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My Account

How do I create an account?

  1. Click the "My Account / Order Status" link at the top right side of our site.
  2. Enter your email address.
  3. Select "I am a new customer".

How do I edit my account information?

Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

What if I forgot my password?

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Order Status

Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order. This information will not be available until an order has shipped. The UPS and USPS tracking systems may not provide feedback on the package location for 12-24 hours after that.

How long will it take for me to receive my package?

Orders are usually processed in 1-3 business days. Backorders or shipments from warehouses other than the OPSGEAR location in North Salt Lake, UT, may lengthen the time for fulfillment. Depending upon the destination and shipping method, the time for a package to arrive varies. Orders delivered outside the United States will usually experience delays from local Customs Agencies. When available, a tracking number will be provided to the customer and should appear in the order status after the order has shipped. Most packages cannot be tracked after leaving the United States. As a precaution all packages are insured. When a customer suspects that their package has been lost in shipping they should contact customer service.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

How long will it take to process my order?

Orders are usually processed in 1-3 business days. In instances where items are backordered, the customer will be notified and given the option to have their order shipped together or in separate shipments as backordered items become available. Orders fulfilled from locations other than the OPSGEAR warehouse located in North Salt Lake, UT, may occasionally require additional time for processing; where this is known to exceed 3 business days, the customer will be notified.

Click the "My Account / Order Status" link at the top right hand side of our site to see your order status.

When will my backorder arrive?

The duration that products are backordered depends upon the product and the manufacturer. In general items are backordered for less than 2 weeks, however in some instances, with high demand or difficult to obtain products, more time may be necessary--particularly on items being purchased in high volume by the United States military. The estimated arrival date is not always known, but feel free to contact customer service who will do their best to provide you with information.

Payment and Billing

How do I change quantities or cancel an item in my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I obtain a Confirmed Address from PayPal?

Orders placed using PayPal can only be shipped to the confirmed addresses in the PayPal account. These addresses can include the billing address for a credit card or an alternate address that has been applied for (only available in limited locations).

To learn more about applying for an alternate confirmed address visit the PayPal Help Center Article, or call PayPal at (888) 221-1161.

Returns

How do I get product replaced under warranty coverage?

Before returning items for warranty issues, please contact Customer Service by emailing service@opsgear.com or calling (801) 936-2322, whereas each item is subject to specific warranty coverage and return procedures. Note: Some items will need to be returned to the original manufacturer, not OPSGEAR.

Returned items may be repaired or replaced at the discretion of the manufacturer. The return shipping box should be marked clearly with the RMA# as issued by Customer Service, otherwise your return may not be received, but returned unopened.

If you are instructed by customer service to return the item to OPSGEAR, send it the following address:

OPSGEAR, Inc.
Attn: Customer Service (RMA#________)
890 W. Center St., Ste. #4
North Salt Lake, UT 84054
USA

How do I return products?

Items may be returned in new and unopened condition within 30 days of delivery for a full store credit. Items returned for other than store credit are subject to a 15% restocking fee. OPSGEAR does not reimburse return shipping expenses.

All returns must be authorized by Customer Service by emailing service@opsgear.com or calling (801) 936-2322. Once an RMA# has been issued, please clearly mark the outside of the return shipping box with this number, otherwise your return may not be received but returned unopened.

For shipping returns, see address above.

What do I do if product is damaged when I receive it?

If you receive a package with damaged products, please contact OPSGEAR customer service within 72 hours. As a precaution we insure all packages for such events as when they are damaged in shipping and will ensure that you receive replacement products that are in new condition. Retain the original shipping box and remnants, as this may be necessary to file a claim with the shipping carrier. As with all returns, OPSGEAR an RMA must be issued by customer service before products are returned.

What if I received the wrong product?

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. We will work with you to correct the problem.

What if my product is missing parts?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

Why was my returned package sent back to me unopened?

OPSGEAR does not accept returns without a Return Merchandise Authorization (RMA) number. All packages received at the OPSGEAR warehouse without an RMA# written on the box are returned to sender. This strict policy is necessary to ensure that exchanges, credits and refunds are done properly. Please review our Return Policy and call customer service for more information about returning an order.

Shipping

How much is my shipping?

Shipping based upon the weight and destination of your order. It is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

Why does OPSGEAR only ship to the billing address?

Each year losses from credit card fraud and identity theft around the world are estimated to be in the billions of dollars. Where transactions are not made in person, there are few reliable methods of ensuring that the credit card holder who is paying for the purchase is the same person who is receiving the package. The most reliable method is only shipping packages to the owner of the card, and additionally requiring the signature of the purchaser upon receipt of the order. We understand that this may in some instances be inconvenient, but we hope you'll understand the need for these measures to protect merchants and consumers in internet commerce.

OPSGEAR does make exception to this policy in three instances: 1) In shipping to FPOs or APOs; 2) When an alternate address has been added to the notes of a credit card from the card holder, by contacting the bank; and 3) When an alternate confirmed address has been approved through PayPal.

Will OPSGEAR ship to an address other than my billing address?

