Refund and Return Policy

General Information

We take great pride in our customer service, quality and value. If for any reason you are dissatisfied with a purchase, we’ll assist you with a prompt refund or exchange. Not all sales are final. We WILL help with any problems that arise and will try our best to make your visit to our store a good one! If you feel something went wrong, please email shop@hak5.org and you will get a prompt response. We're happy to help! Just ask :)

Please do not open a paypal dispute! These only add additional time to processing problems, and paypal ends up charging us extra fees, which hurts our store and the hosts of Hak5. We WILL take care of any problems through email communication.

Returning your merchandise

Place your items in a secure package removing or covering any labels.

Attach the shipping label on the outside of the package.

Please send your package via a prepaid, insured, traceable method to the appropriate address below. This is crucial! If we do not receive your return, we cannot guarantee a refund or exchange for the purchase. Please mark the return as 'return merchandise'. We understand shipping is expensive overseas, and there are many cost effective options that are insured in many countries. Please shop around!

Send to the following address:

Hak5 c/o Darren Kitchen - Returns
15501 San Pablo Ave #G325
Richmond, CA 94806

Please retain the applicable tracking number from your return label to track your package. To track your package visit:
UPS – www.ups.com
U.S. Postal – www.tracking.smartlabel.com
Fedex – www.fedex.com

In your box, include an RMA number that matches your order number (found in the subject line of your confirmation emails). Also, state whether you would like a refund or exchange.

Exchanges

If you have an exchange no additional shipping & handling charges will be incurred from us. We will ship your new item free of charge. You must return the original product before we can ship a replacement.

Exchanges will be shipped to you as soon as we receive and process your return.

You will receive a new tracking number via email from us as soon as your exchange is shipped.

Refunds

Shipping and handling charges are non refundable on a return when shipping the item back to us.

We will refund the original shipping charge.

A credit will be issued as soon as we receive and process your return.

Please allow up to two weeks for a refund to appear on your account.

Special offers (ex. $5 off a $50 order) may be subject to reduction by a return / exchange.

Due to the soldering needed on the Throwing Star LAN Tap, this item is non-refundable, unless the item was damaged in shipping. We apologize for any inconvenience this may cause.

We are happy to replace other electronic devices and unworn clothing items within 60 days of purchase.

We refund payments through paypal. If you would like a refund, please include your paypal email address in the box.

Warranty

We will offer refunds or exchanges for products up to 60 days after purchase.

Lost Packages

If, for any reason, you never received your package, we can help you sort this out.

If your package hasn't arrived yet and you're worried about receiving it:

Please give the shipment time to arrive. Orders take different amounts of time to arrive depending on your carrier choice and location. Please view our Shipping Guide for information.

Was the address we shipped it to correct? If not, it may be delivered back to us as "Not Deliverable as Addressed" or "Return to Sender - Unknown".

Bring it to our attention. We leave tracking your order up to you after we have sent it out. Email us regarding your inquiry and attach your original receipt with Order Number.

Call the shipping company (UPS, USPS) and give them the tracking number to verify the information is correct. They may be able to tell you where your package is as well. This will also verify that your package may be waiting at your local UPS or USPS office for pickup.

Delivery estimates are for business days (Monday through Friday). If shipped via UPS, insurance is automatically added to your package. We can file a claim on your behalf with UPS. USPS orders are not insured but we will work with you to resolve any issues.

Try filing a "File 1510" with USPS. This is a package trace. A 1510 may take several months to complete an investigation. The post office will search for your package from our local office to you. They will check all offices in the path to verify the package isn't waiting or undeliverable. If they find the package, it is immediately delivered to you. The 1510 is free to file and no charges would be incurred for postage.

We can not be held liable for items listed as 'delivered' via USPS. Items listed as 'delivered' are considered closed and completed orders. If you find an order is listed as delivered on the USPS website but you cannot find your package, please file a claim with USPS.

Thank you for taking the time to read our policy! Questions can be directed to shop@hak5.org.

Regards,