What to do if I get an issue with my order?
You will get a tracking number sent to you- If your orders gets lost (happened a couple of times only) contact us and we will work through the process of getting you a replacement package.
Upon getting your order you have 7 days to contact us if something is not right (wrong/missing items, quality issue…) – we will work with you to find the best way to fix this.
GUARANTEE
Due to their nature we do not provide refunds or exchange per se. When you purchase with us you agree that once shipped (that is your package has been handed over to our transporter) the sale is final.
We do guarantee that you will receive what has been ordered; we ask you to verify your package and in particular that:
* you will recieve your order,
* the product is the one you ordered,
* all the products ordered are included in your package,
* the size is the one you ordered,
* the colour is the one you ordered,
* there are no major defects.
Contact us within 7 days of receiving it (as per the tracking delivery info) if this is not the case you have we will work with you to find the most suitable solution.
Do send us pictures of the goods, sizes,… and provide us with your order number.
Trooper Service
Vincent will take care of you personally
I’m here to help by email (preferrably)
I will do my best to get back to you within 36 hours; bear in mind there maybe up to 12 hours time difference between our two locations.
Before Emailing me, here is the answer to most frequently asked questions.
If your order has the following issue:
1. missing parts and/or
2. defective parts and/or
3. wrong parts (size, colour, model);
We will make the necessary arrangements to resolve the issue.
Upon reception of your package, you have 7 days to email vincent with pictures to identify the issue.
We do our best to complete all orders between waves; the gear we have in stock will ship the week after the wave ends. However most are made to order.
You will get a tracking number. Please do follow up with the transporter to make sure delivery happens promptly. We will not accept returned packages for cause of delivery failure.
Once your order has shipped and we provide you the tracking number it may take as little as 5 days for the package to be at your door. HOWEVER due to current global logistics issues with virus – we cannot guarantee any delivery timeline.
You may be contacted by the courier to arrange customs clearance. We are not responsible for fees or delays incurred in such cases. European customers are more likely to need this extra step.
Most orders are made-to-orders – We do not accept returns; in some very specific cases we may be able to work some sort of exchange if the parts we sent are not as ordered or defective.
If you need to add to your order, please email vincent with the requested parts- You will be given our PayPal address to make the additional payment and we will add to our production sheet. Your original order sheet however will not reflect the change as it cannot be amended.
If you need to change your order, please email vincent with the request. If production has not started , or your package has not yet been sent to our transporter, we will do our best to accommodate.
We make all our gear to fit within the basic CRL framework ( and often exceed it); all our gear have been used by variety of troopers in multiple parts of the world to successfully clear registration.
However the final decision is still in the hands of judges/GML who may have additional requirements ( weathering, fitting…) that may need your attention.
A great costume will require some minimum work, a bit of fitting, probably some weathering, to look as realistic as possible. We have prepared gear that take you 95% of the way; you’d still need to to the last 5% of work. We do have some entries in our blog to help you complete that part of your journey.
All our sizes are listed on our website. We use standard sizes as per the size tab in our products. For most products in doubt you may elect to size up for more “room” and adjust if needed.
We do not do custom sizes or tailored work at this time.