FAQs

Orders

How do I back order a Product?

We do not have a process that allows customers to back order products on our web store currently, however if you wish to place a back order please send us an email at [email protected] with your name, address, along with the products you would like to have placed on back order, and the subject "I'D LIKE TO PLACE A BACK ORDER!". We can create your order on the back end and email you an invoice with a direct check out link. Please let us know your preferred method of shipping as well. We will assume USPS unless otherwise specified.

You carry the brand I'm looking at but not the product I'm looking for.

Our offering is selected based on the gear we run ourselves and rarely encompasses the entirety of our vendor's product offering. If you would like a product that we currently don't have listed we can place a special order for you using the same process we use for back orders. Just email us at [email protected] using the subject "I'D LIKE TO PLACE A SPECIAL ORDER" along with your name, address, preferred shipping method if not USPS, the products and product SKUs for the products you are interested in and we can see if we can get a hold of them for you. Sometimes a product may have been discontinued in which case there won't be much we can do but if it is in their current catalog we will do our best to get the product out to you as soon as possible.

Do you ship internationally?

Not through this web store, and not usually. If you are interested in shipping products over seas please contact us directly at [email protected] and one of our representatives will see if we can accommodate your situation. 

Do you offer volume discounts?

Yes, If you are interested in purchasing a large Volume of product. Please Email us at [email protected] with the subject "I'D LIKE TO REQUEST A QUOTE" and let us know which items you are interested in and how much you are looking to purchase. The larger the order, the more flexibility we have on price.

 

Returns and Exchanges

What if I want to return a product?

If you are not satisfied with your purchase, you may return unused products within 30 days for store credit or a refund minus shipping cost and a 2.9% + $0.30 Credit Card processing fee. Products must be in the condition you received them with the packaging and tags intact.

*This policy excludes Body Armor, Customized items such as patches, batteries, promotional and clearance items, or other items identified as “Final Sales”

To initiate the Return process please follow these steps.

1. Request a Return ID # by sending an email to [email protected] with the subject Returns that includes the following information:

  • Your Full Name
  • Your Order Number
  • The Reason for your return
  • The Item’s name and quantity you would like to return
  • Your Preference for Refund or Store Credit to your account

2. Be sure to include your Return ID # received from the reply to [email protected] the mailing label. All returns must include a Return ID # or they will not be accepted.

3. Include a copy of your invoice.

4. For your protection, we recommend that you insure your return shipment. ATS assumes no responsibility for returns lost in the mail and cannot finish processing a return we never received.

5. Ship your return via USPS, UPS, or FedEx to:

ATS Returns Department
4807 Corbett Ridge Rd
Mebane, NC 27302
 

6. Once your return has been received and inspected by our warehouse staff, we will process your refund or issue a credit to your account. Depending on your credit card company, it may take 3-5 business days for this credit to be processed after we have processed your return.

What if I want to exchange a product?

You may exchange your unused product within 30 day for a different size or color provided ATS has your size in stock or if you indicate you are willing to wait on a back order if we do not. Products must be in the condition you received them with the packaging and tags intact. You may be charged for additional shipping and the difference between the cost of the two products should you request a size or color with a higher cost than your original purchase.

*This policy excludes Body Armor, Customized items such as patches, batteries, promotional and clearance items, or other items identified as “Final Sale”.

To initiate the Exchange process please follow these steps.

1. Request an Exchange ID # by sending an email to [email protected] with the subject Exchange that includes the following information:

  • Your Full Name
  • Your Order Number
  • The Reason for your exchange
  • The Item’s name and quantity you would like to return
  • The size and color you would like to exchange it for.
  • Please indicate weather you are willing to wait on a back ordered size or color if ATS does not have your requested size or color in stock.

2. Be sure to include your Exchange ID # received from the reply to [email protected] on the mailing label. All exchanges must include an Exchange ID # or they will not be accepted.

3. Include a copy of your invoice.

4. For your protection, we recommend that you insure your return shipment. ATS assumes no responsibility for returns lost in the mail and cannot finish processing a return we never received.

5. Ship your return via USPS, UPS, or FedEx to:

ATS Exchange Department
4807 Corbett Ridge Rd
Mebane, NC 27302
 

6. Once your exchange has been received and inspected by our warehouse staff, we will process your exchange and either ship your new products or if we are out of stock and you have indicated that you agree to wait for our manufacturers to supply us with your back ordered exchange, we shall ship your exchange once we have received it. Please allow for 3-5 days of processing once we receive your exchange.

What if I receive a damaged or defective Product?

Should you receive any damaged or defective products and wish to return or exchange it please use the processes above as well as provide photos, a description of the damage, and review our warranties section below. ATS will handle these issues at our discretion and will not accept returns or exchanges we believe were damaged after the product was received.

Any person found to be intentionally falsifying information shall be blacklisted from further use of the ATS Returns and Exchange policies pending further review by ATS staff.

Warranties

Many products sold by Active Threat Solutions have manufacturers warranties that go above and beyond Active Threat Solutions’ 30-day policy. For more information on how to file a claim with a manufacturer please email us at [email protected] with the subject Warranties and we shall provide any information we can to assist you with this process.