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Frequently Asked Questions About Shopping at LoadUp.com
Top Questions
  1. How do I order?
  2. How long does delivary take?
  3. How Do I find what I'm Looking for?
  4. What is the status of my order?
  5. How do I exchange an item?
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  1. What type of merchandise do you sell?
  2. What kind of condition is the surplus merchandise in?
  3. How do I order?
  4. How do I search for merchandise?
  5. How can I pay? Is it safe to use my credit card?
  6. How long will it take to get what I order? How much is shipping?
  7. What about your returns policy?
  8. How can I check the status of my order?
  9. Sales Tax?
  10. How do I contact Customer Service?

1. What type of merchandise do you sell?

We sell most government surplus and military surplus merchadise. The surplus merchaise is mostly from the United States and Europe.

2. What kind of condition is the surplus merchandise in?

Often the merchandise in new, but been stored in a military warehouse for years. Some items may have been use by soldiers. We inspect all items to make sure they are in good condition and that it meets our standards. However you may find some imperfections, scratches, repairs, fading or battle scars from time to time. Thats just how surplus is, thats whats make it so wonderfully unique. We recommend washing or dry cleaning some items before using, as they may smell musty due to long shelf storage. All our merchandise is sold 'as is' and you can return it for any reason.

3. How do I order?

It's fun and easy to order at LoadUp.com. If this is your first time buying something, or if you're sending a gift to a friend, you'll want to place items in your shopping cart and proceed to checkout through our web store.

4. How do I search for merchandise?

If you know what you're looking for, simply enter a term or two into the search box you'll find on most pages of our site and click on the Go! button.

Don't know exactly what you're looking for? Browse thought the 'Categories' links below the Search link.

5. How can I pay? Is it safe to use my credit card?

All prices in our store are listed in US dollars. We accept American Express, Diners Club, Discover, Japanese Credit Bank, MasterCard, Visa, and checks or money orders denominated in U.S. dollars and drawn on a U.S. bank. Checks must also have a valid nine-digit bank routing number (ABA code), located along the bottom.

Shopping at LoadUp.com is safe. Every credit card purchase you make at LoadUp.com is backed by the LoadUp.com Safe Shopping Guarantee.

Shopping with LoadUp.com is absolutely safe. We guarantee that every transaction you make at LoadUp.com is safe. That means if fraudulent charges are ever made to your card, you will not have to pay for them.

Plus, you'll be one of out many customers who have safely shopped with us without credit card fraud.  If you feel more comfortable, you may fax us your credit card number. Once you have fully submitted your order, you will be provided with our fax number so that you may provide us with your credit card number.

6. How long will it take to get what I order? How much do you charge for shipping?

Most orders ship within two days of us receiving your orders (Holiday orders can be significantly delayed. We are closed Dec 24th-Jan 5th. Orders placed between Dec 20th and Jan 15th can be delayed 1-3 weeks). If we are out of stock on the item, we will email you with availability and ask what you would like us to do.

Shipping is based on your zip code, the method you choose to ship the order and the weight of your order. You can check shipping by entering your zip code, state and shipping method on the check-out page. Then hit the 'Update for shipping button'.

7. What about your returns policy?

Our returns policy is simple.

  • 30 day money back guarentee
  • Please e-mail us for an RMA# before returning any items
  • Shipping charges are non-refundable, even if the item is defective.
  • Any fee's charged to us by a third party during the return will be charged back to the customer.
  • Return merchandise must be shipped freight prepaid. Any returns shipped freight due or without a valid RMA# will be refused
for a full refund of the returned merchandise. Please note that we can process returns and refunds only for items purchased from LoadUp.com.

8. How can I check the status of my order?
Email LoadUp's customer service at: help@LoadUp.com with your name and invoice number and put "status of order" in it and we will email you back you order status. We ususally get back in less than a work day. You should received a email after your order is placed. A tracking email will be sent after your order ships, unless you specify not to be contacted by email. (Verizon customers note: If you use Verizon as your ISP, please be aware that they refuses email from most legitimate email servers, we recomment using anyone for email except verizon.net)


9. Sales Tax?

We are required by law to collect state sales tax for deliveries made to our customers in California.

10. How do I contact Customer Service?

If you didn't find the answer to your question on this page, please send us an e-mail. We'll be happy to help you.

 

11. International orders?

For international orders our our products are shipped F.O.B. our warehouse. Any damage to a package after it leaves our warehouse is the responsibility of the customer. Claims for freight damage are also the responsibility of the customer. Loadup will do everything possible to aid in this process, however, our responsibility ceases when the package leave our facility.

12. Charge Back?

A charge back occurs when the credit card holder disputes a charge to their credit card. Typically these are because you don't recognize/remember purchasing anything from LOADUP by the time your statement comes. Unfortunately, a charge back generates a lot of paper work for the all the parties between the credit card holder and us LOADUP. To cover the extra work it takes to process the paper work, the bank charges us a fee of $20, which we need to pass on to the customer. To avoid this, please retain your receipt from the order so you recognize LOADUP on your credit card bill and avoid creating the charge back fee to us.


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