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2021 Update: Royal Mail and courier services are currently experiencing delays due to increased demand and staffing shortages. Where we could previously expect next day delivery on most services, we are finding that around 25% of shipments are being delayed, but most are still delivered within 5 working days. We appreciate your patience and understanding if your order is not delivered as quickly as normal.

A successful order placed through the website will be followed by a confirmation email with an order number and the details of the items in your order, as well as your billing address and shipping address. If you do not receive a confirmation email, please check your spam folder, and contact us if you still haven't received it within 30 minutes.



Please check the stock availability and estimated dispatch times carefully when ordering! This information is provided for your convenience.


The product page and order confirmation will both indicate whether an item is being dispatched from stock or on back order, along with the estimated dispatch time. Please check these carefully when ordering.


In Stock Items

We aim to dispatch stock items within 1-2 days, however we may advertise times up to 5 working days if we are exceptionally busy or have limited staff availability.



Once your order has been shipped, you will receive another email letting you know that we've dispatched it. Please note that in some circumstances, an order of multiple items may be sent in different shipments. The shipment notification email will list the items which have been dispatched. If tracking is available, this email will also contain a tracking link.


Back Order Items

For custom order items which we do not hold in stock, we will order with our suppliers for our next delivery. The estimated dispatch times listed for these products are our best estimates of when we expect to have the item ready to send to you from our UK store, but are subject to many factors outside our control.



If you do not hear from us, you can assume that we are expecting to dispatch it to you within the estimated timeframe. If we anticipate or experience any delays fulfilling the order within the estimated timeframe shown, we will contact you to let you know. Please note that the time shown is only an estimate, and delivery outside this timeframe does not entitle you to a refund, unless we've previously agreed to a guaranteed delivery date in writing. If you have a very specific delivery date requirement, we advise that you contact us before ordering.


We fulfil more than 95% of custom orders within the estimated dispatch times shown.


Once your order has been shipped, you will receive another email letting you know that we've dispatched it. If tracking is available, this email will also contain a tracking link.


Mixed Stock / Custom Orders

The shipping charge is based on the total weight of your order, with the expectation that we will ship all of your items together. This means that a stock item may be held until your custom order item is ready, to allow us to ship everything together. However, in some circumstances, we may choose to send some items as soon as they are ready - this will depend on the items in the order and the lead time of the back order product.


Example 1: An order is made for a hook knife, a pair of gloves, and a custom colour G4 helmet on a 10 week lead time. We would usually dispatch the gloves and hook knife immediately, and send the helmet in a different shipment when available.


Example 2: An order is made for a Viso II+ elastic wrist mount (stock) and a Viso II+ in white with yellow buttons (4 week custom lead time). We would typically hold the wrist mount and send it together with the altimeter when available.


My order has not arrived after the dispatch confirmation


We use 1st class and next day delivery services, so most orders are delivered the day after you receive the shipment notification email, however in some circumstances there may be delays.


For orders that fit in a large letter envelope, we normally dispatch these with Royal Mail, and there will be no tracking available. If you haven't received the order after 5 working days, please contact us. If it has not been received after 10 working days, we can make a lost item claim with Royal Mail, and we will send a replacement item out (we will not wait for Royal Mail to process our claim, your replacement item will be dispatched as soon as possible at this point).


For most medium and large orders, we will send via FedEx, and a tracking link will be available on the shipment email. You may also receive tracking update emails directly from FedEx.


If your tracked order has not arrived, in the first instance, please follow the link to the tracking page to check the order status.


If the order is showing as delayed, please allow a few working days for delivery. If there are no tracking updates, and you still haven't received the order after 3 working days, please contact us (or you may be able to contact FedEx customer service direct).


Conclusion


Whilst we take great care in fulfilling every order, we are humans, and occasionally mistakes happen. Please let us know if there is any issue with your order, however small, as we are committed to putting every mistake right and ensuring that you are fully satisfied with your order.