Welcome to the J.P. Sutton Inquiry Guide
Our mission is simple: help families stay thoughtfully prepared through meticulously configured Safety Reserves and long-term readiness support.
For personalized assistance, your Concierge is always available.
The Safety Reserve and all related services are information and preparedness tools only. They do not constitute emergency services, monitoring, professional advice, or a guarantee of safety or outcomes. Please review the Terms of Service for important details.
The Customization Experience
How does the Customization Phase support immediate readiness?
To help make your gift configured for immediate setup and activation upon delivery, we initiate a Customization Phase immediately following your purchase. This allows us to precisely match the contents to your Recipient’s (End-User’s) smartphone and dietary preferences, so they are ready for immediate use.
Will you contact the Recipient directly?
No. To keep the gift a surprise, we only communicate with you (the purchaser). You remain the point of contact for all customization details until the gift is in their hands.
What if I don't know their specific device details?
We understand that details like smartphone models can change. If you are unsure, your Order Confirmation email includes a link to a "Gift Invitation" textable link. You can send this text message to your Recipient; it allows them to provide their specs to you directly without revealing what the actual gift is.
What happens if I’m unable to get the required information?
To maintain the integrity of our service, we only deliver Safety Reserves that are configured according to the customization information provided. If we are unable to finalize device compatibility and dietary preferences within 21 days, the order will be cancelled. You may request an extension to this window by contacting the Concierge prior to the 21-day deadline.
In the event the order is cancelled, a refund will be issued to your original payment method, less a 3% processing fee to cover non-refundable transaction processing and Shopify service costs. You may elect to receive a 100% refund as a Store Credit to avoid this fee. Please note that if the Store Credit is later redeemed for a cash refund rather than a product purchase, the 3% processing fee will be deducted retroactively from the total.
Ordering & Gifting
How can I include a personal message with my gift?
You may include a personalized message during the checkout process. Please see the Hand-written Gift Note option in the dialogue box on the bottom right of the checkout page. You will have the opportunity to compose your own message (250 characters max) or select and edit a curated inscription. To provide a premium experience, every note is hand-written by our team on heavy-weight, high-quality cardstock and placed prominently inside the Reserve so it is the first thing your Recipient sees upon opening.
How can I arrange for multiple kits or specific customizations?
For families requiring several Safety Reserves or seeking a coordinated
multi-Recipient delivery, we invite you to consult with your Concierge. While our standard Reserve is curated for individual young adults, we can explore scaled content modifications and varying pack sizes for families with small children to help your supplies remain logically distributed and manageable for everyone.
When will I be billed for my order?
Orders are billed at the time of checkout. This secures your order within our system and initiates the preparation of your kit. You will receive a confirmation email immediately following your purchase, followed by tracking details as soon as your shipment departs.
Delivery & Product Details
When will the Safety Reserve arrive?
Because each Safety Reserve is individually assembled and configured, please allow approximately 4 weeks for production. Once the order is complete, it will be sent via ground shipping, which typically takes an additional 2 weeks for delivery. You will receive a tracking number as soon as the order has shipped.
Note:
Due to federal lithium-ion battery regulations, the Safety Reserve ships via
ground transportation within the 48 contiguous United States.
What should the Recipient expect when the delivery arrives?
· The Safety Reserve is delivered as a curated collection configured in accordance with your customization details.
· We verify that all batteries, including the high-capacity 20,000mAh power bank, are fully charged prior to shipment.
· Upon receipt, the user should take a moment to explore the contents of their Reserve and review the Safety Reserve Guide located in the rear compartment.
· For a full list of what is included in the Guide, please see Product Details
· Your dedicated Concierge remains available for administrative support, replacement coordination, and product familiarity questions outside of active emergency situations.
What is The Urban Resilience Guide?
The Urban Resilience Guide is the digital component of your Safety Reserve, accessed by scanning the QR code in your binder and entering your Activation Code. Once activated, the app guides you through a short setup and unlocks five sections: AI Real-Time Situational Analysis, Location Scenarios, Your Communication Plan, Pre-Plan Essentials, and Disruption Insights.
