Returns & Exchanges
We want you to be happy with your gear. If something shows up wrong, damaged, or just is not what you expected, that annoys us too.
We are not going to make you navigate a 17 step return process, submit three forms, sacrifice a printer cartridge, and wait for approval from somebody named Karen in another time zone.
Send us an email at customersupport@hdrespondergear.com. We will figure it out.
Return Window
Eligible items may be returned within 30 days of delivery.
Returned items need to be unused, unwashed, unworn, and in their original condition with tags and packaging when applicable.
Trying something on is fine. Wearing it through a twelve hour shift, washing it twice, and then deciding you do not like the color is a different conversation.
What Cannot Be Returned
Some things simply cannot go back on the shelf.
- Final Sale items are not returnable
- Customized, personalized, or embroidered products are not returnable unless we made a mistake
- Opened patches, insignia, and similar items are not returnable
- Items showing signs of wear, use, washing, damage, modification, or field testing are not returnable
In other words, if it looks like it has already been through a deployment, a structure fire, three traffic stops, and a gas station burrito, we probably cannot take it back.
How to Start a Return
Email us at customersupport@hdrespondergear.com with your order number, the item you want to return, and a quick explanation of what is going on.
We normally respond within 1 to 2 business days.
No ten paragraph explanation required. Just tell us what happened and we will work with you.
Exchanges
Ordered the wrong size? Need another color? Apparently medium did not mean what you thought medium meant?
It happens.
Email customersupport@hdrespondergear.com and we will do our best to exchange the item based on current inventory. If the replacement is unavailable, we will talk through the available options with you.
Damaged or Incorrect Orders
If we sent you the wrong item or your order arrives damaged, contact us as soon as possible at customersupport@hdrespondergear.com.
Photos of the item and packaging may be requested so we can document the problem and get it corrected.
If the mistake is ours, we will own it and work to make it right.
That should not be considered exceptional customer service. That should just be how businesses operate.
Refunds
Once your return arrives and is inspected, approved refunds will be issued to the original payment method.
Please allow approximately 5 to 7 business days for us to process the refund after receiving your return. Your bank or credit card company may take additional time to post the funds to your account.
We will send you an email once the refund has been issued.
Unfortunately, yelling at your banking app does not make it process faster. We have tested this extensively.
Return Shipping
Customers are responsible for return shipping costs unless the product arrived damaged, defective, or we sent you the wrong item.
We strongly recommend using a shipping method with tracking.
The postal system occasionally treats packages like they are participating in land navigation training, so having a tracking number makes everyone's life easier.
One Last Thing
We are a small business serving people who work some of the hardest jobs out there.
We are going to treat you fairly, and we ask for the same in return.
If there is a legitimate problem with your order, contact us at customersupport@hdrespondergear.com. We would much rather have a conversation and fix the problem than have an unhappy customer.
That is how High Desert Responder Gear is supposed to operate.