Shipping & Returns Policy
Effective Date: June 22, 2026
This Shipping & Returns Policy explains how Trophy Gear Origins / TGO handles order processing, shipping, delivery, returns, refunds, and order issues.
By placing an order, you agree to this Shipping & Returns Policy and our Terms of Use.
Order processing and production
TGO operates as an online store and dropshipping seller. Products are manufactured, stored, packed, and shipped by ENSIS Gear and other production partners located in Ukraine.
Some products may be made to order, assembled after purchase, or configured based on the options selected by the customer.
Estimated production and preparation time is 5-7 weeks before shipment, unless a different estimate is shown on the product page or during checkout.
Production and preparation times are estimates. Delays may happen because of production load, material availability, quality checks, supplier issues, customs issues, carrier delays, holidays, force majeure events, or other reasons outside our control.
Shipping destinations
We only ship to countries available at checkout.
If a country is not available at checkout, we do not accept orders for delivery there.
We do not ship to sanctioned, restricted, unsupported, or high-risk destinations. We may refuse, cancel, or refund any order if the destination, buyer, payment, shipping route, carrier, or transaction creates a sanctions, export-control, customs, fraud, legal, compliance, or operational risk.
We do not knowingly ship to countries or parties subject to applicable sanctions, embargoes, trade restrictions, or other legal restrictions.
We may cancel an order even after payment if we determine that the order cannot be shipped safely, legally, or reliably.
Restricted destinations and local laws
Customers are responsible for checking their own local laws before placing an order.
Our products are tactical and load-bearing soft goods. In many countries, this type of gear may be legal to purchase, import, receive, own, and use. However, laws and import rules vary by country, region, state, and local jurisdiction.
By placing an order, you confirm that the products you order may be lawfully purchased, imported, received, owned, and used in your country or location.
You are responsible for all local laws, import rules, customs rules, sanctions rules, and other legal requirements that apply to your order.
We cannot guarantee that any product is legal to purchase, import, receive, own, or use in every country or jurisdiction.
Shipping rates and delivery estimates
Shipping rates are calculated and shown at checkout, where available.
Delivery time depends on the destination country, shipping method, customs processing, and carrier.
Most international deliveries take about 7-21 business days after shipment, but this is only an estimate. Delivery may take longer because of customs, border delays, carrier delays, holidays, local postal delays, war, security checks, weather, or other events outside our control.
Tracking
After your order ships, we will send tracking information to the email address used at checkout.
Tracking may take time to update after the shipment is created.
Customers are responsible for monitoring tracking and contacting the carrier or local postal service when local action is required.
Customs, duties, and import taxes
Customers are responsible for all customs duties, import taxes, VAT, brokerage fees, carrier fees, local taxes, and other charges applied by their country or carrier.
These charges are not included in the product price or shipping price unless clearly stated otherwise at checkout.
We are not responsible for delays caused by customs, import checks, border processing, unpaid duties, or local authorities.
Incorrect address, refused delivery, and failed customs
Customers are responsible for providing a complete and accurate shipping address.
We are not responsible for delays, failed delivery, lost packages, or return-to-sender events caused by incorrect, incomplete, outdated, or undeliverable addresses.
If a package is returned to us because of an incorrect address, refused delivery, unpaid customs charges, failed customs clearance, missed pickup, or a customer failure to complete local delivery requirements, the customer must contact us by email to request a refund or reshipment.
No refund or reshipment will be processed automatically in these cases.
If we receive the returned package back in acceptable condition, we may refund the product price after deducting original shipping costs, return shipping costs, customs charges, carrier charges, payment processing costs, and any other unrecoverable costs.
If the package is not returned to us, or if it is lost, seized, abandoned, destroyed, or held by customs or a carrier, a refund may not be available.
Lost, stolen, or damaged packages
Once an order has been handed to the shipping carrier, the package is in the carrier's control.
