2. Unboxing Video Recommended

We strongly recommend recording a clear unboxing video when opening your package. The video should show:

  • The shipping label
  • The outer package condition
  • The package opening process
  • All items inside the package
  • Any visible damage, missing item, or incorrect item

A complete unboxing video helps us resolve damage, missing item, or incorrect item claims more quickly and fairly.

3. Report Timeframe

Damage, missing item, or incorrect item claims should be reported to our support team as soon as possible after delivery.

Claims reported too late may be difficult to verify and may not be eligible for replacement, refund, store credit, or other remedies.

4. Required Information

When contacting us, please provide the following information:

  • Order number
  • Customer name and email address
  • Photos of the outer package
  • Photos of the shipping label
  • Photos or video of the damaged, missing, or incorrect item
  • A clear description of the issue
  • Unboxing video, if available

5. Damaged Package

If your package arrives visibly damaged, please keep all original packaging materials, including the box, packing materials, labels, and any inserts.

Do not discard the packaging or damaged product until the claim has been reviewed. The carrier or our support team may request additional evidence.

6. Damaged Product

If an item arrives damaged, we will review the evidence provided and may offer one or more of the following remedies depending on the situation:

  • Replacement
  • Replacement parts or accessories
  • Repair guidance
  • Store credit
  • Partial refund
  • Full refund, where appropriate

The available remedy depends on product type, product condition, shipping evidence, order history, and claim review results.

7. Missing Item

If an item is missing from your order, we may review packing records, shipping weight, warehouse records, tracking information, photos, videos, and other available evidence.

If the missing item claim is approved, we may ship the missing item, provide a replacement, offer store credit, or provide another appropriate remedy.

8. Incorrect Item

If you receive an incorrect item, please contact us before using, modifying, testing, wearing, or returning the product.

We may request photos of the item, packaging, label, SKU, size, color, model, or other identifying details before approving a replacement or return.

Products that have been used, modified, tested, damaged, or returned without authorization may not be eligible for replacement or refund.

9. Body Armor and Ballistic Products

For body armor, ballistic plates, soft armor panels, ballistic inserts, plate carriers, and related protective products, claims may require additional review due to product value, safety considerations, and legal or shipping restrictions.

Please do not test, shoot, impact, modify, cut, or intentionally damage a product if you believe it arrived damaged or incorrect. Doing so may make the claim ineligible for replacement, refund, or warranty review.

10. Carrier-Related Issues

For packages marked delivered but not received, damaged in transit, delayed, lost, refused, or returned by the carrier, we may work with the carrier to investigate.

Customer cooperation may be required during the investigation. This may include providing photos, written statements, delivery details, or other supporting information.

11. Packages Marked Delivered but Not Received

If tracking shows that a package was delivered but you did not receive it, please check with household members, neighbors, building management, front desk staff, mailrooms, parcel lockers, and the carrier before contacting us.

If the package still cannot be located, contact us at [support email] with your order number and tracking information.

12. False or Unsupported Claims

We reserve the right to deny claims that appear false, unsupported, inconsistent with carrier records, inconsistent with warehouse records, or lacking sufficient evidence.

Submitting false claims may result in order cancellation, account restriction, refusal of future service, or reporting to the payment provider or carrier where appropriate.

13. Unauthorized Returns

Please do not send any product back without prior authorization from our support team.

Unauthorized returns may be refused, returned to sender, delayed, or deemed ineligible for refund, replacement, or claim review.

14. Contact

To report a damaged, missing, or incorrect item, please contact us at gteagle73@163.com with your order number and supporting evidence.