Shipping Protection

Version 2026-10-v1

Shipping Protection is an optional add-on at checkout.

Shipping Protection is our own promise to you. Shooting Surplus handles every report and pays for every fix.

It does two things:

1. Faster fixes for lost and damaged packages. Under our Terms of Sale, a package is our responsibility until it is delivered, with or without Shipping Protection. With it, we fix problems sooner and with less hassle (see the table below).
2. Protection after delivery. If the carrier delivers your package and it is stolen before you can get it, we replace it or refund you.

What it includes

• Lost packages. The package never reached you and the carrier has no record of delivering it to your address.
• Damaged packages. The item arrived broken or unusable because of what happened in shipping.
• Delivered to the wrong place. The carrier left it somewhere other than the address on your order.
• Stolen after delivery. The carrier delivered it to your address, and it was stolen before you or anyone at your address took it in.

What it doesn't include

• Items stolen after you or someone at your address took the package in.
• Packages left at a carrier pickup point, locker, or store you chose, once you have been told it is ready.
• A wrong or incomplete address entered at checkout. Contact us fast and we will try to reroute it.
• Packages you refused, did not pick up from a carrier location, or that went back to us as undeliverable. Those are handled as returns.
• Late deliveries, if the package still arrives in good shape.
• Scuffs or dents to the box when the item inside is fine.
• Manufacturer defects, wrong items, or items missing from a box that arrived sealed. Those are on us too, but they go through our normal returns and order-error process.
• Packages sent to a freight forwarder or reshipping service.
• Problems before your order ships. If something is wrong before it ships, we can cancel or change the order.
• Items taken by law enforcement or held under a court or government order.

When to tell us

Carriers often find "lost" packages in the first few days, and many packages marked delivered turn up with a neighbor or in a mailroom. That is why there is a short wait. If you report early, we keep your report and open it for you on the first day it qualifies.

How to report

Send us a message through our contact form with your order number and what happened. You report everything to us, including theft.

We will ask for:

• Damage: photos of the item, the box, and the shipping label. Please keep the box and packing until we are done.
• Every report: a short statement that what you are telling us is true, signed by typing your name.
• Stolen, over $350 in items: a police report number. We may ask for one on a smaller report too.

When a package never arrives, we report the loss to the carrier, and we may ask you for a little help with that.

If we ask you a question and do not hear back in 10 days, we close the report. Reply any time to reopen it.

How we fix it

You pick one:

• Reship. We send the same item again at no charge. If it is out of stock, we will offer something comparable, a refund, or store credit.
• Refund. We refund the price you paid for the affected items, plus the sales tax on them, to your original payment method.
• Store credit. The same amount as a refund, plus a 5% bonus, added to your Shooting Surplus account. You need an account for this one.

If nothing in your order arrived and you pick a refund or store credit, what you paid for shipping comes back the same way. Shipping is not refunded when we reship, or when a package arrived damaged.

These choices are the same on every order, with or without Shipping Protection. Firearms are the one difference: they are reshipped or refunded, not given store credit (see below).

A few rules

• One report per package. Each package in your order can have one report. If your order ships in more than one package, a problem with a later package can be reported on its own, even after an earlier report is closed.
• No second report on a replacement. A replacement we send is still our responsibility until it is delivered, but Shipping Protection does not apply to it again. We may require a signature on replacements for stolen packages.
• No report during a bank dispute. If you have opened a dispute or chargeback with your bank or card company for this order, we cannot take a report until it is closed. The time to report is paused while the dispute is open, and you have 14 days after it closes. If we fix a problem and you also get your money back from your bank, we will ask you to undo one of them.
• Honest reports only. A false report is fraud. We can cancel any replacement, take back any refund or credit, close your account, and report it to the authorities. We may look at your past orders and reports when we review a new one.

Firearms and items shipped to a dealer

Firearms, and other items that must go through a licensed dealer, ship to the dealer you chose. The dealer signs for them, so theft after delivery does not apply.

• Lost before it reached your dealer: let us know and ask your dealer to call us. Federal law requires the shipper to report a lost firearm to ATF, and the carrier and the shipping warehouse run their own investigation. We will reship or refund as soon as that process allows.
• Damaged: check the firearm at your dealer before you fill out the transfer form (ATF Form 4473). If it is damaged, do not complete the transfer; have your dealer contact us. Items often wait at a dealer for a background check, an appointment, or NFA approval, so for dealer orders the time to report damage starts when you inspect the item there, not when the dealer receives it. After the transfer is complete, damage goes through the manufacturer warranty or our normal returns process.
• How we fix it: a firearm is reshipped or refunded. Store credit is not offered on firearms.
• NFA items (such as suppressors) follow the same steps, with your dealer's help. If an NFA item is lost before it reaches your dealer, we refund it.

The fee

• It's optional. You can leave it off at checkout by unchecking the box.
• You can have it removed later. Contact us any time before the first package in your order ships, and we refund the fee to your original payment method.
• What "ships" means here: a package has shipped when the carrier first scans it.
• If we cancel your whole order before it ships, we refund the fee.
• If you cancel your order before it ships, we refund the fee in full. It is not counted toward any cancellation or restocking fee.
• If some items are cancelled before they ship, by you or by us, we refund the part of the fee for those items, even if other packages in the order have already shipped.
• Once an item ships, the fee for that item is not refundable, including when you return it or when we fix a problem for you.
• Layaway: on layaway, the fee is part of your layaway total and is paid along with your payments. Protection starts when the order is released to ship. If you have it removed before the order ships, we refund the fee part of what you paid. If we cancel the layaway, everything you paid comes back, the fee included. If you cancel it, or it is cancelled for missed payments, the fee is treated like the rest of your layaway payments under our layaway terms.

Other things to know

• Shipping Protection applies to the first $10,000 of merchandise in an order. Anything above that is still our responsibility and is handled through our standard process. Theft after delivery is limited to $10,000 of merchandise per order.
• It applies to orders shipped to addresses in the United States.
• It does not take away anything you are owed under our Terms of Sale or the law.
• We may update these terms. The version in place when you placed your order is the one that applies to it.

Questions? Contact us.