Returns, Damages & Shortages

Return Policy

If you are not completely satisfied with your purchase, the product is defective, or something is missing, we will do our best to make it right.

Start a Return

Submitting a return is easy! Click the Link Below to start a return on any order that was purchased within the past thirty (30) days & answer the questions.

Your return request will be evaluated after we receive it and you will receive a determination. When your return request is approved, you will be sent a shipping label to download and print, with directions on how to send back your product(s).

Click Here to Start a Return

Order Help (Defects, Missing Products, or Wrong Products)

If there is a concern or issue with your order, please Click the Link Below to complete the Resolution Form.

Your Resolution Form will be evaluated after we receive it and you will receive a determination. You will be sent more information on next steps.

Click Here for the Resolution Form

Important Policy Information

The Emergency Store LLC retains the right to refuse any items sent back to us for any reason and will not be liable for customer refunds.

- Any missing or damaged products MUST be reported within five (5) business days of delivery.

- All products must be unopened and in original packaging.

- All returns must be initiated within thirty (30) days of purchase.

- A 10% restocking fee will be charged on returned merchandise.

- Refunds are processed back to the original form of payment within five (5) business days of receipt of product by The Emergency Store.

- If you did not purchase directly from The Emergency Store, please contact your supplier to initiate a return with The Emergency Store.

- Prepaid shipping labels are not available for Alaska, Hawaii, Puerto Rico, or International Returns.

Frequently Asked Questions

Please contact us if you cannot find an answer to your question.

The item I bought does not fit my needs. Can I return it?

The Emergency Store allows 30 days to return your product in new, resalable condition from the date of Invoice. Please follow the steps outlined above to initiate a return.

I purchased an eProduct. How can I return this product?

eProduct purchases are not eligible to be returned.

I checked out as a guest online. Am I able to return my product?

If your order qualifies for a return within our return policy, you may Start a return for it. To start your return, please scroll back up the page and click the "Click Here to Start a Return" button.

I am past the 30-day return period. Can I return my products?

The Emergency Store is not able to process returns that are greater than 30 days since the purchase.

I bought the wrong product. Can I exchange the product for what I need?

The Emergency Store does not process exchanges. You can request a return for the unwanted product(s) and purchase the correct product(s).

How do I request an RMA?

If your order qualifies for a return within our return policy, you may Start a return for it. To start your return, please scroll back up the page and click the "Click Here to Start a Return" button.

I purchased the incorrect eCard. How can I return this product?

All eCards are final sale and are not eligible for a return.

When does a product need to be shipped/returned by?

All returns need to be sent back to The Emergency Store within five (5) business days of the receipt of the Prepaid Return labels.

Where do I go to send back my Return?

Visit any Local UPS Access Point or UPS Store to drop your packages off or you may give it to a UPS driver during his or her daily pick-up if you have a daily pick-up where you are.

How do I use the pre-paid label?

Print the UPS label provided on a 5" x 7" layout to ensure it is large enough for shipping. Affix the label to the package you are shipping back with tape. If you need assistance, ask a UPS Representative at the UPS Store. Please make sure to bring copies of all labels provided for shipment.

What are the requirements for a return?

Any product to be returned must be unopened, in resalable condition, within 30 days of the purchase. See our “Important Policy Information” above.

I live in Hawaii, Alaska, Puerto Rico, or Internationally. I initiated a return and haven't received a pre-paid label. What do I do next?

The Emergency Store is not able to accommodate a shipping label to these areas. You can still “Start a Return.” You will need to ship that return to The Emergency Store using a traceable method.

Why can't I return my products that I custom ordered?

Custom orders are final sale and are not eligible for a return because they are made-to-order products.

How do I know if The Emergency Store has received my return?

Please keep the tracking information from the shipping label(s) provided for your records. You may track the progress of your shipment at UPS.com/track.

How do I receive a shipping label to return the product?

What type of package is needed for returning the products?

You may use the original package that you received the product in if it is in stable condition. If the original box is not in stable condition, we ask that you use any package that keeps the product secure to avoid any damage in transit back to The Emergency Store.

Can I return more than one order in the same parcel?

All Returns need to be sent back in separate boxes to avoid issues with the return. Any return request should provide enough labels for your request based on the products being sent back. If there are any issues with what you received, please email resolutions@shopemergencystore.com.

Can I drop off the return to The Emergency Store?

We are not able to accept in-person returns. Please follow the return steps above to receive a free label to ship your materials back!

I have a defective product I need to return. How can I do this?

If there is a concern or issue with your order, please scroll up to find the "Click Here for the Resolution Form" link and complete the Resolution Form. Your Resolution Form will be evaluated after we receive it and you will receive a determination. You will be sent more information on next steps.

My products came damaged, and I need a replacement. What do I do?

All damage claims must be reported to The Emergency Store with five (5) business days of receipt of your package. Keep any damaged packages and products and you will be sent additional instructions.

I got products in my order that I did not order but didn’t receive what I ordered. What do I do?

How long will it take to get my refund?

If your original payment method was a credit card, a refund will be posted within five (5) business days of your return being received by The Emergency Store. Once that is complete, the refund can take 3-5 business days depending on your financial institution to show back onto your credit card.

What if my original payment method of a credit card is expired or the account is closed?

Once a return is received, The Emergency Store will issue the refund back to your original form of payment. If The Emergency Store has any issues with your credit card being expired or closed, we will contact you directly for updated card information to process your refund.

What should I do if I have not received my refund back to my credit card?

If you receive a message stating your refund was complete and you do not see it in your account, please contact your issuing bank to see if there were any issues. All refunds to credit cards can take up to five (5) business days to process. If your bank has verified that there is no reference to this on their end, please contact us.

Is my original shipping cost refunded as well?

Shipping is a paid service and is not able to be refunded for any returns.