FAQ (FREQUENTLY ASKED QUESTIONS)
I cannot purchase my items.
You must have a department account to purchase and add any department or academy items to the cart.
If you have already made an account, you may have not signed up with a department account. Please email us at [email protected] with:
- The subject "ACCOUNT VERIFICATION"
- Your name
- Your department name
- An image of your department ID or badge
and we will review and edit your account.
I cannot sign in.
Please make sure all the fields are correct (email and password) and you have an account with us.
If you are trying to sign in with an account from our old website, your credentials will not work. Please create a new account.
You may have not verified your email. Recheck your inbox and/or spam folder.
I signed up with the wrong email.
Please create a new account with the correct email.
Can you make an account for me or make accounts for my department employees?
No. This takes just as much, if not more, time for us to create the accounts as it would if you created them yourself.
How long will it take for my account to be approved?
Generally it only takes up to 10 minutes for your account to be approved.
As a person has to manually verify each account, times may vary. If you sign up outside working hours, verifications may be delayed until the morning of the next business day.
If your department isn't one that is on our website, it may take longer for us to verify you.
Why was my account not approved?
Your verification did not match up, was expired, or otherwise did not meet our standards.
Please email us at [email protected] with an updated ID/Badge.
Where are my item(s)?
You can sign in and check your account for the status of your orders.
Due to the current world situation, we are having trouble getting certain items in, which may delay your order.
I only got part of my order.
We try to ship all your items out at once, but if there are item(s) that will take much longer to receive or are out of stock, we will partially ship your order.
Please check your orders under your account for order statuses.
Can I make changes to my order after I purchase?
You may always reach out to make changes, however we cannot make any promises or confirmation of order changers after an order has been processed.
Can I return my order?
Please refer to our RETURNS POLICY.
Can I cancel my order?
As long as the item(s) are not already being processed, we can cancel your order partially or fully.
Please call or email us.
Do you offer gift cards?
Currently, we do not offer gift cards on the website.
Do you have any coupons or sales?
In general, we do not have any public coupons.
All sales will be reflected in price and announced on our social media.
Can I get free shipping?
We currently offer free shipping for orders with a subtotal over $150.
When do you ship?
We ship Mondays through Fridays (excluding holidays).
Where is my package?
You will recieve a tracking number with every package we ship.
After departure from our facility, it typically takes a couple days for the tracking number to update.
My package was never delivered, but the tracking number states it was.
After a package leaves our facility, we do not have any control over shipping.
Please contact the shipping carrier.
Please note that shipping to PO boxes may cause issues with delivery.
Can I have someone else pick up my order?
Yes. As long as they have the full name for the order, they may pick it up.
Please note that once an order is picked up, we are no longer responsible for what happens to it.
May I pick up my order instead of shipping? May I ship my order instead of picking it up?
Please call or email us and we will help you out.
A charge of $12.99 may be added if switching from in-store pickup to shipping
I cannot check out/my card keeps declining.
Please check and make sure all the fields are correct and your card is not expired.
Refresh the page and MANUALLY input all fields (DO NOT USE AUTOFILL).
Can I get my department added to your site?
Please email [email protected]
We will need (at a minimum):
- Department Name
- Copy of your official department uniform policy
- List of ALL items that you want on the website (including colors or other variations)
- ALL vector design files that will be used on garments (preferably .AI or .EPS) [submitting jpg, png, or other non-editable images will increase time needed to add items to the site]
- Description of what logo/design goes on what garments and placement of said logo/design
Please note that AFTER getting all necessary information to add your department to the website, it will take an average of 2-4 weeks to get all your items up.
Please note that the more complex your uniform policy and the more items you want, the longer it will take.
Please note that for some items you request, we do not have the ability to stock or order and will not be added to the site.
Can you make accounts for my department employees?
No. This takes just as much, if not more, time for us to create the accounts as it would if you created them yourselves.
Can I add X item or make X change to my department's page?
Sure. Although we highly prefer to have ALL items added and finalized at once when we initially add the department, we can still add and modify items at a later date.
Please note that additional items and changes take an average of 1-3 weeks to add AFTER we receive specs and policy for said item(s).
Please note that the more complex your uniform policy and the more items you want added/changed, the longer it will take.
Can I order a Class A Uniform?
Due to the very specific tailoring that needs to be done to class A uniforms, we do not offer them on the website.
You may come in to the store to order and get fitted.
Is X item in stock?
At the moment, we are not capable of displaying up-to-date inventory status on the site. Feel free to call us for stock status.
You may check the BACKORDERS page for items that are on backorder.
Can I get X item, but with specific customization?
If the customizable option you desire is not there, it is most likely not in spec or not offered.
You may call or email with an inquiry and we will see if it is possible.
This item states that it only comes blank. Can I get it with my department's specifications?
If the item you desire is not on your department's page, it is most likely not in spec or duty approved.
You may call or email and we can take your order on the phone.
Can I add X item to my department's page?
Sure. Although we highly prefer to have ALL items added at once when we initially add the department, we can still add items at a later date.
Please note that additional items take an average of 1-3 weeks to add AFTER we recieve specs and policy for said item(s).
Please note that the more complex your uniform policy and the more items you want added, the longer it will take.
Where is X item?
If it is not on the website, it is probably an item we do not stock/have in stock or don't sell very often.
Please call or email us.