Frequently Asked Questions, Help and Store Trivia
Find quick answers to your questions below...
Website Info
What is Emergency Matters?
We are a website that sells everything you could possibly need in an emergency. This includes emergency preparedness products, survival gear, outdoor gear, and food storage necessities. Our goal is to have the most incredible selection of "in stock" emergency products anywhere, and to provide outstanding customer service and pricing.
Who runs this website?
Originally this website began as a side project dedicated to outdoor products. Emergency Matters is owned and operated by Blade HQ LLC, and is a full time business with a brick and mortar store. At the top you will find Cam, a guy who loves the outdoors.
What kind of stuff do you sell?
We carry a wide variety of outdoor products including, but not limited to: bags and packs, camping supplies, emergency kits, first aid kits, flashlights, food storage, radios and water storage. Pretty much anything you could need from an afternoon hike to an earthquake.
Do you sell anything else besides emergency kits?
Yes indeed! We've got plenty of other website categories that may be of interest to customers: BAGS AND GEAR, CAMPING SUPPLIES, FLASHLIGHTS, and FOOD STORAGE. In addition to this website we have several other stores we recommend for products outside of what we offer:
BladePlay.com - Huge selection of Italian knives, low cost folders, assit knives and butterfly knives.
BladeHQ.com - A huge headquarters for the highest quality knives anywhere.
WatchLime.com - A website dedicated to fresh new watches. Lime is in.
GreatModels.com - are you into models (not the sexy kind)? Kits, cars, planes, military and miniatures.
Why should I buy from you instead of some other seller?
With so many choices available for buying online this is a great question. Here's our take:
We really care about our customers and the quality of our service. Without customers we don't exist. We always try to answer your email questions, if there's a problem we'll take care of it and we will never leave you hanging. This is not to say things will always be perfect, but we'll get it right in the end.
Our store is owned by a guy who is passionate about outdoor products and food storage. This is not a turn-key money making machine. When your business is founded on passion it shows.
We stock the items we sell in our store. We've actually got them sitting right here, ready to ship. When you order we pull them off the shelves and ship them. You don't have to wait, wonder or worry.
Our prices are competitive, our inventory is massive, our staff is friendly and knowledgeable, we have a physical store (this allows us to be authorized dealers for most of the products we carry), and we love you (yes, we love you).
Whats the quality of the merchandise you sell?
We strive to carry the highest quality merchandise possible. After all, who wants to handle an emergency with shoddy products? Anything on this site is first rate. Remember the old saying though: You get what you pay for. If something costs more, it's probably because it's better. If you have questions about a specific product just DROP US A LINE!
Can I advertise on your site?
Advertisements make websites gross. So... no. We don't allow advertising.
Can I link to your site?
Certainly. If we think your website will be of interest to our customers (and isn't in direct competition with us) well be happy to link back to you on our LINKS page.
Whats your favorite knife?
We're going to have to go with... all of them.
I like your website. What software are you using?
The Bladehq.com software is custom designed and programmed from the ground up. It's the product of years of blood, sweat, tears and some crying.
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Order Status
Has my order shipped?
If all of your items were in stock when you ordered, and you ordered more than 36 hours ago (excluding weekends), your order has probably been shipped (shipping status in your account may not always be accurate). If some of the items were actually not in stock (unlikely, but it happens), it is possible that your order has been delayed. If this is the case you will be contacted by a customer service rep. If you need more information, please CONTACT US.
How do I change quantities or cancel an item in my order?
If you need to change any quantities or cancel your order, please CONTACT US before the order ships. Once an order has been packed and shipped it cannot be changed or cancelled (in which case you will need to follow the instructions for exchanges and returns).
How do I track my order?
When we ship orders an email with shipment information is sent to your email address. Orders can be tracked by clicking the appropriate link in the shipment email. If we don't have an email address on file or if you did not receive an email shipment notification please CONTACT US for shipment information.
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Order Problems
My order never arrived.
If your order is missing there are several possibilities:
When we send order it requires a signature. If you are unable to sign for the package it is generally held by the shipping company until it can be signed for.
Sometimes when an order is placed the credit card is declined. If this is the case then the order will not be shipped. Check your account to see if your order shows up in the order history.
An item is missing from my shipment.
