Refund Policy
Effective Date: May 21, 2026
At Off Duty Heroes, customer satisfaction matters to us. We take pride in delivering premium off-duty apparel and gear designed for first responders and their families. Because many of our products are made-to-order and fulfilled through print-on-demand production partners, please review our refund and return policy carefully before placing an order.
Returns & Exchanges
We accept returns or exchanges for products that arrive:
- Damaged
- Defective
- Incorrect
- Significantly different from the item ordered
If your item arrives with any of the issues above, please contact us within 14 days of receiving your order.
To help us resolve the issue quickly, include:
- Your order number
- A description of the issue
- Photos showing the product and the problem
Please send requests to:
Email: mail@offdutyhero.com
Non-Returnable Items
Because many Off Duty Heroes products are custom-made and produced specifically for each order, we generally cannot accept returns or exchanges for:
- Incorrect size selection by the customer
- Buyer’s remorse
- Preference changes after purchase
- Orders placed with incorrect shipping information
- Minor color variations caused by monitor settings or printing differences
Please review product descriptions and size charts carefully before ordering.
Size Issues
We strongly encourage customers to review all sizing information before completing a purchase.
If you believe you received an item that does not match the published sizing specifications, please contact us and we will review the issue.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
- Contact us within 14 days of delivery
- Include your order number
- Include clear photos of the item and issue
If approved, we may offer:
- A replacement product
- Store credit
- A refund
The resolution provided will be determined based on the specific issue.
Refund Processing
Approved refunds will be issued to the original payment method used during purchase.
Please allow approximately 5–10 business days for refunds to appear on your account after processing, depending on your payment provider.
Order Cancellations
Orders enter production quickly after being placed. Because of this, cancellations or modifications may not be possible once production begins.
If you need to cancel or modify an order, contact us immediately after purchase.
Shipping Costs
Original shipping charges are generally non-refundable unless the issue resulted from an error on our part.
Contact Us
Questions regarding returns or refunds?
Off Duty Heroes
Email: mail@offdutyhero.com
Website: offdutyhero.com