FAQ - HELP
US ELITE GEAR IS NOT RESPONSIBLE FOR:
- Lost, stolen or 'marked as delivered' packages
- Packages not delivered due to incorrect input of a shipping address
- Delays with estimated delivery times via carriers ie: USPS, UPS, etc.
- Refunding shipping charges if the estimated shipping time is not accurate by the carrier or the carrier fails to meet their shipping times
Once your order leaves our warehouse, US Elite is not liable for any items or packages damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
If your package was marked as delivered but you are not able to locate it, please contact the shipment carrier to file a claim.
Carrier Contact Numbers:
USPS: 1 (800) 275-8777
UPS: 1 (800) 742-5877
WRONG ADDRESS DISCLAIMER
It is the customer's responsibility to ensure that the correct shipping address, including any apartment or building numbers, is entered correctly at checkout. We are not responsible if a package is shipped to the incorrect address or an undeliverable address. We will not cover any costs to reship the package if it arrives back to our warehouse. The customer will need to set up a payment arrangement to reship the package by emailing us at customerservice@us-elitegear.com
SHIPPING
Orders CANNOT be edited once placed. Please email us ASAP if there is an issue with the shipping address or order itself and we will do our best to cancel the order before it is picked up by the carrier. We cannot guarantee an order will be canceled, so please check all fields before submitting your order.
CALCULATE SHIPPING & TAXES
Once you have items in your cart, and you are on the Shopping Cart page, you can calculate the cost of Shipping & Taxes based on your location. To do this, enter your information in the fields provided, and click submit to get an estimate.
SHIPPING TO AN APO, FPO OR DPO ADDRESS
When filling out the Ship To address for an APO, FPO or DPO, please note the following:
Name - the recipient’s name must be included (rank is optional but recommended to properly identify recipient)
Street Address - the recipient’s unit must be included, along with box number if provided
City – either APO, FPO or DPO
State
AP = Armed Forces Pacific
AE = Armed Forces Europe
AA = Armed Forces Africa
ZIP Code – use 9-digit ZIP Code if provided, otherwise 5-digit
APO, FPO and DPO mail is considered domestic in many respects – please do not select (for example) ‘Afghanistan’ as the destination country, but rather USA. The US Postal Service has provided the following examples of APO/FPO/DPO (Air/Army/Fleet Post Office) addresses:
SSGT Kevin Taylor
Unit 2050 Box 4190
APO AP 96278-2050
SGT Robert Smith
PSC 802 Box 74
APO AE 09499-0074
CREATING AN ACCOUNT
It's easy and takes about 30 seconds! To create an account simply click Log In at the top of the site. Fill in your name, an email address, and choose a password - that's it!
SHOPPING CART & CHECKOUT
Your Shopping Cart makes it easy to manage any products you are looking to purchase. Here you can calculate your Shipping and Taxes, enter Coupon Codes and Gift Cards, and edit your items and quantities.
To edit quantities or remove an item, you can use the links next to each item to adjust. When you’re finished, click Update Cart to refresh your total.
If you have a coupon code you would like to use, you can enter it in the Discount Codes box and click Apply Coupon to apply the coupon to your order
If you are redeeming a gift card, you can enter your code in the Gift Cards box and either apply the gift card value to your order or simply check the status (including the remaining balance and expiration date).
When you are ready to make your purchase, click Checkout and enter your information to complete your order.
PRODUCT SIZING INFO
We put sizing information in virtually every product requiring it. Please check the product you’re interested in for sizing information. If you don’t see sizing information please contact us at customerservice@us-elitegear.com.
COUPON CODES & GIFT CERTIFICATES
If you have a coupon code you would like to use, you can enter it in the Discount Codes box and click Apply Coupon to apply the coupon to your order.
A U.S. Elite Gift Card makes a great gift for a friend or loved one, and are available in both a physical and virtual options. Physical Gift Cards ship like any other product, while Virtual Gift Cards are sent directly to their email inbox upon ordering. You can select an amount to give (in USD), specify an email address of who to send it to, and even include a message. You can then purchase the gift card just like any other product in our store.
