At BulletTrain, one of our favorite things is hearing from our customers. If you have a question or concern, we are always happy to help. We’ve built great relationships with many of our customers, and believe our customers are our best salespeople. In fact, a lot of the feedback we receive from our customers helps us to constantly improve and enhance our products.
BulletTrain is located in San Francisco, California, USA.
We are located in the Pacific Time Zone [UTC -8].
Customer Service is available Monday through Friday 7AM – 7PM [Pacific Time]
If you are not satisfied with your BulletTrain product, and have not received meaningful support from our team, please feel free to reach out to the CEO of BulletTrain, Jake Ehrlich.
Jake at BulletTrain dot com
Note: All BulletTrain Returns require and MUST include an RMA (Return Merchandise Authorization).
All BulletTrain products are built-to-last, and we want you to be 100% satisfied with your purchase. That is why we offer a 14 day return policy. If you wish to return a product to us, please Submit a Support Ticket within 14 days of delivery, and we will assist you in facilitating the return by issuing an RMA (Return Merchandise Authorization). All returned merchandise must be returned undamaged, with all original packaging. We are unable to offer refunds after 14 days of confirmed order delivery, nor after warranty solutions are furnished to a customer (i.e. replacement). BulletTrain does not provide or reimburse return shipping, and all returns are subject to a flat 20% restocking fee.
Refunds or exchanges will not be issued for unauthorized returns. To avoid this, please reach out to us by e-mail firstname.lastname@example.org or call us at (800) 763-7379 before shipping anything.
Orders placed before 12:00 AM Pacific Time are processed for shipment the following day, regardless of shipment method selected. We typically ship orders Monday through Friday, excluding major holidays.
BulletTrain will not be responsible for any customary import fees incurred by the importation of products into countries outside the United States. International orders shipped outside the U.S. are subject to customary fees which include all import duties, VATs, tariffs, and brokerage fees. The person importing the product is completely responsible for paying any and all import fees to the carrier when the item is delivered. If customer refuses to pay above mentioned import fees, the shipment will likely be abandoned in the destination country, and will be destroyed by the carrier or by the Customs agency in respective country. BulletTrain is not liable for international orders which are not received or are mishandled by your country's postal service.
Legally, BulletTrain is required to declare the full retail value, also known as the purchase price, as well as the commercial purpose of product on customs documentation and waybills. BulletTrain will not declare a lower value on any package, only the purchase price paid, and will not designate as a sample or gift. If an item is returned to BulletTrain (RMA REQUIRED), a refund for the price of the product will be credited back to the original method of payment, minus all shipping and handling fees, as well as a 20% restocking fee.
An email order confirmation is sent out via email immediately after your order is placed. A second email is generated when your order is shipped. This second email includes your tracking number, for orders shipped within the United States only.
BulletTrain is not able to guarantee order cancellation, or modification to the content or destination of your order after the Order Confirmation email is sent. Please make certain you type your email address correctly!
We only offer Standard Delivery Shipping with all BulletTrain orders, and we do NOT offer expedited shipping of any kind. All orders are handled and shipped from our warehouse in Southern California.
U.S. orders are shipped by UPS Mail Innovations (UMI), which includes tracking and delivery confirmation. We offer free Standard Delivery Shipping on U.S. orders over $50. Click here to track your U.S. Order.
All International orders ship via USPS Priority International mail, and only include tracking information until the order leaves the United States.
Accuracy of shipping address (Domestic and International): It is the responsibility of the purchaser to provide a shipping address which is not only accurate, but formatted correctly. Our fulfillment center will only ship to the address provided by the customer, and it is not possible to cancel or redirect a shipment after dispatch. If you place an order with an incorrect address, you must contact BulletTrain Support within 30 minutes AND before 5 PM (Pacific Time) on the day the order is placed, and we will make our best effort to update the shipping information. BulletTrain is not liable for inaccurate shipping address information provided by the customer—this liability rests 100% on the purchaser.
All BulletTrain products ship with a 6 MONTH limited warranty, which begins on the original date of purchase (original sales receipt required). This warranty covers the product for the original owner against defects in materials and workmanship ONLY. If the product fails during the warranty period due to a manufacturing or material defect, BulletTrain will provide repair parts, or replace it with a product of equal or greater value at our discretion.
BulletTrain products are sold with the understanding the purchaser has independently determined the suitability of this product. This warranty does not cover damage caused by normal wear and tear, installation failures, accidental drops, improper use, abuse, modification, physical damage, being subjected to negligence, acts of God, or the natural break down of colors and materials over time. As an example, if you accidentally drop your SAFE Wallet and it breaks, that would NOT be covered under warranty.
The BulletTrain warranty is limited to BulletTrain products ONLY, and does not cover the repair cost or replacement of any electronic device, personal property or third party accessories. In other words, if you have your iPhone installed in a SAFE Wallet and you drop it and crack the iPhone screen and case structure, neither the SAFE Wallet nor iPhone would be covered under warranty.
Have a warranty question? Contact BulletTrain Support so we can help!
If you have a warranty issue, please click on the 'Contact BulletTrain Support' link above, and include photos of the issue. If your warranty issue involves breakage, you will need to obtain an Return Merchandise Authorization (RMA) from BulletTrain in order to send it back in for warranty evaluation. The customer is responsible for returning the product to us, prepaid, prior to the replacement being shipped, if it is determined the product was indeed covered under our warranty. If a BulletTrain product is replaced for you, the replacement will assume the remaining warranty from the original product.
For information on the warranty governing your BulletTrain product please check out our legal page, or the corresponding "Questions" tab for each BulletTrain product.
*All terms and conditions for any and all warranties are subject to change under the sole discretion of BulletTrain.
BulletTrain.com offers a 20% merchandise discount exclusive to U.S. Military personnel, and Apple employees. Email verification is required. BulletTrain doesn't currently offer any other discounts.