Frequently Asked Questions (FAQ)

Shipping

When will my order arrive?
Standard production time is anywhere between 7 - 14 days, which does not include shipping time. Shipping time will vary depending on which delivery service you choose.

If you would like your order on a guaranteed date, you can add a RUSH to the order during checkout.

If 3 weeks have passed since the order date and you did not receive an update, such as tracking information, please don't hesitate to call us at +1 (888) 852-5588 or message us via LiveChat, so we can further assist you.
What do I do if I received the wrong order or defective merchandise?
Firstly, we'd like to apologize for the inconvenience and would love to make it up for you! In order for us to help you, call us at +1 (888) 852-5588, message us via LiveChat, or email us at sales@firedepartmentclothing.com.

Please have your Order Number, full name, and pictures of the defective merchandise upon request.

For defective merchandise, you must contact us within 10 days of receiving your order, otherwise the request will be void.
How can I correct/update my shipping address?
If an incorrect address is provided on the order and was not yet shipped out, the buyer will not be charged.
If an incorrect address is provided on the order and was shipped out, the buyer will be charged.

You must speak with a Customer Service Rep at +1 (888) 852-5588 or message us via LiveChat to give us the updated address

Please have your Order Number and full name ready upon request
How can I change the shipping address if my order shipped out already?
If you would like to change the delivery address of an already shipped order, please call us at +1 (888) 852-5588 or message us via LiveChat to intercept the package.
If your package is due for delivery today, we are unable to intercept the package.

Please have your Order Number and full name ready upon request

The buyer is responsible for shipping charges to intercept the package to the correct address
Can I pick-up my order?
Yes! If you live in New York near Long Island, we are located at:
180 Hempstead Turnpike
West Hempstead, NY 11552

and are open on Monday - Friday from 9 AM - 6 PM, Saturday from 10 AM - 6 PM, and CLOSED on Sunday. Just walk-in and let us know you're picking up!

A friend, relative or loved one can pick-up your order for you, just let us know and the name for which the order is under upon pick-up.

Note: Your order will NOT be ready for pick-up unless you receive a call from one of our Customer Service Reps stating your order is ready for pick-up.
What happens if my package got lost in transit?
We'd like to apologize on behalf of our shipping carrier and would love to make it up to you! Let us know that your order is lost in the mail then we'll remake your order and send it to you free of charge.

To top it off, you'll receive a complementary one-time 10% coupon code too!
What do I do if my package was refused/sent back to Fire Department Clothing due to an incorrect address?
Our shipping carriers usually attempt to deliver a package, at most, 3 times. Unfortunately, if the package was refused or sent back, then the shipping address is incorrect. Perhaps it was missing an apt #, street #, house #, wrong city, wrong zip code, wrong state, etc. If your shipping address provided on the order is not 100% correct you will not get your package. Once we receive the package that is being sent back to us, we will contact you for further steps.

If Fire Department Clothing made a mistake creating the shipping label, we will be responsible for the charges for reshipment
If the address you provided was incomplete or incorrect, you will be responsible for the charges of reshipment

It is important that we receive the proper address in order to ensure that the package is delivered in a timely matter. Please be sure to make sure your address is correct on all future orders to avoid this problem. No refunds will be issued for packages that are unauthorized upon arrival.
What happens if my RUSH order misses its expected delivery date?
We understand that you needed your order on a specific day and we failed to guarantee that for you, so first we'd like to apologize for our mistake.

To make it up to you, we will refund you the total cost of RUSH and give you a one-time complementary 20% coupon code

If you needed the order for a specific date and you paid for a RUSH service and you no longer need the order, you can refuse the package and we will refund you the order. We still want the chance to make it up to you by giving you 20% of your next individual order. No refunds will be issued for packages that are unauthorized upon arrival. Please reach out to us and let us know the package will be coming back to us.

Ordering

Can I make changes to my order?
Since everything is custom made to order, it is important that you enter the order exactly as you want it. In the case that a mistake has been made on an order, please call us as soon as possible regarding any changes that need to be made to an order. We typically need to locate this order in production before we can guarantee a change on your order.

You must speak with a Customer Service Rep at +1 (888) 852-5588 or message us via LiveChat as soon as possible to make changes

Please have your Order Number and full name ready upon request
Can I cancel my order?
If you are looking to cancel an order, you must contact us within 24 hours of placing the order and we will try our best to cancel it. If you contact us after 24 hours, we cannot guarantee the order will be eligible for cancellation.

You must speak with a Customer Service Rep at +1 (888) 852-5588 or message us via LiveChat

Please have your Order Number and full name ready upon request
What is your return policy?
Since most of our products are custom made to order, returns are generally not accepted unless due to defective merchandise or a production mistake we made. In that case, we will send out a replacement to you, free of charge.

We are not responsible for mistakes that you have made while placing the order (i.e. incorrect shirt color, logo color, sizing, etc). All other returns will be reviewed on a case by case basis.

If you received defective merchandise or a mistake was made on your order, please send us pictures of the product(s) to our email address: sales@firedepartmentclothing.com, along with your Order Number and full name for which the order was placed under

You must contact us within 10 business days of receiving your merchandise and we will provide a Return Label if your order qualifies. You have 30 days from the date the Return Label is issued to send the order back, otherwise the return will be void. No refunds will be issued for packages that are unauthorized upon arrival.
Is there a quantity minimum for a screen-printing order?
Minimums for our screen-printed firefighter apparel order is 24 pieces.

Customization

Can I send in my own garments for customization?
Unfortunately at this time, we DO NOT accept self-supplied garments at this time.
Previously, we accepted customization requests on self-supplied garments, but as of March 18, 2020, due to the COVID-19 pandemic, we refused all requests for the health, safety, and well-being of our staff.
Can I preview my embroidered Maltese?
We will send you a sew-out or preview of what your embroidered logo will look like and gain your approval before we enter the custom production process, so expect a follow-up from us after you place your order.
Please view our Embroidery Gallery page to see example embroidery sew-outs.
Can I use my own Maltese Cross instead of the ones provided?
Yes, you can use your own or your Fire Department's Maltese Cross. Please fill out a FREE Art Request Form.
If you have an image ready, it must be a vector file (SVG or AI) or high quality image. We also take examples of maltese crosses that you would like with your own fire department name.

Bulk Ordering

What is the best way to submit customizations?
Please email us at sales@firedepartmentclothing.com with a Google Sheets link or attach an Excel spreadsheet and the subject of the email with your 'Order # - Name/FDC Name - Customization Form Submission'.

Make sure that you include the garment style, garment size, and customization. It would be helpful to have each product option as a column (i.e. size, color, customization)
Which customization method is the cheapest to get in bulk?
Our cheapest customization method is Screen-Print. Check out our Custom Screen-Printed Firefighter Apparel.

Check out our 15-Man Special to order sets of 15 firefighter clothing packages including: (1) short-sleeve shirt, (1) long-sleeve shirt, and (1) hoodie or crewneck sweatshirt.

If you are ordering between 60-149 total pieces, check out our Ultimate Special for discounted pricing.

If you are ordering over 150 total pieces, check out our Wholesale Specials Collection for the cheapest way to order the essentials.
Is there a quantity minimum for a screen-printing order?
Minimums for our screen-printed firefighter apparel order is 24 pieces.

Check out our 15-Man Special to order sets of 15 firefighter clothing packages including: (1) short-sleeve shirt, (1) long-sleeve shirt, and (1) hoodie or crewneck sweatshirt.

We accept these payment methods:

Amex Discover Mastercard Visa