Our comms are open
Need customer support? Have general inquiries? The primary way to contact our team is by email. Just click the button below or fill out the form to get in touch.
Emailing ensures the fastest possible response, although you are welcome to use our on-site customer support chat as well.
Please note we do not closely monitor social media messages (Eg. Facebook, Instagram, X) for customer support.
Frequently Asked Questions
To save you some time, we've compiled some of the common questions and topics our customer service team deals with just in case:
We accept returns and exchanges on eligible items up to thirty (30) days post delivery. Final sale items, or Items which have been used, modified, or are missing their original packaging are not eligible for return or exchange.
To open a return or exchange request contact us via email.
In cases where an item is returned for a voluntary refund, Arktis USA will deduct return postage and handling (billed at cost) from the refund amount. In most cases return shipping for exchanges is free of charge for the customer.
Exchanges and returns from outside CONUS, Hawaii, & Alaska address must be mailed at the customer's expense.
For APO/FPO locations, we will reimburse return shipping in the form of a partial refund to the order.
If your order arrives damaged, defective, or contains incorrect/missing products, please notify customer service within seven (7) days of delivery. If contacting us about damage or defective products please include clear, detailed photos. Do not attempt repairs or modifications to damaged or defective items, this may void your coverage under the Arktis limited warranty.
If you believe your parcel was erroneously marked as delivered and is missing, contact customer service within ten (10) days of delivery so we can open an insurance claim on your behalf. To avoid unnecessary claims, Arktis requests that you contact the shipping carrier and check with nextdoor neighbors before contacting us.
If you believe your order has been lost in transit, and your order has been in transit for more than fourteen (14) days, please contact customer support so Arktis can open an insurance claim on your behalf.
If your parcel is marked undeliverable and returned to us, our support staff will attempt to contact you via the email address associated with your order. If we do not receive a response after 14 days and two attempts, we will process a return and refund your order less a 20% restocking fee and shipping charges.
Arktis offers a two-year limited warranty from the date of delivery against manufacturing defects and workmanship issues. UK and European customers are encouraged to seek warranty coverage from Arktis UK for more efficient regional service.
If you discover a manufacturing defect upon receipt, contact us with photos. Once our Quality Control team confirms the issue, domestic return postage is covered by Arktis USA. International customers are responsible for all shipping costs.
Damage caused by wear, accidental rips, misuse, or unauthorized modifications is not covered, though we may offer repair services at a reasonable cost. Coverage is void if the product is used in a manner inconsistent with its intended design, or if any unauthorized repairs or alterations have been made.
We will repair or replace eligible items whenever possible. If a repair or exact replacement is not available, we may offer a comparable substitute, refund, or store credit.
For inquiries relating to all of the above, please feel free to contact us directly at help@arktisusa.com and we will be happy to assist you.
We will always try to keep up with customer demand and keep kit in stock but on occasion, some items may go out of stock fast, or remain out of stock for some time.
We encourage all customers to sign up for back-in-stock notifications on product pages. These alerts automatically notify Arktis and will ensure that you are first in line for restocked inventory.
The available inventory on our site is warehoused in the USA and we do not have a direct fulfillment connection with the UK store.
We're eager to hear which products you like from the full collection available on the Arktis Web store and are working on expanding our catalog as we go.
Please be aware that there may be slight color differences between patches of fabric in our products due to manufacturing processes. These variations are normal and can arise from the following factors:
Dye Lot Differences: Each batch of fabric is dyed separately, and slight shifts in color can occur between dye lots, even when using the same dye formula. This is a common occurrence in textile production.
Fabric Composition: Variations in the blend or weave of fabric materials may affect how dye is absorbed, resulting in subtle color differences even within the same fabric type.
Temperature and Humidity: Changes in temperature or humidity during dyeing and finishing can influence how the fabric absorbs color, causing small variations between batches.
Production Timing: Fabrics produced at different times may have slight color shifts due to evolving production conditions or equipment calibration. While we strive to ensure consistency in color across all products, minor differences may still occur. We appreciate your understanding of these manufacturing variances. Additionally be aware that age, UV bleaching, washing and use will change the appearance of fabric over time.
While ArktisUSA is brand new, Arktis has an incredibly long list of clients after over 35 years of service.
To name a few, Arktis has supplied the Royal Marines, French, Irish, Dutch & Belgian Special forces, UK Police Firearms & K9 units, Australian police forces, ambulance services, search and rescue teams, and many many more.
