HAIX Footwear

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Frequently Asked Questions

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What is the status of my order?

You may check your order status by clicking the Order Status tab in the LA Police Gear Customer Service Center. Please be sure to input the zip code you entered for your billing address.

How long will my backorder take?

If the item you ordered was not in stock when you ordered it, the item page will tell you both that the item is out of stock and provide a rough estimate on how long the backorder will take. If there were any options to choose from on the item, be sure to select the option you ordered to see the correct ETA information.

Why haven�t I received any email updates regarding my order?

LA Police Gear sends frequent email updates to all customers regarding your order status. These emails are sent automatically at several points during the order process. If you have not received any emails after placing an order, please check your spam or junk folder to see if the email has been filtered into there.

Do you offer a military or law enforcement discount?

Most of our prices are already discounted up front for all of our customers, and some of our products come with free promotion items or free shipping. We can still provide an additional 5% discount to our military customers, just use code MILITARY when you check out! If you would like to place a large government order (over $500), you can contact our Purchase Order Specialist for even better pricing.

Can I order an item if it is on backorder?

Yes, you can order an item that is backordered from LA Police Gear and reserve it. You will not be charged for the backordered item until it arrives back in stock and is shipping out.

Do you have a retail store?

At this time, LA Police Gear does not have a retail store or showroom. Local customers to us can pick up their order from our warehouse if they select customer pick up as their shipping method. You will be called when the order is ready for pick up.

Does LA Police Gear price match?

LA Police Gear does price match advertised prices from authorized dealers � click here for details.

Can I purchase from LA Police Gear if I am not in the military, law enforcement, etc.?

LA Police Gear does currently sell to the general public as well!

When will my order arrive?

We ship orders Monday thru Friday during our business hours. Orders placed after 11am PST will usually ship out the following business day - including AIR shipments. While we do make every effort to ship the same day, orders can take 24-48 hours to leave the warehouse. Orders placed over the weekend or over holidays can take longer to ship due to the large volume of orders that come through.

What hours is your Customer Service open?

Customer service is located in Santa Clarita, California and is open 8:30am to 4:00pm, local time (PST), Monday through Friday.

What form of payment is accepted?

We accept the four major credit cards as payment methods (Visa, MasterCard, Discover, and American Express). We are unable to accept Pay Pal as a payment method at this time. You may also pay by mail with a check or US money order. Click here for more information.

How do I apply my promotional code or coupon code?

You may apply your promotion code or coupon code on the Checkout page, under the Other Information section.

Can I use more than one coupon code?

At this time you may only use one (1) promotional or coupon code per order.

How will I know when my order has shipped out?

Please check your order status by clicking the Order Status tab in the LA Police Gear Customer Service Center. This will show you if the order has shipped out and will provide a tracking number if available. We will also email you a tracking number as soon as the order ships out.

Is it better to place my order online or over the phone?

Orders placed online are processed before phone orders; however, we realize that some of our customers would prefer to make their order over the phone. Please call our customer service team at 866-793-1911 if you would like to place a phone order.

Can I fax or mail in my order?

If a customer wishes to mail or fax in an order, he or she is able to do so using the fax/mail in order form. Click here for details. Customers mailing in or faxing in their orders may pay with their credit card, personal check (in U.S. funds), or U.S. money order. If a personal check is used, it will be deposited before the order is processed and shipped to ensure sufficient funds are available. Therefore, paying with a personal check may delay an order for up to 3 weeks.

When is my credit card charged for my order?

Upon placing an order with L.A. Police Gear, Inc., the customers' credit card may be authorized for the full dollar amount of the order. This is not a charge. For more information on this, see our Policy Page.

I see a charge in parenthesis that I was not aware of, what is it?

Anytime you see a dollar amount surrounded by parenthesis on your LA Police Gear order, this is not a charge, but rather a discount or credit due on the account. Feel free to use our Customer Service Center to contact us with any questions regarding your order!

How do I place a purchase order online?

At this time, you must contact our large order specialist to set up your Purchase Order. You may contact the Large Order Department here or fax your request in to 661-294-0499.

Do you offer a print catalog?

We do not have a full print catalog at this time.

How can I write a product review?

To submit a product review, please visit the page for the item in question, and click the Reviews Tab. Fill in the form and click submit and your review will be posted as quickly as possible.

Where do I mail payment?

LA Police Gear 28022 Industry Drive Valencia, CA 91355

Why is a shipping charge still showing up on the order when my order should qualify for free shipping?

When placing an order that qualifies for free shipping, the shipping charge will automatically be discounted from your order. This will show in your shopping cart and in the checkout page. Please note that free shipping only applies to the lower 48 states and with UPS Ground unless otherwise stated.

What shipping options do you offer?

