Frequently Asked Questions
What are your hours of operation?
Our website operates 24/7. In addition, we have Sales and Customer Service Representatives available to answer questions Monday - Friday, from 9am to 5pm pst.
Can I place an order over the phone?
Yes. Simply call us Toll-Free at (800) 270-2889. A Sales Representative will gladly assist you in placing your order over the phone.
Do you have a store that I can visit?
In order to keep our prices as low as possible, we do not have a retail store. We provide our web site visitors with full descriptions of our products along with high-resolution photographs. We do offer local customers the option to pick-up orders at our location in Simi Valley, CA.
Do you charge State Sales Tax?
By law, we are required to collect sales tax when an order is shipped to a California Address. We do not collect sales tax for orders shipped outside of California.
What types of payment do you accept?
We accept: MasterCard, Visa, Discover, American Express, and most Bank Cards. In addition, we accept Checks and Money Orders, however orders will not be shipped until payment is received and verified.
Do you accept purchase orders?
Yes. We accept purchase orders. To place an order by Purchase Order, simply add items to your shopping cart. Then, during the checkout process, select Purchase Order as your payment option and enter the purchase order number. A Sales Representative will contact you if additional information is needed.
Do you offer quantity discounts?
While our regular prices are already discounted, we do offer additional discounts when you order more than 1 of the same product. To inquire about large quantity discounts, please send an email to Sales@EssentialPacks.com or call (800) 270-2889.
Is this web site safe and secure?
Absolutely! Our site uses a dedicated SSL Certificate issued by Thawte, that encrypts all of your information entered during the purchasing transaction. In addition, Symantec (Norton) has specifically certified that our web site is Safe for both Privacy Protection and Transaction Protection! Also note that we do not store credit card information in our system and we never share, or sell your personal information with anyone!
What types of confirmations do you provide when placing an order?
The last step in the checkout process will ask you to confirm your order. Prior to doing so, we display all of the costs associated with your order (Total cost of merchandise, Tax (CA Only), and Shipping. In addition, We send you a confirmation email once we receive your order, and another one once your order is shipped.
What Delivery Service do you use to ship orders?
We ship most orders using UPS Ground Services. Due to the weight of Emergency Preparedness Kits, UPS Ground is the most cost effective method of shipping most orders. Please note that UPS will not deliver to PO Boxes, so please provide a physical address to deliver your order to. At our descretion, we reserve the right to use other shipping companies who provide similar shipping services and delivery times. For larger orders, we may use a freight shipping service.
How is the Shipping Fee Calculated?
The Shipping Fee is calculated based on the Ship To Location and the size and weight of the items ordered.
How long does it take to ship my order?
90% of our orders are shipped the same day. Since we build our kits as they are ordered, larger kits, or large quantity order will take longer. Keep in mind that Emergency Preparedness Kits that contain food and water supplies are built-to-order, which ensures that you kit arrives with the full 5 year-shelf life. If you have any questions about the shipping time of your order, please contact us at CustomerService@EssentialPacks.com.
Can I track the shipping progress of my order?
A UPS tracking number is emailed to you once your order is shipped. The email address for UPS is www.UPS.com.
Can I return my order?
Essential Packs customers can return defective products within 30 days of purchase. If you purchased a defective product, please email CustomerService@EssentialPacks.com. A specialist will get back to you within 24 hours to resolve the problem quickly.