At HighlandsFightGear.com we take our business and customers very seriously. We will do our best to process your order in a timely and efficient manner and work diligently to provide you with prompt order information. Due to the fact that we use outside shipping companies, we cannot be fully responsible for shipping delays once the product has left our care. We will do our best to ensure you are pleased with your shopping experience in our store. If you receive your product in a damaged condition, contact us immediately. We will do our best to replace the item and expedite processing and shipping of the replacement item so that you are satisfied with your purchase from our company. To contact us the fastest, send us an email to: firstname.lastname@example.org. We reserve the right to refuse service to any person, company, agency, or organization at any time, for any reason whatsoever. Price and availability are subject to change without notice. However, we do our best to provide our customers with the most up to date product information possible.
General Shipping & Ordering Info
Order processing and shipping time begins after the order verification process has been completed. After your order is processed (usually 1 to 2 days) please allow 7-10 business days for ground shipping (regardless of the carrier), depending on where you live. Tracking numbers are sent as soon as your order goes out.
HighlandsFightGear.com cannot guarantee shipping times and dates. We use third-party carriers to ship our products. Therefore, once an order is processed and a parcel has left our care, we have no control over its delivery; however, we insure every package that we send out. After you receive your tracking number, please realize we do not have any more information than you do; calling us for more information about your package is not necessary. Insured USPS package tracking numbers may not show updated information about your package until after it's already arrived. These numbers are generally sent to find a lost package, however not necessarily used to follow your package through the mail.
After your order is shipped, we will send you any relevant tracking numbers (if there are any). Please study them closely as sometimes your order is split between two carriers (ex. part of your order was shipped UPS and the other part by USPS). If you lose your tracking number, most of the time we can send you another, however sometimes we cannot. If you miss the delivery of your order, it will be stored at the carrier's hub for a short time period (UPS or the Post Office). If you do not pick up your order and it gets returned to us, you will be responsible for paying to ship it back to you.
If you refuse shipment, we will issue a credit for the product minus our shipping costs on receipt of the refused products. A minimum twenty-five percent (25-30%) restocking fee may be charged. If you must cancel your order, please contact us within 24-48 hours from the original purchase date to avoid any restocking fees. If your address is a P.O. box, you must use USPS as your shipping method. UPS does not ship to Post Office Boxes. We also reserve the right to change shipping methods at our discretion to avoid back orders, shorten wait times and handle your order more efficiently. When choosing an expedited shipping method (UPS 3 day Select, 2nd Day Air, please realize orders made on Wednesday after 3pm will most likely arrive on Monday of the next week; UPS does not deliver on Saturday or Sunday. This is also the same for UPS Next Day Air for an order made on Thursday after 3pm.
Calculating shipping costs…
Shipping cost depend upon the options you choose in your order. Shipping rates for many items we sell are weight and dimension-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. Weights listed in the product descriptions may be inaccurate as they are calculated/rounded up to estimate the correct corresponding UPS/USPS shipping charges and often include the weight of packaging. Oversized items may have an additional shipping charge. You can calculate the shipping cost of your order by putting the items you want in your cart, filling out the shipping info and hitting the ‘next’ button; a new total (with shipping included) will be shown on the next screen. Please do not contact us to figure out your shipping unless you are making a volume purchase and require a quote. If you are making a volume purchase, please contact us at email@example.com with an exact list of what you want including the items, colors, sizes and how many.
We also take personal checks & money orders…
If you pay by check, your order will not be shipped until the check has cleared, usually 10 business days. Money Orders are treated as cash and processed without delay. To pay for your order by personal check or money order, make sure to include shipping costs in your payment or we will refuse the payment and send it back to you. You can figure this out on our website by putting the items you want in your cart and filling out the shipping info to get a total including shipping. Also, make sure to include a detailed list of the items you want including number, color, sizes, etc. Don’t forget to include your shipping address, email and contact info with your payment. Send your order information and check or money order payment to:
Highlands Fight Gear
220 E. Valley st.
Abingdon, VA. 24210
Tax applies to only orders shipped to Virginia. All other orders are tax free.
We also ship to Canada, however you must use USPS or UPS Worldwide Expedited as your shipping method. We are currently not set up with UPS Ground for Canada at this time. We also ship to European countries, the UK and most other countries in the world. For these customers, we offer US Mail and UPS Worldwide Expedited shipping methods. We reserve the right to refuse international orders with different shipping and billing addresses. International orders MUST have matching billing and shipping addresses or we will not accept your order. Our website does not charge tax on international orders, however the border of your country may. All border taxes and customs fees are the responsibility of the customer; please do not contact us with questions asking how much tax your country charges to import a paintball gun. If you refuse to pay customs taxes and your package is sent back to us, we will process a refund, minus shipping expenses and 25-30% restocking fee. It is up to the customer to handle any and all taxes imposed by customs, regardless of whether or not they send you a notification of monies due. It is also the customer's responsibility to deal with their country's customs agents; we will not contact your country's customs to find out where your package is.
Back Order Policy
Your order will be processed and shipped minus any back orders. If we are temporarily out of stock on items you ordered, we will contact you with an email alerting you of the wait. If we don’t hear from you we will ship the back ordered item(s) as soon as we receive it. All backorder items will be shipped using ground service unless other arrangements are made. Due to fluctuations in availability, we reserve the right to substitute items ordered with similar products of equal or greater value, however we will try and contact you first. If you do not respond to our contact, a suitable substitution will be made. On all Pre-Orders or custom orders, your card is charged at the time the order is placed in order to hold the product as it becomes available. If you have received a partial shipment and do not want the backordered item(s) please contact us immediately at firstname.lastname@example.org or call us at (866)708-8453.
Because of high incidences of credit card fraud, we must perform an extensive validation of certain orders that have been flagged by our fraud detection system. This may include verification of shipping and billing information, phone calls to customers, verification of valid e-mail, and cardholder information and authorization. When filling out the billing and shipping information for your order, it is very important to provide us with current phone numbers, address and email so we can contact you regarding your order in case we need. If you have given us any false information (fake phone numbers, emails, etc.), we will treat your order as fraudulent and will not process it.
Please be patient during the order validation process. If there are any mistakes in the information you have supplied to us on your order, it will result in delays with processing your order. Processing of an order will take between 24 and 48 hours during regular business days, 9 am to 5 pm Monday through Friday, Eastern Standard Time. Shipping time is calculated after order processing and verification is complete.
Delays or cancellation of orders may be the result from the following:
*Payment by check. Your order will not be shipped until the check has cleared (usually 10 business days.)
*Ship to and bill to addresses do not match.
*Cardholder name and ship to name do not match.
*No immediate response or verification from e-mail or telephone numbers supplied by you.
*Declined or rejected credit card due to failed address verification
*Declined or rejected credit card due to insufficient funds.
For information about returns, exchanges and how to get an RMA (Return Authorization) Number, please read our Return Policy.
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