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FAQ

Frequently Asked Questions
- I have forgotten my login name and (or) password!
- How much is shipping? What determines the shipping rate?
- What is your return policy?
- What happens if I receive a faulty or malfunctioning product?
- Are there times during the year which you are closed for business?
- I've sent many emails to you but have not gotten a response. What's going on?
- Can you help me find a certain product?
- Can you order parts for me?
- I want to know if a product is in stock?
- Can you email me when a product comes back in stock?
- Is airsoft legal where I live?
- How do you ship? Which courier?
- Where do you ship to? And where do you ship from?
- How long will orders take to reach me?
- Do you ship to US? Orange tips and trademarks?
- Do you ship to APO(s) and FPO(s) ?
- Does your gun have orange tips? How will SB199 affect Californian customers?
- Can you ship the guns to me without removing trademarks and painting the barrel?
- Can you ship to UKARA registered members?
- What if I am not an UKARA registered member?Can you paint guns 2-Tone for UK?
- Do you ship to South Korea, Taiwan and Japan?
- Do you ship items to Germany? Does the guns you sell have F-mark in a Pentagon shape?
- Can you disassemble guns before shipping?
- Do you ship guns to Canada / Australia / New Zealand / Singapore / Malaysia / Indonesia / Thailand?
- My order was shipped by UPS and the parcel delivery is delayed. Is there a UPS number I can call to check on it?
- Will I be charged import taxes or duties?
- How do I pay? Do you accept Credit Cards? Paypal?
- How do I pay through PAYPAL?
- Do you take credit cards?
- I do not have a credit card - how do I perform a wire transfer?
- What currency are your prices?
- Can I pay 90 days later with "BILL-ME-LATER" / "Paypal Credit"?
- What guarantees are offered?
- Do you sell second-hand guns?
- What are Wolf Points?
- What is your privacy policy?
- How loud are airsoft guns?
- What do your guns come with? Do they all have English manuals?
- How to calculate Joules and FPS?
- How strong is the recoil on airsoft guns?
- How many chargers do I need to buy?
- Should I reuse BBs?
- Can you upgrade / power-up guns?
- I am visiting Hong Kong soon. How do I visit your HQ?
- Do you wholesale?
- Why should I buy from RedWolf Airsoft Specialists?
 
I have forgotten my login name and (or) password!
Please click here to retrieve your login password.
CLICK HERE If that does not work, contact us or email webmaster@redwolfairsoft.com to ask for your login and/or password.
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How much is shipping? What determines the shipping rate?
That depends on what you are ordering, since shipping costs are highly sensitive to weight and dimensions. The heavier and (or) larger your order is, the more it will cost to ship internationally. However, there are economies of scale and shipping cost per kilogram decreases as the package gets heavier. As such, the per item shipping cost is lowered when you have more items.
If you have friends who live near you, and would like to order as well - you can suggest batching everything into one order to save on shipping costs for everyone.It's always more cost effective to ship more in one package than to ship separately.

Shipping couriers and methods please refer to our section above.

The total shipping cost is calculated automatically for your order when you add the item to your shopping cart from within our online store.
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What is your return policy?
We accept returns for store exchange credit. A 20% restocking fee is levied on returned items.

Full Return Policy Details.
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What happens if I receive a faulty or malfunctioning product?
Our team of professional customer service representatives will be glad to assist you in event of anything came broken or broken midway or you simply did not like the items you received.

You will need to email service@redwolfairsoft.com with your order number and reference to the conditions of the items you received for a return authorization. If the product in question is an airsoft gun, you can likely send it to one of our regional service centers for repair. Otherwise, please fill out the Return Product Form and include a copy along with your returned shipment to us.
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Are there times during the year which you are closed for business?
Yes, we observe all major holidays. During these days, we will post a notice on our front page and Facebook page informing customers of this. Basically when the post office is closed, we are unable to ship our products out. You can send us orders and these will be processed on the first business day following the holiday in the order in which they were received.
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I've sent many emails to you but have not gotten a response. What's going on?
Please be sure to send to our sales@redwolfairsoft.com address and do not send order inquiries to our webmaster@redwolfairsoft account. If you sent your inquiry during a public holiday or a weekend, please expect an answer by the following business day.

