FREQUENTLY ASKED QUESTIONS
If you have questions about your order, a product, or the company, you should find most of the answers to your questions here in the FAQ section. If you don't see the answer you're looking for please reach out to our customer service team.
- Can I make changes to my order once it is placed?
- Can you add a coupon code to my order after it has been placed?
- Can I make changes to the shipping address after placing my order?
- I’m purchasing for someone else. How can I get them tracking info?
- How can I check my order’s status?
Payments, Promo's & Store Credit
- Do discount codes expire?
- Why isn’t my discount code working?
- Can I combine discount codes?
- I have store credit but it’s not working.
- Why Does CashApp Say My Purchase Was with Dubose Web Group?
Shipping & Fulfillment
- How long does it take to process my order?
- Where do we ship from?
- Do you ship to APO / FPO / DPO?
- How can I track my orders fulfillment status?
- #What does “Processing” mean on my order status page?
- 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?
Returns & Refunds
- How do I return an online purchase?
- Can I return online orders to a retail store and vice versa?
- How many days do I have to return my items?
- Can I exchange an item on my order for a different item?
- I returned my items, why haven't I received my refund?
- What items are not eligible for a return?
Other Popular Questions
- 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?
- Do you have a loyalty program?
Can I make changes to my order once it is placed?
We cannot currently make changes to an order once it is placed. We realize that this can be inconvenient for our shoppers and are working hard on a solution for live order updates in 2022. Until then, the best way to make a change to your order after its placed is to return your items and place an order for the correct item.
Can you add a coupon code to my order after it has been placed?
No. Once an order is placed, we cannot add a coupon code to the order.
Can I make changes to the shipping address after placing my order?
In some instances, we can update the shipping address after an order is placed. If you need to make this type of change, please call our customer service team and have your order number handy.
I’m purchasing for someone else. How can I get them tracking info?
Once your order has shipped you can visit the tracking page for your order and click the link that says “Shipping this as a gift to someone special? Send them a gift tracking link”.
How can I check my order’s status?
You can check your order’s status at any time. If you have an account, log in and click on “Orders” and your order will display its current status. If you don’t have an account with us, click here and have your order number, order email, and the billing zip code on the order handy and you can see the status of your order.
Do discount codes expire?
Yes. Our discount codes are only valid for a given period of time.
Why isn’t my discount code working?
If your discount code isn’t working, it’s most likely expired. If you feel you have a valid discount code that is not working, call customer service and they will help you troubleshoot the issue. Please note that if the code is invalid, our agents won’t be able to give you the discount you think you should have gotten.
Can I combine discount codes?
Each discount code is different. Some of them will combine with other offers but most of our discount codes are exclusive of each other. In the event you have two, exclusive codes, you’ll receive the discount from the deepest discount code. For example, if you have a 5% code and a 10% code and try to use both, you’ll receive 10% off, not 15% off.
I have store credit but it’s not working.
If you have a store credit code that isn’t working, first make sure you have the digits correctly placed and in the correct case (capital v.s. lower case). Next, try entering your store credit code and clicking “Check Balance” to ensure you do have funds available. If you’re still having trouble, call our customer service team and they will help you.
Why Does CashApp Say My Purchase Was with Dubose Web Group?
If you've placed an order with us using CashApp, it's possible that the transaction notification indicated that your purchase was completed with "Dubose Web Group". Please know that if you experience this issue that your transaction was completed normally and we have received your order. We are not partnered with Dubose Web Group in any way and we have reported this bug to CashApp for resolution. If you experience this bug, please contact US Patriot Customer Service. We appreciate your patience as we seek a resolution for this issue.
How long does it take to process my order?
Our warehouse has a 24-48 hour processing time for all orders. Orders must be placed before 11:00 AM EST to begin processing that same day. Any order placed after 11:00 AM 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.
Where do we ship from?
Nearly all of our orders ship from our primary warehouse in South Carolina. We do, however, ship some orders directly from our manufacturing partners.
Do you ship to APO / FPO / DPO?
Yes! We are proud to serve our troops and gladly ship to APO / FPO / DPO addresses.
How can I track my orders fulfillment status?
You can check the status of your order at any time by logging into your account and selecting "Orders" or by visiting the Order Status page and entering your order number, order email address, and billing zip code.
What does “Processing” mean on my order status page?
If your order is "Processing" that means that we have successfully received your order and it has either been added to the queue for shipping or is currently being picked.
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 take 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?
We currently do not ship packages on Saturdays and Sundays but our distribution partners do occasionally deliver on weekends.
I paid for expedited shipping, why is my package not here in the requested time frame?
Many of our distribution partners are experiencing delays due to labor shortages and backups at their facilities. We expect these delays to subside with time. In the meantime, we appreciate your patience and will help in any way we can.
How do I return an online purchase?
Returning a product with us is easy! You'll need to have your order number and the billing zip code handy and click here. Once you've entered the order number and billing zip code into the fields your order details will display and you'll see items that are eligible for return. Select the item you wish to return and print your shipping label. Then, all that's left to do is ship it back to us. For more information about our returns policy, click here.
Can I return online orders to a retail store and vice versa?
We currently cannot accept in-store returns for items purchased online and we can't accept online returns for items purchased in a retail store. We know this can be inconvenient and we are working hard to be able to offer this service to you in 2022.
How many days do I have to return my items?
For online purchases, you have up to 365 days to return items in new, unworn condition. For in-store purchases, you can return items up to 30 days after purchase. If you return online purchases after 30 days, your refund will be issued in the form of online store credit. Returns processed before the 30-day mark will result in a refund to the original payment method. For more information on our returns policy please read more here.
Can I exchange an item on my order for a different item?
We cannot currently process an exchange for an item on a completed order.
I returned my items, why haven't I received my refund?
Please allow 5-7 days to see your refund after submitting a return request. After you print your label and ship us your item, it can take between 3-5 days for the shipping partner to deliver the item to our warehouse. Once we receive the items your refund is processed immediately with your bank, but it can take your bank a couple of days to replace the funds in your account. If you've sent us a return and it's been more than 7 days and you still haven't received your refund, please call us and we will help make sure you get your refund.
What items are not eligible for a return?
Some items we sell are final sale. These items include but are not limited to: body armor of any type, face masks and face coverings, undergarments and next to skin items, first aid kits, and first aid supplies.
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
Do You Offer a Military Discount?
We do offer a Military Discount! If you are an active member of the Army, USAF, Marines, Navy, Coast Guard, or are a veteran or reservist we have a discount program for you. The way to take advantage of the program is by creating or updating your customer account and selecting the appropriate details like branch of service, rank, date of initial entry, etc. These items allow us to verify your information and once we do, you'll enjoy a 5% discount as well as access to exclusive deals and discounts, early product release access, and more! If you have questions about the program or trouble signing up please give us a call.