Frequently Asked Questions (FAQ)
Orders & Products
What kind of products do you sell?
Off Duty Heroes offers premium off-duty apparel, accessories, and lifestyle products designed for first responders and their families. Our collections include shirts, hoodies, drinkware, jewelry, and more.
Are your products made to order?
Yes. Many of our products are created specifically after your order is placed. This allows us to offer unique designs while reducing unnecessary inventory waste.
Can I modify or cancel my order?
Orders enter production quickly after purchase. If you need to modify or cancel an order, please contact us immediately at:
We cannot guarantee changes after production has started.
Shipping
How long does shipping take?
Most orders require 2–7 business days for processing and production.
Estimated delivery after processing:
United States
- Standard Shipping: 3–7 business days
International Orders
- 7–21 business days
Delivery times may vary depending on location and shipping carrier conditions.
Why did my order arrive in multiple packages?
Some items may be produced and shipped from different fulfillment facilities. Because of this, products within the same order may arrive separately.
Receiving multiple tracking numbers is normal.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email containing tracking information.
Please allow 24–48 hours for tracking updates to appear.
Returns & Exchanges
What if I receive a damaged or incorrect item?
If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery.
Include:
- Order number
- Description of the issue
- Photos of the product
We will review the issue and work toward an appropriate resolution.
Do you accept returns or exchanges?
Because many products are custom-made for each order, we generally cannot accept returns for:
- Incorrect size selection
- Buyer’s remorse
- Preference changes after purchase
Please review product descriptions and sizing charts carefully before ordering.
Sizing
How do I know which size to order?
Each product page includes a size chart to help you select the best fit.
We strongly recommend reviewing sizing information before completing your order.
Will the printed design look exactly like the images shown?
We strive to display products accurately; however, slight variations in color may occur because of monitor settings, lighting, and production processes.
Payments & Security
What payment methods do you accept?
We accept major payment methods and secure payment options available at checkout.
Is my payment information secure?
Yes. Payments are processed securely through trusted third-party payment providers. Off Duty Heroes does not store full payment card information.
Contact Us
Still have questions?
Contact us anytime:
Off Duty Heroes
Email: mail@offdutyhero.com