Returns, Refunds & Warranties FAQs
Find answers to the most common questions about return eligibility, exchanges, refund timelines, damaged orders, and product warranties — because we want you to shop with confidence.
Common Questions
How do I start a return?
To start a return, contact us at [email protected] or 800-270-2889 with your order number. We'll send you a prepaid return label and return authorization. Items must be returned in original packaging within 30 days of delivery. Please note that original shipping costs are non-refundable.
Which products are final sale?
ReadyWise food products, IOSAT potassium iodide tablets, and face masks are final sale; these items qualify only for defect replacement within 30 days, not for return or exchange.
How long do refunds take?
Refunds are processed within 7 to 10 business days after the returned item arrives at our warehouse. The refund posts to your original payment method; your bank or card issuer may take 2 to 5 additional business days to display the credit.
What if my order arrived damaged?
Contact [email protected] within 7 days of delivery with photos of the damage. We cover return shipping and either replace the item or issue a full refund, including original shipping charges.
Do your products come with warranties?
Yes. Most products include the manufacturer's original warranty. For issues within 30 days of delivery, we'll handle a return or replacement; after 30 days, please contact the manufacturer directly. Essential Packs and EmergencyKits.com brand items carry a 1-year limited replacement warranty against manufacturing defects. Warranty details are listed on each product page.
How do I file a warranty claim?
For issues within 30 days of delivery, contact [email protected] for a return or replacement; after 30 days, please contact the manufacturer directly. For Essential Packs and EmergencyKits.com brand items, contact [email protected] within one year of delivery.
Can I return a freight order?
Yes, but only damaged portions of freight orders (150+ lbs) are accepted for return. Note any damage on the delivery receipt before signing and contact us within 7 days. Undamaged freight items are non-returnable because of return shipping costs.
Who pays for return shipping?
We pay return shipping when the return is our fault (damaged, incorrect, or defective item). For customer-initiated returns (changed your mind, ordered wrong item), return shipping is deducted from your refund.
Can I exchange an item instead of returning it?
Yes, you can receive a credit (minus the shipping costs) toward the purchase of any other item. Contact [email protected] for assistance.
What if my ReadyWise food is past the best-by date when it arrives?
Contact [email protected] within 30 days of delivery with your order number and photos of the date coding. We will ship a free replacement of the affected items. ReadyWise is otherwise final sale.
Do you accept returns on opened first aid kits?
No, opened first aid kits are not returnable unless the item is defective. If a component is damaged or missing, contact us within 30 days for a replacement. Unopened first aid kits follow the standard 30-day return policy.