Also beware that some mail servers block our email address. If you have not received a response from us for a long time, consider mailing us from a Hotmail or Yahoo email account, or you can call our office directly during our business hours, Monday to Friday, 0930-1830 (GMT+8).
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Can you help me find a certain product?
Please use the 'contact us' function or email us at sales@redwolfairsoft.com and we would get back to you asap.
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Can you order parts for me?
Yes , if the parts are available separate or is an aftermarket part, we can try to source it for you, but if it isn't on the catalog of the manufacturers or not on the dissemble guide, we are afraid our hands would be tied
We also do offer parts ordering for guns we sold, if something broke down, let us know, we would try to help you out.

**Please look into the manual of your gun and find the EXACT part number and email us with a clearly indicated diagram. We will then request our purchasing department to start looking for them.

Unfortunately due to the number of requests for parts, we cannot email everyone individually when the parts come in. So kindly just check our website about 2-3 weeks after your request to see if the part has been uploaded to our site.
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I want to know if a product is in stock?
Our stock status system on the website is real time. If our website shows the "ADD TO CART" button next to a product, that means the product is physically in stock and sitting in our warehouse, and ready to be shipped to you immediately.

If you see the words "Out of Stock" on our website next to a product, that means the product is not in stock. Please use the "Stock Alert" function to receive a notification when the item has been restocked, please also be aware that you will need to sign up for a free account on our online store to use such services.
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Can you email me when a product comes back in stock?
Our website has a "STOCK ALERT" function.

In order to use the "Stock Alert" button for the product that interests you, please sign into your free account on our site. Then you will see the yellow "Stock Alert" link right below the "Out of Stock" tab in the product's page. Please note that you will only see this link AFTER you log into your REDWOLF account.

Once you click on it, we will email you when the product comes back in stock. We will email you at the address that is under your registered account.
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Is airsoft legal where I live?
Airsoft is legal in many countries, though their legality is still hotly disputed in others.

Legality of Airsoft and What Options Exist For Me?.

If you have further questions, you could contact us at sales@redwolfairsoft.com or simply use the 'Contact Us' function.
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How do you ship? Which courier?
For orders paid by credit card, we ship using Express delivery service that requires a signature for delivery. This includes EMS (Speedpost), FEDEX, DHL, and UPS. We would use the most efficient and reliable company to ensure you get your order without hassle from customs.

If you pay by Wire Transfer, then you can also select the option of shipping by regular Air Mail or Ocean Surface mail (which is cheaper but takes much longer).
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Where do you ship to? And where do you ship from?
We ship all over the world where it is legal ; from North to South, East to West. For countries where there exist requirements regarding the appearance of airsoft guns, we will perform the appropriate modifications prior to shipping.

For countries where airsoft is illegal, shipping is at the customer's own risk and RedWolf Airsoft Specialists will not be held liable for seizures by customs. Please note that we do not ship guns to Singapore, Malaysia or Australia.

Please note that we do NOT ship to P.O. Boxes . But we do ship items to APOs and FPOs via air mail.

All of our items from our main site (www.redwolfairsoft.com) would be shipped from our Hong Kong Headquarters to addresses globally, RWUK (uk.redwolfairsoft.com) orders would be shipped from UK and covers the whole Europe.
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How long will orders take to reach me?
On BUSINESS DAYS, we typically ship out the order within 24 - 48 hours for standard items, and within 3-7 days for orders requiring upgrades or modification work. NOTE that this is for orders received on business days. If you place an order on Friday night or Saturday, then the order will not be processed until Monday (following business day).

Once it leaves our office, add to that the time for express mail delivery and customs clearance (which can add anywhere from 2 to 5 days), you should expect to receive your order within 5 to 10 days of payment. Please note that if you place your order with us during a holiday, it will not be processed until the next business day when we are back. Some holidays like Easter, Christmas, New Years, Chinese New Years can add a 3 day delay to your order processing time since all the post offices are closed.

If you have chosen upgrade work to be performed on your gun, please expect 1-5 days for modifications and testing before we ship out. Thorough testing will avoid problems once the gun makes it's way around the world to you!

While RedWolf Airsoft cannot guarantee delivery times, we strive to process orders as soon as we receive them. International delivery time may vary, particularly during holiday seasons such as Christmas.

