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Our Policies

Our 100% Satisfaction Guarantee.  We want you to be happy with your purchase, and we want you to tell your friends about your positive experience.  Through our No Hassle Returns policy, you have 120 days from shipment date to exchange your products or return them for a full refund.  See below for further details and exclusions.  We will do everything reasonable within our power to ensure a positive experience for you (except for Hooligans, Brigands and Blue Falcons).

Order Processing and Shipping

Orders received before 12 pm EST during the work week (Monday through Friday, not including holidays) will be processed the same day. If we have all items in stock we will ship the same day. If there is a backorder we will notify you promptly and see if you would like a comparable product; or wait for the backordered product; or cancel the order.

If we do not have all your items in stock we will check if you want a split shipment or wait until the entire order is ready for shipment.  Therefore in one order you may receive shipments from more than one source. Particularly during deployment preparations inventory can change dramatically from moment to moment, and while we have invested heavily in systems to streamline the supply chain sometimes stuff happens that’s out of our control.

Our preferred shippers are USPS and UPS (USPS exclusively for APO/FPO and International orders).  We find they have the best overall service and rates. We are working on ways to decrease our shipping costs, which we will share with you. We are not responsible for errors or delays made by the shipper. Please note that all FREE SHIPPING and FREE RETURNS it is up to our discretion which shipping service and method we use.

We accept virtually all generally accepted forms of paymentincluding IMPAC, Visa, MasterCard, American Express, Discover and PayPal. We also take bank checks and money orders; you’ll have to wait for funds to clear before we process the order. 

We are proud to ship to APO/FPO addresses. One issue to consider is that unfortunately, occasionally packages get stolen (we’ve been there – bummer!). We are not able to assume responsibility for lost or stolen shipments – packages cannot be tracked on APO/FPO – however if requested we will attempt to make the shipment look a bit less attractive to those Blue Falcons. In honor of your Service we waive our standard international handling charges for APO/FPO addresses. 

 We serve international customers.Note that packages shipped internationally will be claimed at full value for insurance purposes. Further we are not responsible for any additional duties or other fees levied after we ship. We ship internationally using the US Postal Service. 

International orders also frequently take more time to fulfill than domestic orders.  While with domestic orders we will sometimes ship different pieces from different locations to the customer, with international orders we combine pieces into one shipment to reduce shipping cost.  This means that if an international customer is ordering something that usually ships in one day, along with something that usually ships in 5 days, then the expected time to ship is 5 days and not one day. 

We are unable to ship certain products outside the USA, such as scopes, night vision devices, and automatic knives (except in special circumstances); and certain products such as body armor require permission from the US Government.  In addition, certain manufacturers prohibit us selling outside the USA.

Returns and Exchanges

We're proud of our No Hassle Returns Policy:  if you’re not completely satisfied with your order you have 120 days to return your merchandise for a refund or exchange. Please ensure the products is in new, resellable condition, with tags in place!  To initiate a return, login to your account and click on 'My Orders'.  Note that all sales from The Drop Zone are final and therefore not included in the No Hassle Returns policy. Then click 'View Order' on the order you wish to return.  There will be a 'return' link in the upper right hand side of your account area which brings you to our online return form.  Fill out the information you're on your way! 

Alternatively, simply contact us at returns@us-elitegear.com to obtain a Return Merchandise Authorization (RMA) number, with the following info:

  • Your order number and your name
  • Item(s) to be returned / exchanged
  • If exchange, what is the desired new item
  • Reason for return / exchange (this is just so we can improve our Customer Service not because we want to act like Big Brother)

Please make sure each returned / exchanged item is covered under an RMA.  RMA numbers have a validity of 30 days from the date of issue, unless an exception is approved.  Please put your RMA number on both the outside of the package as well as inside with the returning goods.  We will advise you which address to post at the time of issuing the RMA.

Please do not use the manufacturer's packaging for shipping, in other words put that shoe-box inside a standard shipping cardboard box (thanks!).  We strongly recommend you have a tracking number to ensure its return and adequate insurance with your carrier of choice. All items returned must be unused, with tags, in “new” condition and still in their original wrapping. Items that have been damaged in packages that have been carelessly opened, with scissors, razor blades, box cutters, etc., will not be accepted for return. Refunds will be granted to customers within 10 working days of our receipt and inspection of the goods (we say that to cover ourselves but we're usually a helluva lot faster than that).

Regarding paying for shipping for returns or exchanges – put simply if it’s our fault, or if it's covered under our Free Shipping / Free Returns program, we pay all shipping expenses.  If you’re exchanging then we split shipping - you pay to send the original product back to us, and we pay to send the new product to you. If you’re returning the product, then you pay return shipping, unless we screwed up (in which case we pay shipping) or unless you provide a reason we think is compelling why we should share the cost.

