Frequently Asked Questions
Updated October 2021
Customer Service Hours:
Monday - Friday, 9:00 am CST - 4:00 pm CST
Ways to Connect with Us:
- Email - firstname.lastname@example.org
- Call or Text - 919-819-3511
- Chat feature in the lower right-hand corner of the website
While the website is open 24/7, please allow a bit of additional response time around the following observed company holidays:
New Years Day
Independence Day (Federally Observed)
*Please note that all incoming customer service requests are responded to in the order they were received. Kindly consider only sending multiple messages if there have been updates that will better help our team serve you. Submitting duplicate messages can lead to your ticket being updated with the most recent time, therefore leading to a longer waiting period for you. We understand that Customer Service plays a large role in your Buddy Outdoors experience - we are here to help!
I cannot log into my account, help?
Be sure that your account has been activated!
Activate your account here: Activate My Account
Already have an account but forgot your password? Reset your password here: Reset My Password
These first two options will likely get you into your account the fastest. However, if these options do not work for you please email us at email@example.com so we can figure it out together… as a Buddy would!
How can I change my preferences?
Once logged in to your account, select the Account icon and on the next page, you will see your preferences that you can edit on the right-hand side of the screen.
When will my order ship?
Your first Sportsman’s Box will ship right away if purchased between Monday - Friday and as long as item selections are made immediately following checkout (Executive, Pro boxes only). New member boxes purchased on Weekends or a federally recognized holiday will ship the next business day. If selections are not made following checkout, this may delay shipping.
*Monthly payment plans: Your first box ships right away and you will have only paid ⅓ of the price of that box. By keeping it you will have an amount due on your account that can be paid at your convenience or upon your next renewal date. Once the balance for your first box has been settled, you will have consistent monthly payments.
Recurring Sportsman’s Boxes will ship quarterly to prepare you for the hunting and fishing seasons ahead. See below for a breakdown of the shipping month and the season each box prepares you for:
February - Winter Prep
May - Summer Prep
August - Fall Prep
November - Winter Prep
Shipments begin around the 25th of the respective shipping month listed above through the 15th of the following month.
I need to change my shipping address.
Your shipping address can be updated in your Buddy Dashboard under your settings.
Changing your shipping address will update future shipping destinations immediately, but doing so after the 10th of a shipping month (February, May, August, November) will not update for an order that has already been processed. If you are trying to change the shipping address on an order that has already been processed - please contact firstname.lastname@example.org.
Can I choose my shipping carrier?
Since shipping carriers are determined based on the size and weight of your box, we cannot guarantee a particular shipping provider.
I signed up for a Sportsman’s Box! Will you ship to a PO box or do I need a physical house address?
Due to the sizes of our boxes, we can no longer ship to PO boxes. Please be sure the address you give us is a home address only. If boxes are marked undeliverable by the post office and sent back to Sportsman’s Box the customer will be responsible for return shipping.
Payment Options: Is there a difference between paying Monthly, Quarterly, and Yearly?
Yes! Saving money and getting your box earlier in the month are two advantages of paying upfront!
Find your perfect way to pay for your Sportsman’s Box by viewing your payment options on our Boxes page.
My card was charged on the 1st of the month, but I do not see a new order in my account. Why?
With subscriptions that are paid monthly, the box price is broken up into 3 equal payments. Once your 3rd and final payment goes through, your order will show up on your account as your account balance has been settled.
How do I cancel my Membership?
While we’d be disappointed to see you go, we are here to help. Reach out to customer service by chat or email and a member of our customer service team will assist you in cancelling your subscription. Please note that once a cancellation request has been submitted, no changes can be made to your account without necessary confirmation from you. If our customer service team does not hear back from you following the request for cancellation, your subscription will remain active.
I canceled my subscription. Why am I still receiving the Sportsman's Box?
There are two possible reasons why you may still be receiving boxes after you’ve canceled. Either you paid for a one-year plan and your current year has not ended yet (you will not be charged again after your plan is completed) or you canceled after the renewing of your account.
Do I get to choose what items go into my Sportsman’s Box?
For Executive and Pro Boxes - YES!
Executive subscriptions are eligible to pick 2 items they will receive in their box. Pro subscriptions are eligible to pick 1 item they will receive in their box.
All other items will be a surprise to bring you the gift of discovering incredible gear items you’ll love based on your interests.
When Selection Day emails are sent out, you will have a limited time to pick your item. If we do not receive a selection from you, don't worry - your dedicated Buddy expert will build your box just for you based on your profile. Gear items are available on a first-come, first-served basis.
Why Is My Box Marked As "Delivered" But I Didn't Get The Box?
Sometimes boxes arrive within a day or two after being marked delivered. Additionally, if you have a side door or back porch, be sure to check those areas. If you live in an apartment complex, it may have been delivered to the main office.
Please feel free to reach out to our Support team at any time. Often times the fastest solutions come from doing the following:
- Ask neighbors if your box was delivered to their house
- Check with your local post office
- COVID-19 Update: We ship your boxes using 3 to 7 business day delivery times. However, due to circumstances outside of our control in these uncertain times your box may be delayed a few additional days.
What happens if I receive the wrong items or the wrong size?
If you receive the wrong items you have 7 days to contact us and to schedule a return. After 7 days we do not have an obligation to exchange the items.
Please note that we want you to enjoy the items that are shipped with your subscription box each quarter, so exchanging your size of apparel is no problem at all. We only ask for you to get the package to us and we will cover shipping the replacement back to you. For returning items you will be provided a return to HQ form, this needs to be filled out in detail to expedite the process. If you don’t have your order number, that is ok, please ensure your name, email and address are correct on the form. Once we receive your item at our location, your exchange will be processed within 24-48 business hours.
What happens if I receive a damaged item?
We kindly ask that you email us at email@example.com the order number, a photo of the item, and details regarding the damages. All returned items must be unopened and in new condition to receive credit towards your return or exchange. We are happy to help and make things right in getting you a replacement gear item!
My tracking status is listed as “Delayed” or “Lost in Transit”. What do I do?
Although a rarity, shipped boxes can be labeled as delayed or lost in transit, depending on the different shipping carrier’s tracking systems. When this occurs, we’ve implemented standard procedures to help our customers receive the box they paid for in a timely and fair manner while we work with the carrier to locate your delayed/lost package.
If your box is delayed or labeled as lost in transit, we will re-ship a second box as a one-time courtesy after 14 days of non-movement on the delivery status.
We do require that when the original box shows up and is ultimately labeled “delivered” by the carrier, that customers either send back the replacement box, the original box, or pay for the replacement box, which will be billed to the method of payment on file if we do not receive a box back.
How do I take advantage of the buy-back program and send my unwanted gear items back?
All Executive and Pro level box experiences will be able to return up to two items if they feel they will not use them. The guidelines below are put in place to make returns an easy and positive experience for all.
All returned items must be unopened and in new condition to receive credit. Items chosen by customers on selection day are not eligible for return credit.
Credit issued for the item returned is a prorated amount based on the purchase price of your box not MSRP. The credit amount will be listed on the return card in your box.
You will have 7 days after receiving the box to fill out the form and return an item for a credit.
If the item is sent back to the warehouse outside of the 7-day window without prior authorization you will not receive credit for the item and must pay return shipping to get the item back. If return shipping is refused the item is forfeited.
Please return your items along with the return card as quickly as possible so that we can credit the buyback to your account in time.
** If items are received late due to shipping issues only and the credit cannot be applied before the next charge takes place it will be added for the following month **