Shipping and Returns/Refunds
NOTICE:Our safes come with free curbside shipping. Your safe is dropped right on the curb with no additional cost. Further services including installation or white glove delivery comes at an additional cost, found below:
Cancellations & Refunds: Home Defend Pro prides itself on having one of the best return policies in the industry.Cancel any time before your order has shipped, completely free of charge (exceptions apply, including custom made orders).
Call 1(833) 906-1077 or email info@homedefendpro.com
FAQ
When will I know my order has shipped?
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment. If, for some reason, there is a delay in stock, we will contact you before accept your payment.
When will my order ship?
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@homedefendpro.com.
No Shipping outside the lower 48 hours in USA.
If you have questions regarding anything below, please send an email to info@homedefendpro.com or call us at 1(833) 906-1077
Cancellations & Refunds: At Home Defend Pro, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you have questions, please send an email to info@homedefendpro.com or call us at 1(833) 906-1077
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 1(833) 906-1077, the chat in the bottom right, or email info@homedefendpro.com any time.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.
These units, are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns.
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Shipping Times
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on).
Order delays have proven to be unavoidable and outside of Home Defend Pro's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from Home Defend Pro, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Home Defend Pro within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, that I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.
- I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Home Defend Pro.
- I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Home Defend Pro (such as manufacturing and logistical constraints of our partner companies).
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrived damaged please send photos of the damage, box and SKU, along with a brief description of the damage to info@homedefendpro.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns
The Home Defend Pro default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error unless otherwise stated on the product page.
Nearly all of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
You have a 30 day return window to return your product, though this time window varies from brand to brand. Contact us for a more accurate return window.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or a store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have a varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact info@homedefendpro.com
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact info@homedefendpro.com for any questions.
For Storm shelter
Shipping cost is included in the purchase price for customers located in the following US states: GA, FL, AL, MS, TN, KY, AR, LA, OK
For all other within the contiguous 48 US states, there will be a $350 surcharge for shipping.
14 weeks or less for delivery
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
