Frequently Asked Questions (F.A.Q.)

Is it safe to use my credit card on your site?

 Shopping at Survival-Miami.com is safe. Every credit card purchase you make at Survival-Miami.com is verified and protected through Braintree a Paypal Company.

What is the status of my order?

 Please allow 5-10 business days to process your order. Once your order is shipped you will receive an email with your tracking information. Should there be a delay in the processing of your order you will receive an email with an explanation and any steps needed on your behalf to complete the order.

Be sure to check your “junk mail" box in the event your ISP flagged the email as spam. To insure you receive our emails add us to your safe sender list.

Why am I not getting my order and shipping confirmation emails?

There are a number of reasons why you may not be getting these emails. One way to assure you receive these emails is to add [email protected] to your address book. By doing this you are telling your Internet Service Provider our emails are not spam and they will not go in your junk folder or be bounced by your ISP.

 

What forms of payment do you accept?

We currently accept all major credit cards; Visa, MasterCard, Discover, American Express, Diners Club, JCB, PayPal, Apple Pay and Android Pay for all orders.

My payment will not go through. I receive an Error Code 66, what does this mean?

If you are experiencing check out errors there could be a few reasons why. First ensure you are choosing the correct billing address for the credit card being used. I would also always suggest you check out with Mozilla Firefox. If you have your browser open for a long period of time try selecting CTRL F5 to refresh your page. If and error still persist contact our customer support to speak with one of our customer service specialists at the toll free number.

What do you charge for shipping an order?

For items coming from our own warehouse, our shipping charge or service may vary depending on the weight of your package. The shipping cost will be calculated before you complete your order.

Shipments to PO boxes or military addresses are shipped via USPS only.

Expedited shipping is available for item shipped from our warehouse. If the items ship directly from the vendor there will be no option for expedited shipping. Orders must be placed before 2pm EST in order to be shipped out same day *Exclusions May Apply (If you place order at 3pm EST Monday with Next Day it will not arrive to you until Wednesday).

What shipping carrier do you use?

To pass on the shipping cost savings, we have partnered with UPS Mail Innovations for all shipments bound for a US destination.
UPS Mail Innovations works with the U.S. Postal Service, providing the pick-up, processing, and interim transportation of mail, with final delivery being made by domestic and international postal services.
We also use the following courier services: UPS Ground and Fedex Ground.
*For our friends in US Territories and our Service Men and Women overseas, we offer USPS only as a low-cost option with flat-rate pricing.

I paid through PayPal, what shipping address will my order go to?

The shipping address comes from your PayPal account and can’t be changed when placing the order. Please log onto PayPal before placing the order and change the shipping address desired.  

Why was my order cancelled?

1. You may have made a duplicate order. When this happens we cancel one of the orders to make sure that you were not charged twice.

2. You may have failed to respond, in a timely fashion, to an important email. Often these emails relate to verifying your information, or completing payment.

*If you have any questions about your canceled order, please contact us with your name and invoice ID

Do you take phone orders?

No. All orders are placed online through our website.

 

Can I cancel my order?

Unfortunately, we are unable to cancel your order once it has been shipped and obtains a tracking number.
If you do not wish to keep this package you may refuse it upon delivery to be returned to our company for a full refund.

 

Can I change my address on my order?

We do apologize unfortunately we are unable to alter billing or shipping information once your order has been placed for security purposes. We can request cancellation for your order in which you may then replace if we are able to intercept the package from being shipped. Please allow 24 business hours for a confirmation email if you wish to proceed with cancellation, an alternative option is if your order is shipped via UPS or FedEx we may have you package held at their facility, if your package is shipped by another courier we cannot guarantee the courier will hold that package. A valid Government ID will be necessary matching the receiver name for a will call.

 

Do I have to pay shipping for my return items?

Yes, you are responsible for getting your return item(s) back to the appropriate warehouse.
We recommend that you obtain a tracking number when returning your package. If packages are not checked in at the warehouse and you do not have tracking the return may not be processed.

 

How long will it take for my return to be processed?

Once we have received your return at our warehouse, it should take between 2-7 business days to complete. You will receive email confirmation once the return is completed.

  

I received a Defective/Damaged item, what do I do?

Please email us at [email protected] with your order number and photos of the Defect/Damage for review by our quality assurance department.

 

Can you please mark my purchase as "gift" to avoid custom duties taxes?

Unfortunately due to Customs regulations, we are unable to mark the merchandise as a "gift".

 

Please be advised, Survival-Miami its affiliates are not responsible for customs/duties. All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package this price is calculated by the retail cost. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages. For more information on customs and duties charges, please contact your local customs office.

Do you ship to addresses outside the United States?

Yes we do offer International Shipping. If you pay with a foreign credit card, our billing department may contact you asking for additional information such a utility bill or a form of identification to verify the billing address on the order. This information is used solely for verification purposes and for your security. In order to avoid this delay, we recommend our international customers use PayPal.

Do you ship to PO boxes or Military APO/FPO addresses?

United States Postal Service/APO Box. For APO Box addresses, we use USPS as UPS. Other couriers do not deliver to APO Box addresses. Please allow 5-10 business days to process your order and additional 4-7 business days for most in-stock items to arrive on your doorstep.

What are the requirements for using a discount code?

You can only use ONE coupon code per transaction.

At the individual brand's request, promotional codes do not apply to all items or sometimes do not apply to a given brand. Please see each promotion for details.

Do you have a catalog?

Currently, we have a 'virtual' catalog. Our entire product is online; we do not have a physical catalog. To ensure customer service, we are constantly updating our website to provide you with all the latest updates on our inventory.

Do you charge sales tax on any item(s)?

Sales tax will be added to orders being sent to California, Washington, Nevada, Arizona, Texas, New Mexico, Illinois, Michigan, Tennesse. Please click here for more information.

 

Do you match your own prices if an item goes on sale after my purchase?

Yes, if an item you order from us goes on sale within 10 days of your original purchase we will refund the difference.

 

Do you have any stores?

No. We are solely an online retail store.

 

Still can’t find what you’re looking for?
No worries. We are here to help.

Contact us at [email protected]