FAQ

Before sending an inquiry via the online form or to our e-mail info@krokotactical.com, check the following list:

1. DO YOU HAVE A PISTOL CASE?

In order to be able to answer the above or similar queries, we need more information about the product you are interested in. Our Customer Service Officers must have basic information when it comes to specific products in order to offer the best solution. Please, include the following:

gun type and features
desired additional features of the holster (e.g. the ability to carry a flashlight)
preferred orientation (left or right-handed user)
purpose (e.g. concealed carry, wearing on the thigh, wearing on a belt, etc.)

2. DO YOU HAVE A POUCH, A RADIO CARRIER, OR A BACKPACK?

We most likely do. But in order to know what to offer, you have to give us a little bit more information. Our Customer Service will offer the best solution and suggest the type of equipment accordingly. Do you need a small backpack, for everyday use, or a large one for multi-day missions? Does it need to include a water bladder or some kind of attachment is enough? Do you need a pouch with MOLLE attachments or without it, a holder for which type of radio? Our product range is pretty large so we need all this information (and more) to be able to narrow the search and suggest the best solution.

3. DO I HAVE TO BE A MEMBER OF THE ARMY OR POLICE TO USE OR BUY YOUR PRODUCTS?

You don't. Despite the fact that we produce specialized equipment for the military and police, our products can be used by everyone. A wide range of our clients include hunters, outdoor enthusiasts, photographers, hikers, and other people who spend a significant amount of time in nature or practice hobbies that include the need for quality equipment for various purposes.

4. DO YOU HAVE A PHYSICAL SHOP?

KROKO does not currently have a physical store and products can only be purchased through the krokotactical.com online store. Nevertheless, we strive to meet customers and introduce them to the range of products we offer online. So far, we have made this possible through presentations and exhibitions in Croatia and all over the world. From the beginning of next year, clients will have access to our Showroom once a month where they will be able to view and try out products available in the online store. In addition, we will hold presentations of completely new products and services we offer. Since Showroom's open dates are not predefined and the number of people is limited, please contact us at info@krokotactical.com (subject: SHOWROOM SUBSCRIPTION) so that we can put you on the attendee list and let you know the date of the upcoming events.

5. HOW TO REQUEST A REPAIR?

If the product you ordered came with a defect or you damaged it during use, please contact our Customer Service at info@krokotactical.com. Depending on the problem you encounter, we will suggest several possible solutions. When describing the problem, please enter:

date and order number
name and surname of the buyer
SKU code (SKU code can be found on the sewn-in or hanging label of the product, and consists of a series of 6 digits, e.g. 007493)
a photograph of the issue

6. CAN I BUY A SPARE PART OF A CERTAIN ITEM, e.g. EXTRA BUCKLE?

Despite the fact that our web store does not include spare parts unless they are a part of the specific kit, it is possible to order them via e-mail: info@krokotactical.com. KROKO strives to maintain the longevity of its products. We are aware that parts of accessories that are used frequently are subject to mechanical damage and we tend to offer a solution for that. Given that our product range, including the raw materials, is quite wide, replacement parts cannot be found on the website. If you have any inquiry on this topic, please contact our Customer Service.

7. MY PRODUCT IS DELIVERED DAMAGED OR DEFECTIVE. WHAT'S NEXT?

If you believe that your product is damaged or defective, please contact us directly at info@krokotactical.com. If the product was purchased from one of our authorized distributors, contact him first. If the problem is still not resolved, contact us directly. Once we have collected all the information, our Customer Service will guide you through the further complaint process.

When describing the problem, please enter:

date and order number
name and surname of the buyer
SKU code (SKU code can be found on the sewn-in or hanging label of the product, and consists of a series of 6 digits, e.g. 007493)
a photograph of the issue

8. I ACCIDENTALLY DAMAGED MY PRODUCT, WHAT SHOULD I DO?

If you believe that you have caused damage while handling the product and do not know how to proceed, contact our Customer Service at info@krokotactical.com. Once we have gathered all the information about the damage, we will guide you through the further procedure and process.