Please note that our shipping department does not operate on public holidays or when severe tropical storms affect Hong Kong's shipping and postal service. Note that on these occasions, post offices are usually closed for business as well.
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Do you ship to US? Orange tips and trademarks?
We do ship to residents in US and its territories

US Federal law requires a bright orange tip on all airsoft guns. All real gun trademarks are also illegal and must be permanently removed from the gun's body for import. Failure to comply with these legal requirements can mean confiscation by Customs, and you will never receive your order. Please note that RedWolf's 100% money-back delivery guarantee only applies if you allow us to comply fully with the regulations.

If you are not located in the US or your country does not require orange tips for airsoft, such regulations shall not affect the products you receive but it might still be accounted for trademark covers/ removal as the original trademarks might not be licensed in your country, please contact us if you have such concerns. How Orange Painted Barrels Are Handled For US Customers
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Do you ship to APO(s) and FPO(s) ?
Yes we do ship to Army Post Office (APO) and Fleet Post Office (FPO) addresses via airmail.
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Does your gun have orange tips? How will SB199 affect Californian customers?
Currently, if we are aware that the country the gun will be shipped to requires so, we would attach one to comply with the local regulations, this mainly affects US, Puerto Rico, Italy, Chile, and South Korea. IF you are not in these countries, we would not attach an orange tip unless specified. SB199 is a Californian local regulation that requires all the airsoft guns to be shipped to California with the following requirements:

1. Bright colors around specific areas, such as magazine, trigger guard, handguard and stock.
2. Orange tip to comply with Federal reguation.

Currently we DO ship guns to California with compliant of SB199.
** Note it will take us a few extra days after we receive your order to make the gun(s) you purchased SB199 compliant.
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Can you ship the guns to me without removing trademarks and painting the barrel?
If customs sees a gun that doesn't have the painted barrels and trademarks removed, customs WILL confiscate your gun. If you really want the trademarks and no barrel paint, we would be happy to help you but we cannot be held liable in the event of a seizure.


Please note that trademarks may be illegal in your country and you may be committing an offense by importing an Airsoft gun with trademarks on them. It is your responsibility to check whether you may be liable to problems by importing an Airsoft gun with trademarks on them into your country. We DO NOT recommend it and always suggest you comply with the law in your country. In such case, you MUST pay for your order using WIRE TRANSFER. We do not accept credit cards or PAYPAL for special requests to leave off the orange paint or to leave trademarks on guns!

If you allow us to perform proper trademark removal and barrel painting, we guarantee that you will receive your order or your money back!

If you are using airsoft guns for theatrical purposes or intend to keep them on private premises throughout their entire life on use, then removal of the orange paint requires some paint thinner, a rag, and some patience for removal. We however do not recommend removing the orange paint if the airsoft guns will be displayed in public. That is a violation of US Federal law and you would be liable to criminal charges, such action are applicable to other countries as well, usually under the offense of creating threat in public security .

Click here for more information on orange flash hiders.

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Can you ship to UKARA registered members?
If you are a UKARA registered member, then we can ship to you without any problems. After you place your order online with us, one of our customer service representatives will email you and ask for your UKARA number. Once you provide it, we will look into the UKARA database to confirm your details. Once confirmed, we will ship your gun to you along with your UKARA number in the shipping invoice so that customs can check it.

Let us know if you have any additional questions. The good news is that we can ship any gun to you without any problem.
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What if I am not an UKARA registered member?Can you paint guns 2-Tone for UK?
Yes we can spray paint half the gun neon green if you require for importation into the UK (only required if you are not a registered UKARA member). This will incur a cost though. We'll need to check with our technicians to see how much it would cost (shouldn't be much). Please let us know which particular model you are interested in, and we can add the two-tone upgrade paint job to the list of options for that gun.
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Do you ship to South Korea, Taiwan and Japan?
We do ship items to South Korea, but there are some restrictions, mainly in lasers, red dot sights and guns. Lasers and Red dot sights are complete no go, but guns we can ship there with an orange tip.

Taiwan is one of the largest country for producing airsoft guns and related items. We do ship most of our items there with a velocity report in Traditional Chinese.

Shipping to Japan is similar to Taiwan, we do ship most of our items there with the attachment of a velocity report.
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Do you ship items to Germany? Does the guns you sell have F-mark in a Pentagon shape?
We do ship items to Germany with the exception of laser / weapon mounted light, grenades and guns without the F-Mark.