OPSGEAR will only ship packages to the billing address. Exception to this policy is available when a cardholder has contacted their bank and had an alternate shipping address added to the notes of the credit card account. In such an instance the customer should promptly notify OPSGEAR Customer Service (providing the card issuing bank's direct phone number) to minimize any shipping delays. Exception is also made to packages sent to FPOs/APOs. PayPal customers need to select their confirmed shipping address; alternate confirmed shipping addresses can be requested from PayPal for qualifying customers.

Does OPSGEAR ship to FPOs and APOs?

Yes. This is one of the few exceptions to our policy of shipping only to the billing address. We are committed to providing the necessary gear to our troops at home and abroad.

Are there items I cannot purchase from outside the United States?

Warranty issues and manufacturer restrictions prevent certain products from being shipped to all locations. The customer will be notified if an item they have purchased may not be shipped to their location. Knowledge about local regulations/restrictions on the importation of items is the responsibility of the customer. OPSGEAR will not assume liability for products withheld by customs or for any other fees/taxes/expenses incurred during the importation of purchased products. Returned orders, either refused or unclaimed, will be subject to a 15% restocking fee.

Do you ship to my country?

Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately for any number of reasons we cannot ship to your country at this time. We do ship via FPOs/APOs to various locations around the world that we do not ship to directly. Below is a list of most countries we do not ship to:

Afghanistan, Algeria, Angola, Bangladesh, Barbados, Benin, Bolivia, Brazil*, Bulgaria, Burkina Faso, Burma, Burundi, Cambodia, Cameroon, Cape Verde, Central African Republic, Chad, Congo, Cuba, Djibouti, Dominican Republic, Ecuador, Egypt, Ethiopia, Gabon, Ghana, Guinea, Guinea-Bissau, India, Indonesia, Iran, Iraq, Jordan, Kenya, Liberia, Libya, Malaysia, Mali, Mauritania, Morocco, Myanmar, Niger, Nigeria, North Korea, Oman, Pakistan, Papua New Guinea, Poland*, Romania, Rwanda, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovenia, Solomon Islands, Somalia, Sudan, Syria, Tanzania, Togo, Tunisia, Uganda, Venezuela, Yemen, Yugoslavia

*Orders less than $500 allowed. Dealers, please contact your representative for more information.

Does OPSGEAR ship to Canada?

Yes. The only available shipping methods to Canada are via the United States Postal Service (USPS). Some additional information may be necessary to verify your payment.

Does OPSGEAR ship to Europe?

Yes. The only available shipping methods to Europe are via the United States Postal Service (USPS). Some additional information may be necessary to verify your payment.

Does OPSGEAR ship to FPOs and APOs?

Yes. This is one of the few exceptions to our policy of shipping only to the billing address. We are committed to providing the necessary gear to our troops at home and abroad.

Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I obtain a Confirmed Address from PayPal?

Orders placed using PayPal can only be shipped to the confirmed addresses in the PayPal account. These addresses can include the billing address for a credit card or an alternate address that has been applied for (only available in limited locations).

To learn more about applying for an alternate confirmed address visit the PayPal Help Center Article, or call PayPal at (888) 221-1161.

How do I request that my package require a signature when delivered?

As a precaution against credit card fraud and identity theft, OPSGEAR automatically requires the signature of the purchaser on all orders over $100 (where available). Some shipping destinations do not allow for this option.

How do I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order. This information will not be available until an order has shipped. The UPS and USPS tracking systems may not provide feedback on the package location for 12-24 hours after that.

How long will it take for me to receive my package?

Orders are usually processed in 1-3 business days. Backorders or shipments from warehouses other than the OPSGEAR location in North Salt Lake, UT, may lengthen the time for fulfillment. Depending upon the destination and shipping method, the time for a package to arrive varies. Orders delivered outside the United States will usually experience delays from local Customs Agencies. When available, a tracking number will be provided to the customer and should appear in the order status after the order has shipped. Most packages cannot be tracked after leaving the United States. As a precaution all packages are insured. When a customer suspects that their package has been lost in shipping they should contact customer service.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

How long will it take to process my order?

Orders are usually processed in 1-3 business days. In instances where items are backordered, the customer will be notified and given the option to have their order shipped together or in separate shipments as backordered items become available. Orders fulfilled from locations other than the OPSGEAR warehouse located in North Salt Lake, UT, may occasionally require additional time for processing; where this is known to exceed 3 business days, the customer will be notified.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

How much is my shipping?

Shipping based upon the weight and destination of your order. It is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

What do I do if I think my package has been lost in shipping?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check this to determine the status of your order. If you still believe that your package has been lost in shipping notify OPSGEAR customer service and we'll work with you in filing a claim with the shipper. Take note that packages being shipped to foreign nations may require additional time to clear customs at the destination. Depending on the location and the contents of the order this process can sometimes take weeks.

What do I do if product is damaged when I receive it?

If you receive a package with damaged products, please contact OPSGEAR customer service within 72 hours. As a precaution we insure all packages for such events as when they are damaged in shipping and will ensure that you receive replacement products that are in new condition. Retain the original shipping box and remnants, as this may be necessary to file a claim with the shipping carrier. As with all returns, OPSGEAR an RMA must be issued by customer service before products are returned.

What if an item is missing from my shipment?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

What if I received the wrong product?

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. We will work with you to correct the problem.

What if my product is missing parts?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.

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