Frequently Asked Questions

*If you've received a tracking code, please wait for one to two days for tracking code to be activated.

*We may need one to two weeks to handle a new order and customized order may take longer, shipping will take another one to three weeks. Please contact us if you have any concern.

1.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:

United States: requests Orange Tip/ Red Nozzle / Trademarks covered / SB199 Law.

Canada: requests the Muzzle Velocity over 366/FPS & below 500/FPS.

Japan: requests the Muzzle Velocity below 0.98j&300/FPS.

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 Kingdom: requests UKARA permit.

The Netherlands: requests NABV.

Spain, Italy: please select EMS.

Australia: airsoft is illegal

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 UPS 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 Shipping charges will not be refunded 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 3-7 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 2-6 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. Depend on the modification.

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.

When import the product form the aboard, the local customs will may ask the buyer to pay for the customs duty or some people will call it a tariff. The buyer should take responsible to pay it ,because this kind of charge is not charged by us, it is asked by the local government.

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.

*Please be aware that refund will only be sent when the item arrive back to our workshop.

*Please contact us before you disassemble and return the item. We need a video or photos for reimport purpose. If you do not cooperate with that, the return process may extend to more that a month.

1. 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 customer-service1@trenchairsoft.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.

Information Collection And Use

We collect several different types of information for various purposes to provide and improve our Service to you.

1.Types of Data Collected Personal Data While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you ("Personal Data"). Personally identifiable information may include, but is not limited to: -Email address -First name and last name -Phone number -Address, State, Province, ZIP/Postal code, City -Cookies and Usage Data -Usage Data

We may also collect information on how the Service is accessed and used ("Usage Data"). This Usage Data may include information such as your computer's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

2.Tracking & Cookies Data We use cookies and similar tracking technologies to track the activity on our Service and hold certain information.

Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.

Examples of Cookies we use: -Session Cookies. We use Session Cookies to operate our Service. -Preference Cookies. We use Preference Cookies to remember your preferences and various settings. -Security Cookies. We use Security Cookies for security purposes.

3.Use of Data TRENCH AIRSOFT uses the collected data for various purposes: -To provide and maintain the Service -To notify you about changes to our Service -To allow you to participate in interactive features of our Service when you choose to do so -To provide customer care and support -To provide analysis or valuable information so that we can improve the Service -To monitor the usage of the Service -To detect, prevent and address technical issues

4.Transfer Of Data Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction.

If you are located outside Taiwan and choose to provide information to us, please note that we transfer the data, including Personal Data, to Taiwan and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

TRENCH AIRSOFT will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.

5.Disclosure Of Data Legal Requirements

TRENCH AIRSOFT may disclose your Personal Data in the good faith belief that such action is necessary to: -To comply with a legal obligation -To protect and defend the rights or property of TRENCH AIRSOFT -To prevent or investigate possible wrongdoing in connection with the Service -To protect the personal safety of users of the Service or the public -To protect against legal liability

6.Security Of Data The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.

7.Service Providers We may employ third party companies and individuals to facilitate our Service ("Service Providers"), to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used.

These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

Analytics We may use third-party Service Providers to monitor and analyze the use of our Service.

Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service.

This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network.

You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about visits activity.

For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: https://policies.google.com/privacy?hl=en

8.Links To Other Sites Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

9.Children's Privacy Our Service does not address anyone under the age of 18 ("Children").

We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

10.Changes To This Privacy Policy We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the "effective date" at the top of this Privacy Policy. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

Please let us know which item you want. We will reply you as soon as possible.