All items listed in the store are domestically shipped via Fedex Ground. Tracking information is made available within 24-48 hours of a shipment being processed by our fulfillment center and is available online. Haganah USA does not presently provide expedited Fedex delivery services.

International orders, including U.S. protectorates, APO/FPO addresses, are shipped via United States Postal Service (USPS). Haganah USA finds that this service is the least expense to our customers and offers the most advantages in dealing with Customs-related issues. Each international USPS shipment includes a U.S. Customs reference number and a USPS tracking number. This information is made available within 24-48 hours of a shipment being processed by our fulfillment center and is available online. All international orders are assessed a flat $28 International fee, in addition to the standard shipping fee. This allows for delivery to most countries worldwide. Those seeking international orders that exceed 5 lbs are asked to call for shipping rates.

Haganah USA is not responsible for packages held up in international customs, or bad or incomplete addresses submitted by the customer. While the USPS tracking numbers allows the customer to track the package to their country, it does not necessarily track activity to the customer’s physical address. Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. Any customs or duty charges are always the responsibility of the recipient.

Prisons
Haganah USA does not deliver to inmates in penitentiaries, but provides individual shipping service to prison guards, jail security, and other law enforcement groups. Interested parties should email Haganah USA at info@fight2survive.com for more information.

Order Problems
If something is wrong with an order that is being fulfilled by Haganah USA, we certainly want to help you. Please read the information below for more on how to proceed.

Do you need to cancel or change an order that has not yet entered the shipping process? Please contact our fulfillment center via email at orders@fight2survive.com or by phone at 888-606-3400.

Did you receive a damaged or defective item? If the item has a damaged or defective part, please contact us immediately by email at orders@fight2survive.com, and include your order number, complete name, and product description. Items shown to be damaged or defective must be returned within 3 days of receipt. All DVDs are governed by the return policy stipulated on the introduction of the DVD.

Did you receive the wrong item or an item you didn't order? We'll ask you to indicate the number of items you're returning, as well as whether they arrived instead of or in addition to items that you did order. Please email us at orders@fight2survive.com. We will also ask you whether you need a refund or a replacement sent to you.

Are you missing an item? Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock at different fulfillment centers, we may have split your order into multiple shipments, which we would indicate on the packing slip. If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized. You can track your package online.

Wondering where your order is? If you have not yet received your order at all and think that you should have by now, visit the relevant order summary using the link provided to you in your order confirmation email. Here you will find shipment tracking numbers when the carrier has made them available.

Need further assistance? Please email us at customerservice@fight2survive.com if your questions are not being met via our orders@fight2survive.com address. Please include as much information about your problem or concern.

Refund Policy
We can process returns and refunds only for items directly purchased from our site, fight2survive.com. Items that are purchased at an Authorized Training Center must be returned to that school for a refund.

For orders purchased online, we'll notify you via e-mail of your refund once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 14 business days of our receiving your return. Returns of merchandise purchased with a Haganah gift card, will be credited to a new Haganah gift card.

If the return and refund do not appear in your account or your mailbox after 4 weeks from the day you sent us your return, please contact us for further assistance.

How Refunds Are Calculated
The amount of your refund depends on several factors:

The cost of return shipping is deducted from your refund unless the return is the result of our error.
Items that are damaged, missing, or inoperable will receive a full refund for the amount paid on the item at the time of purchase. All items must be returned to us before refunds are available. DVD sets in which there are one or more DVDs that are inoperable can be exchanged. The original DVD(s) must be postmarked to us within 3 days of receipt. Shipping and handling will not be charged to the customer in instances of makegoods.

If you returned only one item from a multi-item shipment, you will be reimbursed only for the per-item shipping fee for the item you returned and not the per-shipment fee.

If you used a gift certificate to pay for all or part of an item you want to return, that part of your refund will be credited to your account for use on a future purchase.

If you return an order that was placed using a promotional certificate or discount, you will not be refunded for the amount of the promotional offer, as these discounts were deducted from the original purchase amount. Any unexpired promotional funds used on the order would, however, be returned to your account for use toward future qualifying purchases. Please note that the original expiration date still applies.

Undeliverable Packages                                                                                                                                                                              Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund (including shipping charges).

We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our Web site.

If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us at orders@fight2survive.com.

Why Was My Package Undeliverable?
Our carriers may deem a package undeliverable for one of the following reasons:
Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.
To remove an outdated or incorrect address from your account, click on your account profile and make the appropriate adjustments to your saved address(es).

Address Format. If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. Remember, all domestic orders are shipped by Fedex Ground which do not deliver to PO Boxes. To ensure that such packages are routed through the proper carriers, please enter the box number as "PO BOX" followed by the number.

Entering APO & FPO Addresses Correctly
Having trouble entering an APO or FPO address on our order form? Following these steps should help:
• Enter the recipient's full name and address in the relevant fields.
• Enter "APO" or "FPO" in the City field.
• Enter "AE" in the State/Province/Region field if the recipient is stationed in Europe, Canada, Africa, or the Middle East. Enter "AA" if the recipient is stationed in the Americas. Enter "AP" if the recipient is stationed in Asia or the Pacific.
• Regardless of where the recipient is stationed, select "United States" from the Country drop-down menu.
All shipments to APO/FPO addresses are sent via U.S. Priority or First Class Mail.

Failed Delivery Attempts. Fedex usually makes three attempts to deliver a package. Packages that contain a substantial value of merchandise will usually require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.
Refused by Recipient. If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If another resident of your address is unaware of the company or package they may refuse the order. We do not re-deliver to addresses that have been refused by the recipient. You will need to produce an alternative address for future orders.

Payment Methods We Accept
Haganah USA accepts American Express, Diners Club, MasterCard, Visa, Visa Check Cards, money orders, or cashier's checks denominated in U.S. dollars and drawn on a U.S. bank. We do not accept personal check, and are not responsible for the return of a personal check should one be mailed to us. We do not currently accept direct wire transfers. Those interested in sending money orders or cashier’s checks should do so to the following address: Haganah USA Fullfillment Services, 18102 Chesterfield Airport Rd, Suite O, Chesterfield, MO 63005. Expect a minimum 10 working day delay for processing of all money order or cashier’s check orders.