Below is a list of common questions and answers that may help you prior to contacting our customer service. If you have additional questions, not shown here, please contact us for further assistance.


Ordering

Where are products made and/or are they union-made? (top)
All of our products are proudly made in the USA or in Canada and Union-made whenever possible. All customizations (i.e. embroidery, engraving, etc.) are done in union shops.

How do I place an order? (top)
When you have chosen your particular product, simply click the "Add to Cart" button. Clicking this button will place the item in your shopping cart. At that point, you can continue shopping or proceed to checkout. When you have finished adding items to your cart, click the "Checkout" button to enter your shipping and billing information.

Can I make changes to my order after it has been submitted? (top)
We're sorry, orders cannot be changed once they have been submitted. We apologize for any inconvenience.

What if I have a question about a product? (top)
If you have a question about a product, please contact us and we will be happy to provide any additional product information you may require.

How do I know what size to order? (top)

Does my browser need to be set to "accept cookies" to place an order? (top)
Yes. Your browser has to accept cookies to place an order with us. Generally, browsers accept cookies by default. However, you may need to change your security settings to enable cookies if you're experiencing problems in the ordering process.


Payment Information

Will I need to pay sales tax? (top)
IAFFonlinestore.com is required by law to remit sales tax on all non-apparel items shipped to Rhode Island.

What methods of payment do you accept? (top)
We accept credit card payment in the form of American Express, Mastercard, Visa. Checks can only be accepted with prior approval when orders are placed through our customer service center. If you would like to place an order and need to pay by check, you will need to call our office Mon - Thurs 10am-5pm or Fri 9am-4pm for assistance. 800-562-5766

Is it safe to use my credit card online? (top)
As you complete your order through our online store, you'll be asked for your name, address and credit card number. We use Secure Socket Layer (SSL) - the leading data encryption technology on the Internet - to send this personal information in an encrypted code to our servers. Only IAFFonlinestore.com can decode your encrypted information. For more information on the safety of ordering online at IAFFonlinestore.com, please review our Privacy & Security policy.

When is my credit card charged? (top)
We use live credit card validation so your card is charged when your order is placed. Because of this, it is very important that you click on the "submit order" button only once to avoid the possibility of multiple charges.


Shipping and Returns

How long does it take for my order to be delivered? (top)
Most items leave our warehouse within 3-5 business days and take approximately 3-5 business days for delivery. All custom/special order items will take 3-6 weeks for delivery. Please contact us if you require expedited delivery on your order.

Do oversized products require additional shipping charges? (top)
Yes, some of our larger products require shipping and handling charges in addition to normal shipping rates. Please reference product pages for information on particular items.

What is IAFFonlinestore.com's return policy? (top)
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 excange or refund*. Please review our complete return policy for more information.

What if my product arrives damaged? (top)
In the unlikely event that a product arrives damaged or defective, we will credit you for the returned item upon receipt and send you a replacement with no additional shipping charges. Please review our complete return policy for more information.