ORDER TRACKING AND STATUS
So you've found some gear you love, ordered it, and now you're wondering, "Where the heck is my stuff?" Well, we have you covered. When your order was shipped, you received a confirmation e-mail. Take another look, the tracking number is included as a link. Click on it and voila! Package tracked!
To check the status of an order you placed while logged in, click on My Account, and under the Orders section you will see a list of orders including their statuses. If you were not logged in when the order was placed, or checked out as a guest, you will need to contact us for a status update.
REVIEWS AND FEEDBACK
Have some knowledge of the product? Write a review! The Reviews tab on every product page allows you to submit a review and rate the product. This helps future shoppers with their purchases by sharing information and tips between customers!
GOVERNMENT CUSTOMERS
US Elite is proud to serve the US Government, contractors and other allied entities. Please send your requirements via email to governmentsales@us-elitegear.com
For more information about U.S. Elite Government Sales, click here.
DO YOU HAVE ‘X’ IN STOCK?
We take great pains to reflect accurate inventory counts. We expect to be about 99% accurate in our inventory accounts but unfortunately not 100%. We’ve invested heavily in systems to make sure that inventory is reflected accurately and our staff regularly double-checks. Having said that there’s a slight time lag between actual inventory count and what’s reflected in the system so approximately 1% of the time, particularly during military deployment preparation, there can be slight discrepancies in inventory count.
I HAVEN'T RECEIVED MY ORDER YET, BUT I SEE MY CREDIT CARD HAS BEEN CHARGED. WHAT'S GOING ON?
Don't panic! When an order is placed, we both authorize and charge the credit card used. This is to save you the hassle of having to resubmit your credit card information again after waiting for a backordered item or a product on preorder. If there are any changes or issues with your order, we may refund your card as necessary, but the initial charge will be for the full amount of the order.
DO YOU OFFER A SERVICE DISCOUNT?
U.S. Elite fully supports our men and women in the armed forces and first responders, so we are proud to offer a 10% ‘Duty Call’ discount on all purchases*.
*An account is required to receive your discount, for details click here
HOW CAN I MAKE A RETURN / EXCHANGE?
We're proud of our No Hassle Returns Policy: if you're not completely satisfied with your order you have 90 days to return your merchandise for a refund, sorry no exchanges. Please ensure the products is in new, resellable condition, with tags in place! Note that all sales on any clearance items or any items from The Drop Zone are final and therefore not included in the No Hassle Returns policy.
To initiate a return:
- Log in to your account and click My Account
- Under My Orders, click View Order next to any order marked as 'complete'
- Click on the Request RMA link at the top of the order information
- Fill in the details, including the number of items to be returned, the condition of the item(s)
- Alternatively, simply contact us at returns@us-elitegear.com to obtain a Return Merchandise Authorization (RMA) number, with the following info:
- Your order number and your name
- Item(s) to be returned
- If exchange, what is the desired new item (color, size, etc)
- Reason for return
DO YOU OFFER PRICE MATCHING?
Yes we do! We just need to see proof of valid current pricing, from a reputable dealer, that has the item in stock. We reserve the right to not price-match on closeouts, as some companies will take a substantial loss on closeouts (and we have payroll and rent to pay). Price matching includes the total out-of-pocket the customer will pay so shipping and taxes (as applicable) are included. In other words, if Dealer X is selling a Delta Jacket for $100, and charging $10 shipping, we would price-match the total of $110. Regarding sites that are not available to the general public, we will look at price-matching on a case-by-case basis.
I’M LOOKING FOR QUANTITY DISCOUNTS, DO YOU OFFER THAT?
Please email governmentsales@us-elitegear.com and advise which items you’re looking for, quantities, timetable and contact details and we’d be happy to provide you a quote.
DO YOU HAVE A PRINTED CATALOG THAT YOU CAN SEND ME?
We currently do not offer a printed catalog as our product offering is dynamic, evolving, and rapidly updates to bring you the best gear with accurate listings in our store. For that reason, the online store is the closest thing to a real-time catalog that we offer, so it's best to keep an eye out for new and updated offerings there.
I DIDN’T SEE MY QUESTION ANSWERED HERE, WHERE ELSE CAN I LOOK?
Please see Our Policies for further information, or Contact Us with any other questions you may have.