FREQUENTLY ASKED QUESTIONS
FROM ORDER PLACEMENT TO SHIPPING, you should find most of the answers to your questions here in the FAQ section. If you don't see a resolution to your particular question, feel free to reach out to our customer service team.
*Due to a worldwide shutdown caused by Coronavirus as well as recent events in the US, demand for military products has spiked to unprecedented levels. We are shipping orders as fast as possible. If you called or emailed us, we are addressing your concerns in the order in which they were received. Call and email volume has increased substantially in the past few weeks. Additional communication may slow our response to your requests.
- Where is my Hot Weather Uniform?
- If you ordered Condor:
- If you ordered Nike boots:
- If the order confirmation email you received does not match your purchase.
- If you ordered and expected to receive your shipment in 24/48 hours.
- If you ordered body armor, riot gear, or plate carriers.
- If you cannot access your online account with us.
- I need to return or exchange an item:
- How long does it take for a shipment to arrive at an APO/FPO address?
- How long is the processing time for custom items?
- Do you deliver packages on Saturday and Sunday?
- I paid for expedited shipping, why is my package not here in the requested time frame?
- When will my order ship?
- Can you add a coupon code to my order after it has been placed?
- How long do I have to return my order for a refund?
- Can I make changes to my order once it is placed?
- My tracking number shows delivered, but I have not received my package.
- How can I find out how much store credit is left on my Store Credit Code?
- How can I use my GSA SmartPay Purchase Account to make purchases tax-free?
Where is my Hot Weather Uniform?
We have experienced very high demand and a reduction in production from Honduras, causing a delay in fulfillment. We are receiving shipments every week for the remaining part of the year. We are shipping customer purchases in the order in which they are received, and have upgraded all orders to the fastest shipping method possible free of charge as a token of our appreciation.
If You Ordered Condor Products:
Due to the Coronavirus, production in China was significantly reduced. We are now receiving regular shipments from Condor, and will upgrade your order to the fastes shipping method once your items are available.
If You Ordered Nike Boots:
Nike quarantined all incoming shipments to its distributors (like US Patriot) as a way to reduce exposure to the Coronavirus. Nike is now releasing these shipments and we are now fulfilling purchases in the order in which they were received.
If the order confirmation email you received does not match your purchase:
Please login and verify the order details. There was a temporary technical glitch that sent order confirmation emails containing the wrong size/color, although your order was processed correctly.
If you ordered and expected to receive your shipment in 24/48 hours:
Due to many factors, we can no longer process orders in 2 days. We are no longer offering expedited shipping options due to our backlog of orders. We are fulfilling orders as fast as possible and upgrading all orders during this period to the fastest shipping method possible for no additional charge.
If you ordered body armor, riot gear, or plate carriers:
With the recent social unrest and increased demand, fulfillment of these items has been difficult. Please know that we are working very hard to ship these products as fast as possible.
If you cannot access your online account with us:
With the lauch of our new site, all account passwords have been reset. US Patriot sent an email to reset your password - if this email was deleted or sent to spam you can access your account by following these steps:
2. Select "Create New Account"
3. Once the form is complete, you will be prompted to reset your password.
I need to return or exchange an item:
Please understand we are not ignoring our valued customers. We are responding as fast as possible through all available channels. We really appreciate the understanding during this hectic time.
How long does it take for a shipment to arrive at an APO/FPO address?
Shipments to APO/FPO addresses usually take 1-2 weeks, but according to USPS it can take up to 6-8 weeks.
How long is the processing time for custom items?
Custom items usually takes an additional 24-48 hours of processing time, but can take up to 8 business days during holidays and other busy seasons.
Do you deliver packages on Saturday and Sunday?
UPS can deliver on weekends in certain areas. Please contact customer service Here for further details.
I paid for expedited shipping, why is my package not here in the requested time frame?
Our warehouse has a 24-48 hour processing time for all orders. An order must be placed before 11:00AM EST to begin processing that same day. Any order placed after 11:00AM EST will begin processing the following business day. The shipping option selected does not change processing times. Please note that shipping estimates are made using business days. (i.e. If an order is shipped out Next Day Delivery on a Friday, the package will not be delivered until the following Monday.)
When will my order ship?
Our warehouse has a 24-48 hour processing time for all orders. An order must be placed before 11:00AM EST to begin processing that same day. Any order placed after 11:00AM will begin processing the following business day. We ship items directly from our vendors on occasion and these orders are subject to additional vendor processing time. Sewing and custom orders can take an additional 2-8 business days to ship. Orders are only processed and shipped on business days.
Can you add a coupon code to my order after it has been placed?
Unfortunately we cannot add coupon codes after an order has been processed.
How long do I have to return my order for a refund?
You can return any new, unworn or unopened items up to 365 days after delivery for a refund. If you retunr an item within 30 days of delivery we will process a full refund to your original payment method. Refund for returns processed after 30 days will be processed as store credit.
*Restocking fees may apply.
Can I make changes to my order once it is placed?
As long as the order has not been released for processing in our warehouse, changes can be made to the order. Once the order has been released for processing no changes can be made. Please contact customer service Here for further details.
My tracking number shows delivered, but I have not received my package.
Please contact customer service Here for further assistance with opening a lost package investigation.
How can I find out how much store credit is left on my Store Credit Code?
The balance on a store credit code can be checked during checkout on the billing page by entering your code in the proper form field and selecting the "Check Balance" link below the form field. You may also contact our customer service by visiting our Contact Us page.
How can I use my GSA SmartPay Purchase Account to make purchases tax-free?
To use a GSA SmartPay Purchase Account and utilize your tax-free status, you must have an account with US Patriot and save the credit card to your Payment Settings.
To verify eligibility, your card must begin with one of the following prefixes:
- VISA: 4614 or 4716
- Mastercard: 5565 or 5568