The AI Real-Time Situational Analysis is downloaded directly to your phone. All
other materials can be printed and/or downloaded — the Guide includes blank
insertable pages so printed materials can be housed in your binder alongside
the rest of your kit.
This content is for informational and educational purposes only and is not a substitute for official emergency communications, professional guidance, or personal judgment. Emergencies are inherently volatile and unpredictable, and no written material can account for all conditions or variables. See our Terms of Service for full terms of use.
What is the AI Query Service?
The AI Query Service lets you submit a structured prompt to a third-party AI system — for example, Gemini, ChatGPT, or Claude — which returns a summary of publicly available information about the event and location you provide, along with general emergency protocols.
This service is for informational and educational purposes only. It does not provide medical, legal, or safety advice, detect incidents, monitor live conditions, verify data, or prioritize information. All output is generated by the third-party AI engine you select. It is not a substitute for official emergency communications, professional guidance, or personal judgment.
How do I access the Digital Materials?
The Digital Materials are accessed by scanning the QR code in your Safety Reserve Guide and entering your Activation Code. After completing a short setup, your digital materials are unlocked.
Because internet connectivity may not be available when you need them, you may want to download your completed materials to your phone and print any sections you want hard copies of. The Safety Reserve Guide includes blank insertable pages so printed materials can be stored in your binder alongside the rest of your kit.
Please see our Terms of Service for additional information, including
your agreement to not rely on these materials as the sole or primary basis for
making safety-critical decisions, including decisions related to evacuation,
sheltering, medical treatment, or personal security.
Are your services available outside the mainland U.S.?
· At this time, we provide delivery strictly to the 48 contiguous states.
· Because the Reserve includes premium lithium-ion power cells, specialized ground transport is required to comply with domestic safety protocols. Consequently, we are unable to ship to Hawaii, Alaska,
military addresses (APO/FPO/DPO), or international destinations at this stage.
Where should the Safety Reserve be stored?
The best place to store the Safety Reserve is a cool, dry, and easily accessible location. While the Tenba Axis V2 backpack is built with military-grade materials, its internal components—including the high-capacity power bank, self-heating meals, and first aid supplies—are best maintained in a stable, room-temperature environment. Because the kit features a discreet exterior designed to blend into urban environments, it can be kept near a primary exit for immediate access without standing out.
Setup & Maintenance
How do I maintain the readiness of my Safety Reserve?
A simple 6-month Ready Routine keeps your Reserve aligned with your current needs.
· REVIEW: Conduct a visual inspection of the backpack and all internal assets. Function-test electronic equipment, such as your radio and flashlight. If you have initialized the Bluetooth Tracker, check your respective app to confirm battery health and location accuracy.
· RECHARGE: Every 6 months, check the power levels of your electronics. While your Urban Resilience Guide provides "Estimated Battery Performance," we recommend a top-off to 100% at least once a year.
o Note: Battery chemistry varies. Some components may require specific discharge cycles; always prioritize the manufacturer’s specific guidance found in the provided documentation or on the manufacturer's website.
· REPLACE: Audit your supplies for anything used, consumed, or missing. Check the dates on food, water, and first aid components—if they have passed the "Best By" or expiration date, they should be replaced.
o Grayl Cartridge: Unused cartridges have an approximate 10-year shelf life. After first use, replacement is generally required within approximately three years, or sooner if performance declines. Always follow the manufacturer’s most current instructions.
· REPAIR: Inspect the bag and components for wear and tear. If any asset is damaged, repair or replace it immediately so it remains functional for the next unexpected event. Feel free to contact your Concierge for additional information or assistance with replacement components.
Where should I look for the most accurate information on how to care for and maintain the components in my Safety Reserve?
You should always treat the original manufacturer’s documentation as the final authority on care, battery maintenance, and safety. This includes: Official Manuals, Quick Start Guides, and Information posted on the manufacturer’s official website.
