100% Satisfaction Guarantee.
We want you to be SATISFIED with everything you purchase from us. We also want you to be able to return and exchange items as easily as possible.
No Authorization or Return Number Needed.
That's right! You can just Send it Back. (Read below for details)
You may return any unused*, unaltered, non-laundered, un-personalized, re-saleable item, or a defective item for an exchange or full refund or credit within 30 days of shipping. The return is accomplished by returning the item(s) and referencing your order number to the address below:
Hayward Firefighters Company Store
c/o Distinctive Recognition
8441 24th Avenue
Sacramento, CA 95826
Please put a copy of your invoice, or if you do not have that, a note with your contact information and how you would like us to handle your return in the box. Be certain you have included your contact information so we may reach you if we have a question when your package is received.
If you desire to exchange and need the replacement item right away, the quickest way to exchange an item is to re-order through the website. You will be charged for the transaction, but you will receive a credit if you request one when you return the other item. If you do not need the item right away, you can just indicate you want an exchange on your note when you return the other item and we will ship that out as soon as we receive your request for exchange and the item to be exchanged.
Please contact us if an item is defective. Even if beyond 30 days, we will contact the manufacturer on your behalf and try and issue a replacement. We cannot guarantee that the manufacturer will provide for the exchange however.
*Please note: Products may be refused for credit upon inspection by our returns department. If your item is deemed non-refundable, we will return it to you at the address used when the order was originally placed.
Suggestions for Return Orders
Please use care in sending items back to us, preferably shipped and packaged in its original shipping container. Shoes must not be returned shipped in their manufacturer's box- please return packed inside another container.
Please be certain your package can be tracked so that there are not problems with lost packages. You may wish to consider USPS Priority Mail with delivery confirmation for small packages and UPS or FedEx for larger ones.
Your Order Number
Writing your order number on the box will allow for a speedier returns process. Check your packing slip, confirmation email or order invoice for your order number.
We issue credits as soon as possible after receiving your return. However, it may be a few additional days before the credit appears on your credit card account. When your credit card company actually applies the credit to your account is governed by their credit guidelines and is outside of our control.
Credit Information on Shipping
We will pay for return shipping for damaged or defective items or if we made an error on your order. For all other returns you are responsible for shipping the item back to us. We will ship your exchanged item back to you at our cost. In all other cases, shipping charges, whether original or return shipping are non-refundable.