FREQUENTLY ASKED QUESTIONS
You can choose UPS or US Postal for shipping within the 48 contiguous states. Alaska, Hawaii and International shipments are all handled by US Postal Service.
Return Policy: We use the highest quality vendors and products. That being said, errors do occur. Maybe we sent you the wrong color, size or item. If that is the case, please call us first and we will work out the issue. If the item is broken on arrival or breaks immediately, it is probably a UPS or Postal problem but please call us at 650-591-7911 x 103, Joe will assist you. You have 5 business days from the date of arrival to do this for a replacement product.
If the item or garment is defective, please mail it back to us and we will do everything we can to resolve the problem. We MUST have the defective item so we can work to improve quality. Our quality is high. If you ordered the wrong size or item, we do allow exchanges within 14 days of the date UPS or US Postal delivered your order if the ordered item is in new condition and comes absolutely smoke and odor free. Shipping items back to 911CARES is at your expense if the mistake is yours. We will assume shipping costs to you if it is our error.
We reserve the right to charge for the return shipping or a 20% re-stocking fee on returns.
Return and Exchange Procedure: Please pack the items securely in a box or bubble envelope. Send them to us by US Postal, FedEx or UPS. You MUST include: Your name, ORDER NUMBER, phone number, what the issue is, the name of who you talked to at our offices (if applicable) and what you would like us to do. We also need the address that you want the new items sent to. If it was a defective item or our mistake, we will pay the return shipping back to you. If it was a mistake on your part, we reserve the right to charge or bill you for the actual shipping cost back to you. We do not do refunds and we usually only exchange for the same or like item. Call us in advance if you need assistance or guidance. Call 650-591-7911. Our offices are open from 0800-1600 California time.
Send items to:
PSTC – 911CARES – Returns
3 Lagoon Drive - Suite 170
Redwood City, CA 94065
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