F-Mark / F in a Pentagon shape is a designated sign for identifying which guns are legal to be imported into Germany, we have a selection of them that are legal to be imported into Germany, for more details please contact us.
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Can you disassemble guns before shipping?
In general we do not disassemble guns prior to shipping. Some customers ask us to do this for certain countries where Airsoft is illegal. However, we cannot guarantee that all packages will make it to you successfully so in general, we do not encourage trying this. Additionally even if all parts did make it through, you may not be able to put the gun back together properly. So our short answer to this question in general would be "no".
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Do you ship guns to Canada / Australia / New Zealand / Singapore / Malaysia / Indonesia / Thailand?
For Canada, do ship guns, accessories, parts and combat gear.

For Australia, we can only ship accessories , parts and combat gear, no complete guns or dissembled guns.

For New Zealand, we have no problem shipping guns there as long as the customer has obtained an import permit for the guns, such permit could be obtained at your local police departments. *Note Bolt-action rifles does not require permits for importation to NZ.

For Singapore, airsoft is very much out of the question and are banned, unless you have special government approval or authorization to import. We can ship non-Airsoft specific items like scopes, gloves, masks, but we cannot ship complete guns. You may inquire with us about resellers in these countries that may be able to sell Airsoft guns to you.

For Malaysia and Thailand, we can ship non-Airsoft specific items like scopes, gloves, masks and upgrade kits to you. You may inquire with us about resellers in these countries that may be able to sell Airsoft guns to you.

Indonesia is legal to own airsoft, but we cannot ship Airsoft guns directly to end-users. You may inquire with us about our resellers in Jakarta.

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My order was shipped by UPS and the parcel delivery is delayed. Is there a UPS number I can call to check on it?
If your order was shipped by UPS and delivery to you has been delayed, you may contact your local UPS office directly to inquire. UPS provides toll free numbers in the countries listed below. Please have your tracking number ready when you call them.

Country Name: Finland -- Toll Free Number:0800-1-877-877
Country Name: Germany -- Toll Free Number:0800-882-6630
Country Name: USA -- Toll Free Number:1-800-782-7892
Country Name: Canada -- Toll Free Number:1-800-742-5877
Country Name: United Kingdom -- Toll Free Number:08457-877-877
Country Name: Belgium -- Toll Free Number:0800-12828
Country Name: Spain -- Toll Free Number:900-102-410
Country Name: France -- Toll Free Number:0800-877-877
Country Name: Norway -- Toll Free Number:0800-33470
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Will I be charged import taxes or duties?
Some countries will tax imported goods and this may apply to you. Our pricing policy does not cover taxes and duties as a result to variations of customs regulations between countries.


However, such conditions are not consistent for every state or region within each country, and the shipping company will also make a difference as to whether tax is charged or not. Taxation and import duties also might not be applied if customs does not inspect your package.

However, please understand that in some cases, your country may elect to charge a tax on items you order from RedWolf Airsoft. We have no control over such state level decisions. If your government shall requests you pay taxes on your purchase, you must pay it to receive the product. We do not bear the responsibility of paying your taxes on your behalf. Please read our Customs Duties and Taxes statement before you purchase. If an order is returned to us due to your refusal to pay import tax, we will charge a 20% restocking fee if the order is returned to us as a result. The shipping fee will also NOT be refunded. Kindly ensure you understand this policy before purchasing from us.

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How do I pay? Do you accept Credit Cards? Paypal?
There are various methods of payment including Credit card, International Money Orders (IMO), Bank Drafts and direct bank-to-bank wire transfer. For larger orders, wire transfers make the most sense and we are willing to offer a discount. RedWolf Airsoft reserves the right to insist on wire transfers depending on the dollar amount and the country in question.

Note that IMOs and Bank Drafts require 30 days to clear and we will only ship out your order after that has occurred. As such, we recommend you use credit card if you simply cannot wait.

Please note that we do not accept personal checks.

We also accept Paypal for payments, for more info please read the tab below dedicated for Paypal payments. Click here to learn about different payment options available to you.
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How do I pay through PAYPAL?
Simply place an order on our site and select "PAYPAL" as you desired form of payment / "Express checkout with PAYPAL" . You will be taken to the Paypal website automatically at the end of your checkout process.