If an item is missing from your shipment, please CONTACT US for assistance. Please have your order number if possible.
An item in my order is broken.
If an item in your order is broken, please CONTACT US within 72 hours of receiving the item. Please have your order number if possible.
I received the wrong item.
If you feel that you have received the wrong item, please CONTACT US within 72 hours of receiving the item. You know the drill by now- please have your order number if possible.
What is your return policy?
Returns are accepted, as long as they are done within 10 days (we feel this is enough time to determine if the items in your order are operational and to decide if you wish to keep them). You must obtain a Return Authorization before shipping your item back, or your return will not be accepted. To obtain a Return Authorization, please CONTACT US.
You are responsible for shipping the item back to us in brand new, unused condition. There is a 15% restocking fee on non-defective items to offset lost shipping, credit card and labor costs. Once we receive the item we will issue a refund. Your refund will be issued in the same form payment was received unless other arrangements have been made. We do not reimburse shipping costs (unless the mistake is ours and the buyer requests a refund). We strongly recommend you insure any package being returned to us- if your return is lost or damaged there is nothing we can do.
Can I exchange an item if I don't like it?
Exchanges are welcome as long as they are done within 10 days. You must obtain a Return Authorization before shipping your item back, or your exchange will not be accepted. To obtain a Return Authorization, please CONTACT US. There are no restocking fees for exchanges for items of equal or greater value, although shipping charges do apply. We strongly recommend you insure any package being returned to us- if your return is lost or damaged there is nothing we can do.
How do I return an item?
If you need to make a return, please CONTACT US within 10 days of receiving your order for a Return Authorization. We will give you further instructions about how to ship your item back at that time.
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My Account
How do I create an account?
1) Add an item to your cart
2) Click the "View Cart" button
3) Click the "Secure Checkout" button below your cart
4) Enter your email address.
5) Select "No, I am a new customer."
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information (click HERE).
How do I edit my account information?
1) Add an item to your cart
2) Click the "View Cart" button
3) Click the "Secure Checkout" button below your cart
4) Enter your email address.
5) Select "Yes, I have a password:"
Then enter your password. You will be able to alter your information at the checkout screen. Simply click on the "Change" link next to any piece of information you wish to change.
I forgot my password.
If you forgot your password, please send us an email. We will then email your password to you.
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Shipping Policy (click HERE for complete shipping information)
How much is shipping?
Shipping is $5.99 flat for any purchase. Order one item and it's $5.99. Order 30 items and it's $5.99. We like things simple. If the order is over $249.00, shipping is FREE!
When will my order ship?
Your order will usually be shipped within 36 hours (excluding Saturdays, Sundays, and federal holidays). If your item is not in stock, we will notify you.
How long will it take my order to arrive?
Delivery to anywhere in the continental USA should take 4 days or less (excluding Sunday). Shipments to Hawaii and Alaska may take an extra couple of days.
Do you ship internationally?
We allow International shipments on a very limited basis. If you are outside of the USA and would like to place an order please CONTACT US.
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Guarantees
Low Price Guarantee
We try to have the lowest prices around. Because of this, if you find a lower price, we guarantee we'll be happy for you!
Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.
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Pricing and Billing
What forms of payment do you take?
Credit Card: We accept Visa, Mastercard, Discover and American Express.
Money Orders or Checks: We gladly accept all types of money orders and personal or business checks (you may also send cash at your own risk). Checks take between 5 and 10 days to clear. Please contact us to make sure the item you are interested in is in stock. Send checks or money orders to:
Emergency Matters
400 S. 1000 E. Suite E1
Lehi, UT 84043
Do I have to pay sales tax?
If you are located in Utah you will have to pay sales tax.
I have a question on my charges.
Please contact customer service for further assistance.
I need a copy of my receipt/invoice.
If you need a copy of your invoice, please contact customer service.
When will my credit card be charged?
When you place an order, your credit card will be authorized for the total amount of your order. Your card will not be actually charged until your order ships.
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Buyer's Guide
How do I find my product?
To find the item(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located to the left of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.
Does your stock rotate?
Yes.
Do you offer discounts on large orders?
Orders over $1000 may be eligible for a discount. For more information, please contact customer service.
Do you offer gift certificates or coupon codes?
We do not offer gift certificates or coupon codes at this time.
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