Shipping & Returns

GENERAL TERMS & POLICY

Resilience Prep reserves the right to update the rules when necessary, and the updated version will be published on www.resilienceprep.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Resilience Prep immediately. All buyers are deemed to accept the rules if they are using the services provided by Resilience Prep. Resilience Prep's policy shall prevail.

For after-sales issues, buyers should file a return & refund request within 15 days of the delivery date.  If the period of Return & Refund request filed exceeds 15 days, Resilience Prep reserves the right not to provide any after-sales service after that time.

Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Resilience Prep via Contact Us.

If Resilience Prep cannot fulfill the buyer's order within the order processing time, under the condition but not limited to no stock or other conditions, Resilience Prep has the right to cancel and refund the order.

If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Resilience Prep has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Resilience Prep should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.

Resilience Prep shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Resilience Prep will abide by the policy under this condition.

If Resilience Prep accepts the after-sale request for the reason type of "non-defective remorse returns" and is required to deduct a "restocking & repacking fee", under Resilience Prep's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.

Resilience Prep shall not require warranty.

Resilience Prep shall restrict the refund time and redelivery time under the condition, included but not limited to order refund based on the policy, agreed upon refund or redelivery between Resilience Prep and buyer or others, Resilience Prep must refund not more than 3 business days, or redelivery not more than 5 business days after receipt of return and refund request form.

Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Resilience Prep. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Resilience Prep has the right to reject the return and refund request.

Whether the evidence is compelling or not will  be at the sole discretion of Resilience Prep Under the Following Circumstances:

1. REFUND REQUEST TIMING

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type Resilience Prep Rules

For Unshipped Orders:
The Return & Refund request is made after the stated processing time. Resilience Prep will refund the order. The Return & Refund request is made within the stated processing time.
Resilience Prep has 3 business days to process the request after the buyer submits it. If Resilience Prep fails to process (accept or reject) the refund request within 3 business days, Resilience Prep will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.

For Shipped Orders:
The Return & Refund request is made after the order has shipped. Resilience Prep has 10 business days to process the request after the buyer submits it. If Resilience Prep fails to process (accept or reject) the refund request within 10 business days, Resilience Prep will refund the order.

2. GOODS RETURNED IN TRANSIT

If the package is sent back to Resilience Prep during transit for any reason, and the buyer applies for a refund, Resilience Prep should refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, Resilience Prep should begin redelivery within 5 business days of the request date.

3. GOODS DESTROYED IN TRANSIT

If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as, but not limited to, a screenshot from the logistics website that the order was destroyed, Resilience Prep should refund the order within 3 business days of buyer's refund request, or redeliver within 5 business days of the request. The following steps must be followed when creating this type of request.

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Resilience Prep, if our Dispute Team asks for a return of the item(s).

Except for the important interpretation, Resilience Prep will make a refund, resend the order, or accept the return for any of the following reasons:

3.1 ORDERS DELAYED

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Resilience Prep warehouse. Following countries and shipping methods may be different:

a. For orders shipped to the USA, it will be counted 45 days after orders departed from Resilience Prep warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Resilience Prep warehouse due to the strict customs clearance at Brazil.
c. For Resilience PrepPacket Liquid Line to all countries, Resilience Prep will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Resilience Prep warehouse.
d. For some special shipping methods, Resilience Prep cannot deal with your disputes. (See the following important interpretation)

Notes:
Sometimes, the order had arrived at the nearest post office to the buyer, and is marked pending because of insufficient address, package unclaimed, no such number, etc., Buyer must contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, buyer must  contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show that the package has been delivered, but the end customer claims that the package has not been received. In such cases, Resilience Prep will make every attempt to determine delivery details, which could be a long process (1-2 months). 

3.2 ORDERS NOT RECEIVED

Resilience Prep will not provide a refund or resend the order, if the tracking information shows the order is delivered.

a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Did not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.

Notes:
a. The local distributor will attempt delivery 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package  themselves. Otherwise, the product will be returned to the sender, via our logistics company. During the return, Resilience Prep takes no responsibility if products have been lost.

b. If the logistics company provides return service to US, Resilience Prep will put the products in your private inventory and will not refund them when we receive the returned items.

c. Resilience Prep cannot offer a refund or resend orders for which buyer does not provide proof of damage or defect for orders or packages destroyed by logistics companies.

3.3 PRODUCTS DAMAGED

Resilience Prep offers a full refund or a replacement if packages arrived are badly damaged.
Resilience Prep offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Resilience Prep cannot offer any refunds or other after-sale services for products wthe long-distant; international delivery.
c. For ordinary, electronic products, buyer must complain or open a dispute with Resilience Prep within 30 days after packages are delivered.
d. For service products, Resilience Prep refunds you the cost of the product in the US market pricing. .