9. A BUCKLE OR ANOTHER SIMILAR PART OF THE PRODUCT IS BROKEN. CAN I GET A SPARE PART?

KROKO guarantees the high quality of each produced item. Nevertheless, in every serial production, there is a possibility of an error, both in the manufacture of the supplies and in the process of production. That is why we try to meet the needs of our customers and replace damaged parts of the product, depending on the type of damage.

Please contact our Customer Service at info@krokotactical.com with the following information:

date and order number
name and surname of the buyer
SKU code (SKU code can be found on the sewn-in or hanging label of the product, and consists of a series of 6 digits, e.g. 007493)
a photograph of the issue

Once we have gathered all the information, we will guide you through the further process and process.

10. IN WHICH TIME WILL YOU ANSWER THE INQUIRY I SEND TO INFO@KROKOTACTICAL.COM?

We strive to respond to all inquiries within 2 business days of receipt. After initially defining the problem and communicating with the client, it is sometimes possible that due to the complexity of the query, we will need more time to gather information and find a solution, of which you will be notified in a timely manner. If you have not received your feedback within five (5) business days, please check your Junk / Spam inbox.

11. WHO BEARS THE SHIPPING COST IN THE CASE OF RETURN?

KROKO will pay for shipping in the cases below:

delivered wrong product (delivered product with wrong SKU number)
the delivered product has an error

The cost of returning the shipment is borne by the Buyer if:

the customer decides that he does not like the product
the customer no longer wants the product
the product is too big / too small (e.g. the customer ordered the wrong size)

Please contact our Customer Service at info@krokotactical.com before organizing transport. KROKO does not take responsibility for products lost or damaged in the delivery process.

12. WHAT IS THE SHIPPING ADDRESS IN CASE OF THE RETURN?

KROKO proizvodnja i razvoj d.o.o.

Odjel Kontrole Kvalitete (web)

Zagrebačka 74, 10 380

Sveti Ivan Zelina

Croatia

13. WHAT DO I NEED TO INCLUDE IN THE PRODUCT RETURN PACKAGE?

Deliver the product in the original packaging with all the tags included. Attach the Product Return Form that came in the package with the product so that we can access your order information.

14. WHAT IS THE PRODUCT RETURN POLICY?

According to EU regulations, you have the right to a full refund within 14 days of receiving the shipment. Please contact our customer support before the return deadline. A period of 30 days begins after the return notification within which is necessary to return undamaged and unused products, in the original packaging, with all hangtags and labels. NOTE: The cost of returning the product is carried by the customer. KROKO has no responsibility for products lost or damaged in the delivery process.

RETURN PROCEDURE:

1) fill in the Product Return Form received within the shipment; enter personal data and order number, and the reason for the return

2) Attach the form to the products you are returning. Products must have the appropriate sewing and/or pendant markings

3) The product return address is at the bottom of the form. Cut it out and apply it to the back of the shipment or copy the information below:

KROKO proizvodnja i razvoj d.o.o.

Odjel Kontrole Kvalitete (web)

Zagrebačka 74,

10 380 Sveti Ivan Zelina

Croatia

15. CAN I ORDER THE PRODUCT BY MAIL AND MAKE THE PAYMENT TO THE ACCOUNT OF THE COMPANY KROKO PROIZVODNJA I RAZVOJ D.O.O.?

You can. When contacting info@krokotactical.com, write us the SKU or the name of the item you are interested in, and our Customer Service will guide you through the further ordering process and provide you with payment information.

16. CAN I RETURN THE PRODUCT TO ONE OF YOUR DISTRIBUTORS IF IT WAS PURCHASED THROUGH A KROKOTACTICAL WEB STORE?

If you purchased the product through our web store, a refund is only possible to our address. You cannot deliver the product to the addresses of our distributors.