Shipping, Returns, Exchanges, Cancellations

Shipping

If you can add an item to your cart, it is in stock and shipping within 24-48 hours! Note: As of April 2024, we are still experiencing record demand and shipping within 48 business hours of receipt for non-enterprise orders. We greatly apologize for any inconvenience. We are working to return to 24-business-hour shipping turnarounds ASAP as we rapidly expand our capacity to meet surging demand. Thank you for being so patient! 

Shipping should take a short time. We understand the importance of getting your items quickly and make every effort to process your order ASAP. We ship five days per week from our Knoxville, TN Headquarters. 

Click here if you have issues receiving your order, resolving tracking information, or other logistics issues.

FedEx
Generally speaking, in-stock orders ship the same day when received before 1200 ET, Monday through Friday. Orders received after 1200 ET will ship the following business day. FedEx is the fastest and most reliable way to receive your order from us. Using FedEx also gives us the most flexibility in being able to help you with any issues that might arise during transit.

USPS
Generally speaking, in-stock orders ship within 48 hours, Monday through Friday. Orders received after 1200 ET will ship the following business day. We strongly encourage all customers to use USPS only if necessary, as they continue (as of April 2024) to have delivery issues that started in 2020 and still need to be solved. As such, Qore Performance, Inc. is NOT RESPONSIBLE FOR ANY ISSUES WITH USPS SHIPMENTS and we cannot assist with USPS orders after they have left our building because USPS does not allow us to do this. We are only responsible for orders shipped using FedEx.

Occasionally, we have days when we have to ship large orders to our government and enterprise customers or an order that requires additional verification/follow-up on our end (incorrect or incomplete shipping addresses are the most common cause, especially with APO/FPO addresses). On those days and in those instances, some orders received before 1200 ET will ship the next shipping day or after we contact you. Please keep a close eye on your inbox until your order is received.
Orders will not ship on the following days:

  • Weekends
  • February (Presidents Day)
  • May (Memorial Day)
  • July 4 (Independence Day)
  • September (Labor Day)
  • November (Thanksgiving Week)
  • December (Christmas/New Year's Week)

Orders can be placed 24/7/365.

We strongly encourage all of our customers to select FedEx as their shipping method. As of September 2023, USPS is still experiencing delays of two to three weeks on average, sometimes longer. Additionally, we've seen a significantly higher rate of lost deliveries from USPS compared to any other carrier. We have a strong partnership with FedEx that allows us to assist you more effectively should there be an issue with your shipment. Unfortunately, USPS does not offer similar tools for shipping partners as of August 2023.


APO/FPO:
We ship to any APO/FPO address every day. Please select USPS as your carrier during checkout, as the Postal Service is the only carrier that can ship to APO/FPO addresses.

International Shipping and Distributors:
Click here to find an international distributor in your country. We recommend selecting the fastest international FedEx shipping option your budget will allow, as this maximizes the chances of you getting your product in perfect condition with little or no complications.

Shipping Costs, Import Duties, Taxes:
We cannot control what carriers charge to ship packages and what sovereign governments levy as taxes and import duties. The shipping charges displayed in your cart during checkout represent the most cost-effective options available at that time. Unfortunately, we do not have any ability to change them or influence them as these costs are 100% controlled by the carriers and host nation governments. Last but certainly not least, we will not modify declared customs values for anyone under any circumstance. It is illegal, and you must take that issue up with your government, not us. Refunds and/or credits are not provided under any circumstance should corrections/updates/modifications need to be made to any part of the order information (i.e. billing/shipping address et al) and/or shipping service (i.e. FedEx selected for APO/FPO/DPO orders) to correct mistakes made by the customer during checkout. 

In shipping orders worldwide, we've learned a few tips and tricks for the best ways to ship things to just about anywhere internationally. So, we'd assemble them here to help you get what you need as quickly as possible with minimal headache and cost.

Do We Ship To Your Country?

U.S. Allies:
We will ship any order, except armor, to any ally of the United States of America.

Taiwan (ROC), South Korea and any Pacific Rim nation:  We internally review orders to these countries and ship on a case-by-case basis due to intellectual property theft issues. We reserve the right to not ship to any country that does business with the PRC at our sole discretion. Extended processing time may apply.

PROHIBITED COUNTRIES

China (PRC), Iran, North Korea:

We will not ship orders to these countries (including any SARs and SEZs) or any country where the United States Department of State has legally prohibited shipping under any circumstance. Qore Performance reserves the right to cancel any order bound for these countries at its sole and absolute discretion, and such cancellation may be subject to our Cancellation Fees.

Russia:

We will not ship orders to Russia or any country where legally prohibited by the United States Department of State under any circumstance.

