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Frequently Asked Questions

Frequently Asked Questions

What is your return policy?

We guarantee fit and satisfaction. As an online business, we aim to provide a return that is totally hassle-free for you. If you’re not happy with your military gears, you can return them for a full refund within 30 days of order. All items return to us must be in saleable (new/ unworn) and in their original condition, accompanied by their original packaging, tags, warranty, documentation and manuals.

There is a Special Holiday Extension for orders placed on October 13, 2011 through to December 24, 2011. On this occasion, exchanges and returns can be made through January 31, 2012.
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won’t be able to take the action you want us to. We recommend you use a postal service that insures you for the value of the goods you are returning. Customers must email us to obtain a Return/ Exchange Merchandize Authorization Number and return instructions before sending the return package. Return/Exchange will not be accepted without prior authorization. Please allow up to 14 days to process a refund. For Exchange orders, if there is a balance due, we will charge the same credit card or account as the original order. If credit is due, we will credit the original account or credit card. Please see our Store Terms for more information.

My return was processed but it I was not refunded my delivery charge
We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled or the entire order was faulty. Please see our Store Terms for more information.

I have been refunded the incorrect amount

We are very sorry if we have made a mistake on your refund. Please get in touch with us at CustomerSupport@SurplusMilitaryStore.Com and we will sort it out for you as soon as possible.

The following may affect the amount you have been refunded: the delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty. Any discounts that were applied at the time of sale, which may not now be applicable

 Have you received my returned goods?
As soon as your return has been processed, we will email you to let you know. In the unlikely event that you don't receive this email within 10 days of shipping your parcel to us, please get in touch with us at CustomerSupport@SurplusMilitaryStore.Com and we will get back to you within 24 hours. If you have returned your parcel using recorded shipment or another service that can be tracked, please give us the reference number when you contact us.
 

I returned an item and it was incorrectly refunded or replaced

We are really sorry if we made a mistake when processing your request! If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you were expecting a refund and we sent you replacement goods, please get in touch with us so we can sort it out for you.
 

My goods have arrived faulty, how do I get a refund?
You can either return for a refund or exchange. Customers must email to obtain a Return/ Exchange Merchandize Authorization Number and return instructions before sending the return package. Return/Exchange will not be accepted without prior authorization. Click here for more information on our return/exchange policy.


When do I get my refund?
We will process your refund once we have received your Army Gear. Please allow at least 14 days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/card issuer to process the payment.


What payment methods can I use?
We accept payment online via MasterCard, Visa and PayPal.

Your card will be charged for the full value of your order on authorization.  We encourage our customers to ensure that orders placed (especially first order) must be delivered to the address the credit card is registered to. This is to protect you from the increased threat from Internet and Credit Card fraud.

We also take security very seriously indeed, so your details will be safe with us. All credit and debit card holders are subject to validation and authorization by both us and the card issuer before an order is confirm, to maintain security and prevent fraud.


When will my credit/debit card be charged?
If your card is authorized, payment will be taken immediately, and you will receive an email confirming that your order has been successful. If your card is not authorized, payment will not be taken, and we will email to let you know that your bank or card issuer has not authorized the payment.


Can I use my credit/debit card from a non-US card issuer for payment?
At present, you can only pay for goods online with major credit card issuers. We accept Visa, MasterCard and PayPal. We like to give you plenty of payment options, so you can use any of these cards. We also take security very seriously indeed, so your details will be safe with us. All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud.


What should I do if my credit/debit card is refused when placing an order?
If your credit or debit card has been refused, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.


What is my three-digit security code or CVV?
Your three-digit security code can be found on the reverse of your credit/debit card, generally on the signature strip. Also known as a Card Security Code (CSC), or Card Verification Value (CVV), you are asked to disclose it when making online or telephone purchases to prove card verification and help prevent credit/debit card fraud.


Will I receive a confirmation after placing an order?
When details like your name, delivery address and method of payment are confirmed and accepted, we will send you an email to tell you everything has gone through. Also we will email you when your order is dispatched.
 

What are your shipping charges?
The shipping charge is confirmed when you place your order. Click here for more information on our Shipping charges and policy.


How Do I get charged delivery for my order?
Yes, the delivery charge you pay is per the value of the order and the shipping method chosen (i.e. standard or express), so the charge is not the same for one item as it is for six (when all six items are ordered at the same time). Click here for more information on our Shipping charges and policy.