Step-by-Step Guide To Using Paypal.
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Do you take credit cards?
Yes! We take VISA & Mastercard directly and securely online. We do NOT store your credit card information on our web store so your information goes directly to the bank.

Prior to using your credit card with us, it's best to inform your bank that you intend to make international charges on your card to avoid problems with your bank authorization. Please note that we can only send the purchased products to the cardholder's billing address. RedWolf has the right to ask for further information to validate the legality of the transaction.

We also take payment through Paypal. You can thus use Visa, Mastercard, Discover, and American Express. Credit card information is processed through SSL for security.

How to pay by credit card
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I do not have a credit card - how do I perform a wire transfer?
Wire transfers offer an effective way of paying when you are making a large purchase.

SPECIAL NOTE: Due to new changes in international banking regulations, banks in Hong Kong no longer accept wire transfer payments from certain countries, we would suggest you to contact your local bank branches for confirmation of payment conditions. In event of capitol control / wire transfer restrictions, credit cards and PAYPAL are your options.

If Airsoft is officially legal in your country, then you will also enjoy a 4% discount off the product price of your order. Note that the discount does not apply to shipping fees or other upgrade service charges. However, if Airsoft is not technically legal in your country (as deemed by your country's customs department), then Wire Transfer is your only option for payment and the 4% discount does not apply for you.

Step-by-Step Guide To Wire Transfers
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What currency are your prices?
All the prices on our website are calculated in US dollars. If you are living in another country, use our "Currency Converter" function on the top right hand corner of the web store right above your login box to find out what the prices are in your local currency.
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Can I pay 90 days later with "BILL-ME-LATER" / "Paypal Credit"?
Paypal offers "BILL-ME-LATER" / "Paypal Credit" service to qualifying residents in North America.
If you live in the USA / Canada, then you maybe qualified for PAYPAL's "BILL-ME-LATER" / "Paypal Credit" program.

Simply sign up for Paypal and when you check out, you will see a "BILL ME LATER" option. This option allows you to pay for your purchase up to 90 days later. We will ship your order immediately and PAYPAL will bill your credit card 90 days later!

To learn more about "BILL-ME-LATER" from Paypal, visit :
PAYPAL's BILL ME LATER SITE.
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What guarantees are offered?
Unless airsoft is illegal in your country, we offer a "MONEY-BACK" guarantee that you will receive your order and that customs does not seize it. If a seizure does occur, we give you your money back or ship a replacement!

We do not offer a guarantee on the products themselves since improper use can break a product very quickly. That's why you should read the instructions carefully before using your product. Should you find damage or problems with your purchase, please contact us within 24 hours for immediate action.

If an agreement has been reached for you to return any damaged or malfunctioning goods, You, Yourself are required to bear all shipping fees for all shipments incurred by any returns to RedWolf Airsoft.


Please note that we do not recognize technicians outside of our in-house staff, so items that have taken to 3rd party Airsoft technicians, or you yourself to disassemble or repair will not be covered by RedWolf Airsoft.


We cannot offer warranty periods beyond that since we cannot control how the gun or accessories are used.


Any problem reports made after 24 hours will not be honored by RedWolf Airsoft.

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Do you sell second-hand guns?
No, currently we do not sell second-handed guns at all to ensure all our guns are brand new, functional and shiny.
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What are Wolf Points?
You accrue Wolf Points every time you buy from RedWolf Airsoft. Wolf Points can be used to redeem free gifts. Note that you cannot use accrued Wolf Points immediately on the same transaction that you earn them on. You will be allowed to redeem Wolf Points for gifts on the next purchase.

For every dollar spent, you will earn one Wolf Point. A list of gifts that you can redeem will be visible upon logging into your account under the 'Bonus Product' tab.
**Note: Unfortunately, Wolf Points could only redeem products on the 'Bonus Product' list, one cannot choose items of equal value to replace the products on the list.
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What is your privacy policy?
We treat your personal information with the utmost respect. Please view our Privacy Statement.
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How loud are airsoft guns?
Gas blowback guns typically sound similar in nature and loudness to popping a fully inflated balloon. AEGs are a little bit quieter and almost sound like a hammer smashing loudly on a plank of thick wood. No airsoft gun can possibly match the loudness of a real gun.
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What do your guns come with? Do they all have English manuals?
This varies from gun to gun, but generally speaking, it would follow the following format:
  • Gun x1
  • Magazine x1
  • Operation Manual x1

    Most manuals from the manufacturer comes with English instructions. (Please notice exceptions for Japanese manufacturers such as Tokyo Marui, KSC, Marushin and Maurzen may not have English instructions in their manual.) If you have any questions, please use the 'Contact Us' tab to send us a message, we would get back to you as soon as possible to solve your inquiries.

