Below you find help links along with information on our return policy, tax and shipping information, our terms of service. We have also included guidelines on how to place a basic and/or custom order as well as a general sizing chart. If you still cannot find the information you need, please feel free to contact customer service.

Quick Links: Contact Information | Frequently Asked Questions | Privacy and Security Policy


Return Policy

We appreciate your business and want you to be satisfied with your products. If you are not completely satisfied with your purchase, merchandise will be accepted for exchange or refund*. Simply follow these three steps to ensure proper processing:

bullet Call us at 1-800-562-5766 for authorization AND for the correct return address.

bullet Repack item(s) in the original packaging and include a copy of the original packing slip.

bullet Send your purchase back to the authorized address by any method you wish. Once the package has been received we will happily send you a replacement OR refund the original purchase price excluding the shipping charges**.

*All custom products are manufactured based on client approval of customer artwork, therefore any resulting errors are at the customer's expense and cannot be returned or refunded. Products may be exchanged if you are not satisfied with product quality or if the order was filled incorrectly.

**All returns that are not due to an incorrect shipment or damaged/flawed merchandise will result in a 15% restocking fee.

We will be happy to assist you with any exchanges or replacements for items purchased through our online store. For exchanges of damaged or defective merchandise, we will credit you for the returned item upon receipt and send you a replacement with no additional shipping charges. For more information, please contact us at:

bullet 800-562-5766 toll free

bullet401-467-3170 (in RI)

bullet401-467-3570 fax

bulletcustomerservice@iaffonlinestore.com


Taxes

IAFFonlinestore.com, by Financial Innovations, is required by law to remit taxes on all non-apparel orders shipped to Rhode Island.


Shipping

Orders over $100.00 and shipped within the Continental United States will receive free standard shipping. This offer excludes orders that include custom merchandise.

Most items leave our warehouse within 2-4 business days and take approximately 3-5 business days for delivery depending on shipping method selected.

All custom and special order items will take approximately 4-6 weeks for delivery. Please contact us if you require expedited delivery on your order.

Larger products may require shipping and handling charges in addition to normal shipping rates. Please reference product pages for information on specific items.

To Our Canadian Customers

You have a choice of shipment methods. All our products are made in USA or Canada and compliant with NAFTA. They enter Canada duty free.

United Parcel Service (UPS) shipments can be tracked until final delivery, but will incur additional Brokerage Fees to be collected on delivery in Canada.

US Postal Service / Canadian Postal Service shipments can not be tracked once they cross the US Canada border. They do not incur additional Brokerage Fees. As proof of delivery is not possible if you choose the Postal method, iaffonlinestore.com (Financial Innovations) will not be responsible if the package is lost beyond the US border.


Terms of Service

We reserve the right to correct programming errors and to refuse sales made with incorrect pricing.


Placing an Order (Also See Custom Affiliate Orders)

Our goal at IAFFonlinestore.com is to provide you with quality products. We want to insure that placing an order with us is simply, secure and "pain free". To place an order, just follow these easy steps:

bulletSelect your product. Our store offers a variety of products. Simply browse through the appropriate category and click on either the product name or thumbnail image. This will take you to the product description.

bulletSelect Product Attributes. Many of our products come in a variety of sizes and/or colors. Simply use the drop down menus to select the sizes/colors you wish to order.

bullet Enter quantity and "add to cart". Placing items into your shopping basket allows you to save your selection until you are ready to checkout. Minimum quantities are required for most custom orders and are indicated on the product's custom order page.

bullet Checkout. This is where you will be asked to supply your shipping and billing information so that your order may be finalized. (The checkout button is located in the left navigation bar.)

bulletEngraving. If you are ordering a product that offers free engraving, simply type in the text for each line of engraving up to the indicated number of characters (including spaces). Please review your text for spelling errors before adding the item to your cart. Note: Engraved items are considered custom orders - please allow up to 3 weeks for delivery.


Ordering Custom Affiliate Merchandise

Custom items can offer you greater visibility, improve trade show traffic and provide personalized awards and effective member incentives. Please follow the steps below to place a custom order for your IAFF affiliate:

bullet Select your product. IAFFaffiliatestore.com offers offers a variety of products. Simply browse through the appropriate category or use our 'Product Search' feature and click on either the product name or thumbnail image. This will take you to the product description and ordering page.

bullet Select Product Attributes: Many of our products come in a variety of sizes and/or colors. Simply use the drop down menus to select the sizes/colors you wish to order.

bullet Enter quantity and "add to cart". Placing items into your shopping basket allows you to save your selection until you are ready to checkout. Please note that most custom items have an order minimum.

bullet Checkout. The checkout button is located in the top navigation bar. This is where you will be asked to supply your shipping and billing information so that your order may be finalized. At this time, you will also be asked to supply your:

bullet Logo Requirements: In order to process your custom order you must indicate whether you wish to use the IAFF's Standard/National Logo with the addition of custom text OR, you want to upload you local/custom logo for use on your product selections. Union information and/or custom logo details must be provided during the checkout procedure and will be applied to all products in your basket unless otherwise noted.

bullet Ink/Embroidery Color(s). Please refer to product descriptions for # of colors allowed.

A secure connection is utilized whenever credit card information is requested and submitted. View our complete security and privacy policy.

bullet Submitting artwork. Artwork of your local/custom logo can be uploaded from any page within our site. Simply click on the upload icon located in the left hand column and follow the instructions. You may also click here if you are ready to upload your art now.

IMPORTANT - to help ensure that your order is processed correctly - please rename your electronic files to include your order # or company/group name. For image quality, we only accept high resolution PDF, TIFF, or EPS files as well as Adobe Illustrator or Photoshop documents. JPEG files may be submitted for embroidery or reference purposes only. Be sure to indicate colors within your file to insure correct processing of your order.

If you do not have digital images, you may fax a sketch to 509-693-1569. Please allow 3-5 additional bussiness days for artwork creation. Art is billed at $75.00 per hour. Minimum $25.00

A pdf proof will be emailed to you for approval prior to production.


Size Chart