We are proud to have the best customer service in the airsoft retail industry. We are here to make sure your experience buying airsoft products online goes as smoothly as possible. If you have an issue, please contact us as soon as possible. We will remedy the situation to the best of our ability in a timely manner.
Customer service for orders can be reached at firstname.lastname@example.org When emailing us, please include your order # + full name and contact information.
Online Sales Exchange/Return Policy:
A quick note about our returns policy: Airsoft guns are considered a hobby-grade, electronic product. Airsoft products are not consumer grade toys. These are susceptible electronic devices that can easily be damaged without proper care. They are also considered weapons in some jurisdictions, so like real firearms' shops, we have an 'all sales final' policy. However, to keep our customers happy, we have the following exceptions to the all sales final policy:
Exchanges on some products are allowed within 14 days of the delivery date. Exchanges are only for manufacturer defects or shipping damage upon delivery. If an item is received damaged, or is incorrectly shipped, please contact Customer Support immediately so we can resolve the issue quickly. Exchanges are generally for the exact same product, but we will consider other exchanges or store credit on a case-by-case basis. Exchanges are not returns. Exchanges are for the same or similar item in cases of defects or damage. Exchanges for manufacturer's defects are at our sole discretion on going directly through us or the manufacturer. After 14 days, the warranty is always through the manufacturer. Customer is responsible for shipping expenses to us or transportation of all exchanges and defects.
Returns: We do not offer returns on any of our products. All sales are considered final due to the nature of airsoft products. Exchanges for defects are within 14 days only. We offer some return exceptions on a case by case basis but generally all sales are final.
Gun Warranties: Guns are fully warrantied directly through the manufacturer on ALL guns. Umarex, G&G, Valken, ASG and others all have extended warranties for 30 days - 1 year duration depending on the item. Please check with the manufacturer on the warranty for defects. Airsoft Atlanta does not cover returns/warranties for guns with manufacturer defects after 14 days. Items that fall outside this realm are covered by the 14 day exchange policy above. We do not cover shipping expenses.
Please email us to request your RMA # before returning your product(s) and include the RMA # on the outside of the package, with your contact information on the inside.
Please allow 7-10 days to process RMAs for exchanges or refunds as we are extremely busy with sales volume. Please email us if it's been more than 2 weeks after we received your RMA so we can followup.
In-Store Retail Sales Exchange/Return Policy:
Same policy as above (online sales) - please bring your merchandise and printed receipt into the store within 14 days of purchase if you have a defective product or warranty issue. If a defect is identified, we will offer to repair the product for free, offer to exchange for the same item, or issue store credit (if that original product is out of stock). We offer exchanges only in the case of an identifiable manufacturer defect. All sales are final in cases not covered above.
Additional Exchange/Return Policy Information:
Airsoft guns are a niche hobby industry product not fit for general consumer consumption. These are fragile, advanced electronic, non-toy products. Airsoft guns are hobby products intended for adult use only. These are not meant for minors under the age of 18 to play with. If you purchase an airsoft product for your kid, and they destroy it with improper use, that's not our responsibility. Misuse, user damage, or user modification voids all exchanges and returns. Please see list below:
It is important to note that exchanges are contingent upon inspection of item(s) once we receive it. We have the right to refuse warranty work, exchanges, or refunds at our discretion. Compatibility, size, fit, and upgrade parts are ultimately the responsibility of the customer at purchase. Airsoft Atlanta will not be held liable for unfit compatibility issues on parts, magazines, batteries, and other merchandise (exchanges may be allowed, in some cases, without return shipping covered). Custom guns, upgraded guns, HPA installed guns, custom built rifles (snipers, etc), are all sales final. No returns or exchanges for these are allowed due to the nature of the work.
Manufacturers directly cover most warranty issues. Please contact them if you're having a gun issue.
Exchanged items requirements:
- does not show any sign of wear, user modification, or user caused damage in any way. No scratches, paint marks, or repairs.
- no customer damaged parts, guns, improperly installed, or used items
- original orange tip must not be altered, scratched, painted black, or removed (against federal law) - no exceptions
- be in original packaging with all manuals, tools, packaging, and accessories included in new or like-new condition
- must not be batteries, bbs, parts, upgrade parts, parts' compatibility issues (responsibility of the customer), custom built guns, EG Smoke, or other consumable items. No exchange or returns on parts.
- guns that don't perform up your level of expectation are not a defect and are not covered for the warranty. We don't guarantee groupings or accuracy
- clearance sale products are sold as-is final (clearance, blow-out sale items, open box, custom built guns, sale, deal of the day, salvage garden, etc, cannot be returned or exchanged - no exceptions)
- clothing and apparel items may be exchanged for a different size, so long as all original tags are not removed. Clothing may not be used or washed before exchange.
Airsoft Atlanta Repairs:
We have the right to repair any exchanged item before a replacement is offered. If repair or refurbishment is not possible, the item will be replaced or store credit issued if that item is no longer in stock. If a product is easily fixable after the 14 days, or warranty period, we offer free repairs for the life of the gun (simple repairs only) in-store. This only applies if you purchased the gun through us. We cannot open or repair internal gearboxes after the 14 days.
RMA # Request:
Please email us to request RMA # before returning anything to us. Iterms returned without RMA authorization may be rejected. Please write your unique RMA # on the outside of the package, with your contact information on a note inside before shipping to:
Contact Information and mailing address for RMAs:
3860 Green Industrial Way
Atlanta, GA 30341
Contact Customer Service at email@example.com or if you would like a call back on the phone, please include your name and phone number in the email.