FREQUENTLY ASKED QUESTIONS (FAQ)

When creating a customer support ticket, what info do I need to include?
When submitting a customer support ticket, please provide the information below to help expediate the process:

CORRECT EMAIL ADDRESS - This is very important. When you click the orange “Help” button at the bottom right corner of the SI website, you will open a window to create a customer support ticket. PLEASE TRIPLE CHECK YOU HAVE ENTERED THE CORRECT EMAIL ADDRESS WITH NO TYPOS or else our responses to your email will not make it to your inbox. Please also check your spam or any other auto sorted folders (like Gmail and other email services) for our email reply.

INCLUDE YOUR FULL NAME
ORDER # - Strike Industries order #’s start with 1100xxxxxx. (NOT TO BE CONFUSED WITH OUR SHIPMENT # see photo below)

INCLUDE PICTURES/VIDEOS OF THE ISSUE - Adding a few photos or a video of the issue you are experiencing with our product will help our SI customer service team expediate the trouble shooting process.
INCLUDE FULL SHIPPING ADDRESS

When will ‘_______’ be back in stock?
We manufacture daily and batches of SI items are ready every week. Once batches of items are ready and inspected for quality control, items will be restocked to our distributors, dealers and then to the SI website.

Can you do any custom work for products or custom colors?
No, we do not offer any custom work.

Are you accepting new dealers?
Yes, we are! To get started, all you need to do is submit your contact information through our customer support ticket system. It's quick and easy! Just look for the orange "Help" button located at the bottom right corner of our website. Our dedicated sales team will promptly reach out to you to discuss the next steps.

ORDER STATUS

I placed two (x2) separate orders, can I combine these orders so I am not charged twice for shipping?
Unfortunately we are not able to combine orders once placed. An option would be to cancel both orders and place a new order with the desired items if they are still available.

My order is not showing up on my account history:
Only orders placed WHILE LOGGED INTO YOUR ACCOUNT will show up in your account order history. If you created an account AFTER placing your order, it will not reflect on your newly made account. Please keep this in mind as guest orders cannot be transferred to an account holder’s history.

How do I remove items, change items, or change quantities on my order?
Please submit a customer support ticket with your request (see “When creating a customer support ticket, what info do I need to include?"). Please note these are time sensitive requests as the shipping department process orders throughout the working day.
-WE ARE ABLE TO – remove items from your order
-WE ARE NOT ABLE TO add items to your order. Also, we cannot swap items in your order for a different one. In these cases, we will ask if you would like to cancel your order so a reorder can be placed with the desired items added if still available.

I never received my order and the shipping carrier has marked it as “delivered”:
Please submit a customer support ticket ASAP (see “When creating a customer support ticket, what info do I need to include?"). We will verify your order/shipping information and assist in the next step.

I received my package missing items/damaged:
Please take a photo of all received items and the package it was shipped in. If there seems to be any damage to the packaging that might have happened during transit, make sure to also get a photo of the package and submit it as a customer support ticket (see “When creating a customer support ticket, what info do I need to include?"). These photos can help aid in any shipping carrier investigation.

I received a request to fill out an order verification form. What is this?
These verification checks are done on flagged orders. You will need to fill out the verification form and provide the request information/photos within 7 days of the request or else the order will be cancel and refunded with the items put back into inventory for sale. These verification checks are done to protect the customer and Strike Industries. Unfortunately, we have been dealing with an increased number of fraudulent orders and we are taking steps to avoid this. Thank You for patience, understanding and time.

This page was last updated on February 22, 2024