Do you have an exchange/refund policy?
Got issues with your items? Well, there is nothing to worry about at all.   Simply contact us to get a proper guide on what your next step should be:
Call us on 1-866-879-8891 or send an email to info@gorillasurplus.com

• Please note that all items with problems should be reported within the warranty period of 30 days that starts from the delivery date. We recommend that you properly inspect your packaging upon arrival and test your item without delay.   Contact us immediately if you have got any concerns or questions.  Also, note that an RMA (Return Merchandise Authorization number) is very necessary to make your item eligible for refund or return else it shall be discarded within 30 days if unclaimed.
• If you return an item, you may request an exchange for the same item or request a refund to your original payment method. No refund will be issued to defective items older than 7 days of receipt of your order, only an exchange will be considered given that the order is within 30 days from the delivery date.
• You may return any item unused, unworn, unopened, and in original condition with its original packaging and any accessories for a full product refund within 30 days of purchase.
  A 15% restocking fee may apply.
• Shipping charges are not refundable. If your order qualified for free shipping initially, you’ll be charged the actual shipping fee when the return is processed. You can contact customer service to know what will be charged amount.

What is the process if I have received a defective item?
Please notify us within 7 days of the delivery date as soon as you notice a manufacturing defect.

Call us on 1-866-879-8891 or send an email to info@gorillasurplus.com to obtain an RMA.
Defective items claimed within 7 days of receipt qualified for a full refund as long as it has not been modified and has been returned in their original packaging with tags attached and all accessories/parts.
No refund will be issued to defective items older than 7 days of receipt of your order, only an exchange will be considered given that the order is within 30 days from the delivery date.

How to obtain an RMA?

Send us an email at info@gorillasurplus.com with your request and order number or call customer service at 1-866-879-8891. In case of a defective item, you need to describe the issue and provide photo/video of the specific defects.
Once the return/exchange is processed, we will email you a form with your RMA number, which should be filled out and included in the package to be shipped to us. For further information, refer to the procedures listed or simply contact our customer care service for more assistance.

What happens if my package is returned to the sender?
If the package has been returned back to us due to incomplete/ wrong address or unclaimed reasons, then we’ll reach out to you to check if you want a refund or reship.
In case you want a refund, you’ll be charged for the reshipping fee.
In case you want a refund, you will be charged a shipping fee two ways since it cost us an additional shipping fee to return your package back to our warehouse. Furthermore, you’ll be charged a restocking fee of 10%.
It’s the customer’s responsibility to provide an accurate address for the delivery.

What is the next step if my package is damaged in transit?

We recommend that you properly check your items upon delivery.  If you notice any damages, packaging has been opened, or are suspicious of lost components, please contact us immediately, send us some images/video of the damage and keep everything intact as it is in its original packaging.

We’ll fully assist you in claiming your loss or damage for the poor service provided to you with the courier service

Is there any restocking fee for returned items?
> Items(With original content, tags, and unopened packaging) returned as no longer wanted are subject to a 15% restocking fee
> Used items returned will be charged up to 50% restocking fee
> Return to Sender, 10% restocking fee plus the actual shipping fee

Why do you charge a restocking fee?
It is charged to cover labor costs, product inspection, packaging, and handling. No restocking fee will be charged for returns resulting from errors committed by us, for example, you received a wrong item due to our mistake.

What happens if I don’t follow the Return Policy?
Any item that is returned with damage, stains, or other signs of use will not be accepted for return or exchange. This applies to items in clam packaging that have been opened. The item will be sent back to the customer with a shipping charge.

What is our Warranty Policy?

Our products come with a 30-day warranty starting from delivery date unless it is otherwise stated. If an item or its parts are damaged or defective, we will issue one replacement item if it is coverable by the warranty policy. No refunds will be issued or exchanges will be accepted if you are experiencing problems after 30 days, please contact the manufacturer directly. 

What will void my warranty?

• User Error: If your item is damaged by trying to repair it yourself or by accidental dropping, misuse and debris then it will be considered invalid for warranty.
• Weapon Modification: if your item has been customized and altered after purchase either by you or a workshop, we will not provide any refund or exchange if any internal damage is caused by using defective or non-compatible parts and this includes the removal of the orange tip on airsoft guns that comes with it.
• Use of Poor Quality BBs: Please ensure your BBs are of good quality. Internal damages that might occur in using cheap BBs are not coverable by warranty. We recommend using 0.20g BBs at a minimum
• Purchases under $60
• Malfunction or damage caused by use of wrong charging unit or non-compatible batteries in item shall void the warranty

Store Location:
Gorilla Surplus
1458 E Broadway,
Vancouver, BC
V5N 1V6
Canada

Hours of Operation:
Monday to Saturday: 10am - 7pm
Sunday & Holidays: 11am - 7pm