We cannot accept the return of certain items, including:

  • Undergarments, batteries, factory-closeouts, special orders and other products, as indicated
  • Body armor – unworn body armor must be returned in the original packaging with all manufacturers’ warranty and product literature in-tact. Worn and custom sized body armor may be returned to the manufacturer within 30 days of the sale date for resizing only. Please contact customerservice@us-elitegear.com for details
  • Special order items including embroidered items, etched knives, prescription eyewear etc. are not returnable and are not exchangeable
  • We will not accept for return any Rifle Scope, Laser Sight, Tactical Light, or Night Vision Device that has been mounted to a weapon. Please determine that you are fully satisfied with your purchase prior to mounting it to a weapon.

Our policy regarding specific items:

  • Apparel – apparel may be returned as long as it is in new condition with all tags intact. It may not have been worn, washed, soiled or have a foul odor. Clothing must not show any signs animal dander, hair or animal odor.
  • Footwear – footwear may be returned as long as they have not been worn outside, scuffed, polished or shown any other signs of use. They must not show any signs of wear or dirt and be in the condition they left the manufacturer in. If you discover defective workmanship, the boots must be returned to the manufacturer for replacement. Please do not use the boot box as the return shipment parcel, pack it in another box so that the next customer can have a positive experience with their products.

Returns are liable for a 15% restocking fee (this does not apply to item exchanges), as are cancellations of orders for which we ordered on your behalf (such as bids, special items, backorders from manufacturers or any goods for which we paid out of pocket based on your commitment to go ahead). We hardly ever charge this, but we put this fine print in our policies just so we’re covered against any potential Blue Falconage.

A Note About Payments

When you order from us online, the system confirms valid funds on the card, and sets aside those funds.  This is called an authorization.  However we do not actually charge you until the product ships, except under certain circumstances.  First is if a product is backordered for more than 30 days, and you agree to wait, we will go ahead and charge you for the product.  The reason is that the authorization is only valid for 30 days.  The second reason we would charge prior to shipping is upon customer request, usually for Military/Federal customers who have budgetary timelines.

Privacy Policy

What information do we collect?

You may visit our site anonymously. However, when ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, and / or credit card information.

What do we use your information for?

The information we collect from you may be used:

  • To personalize your experience - your information helps us to better respond to your individual needs
  • To improve our website - we continually strive to improve our website offerings based on the information and feedback we receive from you
  • To improve customer service - your information helps us to more effectively respond to your customer service requests and support needs
  • To process transactions
  • To administer a contest, promotion, survey or other site feature
  • To send periodic emails

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
The email address you provide for order processing will only be used  to send you information and updates pertaining to your order. You must decide to opt-in to our mailing list in order to receive emails that may include company news, updates, related product or service information, etc.

Note:If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology.

Our ecommerce software complies with the Payment Card Industry (PCI) Data Security Standard. PCI is an agreed upon standard by all of the major credit card companies.

Our payment gateway is Authorize.Net - in their own words “Since 1996, Authorize.Net has been a leading provider of payment gateway services, managing the submission of billions of transactions to the processing networks on behalf of merchant customers. Authorize.Net is a solution of CyberSource Corporation, a wholly owned subsidiary of Visa (NYSE: V).

CyberSource is committed to privacy and security. CyberSource is compliant with the Payment Card Industry Data Security Standard ("PCI DSS") as a Level 1 service provider. CyberSource has been compliant with PCI DSS since its inception in 2002. PCI DSS is the bankcard industry's most stringent security standard. Examples of CyberSource's security measures include: physical, electronic, and procedural safeguards; sophisticated security monitoring tools; documented security policies; use of strong encryption for transmissions of Order Information to and from CyberSource Customers; restricted access of personally identifiable information; and, periodic security audits by third party security experts."

Do we use cookies?

Yes.  Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your web browser (if you allow) that enables the sites or service provider’s systems to recognize your browser and capture and remember certain information.

We use cookies to help us remember and process the items in your shopping cart, to enhance your shopping experience.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect our or others’ rights, property or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third party links

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Other

By using our site, you consent to our privacy policy. If we decide to change our privacy policy, we will post those changes on this page. If there are any questions regarding this privacy policy you may contact us at customerservice@us-elitegear.com.

Warranties and Liability

Most of the products we sell are under manufacturer’s warranty; some of our manufacturers offer Lifetime Warranties. We recommend you fill out your warranty card and send direct to the manufacturer. Note that we are not responsible and cannot be held liable in any way for any damage caused by use of the products we sell, whether in accordance with the manufacturer’s accepted usage or not.

Other Policies

We reserve the right to change any of our policies at any time.

We reserve the right to cancel any order - or refuse to do business with any party - for any reason at any time.  Under no circumstances will we aid or abet undermining the security and safety of our Military or Law Enforcement / First Responders or any in our Nation’s Service; and further we will not be a party to unethical behavior or bad business practices.

  

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