We are not responsible for packages that are lost, stolen, delayed, damaged, or marked as delivered by the carrier after shipment.
If tracking shows that a package was delivered, but you did not receive it, please check with the carrier, local post office, delivery location, neighbors, building reception, parcel locker, or local delivery service first.
If a package appears to be lost in transit, contact us and we will review the case. We may ask you to contact the carrier or local postal service and file a claim.
Refunds or replacements for lost, stolen, delayed, or carrier-damaged packages are not guaranteed and will depend on the carrier investigation, tracking records, insurance status, and the details of the case.
Returns
You may request a return within 30 days from the delivery date.
The delivery date is based on the carrier's tracking record.
To request a return, contact us before sending anything back. Do not send products back without return instructions from us.
Return requests must include:
- order number
- customer name
- email used for the order
- reason for return
- photos, if the issue is visible.
Return condition
Returned products must be:
- unused
- clean
- unwashed
- free from odor
- free from field use
- free from damage caused by the customer
- returned with all included components
- returned with original packaging where possible.
We inspect returned products before approving a refund.
We may refuse a return or reduce the refund if the product is used, damaged, dirty, missing components, altered, washed, field-worn, or not in a condition suitable for resale.
Made-to-order and configured products
Some products are made to order or configured based on the options selected by the customer.
Configured or made-to-order products may have limited return eligibility unless the item is defective, incorrect, damaged before delivery, or return is required by applicable law.
If you want to cancel or change a configured or made-to-order product, contact us as soon as possible. We may not be able to cancel or change the order after production has started.
Bundles
If you purchased a bundle, all bundle components must be returned together unless we agree otherwise in writing.
Partial returns of bundle components may not be accepted or may reduce the refund amount.
Return shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is caused by our mistake, a confirmed defective item, a confirmed incorrect item, or required by applicable law.
For confirmed defective or incorrect items, we may repair, replace, refund, or provide other instructions depending on the case.
Refunds
Refunds are issued only after we receive and inspect the returned product, unless we agree otherwise in writing.
Approved refunds are issued to the original payment method when possible.
Refund processing may take 5-10 business days after approval, depending on the payment provider and your bank.
We may deduct original shipping costs, return shipping costs, customs charges, carrier charges, payment processing costs, and other unrecoverable costs where allowed by law and where applicable under this policy.
Defective, damaged, or incorrect items
If your item arrives defective, damaged, or incorrect, contact us within 14 days of delivery.
Please include:
- order number
- description of the issue
- clear photos of the product
- photos of the packaging if the package arrived damaged
- any other information needed to review the issue.
If the issue is confirmed, we may repair, replace, refund, or provide another reasonable solution.
Normal wear and tear, misuse, improper care, modification, field damage, incorrect installation, or damage caused by the customer are not considered manufacturing defects.
Freight forwarders, third-party warehouses, and rerouting
If you ship an order to a freight forwarder, parcel locker, third-party warehouse, reshipping service, or any address used to forward the package to another destination, our responsibility ends when the package is delivered to the address provided at checkout.
If a package is forwarded, rerouted, reshipped, or moved to another country after delivery to the original checkout address, returns, replacements, refunds, and lost package claims may be limited or unavailable.
Orders may not be forwarded, resold, exported, rerouted, or transferred to countries that are unavailable at checkout, restricted by law, sanctioned, embargoed, or otherwise unsupported by us.
We reserve the right to refuse or cancel orders that appear to involve forwarding, rerouting, sanctions risk, export-control risk, fraud risk, or unsupported destinations.
How to start a return or report a problem
To start a return or report an order problem, contact us before sending anything back.
Use the contact information on our Contact Us page or email us at:
We will provide return instructions if the return is approved.
Changes to this policy
We may update this Shipping & Returns Policy from time to time.
If we make changes, we will post the updated version on this page with a new effective date.
Contact
For shipping, return, refund, or order questions, contact us through our Contact Us page or email: