Frequently Asked Questions

Updated: May 17, 2020

Welcome to Preparion!

Whether you’re planning for an emergency, looking for answers, or just want to know how we operate… we have you covered.

Most Asked Questions
How can I contact you?

Reach us Online.

Send an email: support@preparion.com

Write us at:

Preparion LLC
2870 NE Hogan Dr Ste E-401
Gresham, OR 97030-3173

Is there a money back guarantee?

Of course! Shopping online can be challenging, and even though we do our best to help you make an informed decision, sometimes things just don’t work out.  If you’re not happy with your order, simply return it to us within 30 days, and we’ll refund 100% of your purchase.

What are my payment options?

We accept the following forms of payment:

What taxes do you collect?

We don’t collect sales, consumption, or use taxes at checkout.  The State of Oregon doesn’t impose these, and we don’t currently have a nexus in any other state.  Your state may still require you to independently report and pay tax on your purchases.

Can I change or cancel my order?

In most cases, we’re usually not able to cancel or make changes to your order after you’ve placed it.  If your order hasn’t been prepared for shipment, there’s a small chance that it can still be modified or cancelled.  Contact Us to find out.

How do I return my order?

If your order wasn’t what you expected, no worries! Simply repack your order in the box it came in (or use one of your own), include the packing slip, and then send it to:

Preparion LLC
2870 NE Hogan Dr Ste E-401
Gresham, OR 97030-3173

Before you send your order back, we’d love to hear from you. If you don’t reach out to us first, we can’t make things right… and that would make us sad.

Helpful Links:

  • Find the nearest UPS Dropoff Point, or call (800) 742-5877 to arrange a pickup.
  • Find your local Post Office, or call (800) 275-8777 to schedule a pickup.
What can't be returned for a refund?

We’re sorry, but we don’t accept returns on these items:

    • Food or beverage products that have been opened.
    • Items that were noted as clearance or discontinued.
    • Single-use items which have been opened or used.

Examples of single-use items:  glowsticks, hand warmers, disposable gloves, face masks, hygiene products, toiletries, etc.

How long does it take to get a refund?

No one likes waiting for a refund, but we’ll need to inspect and process your return first.  This may take up to 3 business days to complete.  If you paid with a credit or debit card, your card issuer may require an additional 7-10 days before making funds available to you.

How do I write a product review?

Writing a review is quick and easy.  Plus, we love feedback!

    1. Go to the page of the item you want to review.
    2. Scroll down to the info tabs.
    3. Look for a tab titled: “Discussion“.
    4. Click on this tab.
    5. You’ll see links to leave a review, ask a question, or post media.
    6. Choose a star rating, and click on it.
    7. A text box for your review will open.
    8. Create a title, write a review, and add a photo or video if you’d like.
    9. Click on the blue “Save Review” button, and you’re done!
Ordering
What if I have question about an item?

You can always reach out to us directly, but asking your question publicly, benefits everyone!  Others may have a similar question, or they might share an answer based on their own personal experience.  Of course, we’ll still answer your question too!

    1. Go to the page of the item you’re asking about.
    2. Scroll down to the info tabs.
    3. Look for a tab titled: “Discussion“.
    4. Click on this tab.
    5. You’ll see links to leave a review, ask a question, or post media.
    6. Click on the “Ask a Question” link.
    7. A text box for your question will open.
    8. Ask your question, and attach a photo or video if you’d like.
    9. Click on the blue “Save Question” button, and you’re done!
Do you allow backorders?

No, we don’t allow backorders.  If an item is out of stock, it won’t be available for purchase.  If an item goes out of stock after you’ve placed an order, we’ll remove that item from your order, and ship any remaining items to you.

What do I do if the item I want is out of stock?

We’d love to let you have it, but obviously we can’t.  What we can do though, is let you know when it’s back in stock.  Look for a link below the stock status.  If you click on it, you’ll be able to add your email address to our notification list.

When the item you want is available again, we’ll automatically send you an email letting you know.  This won’t reserve the item for you, but you won’t be obligated to purchase it either.

How do I use my promotion code?

Using a promotion or coupon code is easy as 1-2-3!

    1. Go to your Shopping Cart.
    2. Under the green “Proceed to Checkout” button, you’ll see a coupon box.
    3. Enter your code in this box, and click “Apply Coupon“.

Now you’re not only getting prepared, you’ll be saving too!

When will my item go on sale?

Unfortunately, not all of our sales are planned — sometimes they’re completely random.  Your best chance to stay in the loop, is to subscribe to our mailing list.

    What happens if an item goes on sale after I buy it?

    Don’t you just hate when that happens?  We’ve got your back:

    If the price on our website drops within 10 days of your purchase, we’ll be happy to refund you the price difference.

    Why did an item disappear from my shopping cart?

    We’re sorry this happened!  Our shopping cart operates in real time, and only shows what’s in stock at the moment.  It’s possible we adjusted the inventory count, removed it from our catalog, or another customer purchased the last one.

    Unless you’ve completed the checkout process, placing an item in your shopping cart doesn’t always mean that it’s reserved for you.

    Can I buy a gift card or gift certificate?

    We’d love to sell you one, but we don’t currently offer this type of service.  We’re always looking for ways to excite and motivate people to prepare — so this may change.

    Do you have a catalog?

    Our website serves as a virtual catalog, and it’s the only one we currently offer.  Our entire product line can easily be searched by category or keyword, and most items can be filtered by feature or price.  If you’re looking for something in particular, we’d be happy to help you.

    Shipping
    What are my shipping options?

    You can see the cost and availability of shipping options, by viewing your shopping cart.  All orders will ship via United Parcel Service or through the U.S. Postal Service.

    If you’re eligible for free shipping, small or light weight orders will usually be mailed to you, while large or heavy orders will be delivered by UPS.

    Expedited shipping may not be an option, as some items are extremely expensive to ship, and others are classified as hazardous materials (which can’t be shipped by air).

    Where do you ship to?

    We only ship within the contiguous United States.  As much as we’d like to ship outside of this region, many of our products are restricted or prohibited by import and export laws.  Some items (like our emergency kits and prep packs), would be extremely expensive to ship elsewhere.

    How long does it take you to ship?
      • Most items usually ship within 1-2 business days.
      • Kit orders usually ship within 2-5 business days.

    We post expected delays on every product page, and we’ll contact you if we expect a significant delay beyond what’s noted there.

    When will I receive my order?

    Most orders are processed within one business day, and ship the following business day.  Depending on where we’re shipping to, your package will usually arrive within 7-10 days after placing an order with us.

    Why is my order delayed?

    A surge in demand due to natural disasters, supply disruptions, and seasonal shopping trends, can really slow us down.  We know waiting is frustrating, but we’re doing everything we can to to get your order out to you!

    What if my order is large or heavy?

    If your order exceeds 150 pounds or 30″ x 30″ x 30″, it must be shipped through a contracted freight service.  This is a unique scenario, so we’ll need to contact you to arrange a specific time and date for delivery.

    You’ll need to be personally available to accept delivery.  Although it’s usually cheaper to send large or heavy orders via a freight service, you can split your purchase into several smaller orders if you prefer.

    Are there shipping restrictions?

    Hazardous materials must be shipped via ground service.  Examples of items that can’t be shipped by air include:

      • Batteries
      • Hand Warmers
      • Fire Starters
      • Fuel Tablets
      • Waterproof Matches

    If your order contains any of these items and you select an expedited shipping option, we’ll pull these items from your order, and ship them separately (at additional cost to you).

    Prep Points
    What are Prep Points?

    Prep Points are part of our loyalty rewards program, and one of the many ways we love to share!  You can use them for discounts, promotions, free items, and more!

    How do I earn Prep Points?

    You can earn Prep Points in a few ways:

      • 1 point for every dollar you spend.
      • 50 points for your first product review.
      • 50 points for joining our newsletter.
      • Points awarded by our support team.

    We’re always looking for ways to expand this program, so check back often!

    How do I use my Prep Points?

    Prep Points can be used for:

    • Purchase Discounts
    • Promotional Entries
    • Free Products or Items
    • Donated to Charity
    • And much more!

    If you’re eligible for a Prep Point discount, you’ll see a message similar to this at the top of your shopping cart:

    Redeem 200 Prep Points to save $10.00 USD on your order today.    

    Do my Prep Points expire?

    Nope!

    If you keep spending, you’ll keep earning… but we’ll let you know if this ever changes.

    Kits & Packs
    What kind of emergency kit should I buy?

