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Frequently Asked Questions
Answers to Common Questions
Shipping Policy1.Shipping Restrictions If there is any special request/permit for the Airsoft shipments, please make sure to provide all the information before placing the Order. We will send you with guns in original condition and package if you don't make any request. For example: "South Korea": requests Orange Tip/ Red Nozzle / Muzzle Velocity below 0.2J, we usually ship our item disassembled and in two package to prevent customs issue. "United States": requests Orange Tip/ Red Nozzle / Trademarks covered / SB199 Law. "Canada": requests the Muzzle Velocity over 366/FPS & below 500/FPS. "United Kingdom": requests UKARA permit. "the Netherlands": requests NABV. "Australia": illegal "Spain", "Italy": FedEx refuses all airsoft guns and parts, please select EMS. “United State”: As long as your ZIP starts with -7, -850 to 893, -900 to 935. All Guns will be rejected by the EMS LA port, no matter how SB199 it fits. Please select FedEx as the shipping method. Otherwise, we may not able to ship the item to you. The buyer should be fully aware of their Local Laws before purchasing the Airsoft products. TRENCH AIRSOFT is not responsible for any fees or Customs duties once the Airsoft products reach the destination country. TRENCH AIRSOFT is not responsible for any Airsoft products seized by the customs, the post office or held at the port. The buyer needs to bear the risk of the return parcel by the Local Custom, or the Local Post office and no Shipping fee will be refunded. If your country has restrictions on Airsoft gun, but you do not want us to follow, we still can still ship to you, but you will not be protected by our policy. No refund and return will be accepted. Please be aware that although we will follow the restrictions of the location countries, the customs may still have the power to seize the package or hold the package without explanation. TRENCH AIRSOFT will charge 30% of the gun prices if you require a refund since the buyer's shipping or custom issue. We only refund after we receive the product, and the product shouldn't be damaged. Damaged or not will judge by TRENCH AIRSOFT 2. Handling time General product: All our General products may take around 5-7 working days before sending, include our Airsoft guns, magazine and parts. Please be patient, and we will handle asap. Once the order finish preparing. We will only refund 70%-90% if you want to cancel. Custom made product: All of our upgraded products may take 2-3 weeks for upgrading or mark curving. Include our Airsoft guns with costume mark, upgraded Airsoft guns, or anything you ask. Please be patient, and we will handle asap. Large order (More than 5 items): We may need extra time to handle large order. We need at least two to five weeks to handle. We will update you as soon as possible. 3. Delivery time It takes about 5-7 business days for the delivery (not including the time in Customs Inspection). < Different delivery times in different countries!!!> The International Mail Division in Taiwan notified: The Canada Post Office receiving and processing speed is very slow about the registered mails (Airmail). Usually, the registered mails (Airmail) will be receiving and processing by Canada Post Office since it is mailed out from the sender about 1~2 month. The web information will not be updated because the delivery information has not been sent by the Post Office of the destination country.Meanwhile, Canada Post web is not a feature for the registered mails (Airmail) tracking. Please select EMS as shipping method for your future orders.If there’s any question, please feel free to contact us. 4. Disassembled Request: If customer want us to ship the item in disassembled or ship it separately, we can follow your request, please contact us by email to let us know. Please be aware that we will not offer return and refund if customer has related request.
Return and Refund1. Return and Refunds The return policy applies to any purchase made through TRENCH AIRSOFT website. We offer a 7 Days Return / Exchange Policy for factory defective items from the date of arrival at your shipping address. To be eligible for a return, please make sure that: 1. The product was delivered in the last 7 days. 2. The product is in its original packaging. 3. The product isn't used or damaged. include damage from local custom. and damage or not will judge by TRENCH AIRSOFT. 4. All returns, for any reason, must be packed with instruction booklets and all other supplied accessories when it was first delivered to you. 5.The receipt or proof of purchase 6. Customer should provide a video of the damage to inform how it is malfunction in order to protect the rights of both side. If customer cannot provide a video, they may not be protected by our return policy. 7. Video must include how to install the BBs, magazine, gas(GBB)/battery(AEG) and how it shoot or malfunction. Contact with us through email@example.com if you need to required the return. Trench Airsoft will only refund or exchange the products after we got the original products. 2. Shipping charges: Shipping charges both to and from TRENCH AIRSOFT Airsoft are non-refundable. You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping. 3. Lack of items: Contact us as soon as you find out your order are incomplete when you received in the last 24 hours. And we will refund the product price to you. 4. Sale items: Unfortunately, sale items cannot be refunded. Only regular price items can be refunded. 5. Customised or Upgrade item: Upgraded items once order is in preparing, we will not be able to refund or return. 6. Refund of Large order: We can only refund 70%, if you purchase more than 800USD(no matter upgrade or standard version). And Refund may take around two to three weeks for necessary process. We highly suggest you contact us first before purchase order. 7. If customers only purchase our upgraded kit, not with the gun, customers may need to install it by themselves. We can offer technical help through email. But every gun has its own tolerance. Sometime, upgrading kit may require modification to install. We will not take responsibility on any wrong installation by customer themselves. We can offer return of the upgrading kit. The refund may depend on the status of the upgrading kit after we receive it.
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