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You can check the current status of your order by logging in to your account and clicking on the
Order Status and Tracking link. Your order will initially show up as Open or
On Hold.
If your order is On Hold., you should have already received an email explaining why the order is on hold and letting you know what you
need to do to have your order taken off hold. If you have not received an email explaining the hold reason, you will need to contact us either through our
online customer service form or by calling at 888-679-4327. We will assist you in
getting your order taken off hold.
If your order is Open/Available, it will be processed shortly. If it shows up as Open/Needs Backorder, it is currently on
backorder and will be shipped as soon as all the items on the order are in stock. Please see the What is your policy on out of stock
items? section of the service guide for more information on backorders.
If your order status is Processing the order is currently being charged and shipped. We are not able to change or cancel any orders that
are Processing.
You will receive a shipment confirmation email informing you that a tracking number is available in you online order status page the evening of
the order's processing. At that time, your order status will change to Complete and you will be able to click the tracking number to track your
shipment's progress.
Click here to login to your account and check your order status.
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As long as you have entered a valid email address you will receive an email informing you that a tracking number is available in you online
order status page the evening of the order's processing. You can then track the order directly from our site by clicking on the tracking number. All you
need to do is login to your account, then click on "Order Status and Tracking." Select the order you wish to track and click on the linked tracking number.
A new window with tracking information will pop up.
Click here to login to your account.
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Out-of-Stock Items
When you order an out of stock item, it will be placed into your "Out of Stock" shopping cart and will be treated as a separate order from the in stock items
in your cart. The out of stock order must be over $100 to qualify for free shipping. When you order out of stock items, we will hold the out of stock order
until all items are in stock to ship out; for example, if you order an out of stock tank and an out of stock shirt, we will ship the backorder when both items
are in stock rather than individually as they come in.
If you would like to place an order for in stock and out of stock items to be shipped together when they are all in stock, you will need to place
your order over the phone at 888-679-4327. The free shipping offer does not apply to orders placed over the phone.
Occasionally, an item that shows that it is in stock on our website will actually be out of stock due to inventory errors. We do make every
effort to make sure that our inventory is as accurate as possible, but it is inevitable that there will be inconsistencies from time to time. If this happens,
we will proceed with your order in one of two ways:
1. If the majority of your order is in stock, we will ship the in stock items and place the out of stock item on backorder. The
backorder will have no shipping cost applied; it will be sent via the shipping method that was originally ordered. If the out of stock item is a closeout or
discontinued item, it will simply be removed from the order and the remaining items will be shipped out. If your out of stock item is under $10.00 and no
substitute item is available, it will be removed from your order but will not be backordered. You will not be charged for any items that are removed from
your order.
2. If the out of stock item constitutes the majority of your order, we will place the entire order on backorder. If the out of stock
item is a case of paintballs or an item under $10, we may substitute a similar item and ship the order complete. Please see the "Substitutions" section
below for further details.
Backordered items typically ship in 2-10 business days after the original order was placed. Some cases may exceed one month. The backorder times
vary by manufacturer and time of year.
We can notify you when an out of stock item has come back into stock-simply click on the "Notify Me" link under "Product Tools" on the item's
page and we will send you an email when the item arrives in our warehouse.
Discontinued Items
If you place a backorder with us and we are later informed by the manufacturer that an item on your order has been discontinued and will not be coming back
into stock, we will proceed with your order in one of two ways:
1. If the discontinued item is a majority of your order, your order will be placed on hold and an email will be sent notifying you
that the item has been discontinued. If you receive this notification email and would like to make a change to the order, please contact us and let us know
how you would like to proceed. If we do not hear from you within 7 days, your order will be automatically cancelled.
2. If the discontinued item does not constitute a majority of your order, it will be removed from the order. The order will then ship
as soon as all the other items are in stock. You will not be charged for any items that do not ship out.
Automatic Order Cancellation
Occasionally, backorders will exceed thirty days. This usually indicates that the product is either hard to obtain, has had a delay in manufacturing, or has
been discontinued. We will review all orders that are 30 days old or more and determine whether the items appear to be arriving soon. If the order has been
in the system for longer than 30 days and we have no ETA from the manufacturer for the out of stock items, the order may be cancelled. We understand that you
may forget that you have an order pending and would not be prepared for a sudden charge to your card months after the order was placed. You will receive an
automatically generated cancellation confirmation email if your order is cancelled; if you have not received one of these emails, it is safe to assume your
order is still pending.
