Frequently Asked Questions
ORDER ISSUES
Where’s my order?
Great question! Once your order is placed, you will receive a confirmation email within a few minutes. If you don't see it, we recommend checking your spam or junk folder. If it’s still missing, please get in touch with us.
As soon as your order ships, we will send you a notification email with your tracking information. If you selected International Post or Posti Priority, please note that once the parcel arrives in your destination country, using your local postal service's tracking system will provide the most accurate updates.
What should I do if my order hasn't been delivered yet?
First, check your shipping confirmation email for your tracking link and monitor the updates there. If the parcel is shipped with International Post or Posti Priority as, please note that once the parcel arrives in your destination country, using your local postal service's tracking system will provide the most accurate updates.
If transit is taking unusually long, or if the tracking display shows unclear updates, please reach out to our customer service team so we can investigate. But worry not, if a parcel is officially declared lost or damaged, we will gladly either reship your order or issue a full refund, depending on the situation.
When will my order be shipped?
We ship most orders the next business day. Occasionally, items may need to be transferred between warehouse locations before being packed, which can add a brief delay. Weekends and public holidays can also affect handling times.
Rest assured, we work as quickly as humanly and robotically possible to get your parcel on its way. If you ever have questions about your order status, feel free to reach out via live chat or at info@varusteleka.com.
Can I add an item or change an item in my order?
We can usually modify your order if you contact us within 4 hours of placing it (for deliveries within the EU).
If your shipping address is outside the EU, or if more than 4 hours have passed, the fastest solution is to cancel the original order and place a new one with your desired changes.
Can I remove an item form my order or change the delivery address?
Removing an item from your order and changing the delivery address is possible before the order is shipped. Please, cotanct us via live chat or at info@varusteleka.com as soon as possible, to make sure we could implement the changes ontime.
How do I cancel my order?
If your order hasn't shipped yet, you can submit a request through our cancellation form, located in the footer of our website under Company Policies. You can also reach out via our AI chat assistant or email us at info@varusteleka.com.
Please note that once an order has shipped, it can no longer be canceled. In that case, please refer to our Return Policy.
What happens if I'm not in when my order arrives?
The courier will typically attempt redelivery or leave a notice explaining where you can pick up your package.
Can I have my order delivered to a PO Box address?
We generally cannot deliver to PO Boxes. The only exception is shipments to Canada sent via Posti Priority.
Can I have my order delivered to my work address?
We all know how it feels to be tied to the radiator and working 24/7, writing the FAQ and answering the emails, and so on. Therefore it is possible. If you are up to order stuff to your second home, just double-check the address and add essential information (i.e. the company name and so on), so it is easy for the postal company to deliver your package to the right place. Also, make sure that your work address is not a military base APO/FPO or PO box. Unfortunately, our logistics partners won’t accept these addresses.
Can I have my parcel redirected to a different address?
We would kindly ask you to order the goods to the address where you are living/staying. This is because redirecting orders is quite hard and does not always work, especially internationally. However, we promise to try our best with the postal companies and send the redirection request, if for some reason this must be done. But please, don't do this for fun.
Can I choose a specific time or day for my delivery?
It's unfortunately not possible for us to delay the shipping time, but when it comes to the delivery itself, it's most likely possible. At least usually, the postal companies contact the customer regarding the delivery to ensure that the customer actually gets the goods. Splendid, isn’t it?
Will my parcel be charged customs and import charges?
If you are ordering from outside the EU, most likely yes. You should check the import limit with your local customs office. We send our international orders to countries outside the EU without charging Finnish VAT, so the items will be cheaper for you, but you need to take care of possible taxes and duties according to the destination country. We know it is dull and we are unable to alter the shipping documents for you to get the items tax-free, but this is how the world works and life is not always fair.
How does Brexit affect ordering from the UK?
As dictated by UK officials, UK VAT 20 % will be added to orders with a VAT excluded total of under 135 GBP. We will settle these taxes to the UK Gov. For orders with VAT excluded total of over 135 GBP, prices will be VAT free and you have to pay your local customs fees, taxes and duties when the item is delivered. Logistics companies, e.g. DHL Express, might also add a service fee for declaring your item on your behalf. Yes, we know that this is bat shit stupid.
Why has my order been returned to Varusteleka?
The international postal services’ ways are mysterious. Not as mysterious as the Sith's ways, but still. Thus far, we’ve been able to detect a few common causes, though: either there has been a problem with the address (i.e. missing details or such), you have not been home at the time of the delivery, or the package has not been collected from the postal office. Sometimes a complete mystery has happened and the order is actually lost.
