Returns & Exchanges
Effective Date: May 21, 2026
At Off Duty Heroes, we take pride in creating premium off-duty apparel and gear for first responders and their families. Customer satisfaction matters to us, and we want to make the process as simple and transparent as possible.
Because many of our products are made-to-order through our fulfillment partners, please review the information below carefully.
Eligible Returns & Exchanges
We accept returns or exchanges for products that arrive:
- Damaged
- Defective
- Incorrect
- Significantly different from what was ordered
If your order arrives with any of the issues above, please contact us within 14 days of delivery.
To help us resolve your request quickly, include:
- Your order number
- A description of the issue
- Clear photos of the product and problem
Please contact us at:
Email: mail@offdutyhero.com
Non-Eligible Returns & Exchanges
Because many products are produced specifically for each order, we generally cannot accept returns or exchanges for:
- Incorrect size selection
- Buyer’s remorse
- Preference changes after purchase
- Incorrect shipping information provided at checkout
- Minor color variations due to monitor settings or printing differences
Please review all product descriptions and size charts before completing your order.
Size Exchanges
We strongly encourage customers to review sizing charts carefully before ordering.
If you believe an item received does not match the published sizing information, please contact us and we will review the issue on a case-by-case basis.
Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect:
- Contact us within 14 days of delivery
- Include your order number
- Include photos of the item and issue
After review, we may provide:
- A replacement item
- Store credit
- An exchange
- A refund
The resolution offered will depend on the circumstances of the request.
Return Shipping
If a return is approved because of an error on our part, we may provide return instructions and cover applicable return costs.
For other approved returns, customers may be responsible for return shipping expenses.
Processing Time
Please allow approximately 3–7 business days after approval for return or exchange requests to be processed.
Replacement orders may require additional production and shipping time.
Contact Us
Questions regarding returns or exchanges?
Off Duty Heroes
Email: mail@offdutyhero.com
Website: offdutyhero.com