What happens if I’m out when you deliver?
If you’re not at home, your parcel can be left in a secure place. The shipping carrier will post a card through your door telling you where your parcel has been left. If they can’t find a secure place, they’ll post a card giving you details of how to arrange a new delivery date or collect your parcel. If you tell us the details when you order, we can also leave the parcel in a specific place or with a neighbor.


Can I have my Item delivered to an address other than my home address?
Yes, as long as it’s a recognize address (within the US including Alaska and Hawaii, Military APO’s and FPO’s, as well as Guam, Puerto Rico, and US Virgin Islands) we’ll deliver it there.

We presently accept/ship orders outside of the continental US including Military APO’s and FPO’s and US Territories.  Click here for more information on our Shipping charges and policy.


Do you accept/ship orders on Saturday or Sunday or Holiday?
We are determined to process and ship for in-stock items placed on our website within 24 business hours. Our business days are Monday through Friday only and do not include weekends and holidays.


How many items can I order?
You can order any number from our huge selection of Military Surplus Uniforms, Military Clothings, Cockpit USA Jackets & Alpha Jackets & Many more!. If you have any problems/issues when placing an order, please contact us at CustomerSupport@SurplusMilitaryStore.Com  


My order has taken longer than the shipping/delivery times - why is this?
Your order may have been delayed due to an unforeseen delivery issue. Please view your order status for updates.


Can I track my order?
Yes, you can track your order by logging into your account. Just click on the order you’d like to track to view the status of each item.


Can I amend my order?
You can amend your order any time before you check-out, but once your order and payment has been confirmed, it cannot be changed.


Can I cancel my order?
Once your order have confirmed at the check-out stage, you cannot cancel your order. However, when your order has been delivered, you have 30 days to return your Army Surplus and claim a full refund (excluding shipping charges), See our return policy for more information.


How do I search for a Military Surplus stock?
There are a number of ways you can search for a Military Surplus or other item until you find exactly what you're looking for. The most relaxing way to shop with us is to browse through the categories at the top or the navigation links of the web-page and then refine what you are looking for by clicking on each section, split into either product types or branded types.
Alternatively, if you know exactly what you want, just type in the product or brand into our search facility (top left of the Website) and we will find you everything related to your specific search.

Once you have found what you want, click 'add to cart', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

Don’t forget to check out our weekly specials or clearance section as it can be a Military Surplus-gold mine!


I have seen a product but it no longer seems to be in stock

We know how frustrating it can be when you have your heart set on an item and you go to buy it but it’s out of stock. However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. As we try to keep our products fresh, we add hundreds of new items every week so you might just find something similar to the one you were looking for.

Try browsing through our product category page at the left side of the web page and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility [top right of the Website] and we will find you everything related to your specific search.


Do you have a shopping catalogue I can buy from?
With new items every week, and hundreds of items on the site at any one time, plus constantly changing trend, features and advice, it would simply be impossible for a paper catalogue to keep up.

Instead we prefer to focus our energy on providing our customers with a website where you can buy what you want when you want, 24 hours, 7 days a week and we believe that the images give you a much more realistic view of the items you want.

If you are concerned about whether buying online is secure, please be rest assured that as an online business we want you to have total peace of mind when shopping with us and that’s why we invest time and money in making sure we use systems and software that protect your purchase. See our privacy policy for more details.


Do I need to create an account to shop with you?
Yes. Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and our exclusive discounts and special offers.

Just click on the type of item you want from our list of product, and then refine your search according to the size, price, colour, or brand, until you find exactly what you are looking for-we are sure you will.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.


Do you have a size guide?
We never want to send you something that doesn't fit properly. Check out our boots size chart for measurements, fitting tips - everything to make sure it fits perfectly and stays looking great.


Can you give me more information on your products?
We try to publish as much useful information as we can about all our Army Surplus, to help you buy the things that will suit you best. The product page for every item includes sizing, a detailed description, and importantly quality images.

If there is anything further information you feel we need to put on there to help you, just let us know what information you would like to see and we will do our best to include it.


How do I sign up for the newsletter/periodicals?
The easiest way to sign up for our newsletter is to set up an account. You don't have to buy anything yet, but when you do want to start shopping, this will also give you a head start. Click here to go back to the Homepage of our website and sign up to the newsletter straight away without setting up an account.


