If you have any problems, concerns, or questions regarding products you receive from us, please contact us as quickly as possible so that we can help you out! We are committed to providing world-class customer service. We will work to make sure that every one of our customers is treated fairly, and we will take every reasonable step that we can to make sure that every customer is 100% satisfied.
If products arrive in boxes that are damaged, PLEASE REFUSE SHIPMENT. We cannot accept returns on items that are physically damaged (they were not damaged when they left our facility- we checked!). If delivery is accepted and the product is damaged, please notify us within forty eight (48) hours of receipt so that we can help you contact the carrier (i.e. UPS) and work with you to file an insurance claim. Please keep all packaging materials- don’t throw anything away!
If you received the wrong items...
We don’t make mistakes so we’re speaking hypothetically here… IF the item you received is not what you ordered, please contact us immediately so that we can arrange for return shipping and get the right product headed your way. We'll cover all of the costs involved.
If an item you receive doesn't work...
We work hard to ensure that products we sell are complete and in working condition before we ship them. If, however, you receive a product that is defective (i.e. will not turn on), please call or email us immediately (within 14 days) to let us know. We will arrange for return shipping (we’ll probably send you a UPS return label) and start working to get a replacement to you ASAP. Items that have been put into service and are thought to be defective fall under the manufacturer’s warranty, if there is one available (and almost all of our products come from top-tier manufacturers with robust warranties). If you do have problems with a product after you’ve started using it, please let us know. In some instances we may have you return the item to us so that we can send it to the manufacturer. In all cases we will work with you and the manufacturer to get the issue resolved. Repair, a replacement, or a refund will be at the discretion of the manufacturer based on the results of their evaluation.
If you aren't satisfied with the item you ordered...
If you bought an item and you’re just not satisfied with your choice, return it to us in its original condition within 14 days and we will refund your money less shipping costs. If the item is not in original condition (i.e. the item shows signs of use or the packaging is damaged) we may, at our discretion, refuse the item or charge a 15% restocking fee.
Refunds on Training
If you register for a class and then need to cancel, please let us know immediately. We will do our best to work with you to come up with an equitable solution. We know that things beyond our control happen sometimes, but understand that training cancellations cost us money- unless we have the opportunity to fill the slot you’re vacating. Our policy on refunds for course fees is as follows:
For cancellations 60 days or more prior to the start of the class, we will refund the full course fee (100%).
For cancellations more than 7 days and less than 60 days prior to the start of the class, we will refund 50% of the course fee.
There are no refunds for cancellations less than 7 days prior to the start of a class.
For Situations Not Already Mentioned
For situations or issues that are not within the scope of the policy listed above, Telluric may, at its sole discretion, allow or deny refunds. Please email us or give us a call so that we can make a determination and provide you with instructions on how to proceed.
Some of our products are restricted to government users (military/ LE/ security) and require an end use certificate. In accordance with International Traffic in Arms Regulations (ITAR) and other export controls, many of our products (including training) cannot be exported or provided to non-US citizens without a valid export license. Sales on this website are for delivery to US addresses only. For export sales or training for non-US citizens, please contact us.