Customer FAQs
At U.S. Elite, we love our customers. As one of the top-selling online tactical resellers, we desire to provide the best possible customer experience. Saving time and hassle is the top priority of our warehouse and customer service team.
Along that line of giving customers the best experience, we asked our customer service team to share some of your most frequently asked questions.
Q - How do I know my correct size if I can't try the item on?
A - Most product pages will have branding sizing charts on them which will include different things like measurements, US sizing and international sizing. If a product page does not have a sizing chart, they can email customerservice@us-elitegear.com and we'd be happy to assist.
Q - Can I use a regular gift card on my purchase?
A - Unfortunately at this time, the only gift cards that will work at checkout are US Elite standard e-gift card codes. Other payment options include PayPal, Affirm (afterpay), and most major credit cards.
Q - After placing an order, when will my item ship?
A - Most items will ship the same or next day if they are shipping from our US Elite Warehouse. Some items ship directly from their manufacturers so there may be an extended time for processing and shipping. You will be able to determine this at the shipping page of checkout which will notify you of an estimated timeframe.
Q - I'm interested in purchasing for my department or unit and/or I need a quote before purchasing. Is there anyone who can help me with that?
A - We have a great government division who can assist with these types of requests. Their direct email is governmentsales@us-elitegear.com.
Q - Do you ship internationally?
A - We do have international shipping options however many items are restricted to US sale/US shipping. Product pages will always specify in the description if the item is restricted to the US.
Q - Do you ship to military bases?
A - We are happy to ship to our military customers as well. We will ship to all APO/FPO addresses.
Q - I'm looking for something specific - when will you have stock?
A - You can put your email in on the product page and the system will alert you as soon as that item becomes available again. We try to keep stock replenished and typically get new stock every few months, if not sooner. Sometimes there are delays with production or manufacturers so there may be extended delays. To get an ETA, you can send us an email at customerservice@us-elitegear.com and we will be happy to assist.
Q - Do you offer a service discount?
A - We do! You will need to first create an account and then send an email to customerservice@us-elitegear.com with any type of verification of service (ie: work email, ID, photo ID, badge, etc.). We will then add the discount to your account on the back-end which will give you 10% off automatically at checkout on regular priced, non-discontinued items.
Q - I received my order but it doesn't fit. Can I have an exchange for a different size?
A - If the item is in an unworn, unused condition with the original packaging and tags, you may send it back for a full refund and place a new order for the correct size at your convenience. To initiate a return, you may request the return directly from your account under "My Orders" or send an email with your order number to returns@us-elitegear.com. We are not able to issue exchanges however we'd be happy to get you a full refund for your item (pending inspection).
Q - What is GTX?
A - GTX is an abbreviation for Gore-Tex® a critical component in the production of waterproof apparel. It's a micro-thin material which when used in making things like jackets and boots, will keep water from penetrating through the fabric layers, while still allowing breathability.
Q - Do you have a physical location and can I come visit?
A - Yes, we have a physical location in Hawthorne, New Jersey. You can plan a visit by making an appointment with customerservice@us-elitegear.com.
Q - What qualifies new and unused?
A - We accept returns on most products. In order to qualify for a full refund, products must be returned with the tags attached and no visible use. See our return policy here.
Q - How can I be the first to sign up for new offers?
A - When you create your U.S. Elite account, you will automatically be signed up to receive special offers. If you don’t have a U.S. Elite account, you can create one here.
Q - How do I sign up for the loyalty program?
A - When you create your U.S. Elite account, you will automatically be enrolled in our loyalty program. If you don’t have a U.S. Elite account, you can create one here.
If your question isn’t on here, let us know in the comments.