I don’t reside in the USA; can I still order from your online store?
We presently accept orders/ship outside of the continental United States including APO’s, FPO’s and US Territories.


Do you sell anything besides Military Surplus online?
Yes, we also sell a selection of camping, hunting, fishing and other outdoor gears online, many of which have been created to compliment our military deployment needs. Currently we do sell accessories such as Flight Badges, Kids Stuff online. Take a look at our product range here.


Do I have to order online?
All our military surplus range is available online. Simply choose the gear you like, order (and pay for) your items, and decide whether you would like it to be shipped to (preferably your registered credit card address).


I bought an item at full price but the day after they went into sale – can I get the difference refunded?
No. Once an item has been ordered the price is fixed for shipment. It’s our general view not to refund the difference.  


I am having general problems accessing or buying from your website

If you are having any other problems, we recommend you make sure you have the latest updates and download for your computer operating system.

If you are still having problems, get in touch with our Customer Support Team by email to CustomerSupport@DesertBoots.Com, who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible:

  •     What URL you were trying to access (e.g. http://www.surplusmilitarystore.com/homepage)
  •     What time the problem occurred
  •     Your Operating System (e.g. Windows Vista, Mac OS X)
  •     Internet Browser (Internet Explorer 7, Firefox, Safari)
  •     Please cut and paste into the email any error message that appeared on the screen

 

I am having trouble with my shopping basket
Any item you add to your shopping basket will be reserved for you for a couple of hours while you carry on shopping. After this time, items will be removed from your basket and other customers will be able to buy them.

If items are disappearing from your shopping basket, this may be because you are using your internet browser's 'back' button, rather than selecting the 'Continue shopping ' link on the checkout/ shopping basket page.


I cannot sign into my account
When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognized, please make sure you are using the same email address and password that you used when you registered with us.

If you cannot remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we will remind you what your password is. You can change your password, main email address or any of your other details at any time just by signing in to My Account. Please note that if you type in the wrong email address and/or password 3 times, you won't be able to log in again for half an hour.


I am not receiving your newsletters
If you are not receiving our emails or our regular newsletter, you could be missing out on our free reports/ articles or discounts or special offers as it happens!

One of the most common reasons for this is that your email software is marking emails from us as junk mail, and is sending them to your spam folder. To stop this from happening, please add DiscountDesertBoots@gmail.Com to your email address book, then emails from us should come through just fine.

If you checked this and are still not getting the newsletter, make sure you typed in the right email address when you signed up with us. Just sign into My Account (if you can remember what address you did type in), or get in touch with Customer Support, and we'll do our best to sort it out for you.
 

Is it safe to order online?
Our website is safer than it's ever been! We use one of the most secure online ordering systems on the market, and are constantly investing resources in improving our software to make sure we offer the highest possible security at all times as well as to ensure honest and truthful online transactions.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

  •   Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  •   Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
  •   Data Integrity - this checks the data being transferred to ensure it has not been altered. See our Privacy Policy for more details.


My payment has been declined

Do not worry – This can happen for a number of reasons.

Try checking the details in your shopping basket to ensure that the card details such as the start/end date and card type are correct and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

If you feel you are not getting anywhere then contact Customer Support who will try to advise you further.


What is Visa Verified or MasterCard secure code?

This is a service that password-protects your card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your card online.

To register for the secure code all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting your card issuer directly.

You’ll be asked to come up with a password for your card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

If you have already registered, you will be prompted to enter your password when you order.

To find out more information about these services visit the MasterCard SecureCode or Visa Verified website


I have forgotten my password - how do I log in?
If you have forgotten your password, go to My Account page and click on the ‘Forgotten your password?’ link. You will be asked to enter the email address you opened the account with. Then you will need to enter the security question answer you provided when you signed up. You will then be able to choose a new password. If you are still experiencing problems, please Contact us.


How do I change my personal details?
To change any of your personal details – name, contact details, password, security  – log in to your account and select the link ‘change my details and password’. You will then be able to enter your new details here.


How do I change my email address?
Go to My account and log in as normal. Your Account Summary will appear. Click on ‘Change my details and password’. You will then be able to enter your new email address here.


When I registered I think I entered my email address incorrectly – how do I log back into my account to check my delivery progress?
We send out a confirmation email to anybody registering for the first time. If you did not receive this there is a chance you entered your email address incorrectly. Contact us to find your account details and to correct your email address.

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