3.4 INCORRECT OR MISSING PRODUCTS

Resilience Prep has a strict quality control process before products are dispatched.
Resilience Prep will deal with incorrect or missing products as follows:

a. For incorrect products, Resilience Prep offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Resilience Prep offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don't affect product function, Resilience Prep may refund partially or resend the missing part; for parts missing which affect product function, Resilience Prep will resend the product only.
d. For accessories, Resilience Prep will resend the accessories.

Notes:
For size problems, Resilience Prep suggests you re-measure the product and refer to the measurements on the website, and provide us with the photo of measurement that you are disputing. Then, our dispute team will deal with your dispute quickly.

4. WRONG RECEIPT INFORMATION

If the buyer puts wrong address information on an order, the buyer should contact the us via Contact Us to furnish us with corrected information to update the order.  

Please note the address information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the buyer should contact the logistics company to attempt to retrieve the products.  Please note the buyer will additionally be charge a redelivery fee.

If the order cannot be corrected or returned, the buyer will bear the loss.

5. DEFECTIVE PRODUCTS (PACKAGE BREAKAGE/SIGNIFICANTLY NOT AS DESCRIBED/MISSING OR WRONG GOODS/QUALITY PROBLEMS)

If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request to Resilience Prep, Resilience Prep will check the proof and give a response within 10 business days.

If the proof checked by Resilience Prep is not showing the problem clearly the proof is invalid, and Resilience Prep reserves right to reject the buyer's refund request.

If the buyer's proof shows a problem clearly after being checked by the Resilience Prep, the proof checking time shall not be more than 3 business days, and if the goods need to be returned to get a refund, Resilience Prep shall provide the buyer with a prepaid return label within 3 business days after proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Resilience Prep will refund the order within 3 business days of the refund request.

If proof is valid, and buyer requests redelivery, Resilience Prep will reship products within 5 business days of proof approval. Please note Resilience Prep has the right to refund orders if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.

5.1 INCORRECT OR MISSING PRODUCTS

Resilience Prep has a strict quality control process before products are dispatched.
Resilience Prep will deal with incorrect or missing products as follows:

a. For incorrect products, Resilience Prep offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Resilience Prep offers a refund or resend if buyer provides a screenshot of the complaint including name, content and date.
c. For parts missing which don't affect product function, Resilience Prep may refund partially or resend the missing part; for parts missing which affect product function, Resilience Prep will resend the product only.
d. For accessories, Resilience Prep will resend the accessories.

5.2 SERVICE PRODUCTS

Service products apply to the following interpretation.

a. Any disputes arising from products damaged or shipping delayed, Resilience Prep may not refund the product cost.
b. Any disputes arising from bad quality, Resilience Prep may not accept as the supplier is not Resilience Prep.
c. For service products without Resilience Prep quality checking inspection, Resilience Prep may not accept the disputes.

6. LOGISTICS ISSUES

6.1 INVALID TRACKING INFORMATION

If Resilience Prep verifies the tracking number is wrong, and Resilience Prep fails to provide the correct one within 4 business days, Resilience Prep will refund the order.

6.2 UNTIMELY TRACKING INFO UPDATES

If there is no update of the tracking info for more than 7 business days after the label is created showing on a logistic website, and the buyer applies for a refund, Resilience Prep will provide a refund within 3 business days of receipt of buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.3 TOO-LONG OF SHIPPING PERIOD

If the transit time exceeds the estimated delivery time by 10 days or more and Resilience Prep fails to provide any valid tracking updated info, the buyer may apply for a refund. Resilience Prep within 3 business days of receipt of buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.

6.4. SHIPPING METHOD LIMITS

Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Resilience Prep lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.

Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.

6.5 FORCE MAJEURE

Resilience Prep takes no responsibility for any product damage or shipping delay caused by acts of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Resilience Prep will notify you by resilienceprepco@gmail.com.

6.6 DESTINATION LIMITS

Due to limited international transportation, Resilience Prep will not accept any disputes when your orders are shipped to the following countries:
Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

7. OTHER

When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through resilienceprepco@gmail.com.

Resilience Prep will try its best to assist buyers in these special circumstances in a timely manner. After notifying Resilience Prep, Buyers should expect a decision from Resilience Prep on these types of issues no later than two weeks.

7.1 RETURN

Products can be returned to Resilience Prep US warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Resilience Prep US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.

a. If you indeed want to return the products, please email Resilience Prep and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Resilience Prep.

7.2 ORDERS CANCELLATION

For orders cancellation, Resilience Prep offers a full refund for orders cancelled PRIOR TO PRODUCGT SHIPPING by warehouses ONLY.

a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, pre order inventory orders cannot be canceled as they are special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Resilience Prep has planned and prepared for you after payment.

7.3 DEADLINE OF OPENING DISPUTE

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

7.4 UNACCEPTABLE DISPUTES

Resilience Prep shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

8. ATTENTION

If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Resilience Prep to help deal with the after-sale issues.