Anyway, please double-check the address details in your order. Our system is Finnish and it accepts only the Latin alphabet, so please do not use strange foreign letters such as Cyrillic, Arabic, hiragana, katakana, or Greek, since the system thinks they are all Klingon. Also, please double-check your phone number and tracking details.
If the order is returned to us and cannot be resent immediately, we automatically refund the order. If you notice that the item is being returned and it’s still on its way, and contact our customer service in time, we can try to resend the order.
I didn’t get an order confirmation email
Oopsie! Looks like some whoopsie has happened! Or the order confirmation might be found in your spam folder. If the email is not there, we highly recommend contacting our customer service at info@varusteleka.com as soon as possible. We’ll do our best to help you, even if it requires us to travel put our nano gear on, and adventure through cyberspace as Internet ninjas to ensure that the situation is fixed.
Can you put aside a certain product for me?
Putting a product aside is unfortunately not possible.
May I purchase a product in advance if it’s not in stock?
Nope. But you can order the restock notification to your email for that particular product. Just select the product, click “notify me when back in stock” and add your email. The reminder will be emailed to you as soon as the product is back in stock, and you will be able to buy it right away!
Am I allowed to order a certain product to my country?
You should check that with your local customs office.
Payment authorization failed
Most likely your bank/card company fraud blocking system is blocking the transaction thinking that the payment was fraudulent. This happens sometimes when trying to place international orders, especially from the US/Canada. You can resolve the problem by contacting your bank and asking them to allow international orders. It’s also possible that you’re using a card that isn’t allowed, prepaid cards usually don’t work . If the problem persists, please contact our customer service, tell us as much information as you can and we'll try to help you any way we can!
RETURNS AND REFUNDS
Right of Return
You have a generous 100-day return period starting from the day you receive your order.
Items must be returned unused, in original condition, and packed securely for the return journey.
The right of return does not apply to:
-food items
-hygiene products if the packaging has been opened
-customized or made-to-order products (e.g. name tags)
Exchanges
We don’t process direct exchanges. If you’d like a different item, please place a new order and return the original product according to this policy.
How to Make a Return
- Log in to your customer account in our online store and submit a return request for your order.
- Once your request is approved, you’ll receive return instructions.
- Pack the items carefully and write your order number clearly and visibly on the outside of the parcel (big and bold with a marker works best).
Returns from the EU and the US
Returns are possible, but return shipping costs will be deducted from your refund.
Returns from Other Countries
If you return from outside the EU or the US, you are responsible for the return shipping costs.
Use a tracked shipping method and send us the tracking number of the return. We do not take responsibility for lost parcels.
Store Returns (Finland)
If you happen to be in Helsinki, you’re welcome to return your purchases directly at our shop.
Processing and Refunds
Returns are usually processed within 7–14 business days after we receive the parcel.
Refunds are always issued using the original payment method.
Shipping costs are not refunded unless the return is due to our error (wrong or defective product).
It's been more than 100 days since my order, can I still return something?
If you are of the opinion that the product is not as it should be, but 100 days have passed or the product is no longer fit for sale, don't worry, we won't leave you in the lurch.
Please contact us at info@varusteleka.com and tell us in detail what was wrong with it, and we will help you find the best possible solution to your issue.
PRODUCTS
When will I receive the name tags I ordered?
The delivery time for domestic orders is normally approx. 4 to 6 weeks. For international customers the delivery time may stretch beyond six weeks depending on how long it takes for your order to reach you. Currently the estimated delivery time for domestic orders is 5-10 weeks. The name tags will be sent separately in a letter if they are part of a larger order.
Why can't I order any Ham Cocks or Tactical Foodpacks from you?
This is something we hear quite a lot from our overseas customers. This is because some countries prohibit any meat or dairy products from the EU from entering the country.
Would you happen to have this item left somewhere in the back of the storage?
While we do have some quite strange things in our warehouse and office, mainly including our staff, the product you want, we just don’t have it. We would of course love to take your money, we just simply don’t have any mysterious piles of products lying on the corridors of our warehouse and office from where we’d be able to locate products that aren’t available on our website.
How do I request a restock notification?
Just select the product, click “notify me when back in stock” and add your email. The reminder will be emailed to you as soon as the product is back in stock, and you will be able to buy it right away!
Why don’t you have this item in your selection? My ten friends and I would buy it for sure.
It would be great if we would be able to get all suggested products into our range of products, but this is unfortunately impossible. We can forward a suggestion to our purchasing team, but this does not guarantee that we’ll get the product. We usually plan our product range about a year in advance. So even if we decide to include the suggested product in our line, it will take some time before it’s available. And of course, there’s the fact that it just might not be possible to include certain products because of reason x.