    Batteries and chargers are sold separately and can be purchased through our accessories section. In some promotional offers, batteries and / or chargers are included with the gun and those apply on a case by case basis. One charger is all you need to support your entire selection of guns so we do not feel it is necessary to package it with every gun you buy! Don't be fooled by other retailers into buying a charger for each of your AEGs.

    Please also note that Ni-Cd, Ni-Mh batteries would use different chargers than Li-Po batteries, please consult us if you have a difficult time finding a charger / battery suitable for the guns we sell.
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    How to calculate Joules and FPS?
    Joules measures the energy of a BB as it is fired and impacted upon its target. Joules accounts for both the speed and weight of the BB to caculated total energy of impact.

    Velocity, or Feet Per Second (FPS) as it is usually referred to, simply measures the speed of the BB without taking into account its weight.

    If you know the Joules rating of your gun and want to calculate the equivalent FPS, you will need to use a standard mathematical formulate to make the conversion.

    View The Joules and FPS Equation
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    How strong is the recoil on airsoft guns?
    AEGs typically generate little to no recoil. You can feel an intense vibration when firing in full-auto mode. Recoil is present in gas blowback guns and handguns will generally kick in your hand when fired in semi or full auto mode. Keeping your aim will require a strong grip as the gun kicks up. However, the recoil is far far softer than a real gun. While the recoil on a real gun is strong enough to lift your arm entirely, a strong kick on an airsoft pistol will only kick and pivot your wrist.
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    How many chargers do I need to buy?
    You only need one charger to power your entire AEG collection. Don't be fooled by other retailers that make you think you need to buy one charger for each AEG.
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    Should I reuse BBs?
    Don't reuse BB's unless you want to wreck your gun very quickly. Used BBs may contain cracks and deformations that may ruin your gun and result in Total Loss.
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    Can you upgrade / power-up guns?
    Yes we do. If an upgrade option is available on a particular gun, you will be allowed to select it while browsing our shopping cart. Note that when you opt for an upgrade on an AEG, we usually include the appropriate battery on the upgrade to prevent you from selecting an inappropriate battery that would render the gun inoperable.

    If you see a gun you like but there is not upgrade option, contact us and request for upgrade options. We will consult our engineers and add all available upgrade options for that gun immediately.
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    I am visiting Hong Kong soon. How do I visit your HQ?
    Our show room is currently only open for wholesale customers, and order pickups, no retail operations on site. The best way to get to our shop is via the local Mass Transit Railway (MTR) underground subway system.

    If you want to purchase items, we would recommend you make an order on our webstore before coming over to pick them up, we also offer free local deliveries. Unfortunately all retail operations are prohibited by our building regulations so please do make an order before coming over.


    View the instructions to our store

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    Do you wholesale?
    Yes, please inquire with us. We currently supply many retailers worldwide. Special pricing is available. Please fill in our Wholesale Contact form by clicking on the relevant link on the navigation bar on the left, or email wholesale@redwolfairsoft.com
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    Why should I buy from RedWolf Airsoft Specialists?
    If superior service rivaling that of major online retailers and reasonably priced airsoft products is what you're looking for, then you have come to the right place. Our offerings are priced equal to, and in most cases lower than, the manufacturer's suggested retail price (MSRP). Our geographic proximity to Japan and our relationship with direct distributors and manufacturers in the ASEAN region alike allow us to keep costs low - and hence translate into savings for you.


    Our emphasis is on service and we are known for our caring attitude to provide top-notch work in pre-sale and aftersale services. Our relationship doesn't end with the customer paying...rather, that represents the beginning. Today's economy has evolved into a global one where geographical barriers no longer enable strategically located retailers to charge unreasonable prices for imported products. With the efficiency of overnight shipping and a diverse array of digital payment methods, which country we serve you from shouldn't mean anything. The value we can bring to you, however, means the world.

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