FAQ


What is the return policy? 

Please see our Return Policy at the bottom of our site.  In general, our return policy allows for return of damaged or defective items within 20 days of receipt.

When will I receive my order?

Because we look world-wide for the best quality at the lowest price, shipping occurs from both our domestic and international partners. The majority of our products are from domestic partners and the shipping is the ‘normal’ time options (2-8 business days depending on the shipping option you select).  For our international partners, the shipping time and options will be longer obviously.  Please see our Shipping Policy for more details.

What do I do if I never received my order? 

Every shipment is tracked by the carrier chosen by you when you purchased the item(s), and you will receive an email with the tracking number once your item(s) have shipped.  We will endeavor to find out where your package is in the shipping process and keep you up to date on what we discover, however keep in mind we do not control the carrier timelines or any delivery issues they may have.  If the carrier shows that the item has been delivered, and you cannot find it, please contact the carrier for more information on the actual drop off.  We are not responsible for items that are delivered properly, but either stolen or secured by persons other than the intended receiver.  

What do I do if I received a defective order? 

Please see our Return Policy, but in general our return policy allows for return of damaged or defective items within 20 days of receipt.

How do I make changes to an order I’ve already placed? 

If you wish to make changes, we will try our absolute best to catch up to the order before its actually placed with one of our domestic or international partners.  If we can intercept the order, we will effect whatever changes you wish. If however, our partners have already processed payment and/or shipped your time, we will not be able to amend the original order.

Are all these products legal?

The short answer is it depends.  While we offer products that meet all federal guidelines (for instance, blade length), as our Terms of Service makes clear, it is the buyer's responsibility to ensure the product they are buying doesn't violate local, county, or state law.  A good example is lock-pick sets.  The majority of states allow possession, and only make it crime to use them with 'intent' to commit a crime (meaning if you're crawling through a kitchen window and have the set in your possession).  However, there are some states that ban the mere possession of the tools.  We don't list legal allowances for our items here because laws change at every level from county to state, and there is a great deal of misinformation and self-appointed 'lawyers' out there with inaccurate advise, and we don't want to mislead anyone at the time of this writing.  Best practice is to check the laws that apply to you and your location.

How do I contact your company if my question isn’t answered here? 

We welcome all questions and feedback!  Please e-mail our offices at custsvc@gendeffe.com any time, or use the contact form below!

Safe home and travels!