Frequently Asked Questions
Orders & Products
What kind of gear do you carry?
High Desert Responder Gear focuses on products for law enforcement, fire, EMS, public safety professionals, veterans, and other responders.
Our catalog is growing, and we would rather add good products deliberately than fill the store with 4,000 random items just so the website looks busy.
If we would not be comfortable putting it in front of the responder community, it probably does not belong here.
Do you carry gear for specific agencies or departments?
Our current catalog includes products suited for law enforcement, fire, EMS, and public safety professionals, but we are not currently offering full department outfitting or bulk procurement services.
That may change as HDRG grows. For now, what you see in the store is what we are focused on doing well.
Can I get custom embroidery or patches?
Custom options may be available on select products.
Email us at customersupport@hdrespondergear.com and tell us what you are looking for. If we can do it, we will tell you. If we cannot, we will tell you that too.
No mysterious “your request has been escalated to another department” emails in your mailbox.
Are your products made in the USA?
We source products from a variety of manufacturers, so the country of origin will vary by item.
When origin information is available and relevant, we will include it in the product description.
We are not going to slap an American flag on everything and pretend that answers the question.
Shipping
How long does shipping take?
Standard shipping typically takes approximately 5 to 8 business days after processing, depending on the item, destination, supplier, and carrier.
Some products may ship sooner, while others may take a little longer.
Once your order ships, you will receive tracking information by email.
Where does my order ship from?
Some products may ship directly from HDRG, while others may ship directly from one of our supplier partners.
This helps us offer a broader selection without keeping a warehouse full of gear sitting around waiting for someone to order it, or me to put it all on acting like I am the ultimate crime fighter.
Regardless of where the package comes from, HDRG is still your point of contact if there is a problem with your order.
Will my entire order arrive in one package?
Not always.
If your order contains products from different suppliers or fulfillment locations, your items may arrive in separate packages and at different times.
You may also receive more than one tracking number.
Do not panic if one box shows up and the rest of your order appears to have gone AWOL. Check your tracking information first, and if something still looks wrong, contact us.
Do you offer expedited shipping?
Expedited options may be available depending on the product, supplier, and shipping destination. Available options will appear during checkout when applicable.
If the website does not offer overnight shipping, emailing us at 11:47 PM asking whether we can have it there tomorrow probably will not unlock teleportation technology.
We are working on it. Still haven't made any break throughs. So I passed that tech question off to my dog Ted and he is working it.
Do you ship internationally?
At this time, we ship within the continental United States only.
International shipping, Alaska, Hawaii, and other destinations may be added as HDRG grows.
How do I track my order?
You will receive tracking information by email once your order ships.
Use the tracking link provided to follow your package directly through the carrier.
If tracking says your package has been sitting in the same distribution center for three days, we are probably staring at the same tracking screen and wondering what they are doing too.
If something genuinely appears wrong, email customersupport@hdrespondergear.com and we will help.
Returns & Exchanges
What is your return policy?
Eligible unused items may be returned within 30 days of delivery.
Items generally need to be unused, unwashed, unworn, and in their original condition.
For all the details, check our Returns & Exchanges page.
The short version is simple: treat us fairly and we will treat you fairly.
My item arrived damaged or I received the wrong product. What do I do?
Email customersupport@hdrespondergear.com with your order number and photos of the item and packaging.
If we made the mistake, we will own it and work to get it fixed.
No blaming Mercury being in retrograde. No pretending the computer did it. We will handle it.
Can I exchange something for a different size or color?
Usually, yes, depending on inventory availability and the product.
Email us at customersupport@hdrespondergear.com and let us know what you need.
If the replacement is available, we will work through the exchange with you.
Payments & Orders
What payment methods do you accept?
Available payment methods are shown during checkout.
Because payment options can change as the store grows, checkout will always have the most current information.
Can I change or cancel my order after placing it?
Contact us as soon as possible at customersupport@hdrespondergear.com.
If the order has not already been submitted for fulfillment or shipped, we will do our best to help.
Once it is already boxed up and headed down the highway, our options become considerably more limited.
Still Have Questions?
We are a small business, which means your email is not disappearing into a customer service bunker staffed by 600 people reading from scripts.
If you have a question about a product, order, return, or anything else related to HDRG, contact us at:
customersupport@hdrespondergear.com
We normally respond within 1 to 2 business days.
If you have a real problem, tell us what happened. We will do our best to make it right.