"Protecting Those Who Protect Us"

Customer Service

Shipping Information

Packages are shipped via UPS Ground, Fed-EX Ground or US Postal Service. All orders shipped to a U.S. Military address will be shipped via US Postal Service.

 

International Orders

At this time, On Duty Gear does not offer International sales and support except to US Military Installations.

 

Shipping Rates

Shipping prices are calculated at the time of order and are based on item(s) ordered, shipping weight and destination of package(s). Rates are displayed at checkout for review prior to submitting the order.

 

2-3 Day Expedited Shipping

All orders processed with 2-3 Day Expedited Shipping are processed on a priority basis on or before the next business day. Orders are delivered 2-3 business days from the ship date (not 2 -3 days from the order date). Orders are not delivered on Saturday, Sunday, or Holidays without special consideration(additional charges may apply for weekend deliveries – please call 888-880- 4441 for a quote). Shipping times are not guaranteed.

 

Product Availability

Product availability is listed on the webpage for each individual item. Customers will be contacted via phone or email if the item inventory status is different than is listed on our web site. At this time, the order will be placed on “hold” status. Customer must reply via phone or email to confirm if the change in availability will be acceptable. If no reply is received within 14 days, the order will be cancelled.

 

Return Policy

Request for return may be made up to 7 days after receipt of item. Item(s) must be returned within 10 days of the original receipt date; all returns must be in original packaging, be unused and have a return authorization number. Returns not meeting the above criteria will be refused and returned at customer’s expense. Customer is responsible for all return shipping charges. Once received, item(s) are inspected for new quality and the credit is issued via the original payment method for the order. An email will be sent confirming a return request has been received and credit amount to be issued upon receipt and inspection of the item(s). To obtain a Return Authorization (RA) #, you may call (888) 880-4441 or email sales@ondutygear.com. Please have the following available at the time of return request: original order number, model number of item you need to return, reason for return. All information may be found on the order confirmation. Returns are subject to a 15% re-stocking fee.

Send all returns to:
On Duty Gear, LLC
Attn: RA (insert RA # provided)
2525 Lapeer Ave
Port Huron, MI 48060

 

Exchanges

Request for an exchange may be made up to 7 days after receipt of item. Item(s) must be returned within 10 days of the original receipt date; all items must be in original packaging, be unused and have a return authorization number. Exchange requests not meeting the above criteria will be refused and returned at customer’s expense. Customer is responsible for all return shipping charges. Once received, item(s) are inspected prior to the replacement item being processed. An email will be sent confirming exchange request has been received and replacement item needed. On Duty Gear, LLC will pay the cost of the replacement item to be shipped. To obtain a Return Authorization (RA) #, you may call (888) 880-4441 or email sales@ondutygear.com. Please have the following available at the time of return request: original order number, model number of item you need to return, reason for exchange, replacement item needed.

 

Defect and Shipping Errors

Items received defective or shipped incorrectly may receive a credit back via the order’s original payment method or customer can exchange for the correct or non-defective item. Customer will not be responsible for shipping costs to correct erroneous shipments or defective products.

 

Cancellation Policy

Cancellation requests will be honored when ever possible. If the order has shipped before the cancellation request is received and we are unable to stop the shipment, you will have the option to return the order for credit (see return policy above). Refused packages are processed as a return and restocking fees apply.
Positive SSL