Returns and Exchanges

RETURN OR EXCHANGE AN ITEM--OUR MONEY BACK GUARANTEE

If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. All returns must be issued a RMA (Return Merchandise Authorization) number. Contact us at info@ek4a.com to receive this number. RETURNS WILL NOT BE ACCEPTED WITHOUT THIS NUMBER.

The item must be returned unopened and unused for a refund, subject to a 20% restocking fee. It must be in the same re-sellable condition as deemed by us.  If the item(s) is defective, we will replace the item and pay for the return shipping.  Only the item will be replaced; not the entire kit.  Should you notice or have any discrepancy in your billing/invoicing you have 30 days to report it to us.

Due to the nature of the items that we sell, there would be a safety issue in accepting certain items for return. Therefore, the following products can not be accepted for return:

   • Any food or drink product or products containing food or water
   • Any storage or handling products for food or consumable liquids
   • Any environmental contamination treatment products (such as water treatment tablets)
   • All environmental preparedness products (such as N95 respirator masks)
   • All hygiene and sanitation items
   • All medical products
   • Opened items and items with damaged product packaging

Returned merchandise must be shipped via UPS to ensure a tracking number is available.

The returned item is your responsibility until it reaches us.

The cost of returning the item to us is your responsibility.

We will refund standard shipping charges ONLY when due to defect in merchandise.  Returns must be complete with parts, accessories, manuals, etc.

We will make every effort to remedy any problems that may arise. Please contact us with any concerns or replacements needed.


DAMAGED OR WRONG ITEMS:
If you receive an item that was damaged, we will replace it.

If you feel your item was damaged due to poor packaging, please let us know by submitting feedback about the packaging.

Products with defects caused by misuse, abuse, accidents, modifications, negligence, failure to read and adhere to the manufacturers recommendations and operating instructions, repairs or attempts at repairs, lack of proper routine maintenance and other causes beyond the control of EK4A are not covered in this policy.

Wrong Items
If you receive a wrong item, please contact us.

If an order is placed in error, the product total will be refunded once the products have been returned but the shipping charge as well as the return shipping cost will not be refunded. Food and water products cannot be returned to be re-sold according to law, therefore refunds for food and water products will not be issued.

Orders returned for any reason other than defective merchandise: the shipping charges will not be refunded and there will be a restocking fee of up to 20% of the original charge of the order.

Any order placed on a credit/debit card that is canceled before it ships out will have a 5% cancellation fee deducted from the refund. If the order has shipped before we were able to cancel it, then the return policy mentioned above will be applied.


A NOTE ABOUT EXPIRATION DATES AND PRODUCT APPEARANCE:
Our food and water come directly from the manufacturers and we acquire the freshest product with the longest shelf life available.  However, we cannot guarantee that these items will have the full shelf life as advertised and indicated from the manufacturer due to manufacturer production schedules, shipping times, and the fact that we have to warehouse these items for interim periods in order to have them available for immediate customer order fulfillment.

We make every effort to provide current and accurate product images and descriptions, however manufacturers constantly update and modify their product models and packaging.  While we strive for 100% accuracy we cannot be responsible for image and or minor text inaccuracies, errors or omissions that do not render a product materially different by altering the basic functionality, value and utility. For items such as dog carriers we have a rotating stock depending on our suppliers. If there is a model you would like to request, please do so in the
comments section at checkout and we will do our best to comply with your request.