 


USPS First Class International:  This is the cheapest method, but delivery time varies wildly. As such, we DO NOT recommend USPS First Class International. We offer it in specific instances, so you have the power to choose what is best for your budget and your particular situation. If you need something quick and reliable with door-to-door tracking, we suggest FedEx. We have excellent rates on International Priority for orders under five lbs, and they arrive in most places worldwide in less than five days.


Customs/Duties
We have no control over the Customs/Duties charged on import orders by other countries' governments.

Special Considerations
International Shipments invariably will travel a long way to get to you. While we take great care in packing your order, we always recommend minimizing the time in transit (quickest shipping method) to have the slightest chance of an issue on the way.

Ballistic Armor
Per ITAR (International Traffic in Arms Regulations), we will not export armor of any kind outside of the United States of America.

Freight Forwarders
We reserve the right to hold for verification or cancel and refund any order attempting to use a Freight Forwarding service designed to circumvent Qore Performance Shipping Policy. For orders placed via Freight Forwarder, we may hold forwarding services for verification and charge a 25% Verification Administration Fee. 

Suppose you have placed an order with us using a Freight Forwarder to a Prohibited Country. In that case, we will email you to begin the verification process. Verification may take up to two months from placing the order. We will begin the verification process once we receive your requested information. 

Returns and Exchanges

If you are not 100% satisfied with your purchase, we will gladly accept returns for a refund or exchange. This return policy applies only to purchases made on our website. For products purchased from an authorized dealer, their return policy applies — please contact them directly for more information.

As a customer, you likely know better than most that unsavory characters are just part of life. As such, we've had to write this "fine print" to make sure a few bad apples don't ruin things for everyone (huge bummer on our end):

Return and Exchange Policies

  1. You can return or exchange your purchase made from our website for up to 14 days from the date your order leaves our warehouse according to the tracking information. We do not accept returns after 14 days from this date.
  2. As of 01APR 2022, all Returns incur a 5% Restocking Fee. Click here for complete details. Sorry guys, Shopify and credit card companies are merciless when it comes to fees and they do not refund them under any circumstance. Original shipping charges are not refunded because that money goes directly to the shipping company to ship your order. 
  3. Products must be in new condition as you received them, in the original box with the original packaging, factory-clean (no pet or human hair, markings, etc), and not laundered or modified in any way. Any and all third party packaging must be in new, unopened condition. For safety reasons, we do not accept returns on any water bottle (ICEPLATE® or ICEFLASK specifically, but returns are allowed for accessories like IMS, IMS Versa, IMS Pro, etc.) once it has been used or opened, final sale items, armor, armor packages/bundles, or products purchased from our REGEN program or third party products that have been opened. Products shipped back to us for return without an RMA or confirmation from a company representative will not be processed. All items must be unused and undamaged. We carefully inspect all returns before providing a refund, credit, or exchange. The customer is responsible for any shipping charges. Returns may be subject to an additional Reconditioning Fee for items not meeting the above parameters. The Reconditioning Fee may be up to 100% of the original purchase price, depending on the condition of the product submitted for return. We do not issue refunds for products that are damaged, destroyed, or in unsellable condition. We will determine whether a product meets these conditions at our sole and absolute discretion. It sucks that we've had to document all of this in our Return Policy, but unfortunately, we've had enough people take advantage of our previous return policies that we have had to do take these steps to protect our business and all of our other customers (i.e. raising prices).
  4. Your refund will be processed once our team receives and inspects your return (usually within 72 business hours of receipt). Within 7-10 days, our system will automatically apply a credit to your credit card or original payment method. Please note that depending on your credit card company, it may take 2-10 business days after your credit is applied for it to post to your account. As part of our return policy, our warehouse must receive and process all returns within 30 days of the purchase date.
  5. We will send replacement products for warranty claims and exchanges as soon as possible. Once the return product has been received, the replacement product will be sent. Click here for details on our Forever Warranty. Some products may have to be returned to us before your replacement can be sent out for engineering/forensic exams to improve quality control procedures.
  6. We reserve the right to deny a return request for any reason, to any customer, at any time. All authorized returns/RMAs must be received by Qore Performance within 14 days of Qore Performance sending the RMA via email. Returns received later than 14 days after the date of Qore Performance sending the RMA will not be accepted and will be cancelled/not refunded. Customers may request Qore Performance to ship the refused RMA/return back to them at their sole cost and expense.
  7. To initiate your return, click here to request your RMA Form.


Cancellations 

Orders can be cancelled anytime before the packaging/fulfillment process has started, provided the customer replies to our confirmation email within 24 hours during the business week M-F. Failure to respond within 24 hours during the business week will result in the order being released for shipment. Cancelled orders are charged a 10% Cancellation Fee for processing costs. Any order already in the process of being fulfilled/shipped cannot be cancelled.