    Buying or building a preparedness pack, is a unique experience.  Every person and every need is different, which makes it hard to say: “This is the right kit for you!”

    We offer a variety of packages, from basic one person kits, to complete family solutions.  Here are a few things to think about:

      • How many people am I preparing for?
      • Did I forget about my pet(s)?
      • How long do I want to be prepared for?
      • What kind of emergency do I expect?
      • Will I be in a city or a rural area?
      • What emergency supplies do you I have now?
      • Will I have access to food or water?
      • What is my survival/preparedness skill level?
      • Am I an organized person?
      • How much weight can I carry?
      • How much can I afford to spend?
      • What do I need now, and what can I buy later?

    If you’re ready to order, but want a little help… drop us a line.

    How long is the food or water in my kit good for?

    All of our kits are shipped with food and/or water that has been recently packaged by the manufacturer.  Here are some example of the shelf life you can expect from properly stored food items:

      • Dried Fruit – 3 years
      • Water Pouches – 5 years
      • Energy Bars – 5 years
      • Food Bars – 5 years
      • Alpine Aire Entrées – 5 years
      • Dried Entrée Pouches – 7 years
      • Whey Milk – 20 years
      • Food Buckets – 25 years

    Look for the “Additional Information” tab on the product you’re interested, to see its specific shelf life.  Most of our product pages also feature calorie counts, ingredients, allergens, and other detailed information.

    How can I tell how old the food or water in my kit is?

    All food and water products are stamped with a manufacturing or packaging date.  It’s a good idea to check your kit every year, and rotate these supplies every few years.

    Are the kit bags waterproof?

    Most of our emergency kits and prep packs, have several bag styles for you to choose from.  Our backpacks, rolling duffel bags, and travel cases are water resistant, but not waterproof.  Many kits also feature supplies packed in resealable plastic bags.

    If you need more protection, only our waterproof dry bag is right for you.

    Is there room to add more stuff to my kit?

    Sure! Most of our kits have plenty of space to add more gear, supplies, and personal items.  Obviously it depends on which kit your order, and what bag style you choose.  Here’s the details of our most popular styles:

    Waterproof Dry Bag:

      • Vinyl – Waterproof
      • 9” x 9” x 24” – 1 compartment
      • 20 liters of storage space

    Hiking Backpack:

      • Nylon – Water Resistant
      • 12” x 8” x 18” – 7 compartments
      • 1 cubic foot of storage space

    Rolling Duffel Bag:

      • Nylon – Water Resistant
      • 24” x 12” x 12” – 4 compartments
      • 2 cubic feet of storage space
    General Info
    Are there advantages to creating an account?

    Definitely!  Why miss out on awesome features, when signing up is fast and easy?  Here’s just few advantages you’ll have:

      • View Your Order History
      • Track Your Order Status
      • Create & Share a Wishlist
      • Earn Prep Points (for discounts)
      • Faster Checkout
      • Save Your Shopping Cart
      • Manage Your Subscriptions
      • Receive Stock Alerts
      • Write Product Reviews
      • Access Coupons & Account Credits
      • Edit Your Account Details
      • Store Your Payment Info

    If you’re ready now, head over to My Account, to sign up.

    You might also want to view our Privacy Policy, and our Terms of Use.

    How do I change my email or contact info?
    • To change your email address:
      1. Go to My Account.
      2. Click on the “Account Details” link.
      3. Type your new email address in the email text box.
      4. Click on the blue “Save Changes” button.
    • To change your default shipping or mailing address:
      1. Go to My Account.
      2. Click on the “Addresses” link.
      3. Choose which address, and click the “Edit” link.
      4. Click on the blue “Save Changes” button.
    How do I unsubscribe from your mailing list?

    There are a couple ways you can do this:

      • Manage your subscriptions in My Account.
      • Click on the “Unsubscribe” link at the bottom of the email.
      • Reach out to our support team.
    Is there anything else I need to know?

    We’re all about transparency and building relationships, which is why you might want to check out these other important things:

    Stay on track by viewing our Terms of Use.

    Learn what to expect with our Terms of Sale.

    See how your data is handled in our Privacy Policy.

    Still have a question? Didn’t find what you’re looking for?  Don’t despair, drop us a line.

    Thank you for exploring Preparion!