Lead Times
- Published Lead times are estimates, and can run past or shorter than documented upon ordering.
- Vary throughout the year
- Custom items will be completed within the given lead time on the top banner of the website. If we have material issues, or shop emergencies that will affect this we will send you an email to give you a heads up.
- Rush orders happen, if you find yourself in a bind due to an upcoming event or in need of a gift, we can do our best to work with you. Shoot us an email and we will do what we can to accommodate you.
- "Holiday Custom Order Cut-Offs"- This custom order cut off relates to fire service items that are made to order with full customization. This does not apply to in-stock items, ready for service items, or any durable goods. Below, are items subject to the "Holiday Custom Order Cut-Offs";
- Radio Straps
- Suspenders
- Truck Belts/Turnout Belts
- While we do our best to accommodate some orders past our published "Holiday Custom Order Cut-Offs", we are unable to guarantee delivery prior to Christmas shipping deadlines. We look at this as a bonus for every single order past the published cut-off date.
Leather Customization Options
- We offer a variety of customization to the majority of our items, if there is limited customization available, it will be cited in the item description
- Stamping, painting, stitching, laser engraving, and custom stamp making services
- Varying leather colors and hardware
- Can mix and match leather colors. We refer to these as accents pieces as seen on various item listings.
- There are built in "Stops" within the product builders that require you to select options, if the order wont add to cart, please re-check and ensure you didn't miss one
- There will be a notes to seller portion during checkout. You can use this field to specify anything that you may have wanted to add but were unable to via the product builder. If the request is something we can complete and requires a fee, we will Invoice you via Paypal
Order Changes/Updates Emails
- We know you are excited to receive your new handmade custom item, please keep in mind we are a two person operation whose hands on time in the shop is critical to maintain lead times, please limit your email inquiries for "Just Checking in" or "Status Updates". We ensure you, your order will be complete within the given timeline, and if a situation arises where the lead time cannot be met, we will reach out to you and inform you prior to the lapse in time.
- You will have one week from your order date to make changes to your order. We will guarantee these changes if submitted within this time frame.(Your order may already be in progress at this point, and for us to have to re-check all emails for "Order Changes" after we've already proofed your order drastically decreases our hands on shop time.
- If the change/add-on request requires a fee, we will inform you, and send invoice VIA PayPal
Shipping
- All Items shipped Via USPS Priority Mail
- Large Quantity orders contact us for a custom shipping quote
- Shipping times vary depending on location (Usually 3-5 Business Days)
- International Shipping Available upon request
- You will receive an email confirmation with shipping info once we ship your item (Be sure to check your spam folder)
Warranty
- We stand behind all of our products, and warranty any defects or hardware failures
- If any of these things occur, shoot us an email, and we will get you taken care of
- Paint fade is the only thing we do not cover. Due to the environment these items are used, there is absolutely NO product, or process on the market that will stay pristine throughout its service life.
- Paint fade will all depend on use and exposure, we've seen straps that we painted 5 years ago that look as good as they did the day they were placed in service, and we've seen straps that are worn over the turnout coat with an air pack frame rubbing them that take a beating after a couple years.
- Our design is very thought out with the user in mind. The majority of maintenance can be performed by the user, in turn decreasing out of service time, and saving shipping costs.
- View our video on Maintenance via YouTube
Exchange/Returns Policy
In Regards to Custom Orders (Belts, Radio Straps, Suspenders, anything with stamping applied)
-First and foremost, we will always work with you to correct any issues with your order. Pride and integrity is a huge component of how we operate our business, and our customer service is highly valued by our team.
-If the issues are due to measuring mistakes, typos, or incorrect selection on the customers part there will be a respective fee incurred.
-If the issues are due to workmanship, and/or an error on our part we will 100% cover the adjustment/repair to be made, which includes shipping to and from.
-Due to the nature of custom work, we do not except returns. These items are made one at a time based on the specification when ordering for each customer. We do however, ensure we will always reach an outcome that is fair to both parties, as seen above.
In Regards to Non-Custom Order (Wallets, Purses, Dopp Kits, In Stock Items)
-If the item has been received and isn't quite what you were looking for, you can return or exchange.
-For Exchanges, cost incurred on the customer would be the shipping expense to the shop, and we will handle the shipping fee of the replaced good.
-For Returns, cost incurred would be shipping expense to return to the shop, and the full order amount less shipping will be issued to the customer. The shipping fee has already been paid, and is non-refundable. As a small business, we cannot afford to refund shipping, as the service has already been provided.
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Painting Services & Expectations
Customer Account Creation(Order Tracking)
- You can create an account to access your order progress at any time, HERE
- The account you create will need to be done prior to placing your order for the program to assign and track the order to your unique account
- We do not have the ability to assign an order to an account created after the order was placed
- Yes, we can search for past orders, but we cannot add them to a newly created account
- Order tracking and updates will still be delivered via an automated email system regardless of individual account creation. Be sure to check your spam folder for these types of automated emails
