FAQs

Ordering

Can I cancel my order?

Your order may be changed or cancelled by emailing us at customer service. When canceling, please include your order number to prevent costly delays. The order can only be changed or canceled if it has not already been shipped or gone to our warehouse for processing. If you need to change or cancel an order please contact us as soon as possible. If your order was placed via GlobalShopEx, please visit our international checkout information page for further details.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner. You can submit a contact form here

Why am I being charged tax for my purchase on your website?

We are required by law to collect tax in select states. The sales tax applied to your purchase is determined according to state and local laws and regulations. The specific tax rate is based upon the shipped from and shipped to information in your specific order. We turn over all monies collected to the appropriate government agencies. We do not profit from the collection of sales tax. For our tax-exempt customers, state laws require us to have your signed tax exemption or resale certificate on file. We are required to charge you sales tax if we do not have this documentation. If your agency's online purchases are being taxed and you've already qualified for tax-exempt status and have your letter or certificate on file with us, please contact us so we can get this corrected.

How does curbside pickup work?

Contactless curbside pickup is available at our Dearborn Michigan Headquarters. You can find details on our location and hours page.

1. Buy Online

Add products to your shopping cart on our website or call us to place your order over the phone. On the final checkout page, choose the In-store/Curbside pickup and select our location.

2. Wait for the Ready for Pick-Up Email

You'll first receive an email stating that your order is processing and in 1 to 4 days when your order is ready, you'll receive another that says that your order is ready for pickup

3. Pick Up your order

Before you leave, please check store hours here. When you come to pick up your order, either come in and head straight to our cashier counter or follow the instructions in your email then we'll place your items directly in your trunk or hatchback and you'll be ready to go!

Shipping

What countries do you ship to?

We partner with GlobalShopEx to provide international shipping. For more detailed information see our international shipping page here

How long will it take to receive my order and can I track it?

Orders typically ship out in 1 to 3 business days. When your order ships, you'll receive an email with your tracking number. If you don't see the email, please check your spam folder. You can easily see the status of your order by clicking "Track my order" in the chat box. Follow the instructions given to track your order. For more information on shipping click here

My package has been delayed or lost- what's going on?

Unfortunately, shipping carriers such as UPS and USPS occasionally lose or delay packages. We apologize for the inconvenience and ask for your patience when these things happen. While we have no control over these companies, once you contact us, we will step through the shipping carrier's established processes that allow us to request that they locate your package and deliver it as soon as possible. Please contact us with any details and we will work to resolve this as quickly as possible for you. Please note that since the onset of the Covid pandemic periodic shipment delays have become commonplace and tracking scans often fail to show how close packages are to their final destination. Again, we thank you for your patience.

In the rare instance when we make a mistake, we will do our very best to rectify it. If we're given a non-deliverable or otherwise incorrect address and the package is returned or must be rerouted, a $15 charge will be applied to your order to cover the excess shipping fees.

Returns and Refunds

How do I return a product?

  1. Log into your account on our account login page using the password and email address that you originally provided.
  2. Click Request return for the order you want to return
  3. If the order has multiple items, select the items you wish to return
  4. Choose a return reason and add a note for the store. If you are exchanging, in the "notes" section, please include the name, color/size/width and model number of the item you'd like as a replacement.
  5. Click Request return

In-store Return Policy:

Products purchased in person at our Dearborn headquarters may be returned within 14 days for a refund or exchange. Items need to be returned in purchased condition with the original packaging. Items that are damaged, worn, dented, scratched or have an odor may be denied a return. Please return items with all accessories and packaging. If you do not, we may either deny the return, or in some instances, allow a return with a nonrefundable fee. If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased. Bullet proof vests, gas masks and personalized dog tags may not be returned. Footwear with comfort guarantees will be charged a $10.95 processing fee. Refunds will be tendered to the original payment method. Approved returns for previous exchanges will receive store credit.

When I returned an item why did I receive less in refund?

If you received free shipping and request a refund, a restock fee is charged to help us recoup a part of the money we've lost on filling your order. Please see our website return policy for details.

Can I exchange my order?

If the exchange is due to a mistake on our part, your item will be sent via free shipping within the United States. To initiate an exchange, please see the instructions here. If you are otherwise exchanging an item a minimal shipping fee will be charged to ship your replacement item. If your order was placed via GlobalShopEx please click here for further details.

Credit Card Issues

I didn't complete an order but my credit card company says I've been charged! What's Up?

99% of the time, YOU HAVE NOT ACTUALLY BEEN CHARGED. This is an extremely frustrating situation for our customers as well as the eCommerce industry. This problem is attributed to the way that banks verify billing information and reserve funds from consumers for online transactions. The financial industry requires fund verification/fund reservation BEFORE address verification occurs.

The Result: because the funds are reserved, banks assume your card will eventually be charged for each attempt. A new and unique authorization number is granted for a charge on every attempt.

Harry's Army Surplus WILL NOT ACTUALLY CHARGE THE AMOUNT!

The Problem: The financial industry requires fund verification/holding funds before address verification occurs. There has already been an authorization granted and funds held on the first payment attempt! This can happen over and over again - resulting in multiple authorizations/fund reservation, regardless of whether an order actually gets through.

Harry's Army Surplus has absolutely NO CONTROL over the fund verification/AVS process or this problem.

My card will not work - what's going on?

The most common reason for transactions being denied is address verification. If the billing information you submit does not match the information on file with your financial institution, the charge will be rejected. We recommend that you contact your financial institution and review your account information before attempting further transactions.

Feel free to call us at (313) 565-6605 in case we can help.

My credit card statement says I've been charged more than once for my order! What's up?

99% of the time, YOU HAVE ONLY BEEN CHARGED ONCE. This is an extremely frustrating situation for our customers as well as the eCommerce industry. This problem is attributed to the way that banks verify billing information and reserve funds from consumers for online transactions. The financial industry requires fund verification/fund reservation BEFORE address verification occurs. It works like this:

  1. You enter your credit card information into the payment page and submit for payment
  2. Your bank or credit card company is contacted to see if your funds are available.
  3. If funds are available, the bank or credit card company authorizes the amount, and reserves that amount and attaches an "authorization code" to the amount.
  4. AFTER the funds are verified, your name, address, and billing info are then sent to a separate Address Verification System (AVS) for validation.
  5. If you entered any incorrect billing information, the AVS system rejects the verification and you are instructed to correct your billing information and submit it again.

The Result: because the funds are reserved, banks assume your card will eventually be charged for each attempt. A new and unique authorization number is granted for a charge on every attempt.

Harry's Army Surplus WILL NOT ACTUALLY CHARGE THE AMOUNT!

The Problem: The financial industry requires fund verification/holding funds before address verification occurs. There has already been an authorization granted and funds held on the first payment attempt! This can happen over and over again - resulting in multiple authorizations/fund reservation, regardless of whether an order actually gets through.

Harry's Army Surplus has absolutely NO CONTROL over the fund verification/AVS process or this problem.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below or call us at (313) 565-6605.