While we provide helpful tips to assist you, our information is meant to supplement these official resources, not override them.
Always refer to the manufacturer first to ensure your equipment stays in peak condition.
Please be aware that actual battery performance and equipment longevity are heavily influenced by many variables, including storage temperature, humidity, and the age of the components.
What is the Refresh Service?
The Refresh Service is a complimentary outreach program designed to help you stay mindful of your long-term readiness milestones. We provide scheduled maintenance notifications based on the 3, 5, and 10-year anniversaries of your purchase date.
At these intervals, we’ll reach out with a curated Refresh Package containing a selection of updated essentials—including food, first aid supplies, and water filters—which you may choose to purchase at the then-current market rates.
Note: The Refresh Service does not monitor individual item condition, usage levels, expiration dates, or equipment status.
Who receives these notifications?
To keep the whole family in the loop, we send these reminders to both the purchaser and the recipient (provided we have an email address for both). If your contact information changes over time, please let us know via the Contact menu item so we can keep your records current.
Is there a cost to enroll?
No. There is no upfront fee or subscription cost, and you can even choose to opt out of notifications at checkout. Because we don't collect payment in advance, you’ll always have the choice to pay only for what you need, ensuring you receive the most current versions of safety items available when the time comes.
A Quick Reminder: While these purchase-date notifications are a helpful tool for staying on track, please remember to periodically check your individual supplies. Our service acts as a periodic reminder, but it is not a substitute for personal oversight. We recommend checking your Safety Reserve every 6 months to verify that all components remain in good standing and tailored to your needs.
What if I transition to a new Smartphone?
If a new phone requires a different connection (such as moving from
Lightning to USB-C), please contact us to order the correct replacements, which are available at then-current market rates. Addressing this promptly maintains the system's intended utility.
Warranty & Returns
How are hardware issues handled?
We stand behind the quality of all durable hardware components. During the first 30 days after delivery, if a component is defective due to manufacturing issues, we will replace it directly — no manufacturer involvement required.
· Pre-Paid Returns: We provide a pre-paid shipping label and box to return the component to our facility.
· Direct Advocacy: We coordinate all logistics on your behalf.
Please note: this coverage applies only to defects present at the time of delivery and does not cover damage caused by misuse, accidents, or normal wear. After 30 days, manufacturer defects are handled through the standard manufacturer warranty.
Please read our Refund Policy for additional information, including a list of the Durable Hardware.
What is the long-term support structure?
After the initial 30-day window, the individual manufacturer limited
warranties (ranging from 1 to 10 years) become the primary coverage.
· Documentation: We provide you with a Warranty Manifest containing all serial numbers and claim contact emails for Tenba, Grayl, Nitecore, and C.Crane.
· First-Year Administrative Assistance: During the first 12 months, we may assist by providing documentation or facilitating communication with the manufacturer. All warranty determinations remain solely with the manufacturer.
What is excluded from coverage?
For health and safety reasons, perishable items and hygiene or medical supplies are non-returnable. Separately, the following conditions are excluded from standard warranty coverage:
· General: Physical damage from accidents, drops, misuse, or unauthorized modifications.
· Tenba: Normal wear and tear, negligence, or alterations.
· Grayl: For hygiene reasons, water filters that have been used or purifier cartridge defects are not covered.
· Electronics (Nitecore/C.Crane): Damage from battery leakage, unauthorized repairs, or exposure to extreme heat (above 140°F/60°C).
Can I cancel my order before it ships?
Yes. You may request a cancellation at any time prior to shipment. Additionally, to ensure we only deliver systems that are fully tailored and operational, an order may be automatically cancelled if the Customization Phase is not completed within 21 days.
How are refunds handled for cancellations? Because our payment
processors charge non-refundable transaction fees the moment a purchase is made, cash refunds are subject to a 3% processing fee. This allows us to
recover external costs so we can keep our pricing fair for all clients.