Substitutions
With the exception of paintballs, we will not substitute items that are greater than $10.00 in value. We reserve the right to substitute items of like or
greater value for accessory items less than $10.00 in value. We reserve the right to substitute a different color of paintballs of the same quality from the
same manufacturer. If you would like to order an out of stock paintball color for delivery when it arrives, you will need to call (888) 679-4327 to order.
When ordering paintballs online, we assume that you are intending to shoot them in the near future and it is better to show up to the field with something to
shoot rather than nothing at all.
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First, be sure you have logged in and checked your order status. If your tracking information indicates that your order has been delivered,
please check with everyone in your household and with any neighbors to ensure that they did not accept the package for you. Please also check all areas
around your home to ensure that the package was not delivered to you and left in a hidden spot (on the back porch, in the garage, or behind a flower pot, for
example). You should also check with your neighbors just in case they are holding on to it for you.
If your order shipped and it is showing that it was delivered but you have not received your order, we will file a tracer on your behalf.
We will attempt to locate the package and deliver it. If we cannot locate and deliver the package, we will issue a refund for the items contained in
the package. Tracers typically are completed within 5-8 business days, but can take up to 4 weeks.
We will continue to track your original order and if it is delivered to you, we will issue a call tag and we will pick up the second package
from you and return it to us.
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You can cancel your own order online anytime before the order is processed. To do this, simply login to your account and click on "Order Status
and Tracking." Click on the order you wish to cancel and you will see a text box in which you can enter your reason for cancellation. Once you have entered
your reason, click the "Cancel" button and your order will be cancelled. Any authorizations placed on your credit card will be automatically released and you
will see no charges put through.
If you wish to cancel a single item from your order, you can contact us at 888-679-4327 or through our email request form and we can remove
single items from your order. You can also cancel your entire order and re-place it without the item you wish to remove.
If you would like to add an item to your order or switch to a more expensive item, you will need to cancel your order and place a new one. You
can do this yourself or you can call us at 888-679-4327 for assistance.
If your order status is "Processing" or "Shipped," no changes or additions can be made to your order and it cannot be cancelled.
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If you are missing an item from your order, please call us immediately at 888-679-4327. We will initiate an internal investigation on your
behalf. We will check the weight of a properly packed package against the weight of the package missing the item and compare the two to ensure that the
package was missing when it left our warehouse. We will also check our inventory of the item to confirm that we do have an extra one that was not sent.
If the item was not shipped in your original package, we will ship a replacement immediately using the shipping method from the original order.
We will gladly upgrade the shipping if you are willing to pay the difference between the original shipping and expedited shipping.
If we determine that the item was shipped and was lost in transit, we will file a claim on your behalf, depending upon the shipping
method. Claims typically take 2-8 business days to complete, but can take up to 3-4 weeks in rare circumstances.
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If your item is missing any parts that are listed on our website's description, the first step you should take is to contact the manufacturer.
This is because many times they will change the features on an item when new ones are shipped before we have a chance to update the website. If this is not
the case, the manufacturer can ship you any missing elements much faster than we can because we do not always stock the parts that make up some items. In
most cases we will need you to send back the item for an exchange if it is missing something or defective.
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There are three ways you can make changes to your order. As long as your order has not been processed, you can cancel it yourself using the
"Cancel" button on your order status page. You can then simply place a new order with the different items. You can also contact us using our Online Customer
Service Form or call us at 888-679-4327 or 847-437-5510. We do begin processing orders at 7:30 AM most mornings, so oftentimes your order has already been
processed/shipped by the time you are able to call or we are able to answer your email. Because of this, we recommend that you cancel your own order online
and place it again to make changes.
For lower priced items, changes can be made via email. However, for a significant item change, we ask that the card-holder call the store for
our customers' protection or simply cancel your own order and make the changes yourself.
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We cannot combine orders. If you have two orders in our system that you would like to have shipped together, you will need to cancel both orders
and place one new order for all the items. As long as neither order has been processed, you can cancel them yourself on the "Order Status and Tracking" page
or you can call us at 888-679-4327 to cancel and re-place the orders.
It is not possible to combine in stock and out of stock items on an internet order. Any in stock items ordered will be placed in a separate
order from the out of stock items. If either the in stock or out of stock order is under $100, freight charges will apply to it. If you wish to order out
of stock and in stock items together on the same order, you must call us at 888-679-4327 to do so. The free shipping offer will not apply to phone orders,
however.
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Still can't find what you're looking for? Contact us
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