FREQUENTLY ASKED QUESTIONS
We answer questions from our customers every day. Here on this page are some of the more common questions we get and our responses. If you have a question for us that's not answered here, please contact us and we'll be happy to answer your question.
Do you have a retail storefront or showroom?
Yes, we do! We offer a massive selection of products on our retail/public website: Thunderhead Outfitters. Our merchandise showroom opened in 2016 in Centerville, OH. You can find our address and hours at the bottom of every page of our website.
PRODUCTS
What condition are these products?
Our military surplus gear can range from brand new to heavily used, and everything in-between. We do our very best to thoroughly describe every product's condition on each product page. If you have any specific questions about a product's condition that you can't find in the description, please let us know your question and we'll do our best to answer it for you before you make your purchase.
When will you have more of a surplus item in stock?
In the military surplus market, it is very difficult to know which products (and how many of them) the military will make available for transition to the civilian market at any point in time. Because of this, we have no way to know when (or if) we will get more of a certain product back in stock. The best way for you to know is to go to our product page for the item you're interested in, and follow the "Contact us for Availability" hyperlink to sign up to receive an email notification when we have more of that product in stock.
Will you buy my military surplus items?
Yes we do! Well, maybe. Please let us know what you are interested in selling and we will let you know. We do buy and trade military surplus gear as part of our business and we will consider any serious offer to buy or trade your surplus items.
BILLING & SHIPPING
Do you ship outside of the United States?
We ship to addresses in the United States, Canada, US Military APO/FPO Boxes, and US Territories (including American Samoa, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and the US Virgin Islands).
What are my payment options?
We accept all major US credit cards (Visa, Mastercard, American Express, Discover).
Do you offer free shipping?
Generally, no, unless we decide to run a limited promotion. Shipping is a service that needs paid in order for a carrier to transport your order from our warehouse to your front door. We strive to offer the lowest possible prices on our items and we do not "hide" any shipping charges in inflated product prices.
When will my order be shipped?
We strive to to get your order to your door as soon as we can! It depends on your order size, but most orders are shipped within 1-4 business days. We do not ship on US holidays or weekends. We will ship your order using either USPS, FedEx, or UPS.
How will my order be shipped?
Your order will be shipped via one of the major US shipping carriers: USPS, FedEx, or UPS. The shipping carrier we use will depend on multiple factors including transit time to you and the amount you paid for shipping. If we find an option with a quicker transit time that falls within the amount you paid for shipping, we will generally use that option to get your order delivered faster. If your order qualified for free shipping, we will ship using the most economical option available. All orders under 1 pound will be shipped with USPS (unless you choose a Next Day option).
RETURNS
What if there's something wrong with my order?
If you find a problem with your order, such as a missing item, defective component, etc., please contact us and let us know about the issue right away. Your satisfaction is important to us and we will work with you to fix the problem, whether it's exchanging a component or returning an item for a refund.
Do you accept returns?
Yes, generally we offer a 30 day return policy on any of our products from the date of delivery. Items must be returned in their original condition to be eligible for a full refund of your purchase price. If we do not accept returns for a particular item it will be clearly stated on that product's page. Read more about our return policy on the Shipping & Returns page.
How do I return an item?
You can request a return from your Order History page. We will prodide you with return instructions within 1 business day of receiving your request. You will be responsible for paying the return shipping costs except in cases where a problem with your order was caused by us, or the item does not meet the condition we described.