Can I avoid the cancellation fee? Absolutely. You can avoid the fee by choosing to receive a 100% refund in the form of Store Credit.
Note: If this Store Credit is later converted to a cash refund rather than used for a purchase, the processing fee will be applied at that time.
What is your return policy after the Reserve is delivered?
We offer a 30-day return window beginning from the date of delivery.
Because our systems are meticulously tailored and contain hygiene-sensitive
items, we utilize a "Partial Return" model.
How is the refund calculated for a return?
Upon receipt and successful inspection of the returned hardware suite, we will refund the amount you paid at checkout (excluding taxes), minus $670. The $670 deduction reflects the retail value of the non-returnable items you keep, and non-refundable shipping, logistics, and payment processing costs.
Which items do I keep?
To maintain the absolute integrity of our supplies, we never restock or resell "returned" safety goods. You will keep or dispose of the following locally:
· Perishables: 6 self-heating meals and 12 high-energy fruit bars.
· Hygiene & Medical: First Aid kit, N95 masks, potassium iodide tablets and the Grayl Geopress Titanium (for health and hygiene reasons, this durable purifier is yours to keep).
· The Urban Resilience Guide: This is yours to keep as our gift. We want you to
have this knowledge regardless of your decision.
Which items do I send back?
We require the return of the entirety of the Durable Hardware suite. To receive a refund, please return the following as a complete set:
· Tenba Axis V2 24L Backpack
· Nitecore Summit 20000 Power Bank
· Nitecore P20iX Flashlight
· C.Crane CC Radio Solar (including batteries)
· The Bluetooth Tracker
· The pouch containing all labeled cables
· The pouch containing manufacturer manuals and safety instructions.
What Is Not Eligible for Return or Standard Warranty Coverage?
For health and safety reasons:
· Perishable food items
· Hygiene or medical supplies
· Used water filters or purifier cartridges
Standard manufacturer warranty exclusions typically include:
· Accidental damage, drops, misuse, or unauthorized modification
· Normal wear and tear
· Battery leakage damage
· Unauthorized repairs
· Exposure to extreme heat (above 140°F / 60°C)
These exclusions are determined by the manufacturers.
How do I Initiate a Return?
Please contact the Concierge.
We will:
· Dispatch a specialized return box
· Provide a prepaid compliant ground shipping label
· Include required lithium-ion safety labeling
· Provide protective packaging
The provided packaging and labels must be used to ensure regulatory compliance and equipment protection.
Security & Privacy
How is my payment information protected?
Your security is our highest priority. We utilize Shopify Payments, which is PCI DSS Level 1 compliant—the same rigorous security standard required by major global financial institutions. Your payment details are fully encrypted from the point of purchase through final authorization; our team never has access to, nor stores, your full credit card information.
How is my data utilized?
We collect only the essential information required to facilitate the professional delivery and one-time customized configuration of the Reserve. Depending on your purchase arrangement, this includes data from both the Purchaser and the Recipient.
To generate the personalized content for Part 2 of the Guide and the AI Query Service, the End-User provides specific situational details. This information is utilized solely as a one-time input to build your individualized continuity framework. To ensure you have successfully downloaded and saved your results, we retain these situational inputs for a limited period following your initial download. After this retention period is complete, we do not retain these specific inputs or provide further access to the data.
We collect:
· Billing information (Purchaser)
· Shipping details (Recipient)
· Concierge interaction records
· Limited digital engagement data (required for one-time content generation)
We do not:
- Sell personal data
- Store full credit card information
What are my privacy rights?
As a U.S.-exclusive service, we honor consumer privacy protections across
all 48 contiguous states, including the CCPA (California) and similar frameworks in Colorado, Virginia, and beyond. At any time, you may:
1. Request a summary of the personal data we have on file.
2. Request the permanent deletion of your personal information.
3. Manage your communication preferences, including opting out of future updates or insights via the link provided in our correspondence.
For full details, please review our Privacy Policy.