We currently ship with UPS to all US stateside addresses. APO, FPO, PO Box, and International shipments must be shipped via USPS. For Alaska and Hawaii orders, we recommend choosing USPS as this is a cheaper shipping method. Any orders that qualify for Free Shipping must ship via UPS Ground.

Do you ship to APO/FPO addresses?

Yes, we currently can ship to APO/FPO/DPO addresses. Please choose USPS Mail as your shipment method.

If I am a local customer, will I still need to pay for shipping?

We are located in Southern California, near Santa Clarita. You are welcome to place a pick-up order online or over the phone. Our customer service department can waive the shipping fee, and arrange for you to pick up your order at your convenience from our warehouse, during normal business hours- Monday thru Friday, 8:30am to 4pm PST. Please note that Pick Up orders may take 1-2 business days to be available for pickup. Select Customer Pick-Up as your shipping method when you check out to pick up your order from our warehouse. We will call you once the order is packaged up and available for pick up. If you choose to have your order shipped, however, the order would be subject to all regular UPS or USPS shipping charges.

How can I make a change to an existing order?

Typically, orders that have been submitted and processed cannot be altered. Once you place your order and if everything is in stock, it is sent directly to the warehouse where we are unable to make changes to the order. If your order has a backorder we will make every effort to change your order for you. You can send these requests using our Customer Service Center to contact us. Please double check your orders before submitting it online. Once an order is submitted, we cannot guarantee the ability to change the order.

Where can I find your return policy?

Please click this link to our go to our return's policy: Returns Policy. If you have a specific question that was not answered by our policy, you can use our Customer Service Center to contact us.

Do I have to pay for return shipping?

Unless the product is defective or specifically lists that it includes Free Return Shipping, the customer is responsible for return shipping charges.

Do you ship internationally?

Yes we do, but not to every country. Please click here to see our International Orders Policy for a full list of details.

Do you offer gift cards?

Yes, LA Police Gear currently offers gift certificates. Click here for more information.

How can I look up the balance of my gift certificate?

Please use our Customer Service Center to contact us and we will look up your gift certificate balance.

Will I be charged sales tax?

All orders shipping within California will be charged sales tax. If you are a tax exempt government agency, you can contact us at 866.793.1911 or by using the Customer Service Center with your Tax ID number so that we may remove the sales tax from your order.

Is your website secure?

L.A. Police Gear, Inc. takes the issue of security very seriously. Every time you send us your credit card number and your billing and shipping information, we use the industry-standard Secure Sockets Layer (SSL) encryption technology to prevent the information from being intercepted. Our computers are protected via military grade firewalls, as well as the latest in anti-virus software so that your information is always secure. Credit card numbers are permanently encrypted in our system so that no one (not even employees) can see your credit card information.

What happens if an item is backordered?

We do our best to keep all of our items in stock; however, if something is on backorder, we will usually hold the order until all items are in stock. If the bulk of the order is in stock, we may choose to ship the in stock items. If we ship out the in stock items first, we will send you an email confirming this, and we will email you the tracking number once that uploads. If the order is held until everything comes in stock, we will email you to confirm this. If you have a question regarding how your order will be handled, please use the Customer Service Center to contact us.

I would like to order an item that is not listed. What do I do?

Please use the Customer Service Center to contact us and let us know what product you would like us to carry. We will do our best to add the product in a timely manner if possible.

Does LA Police Gear offer a warranty on LA Police Gear branded products?

Yes, LA Police Gear offers a limited one year warranty on LA Police Gear branded products. This warranty covers defective products only. Please use the Customer Service Center to contact us returns department for more information.

Does LA Police Gear offer donations or sponsorships?

Please use the Customer Service Center to contact us with detailed information on your benefit, event or sponsorship and we can review possibly donating to your cause.

Does your site have live inventory?

L.A. Police Gear, Inc. does currently have live inventory on all listed products. While we try to note extended backorders for certain items, delays beyond our control may extend beyond the indicated wait time. If you have a backorder, you will also be notified via email as quickly as possible. If you would like to check the availability of an item before you purchase it, you can use the Customer Service Center to contact us.

Does LA Police Gear drop ship any items?

LA Police Gear does currently drop ship certain items directly from the manufacturer. Items that are not stocked at our warehouse but are drop shipped are marked as such on the website. You can see this alert next to the product�s pricing information.

Why didn�t LA Police Gear ship out my in stock items automatically for me?

LA Police Gear will choose to hold the order instead of shipping the in stock items to consolidate the order into as few shipments as possible. If you know your order has backorders and would like the in stock items shipped out, please let us know by using the Customer Service Center to contact us.

I just received my tracking number via email from you, and it shows that there is no data for that tracking number. How is that possible?

UPS automatically assigns a tracking number to each package when LA Police Gear prints the label for delivery. However, UPS does not show any information for this tracking number until it is scanned at the UPS hub later that day. Therefore, if you check a tracking number right after you receive it, the number will not have any record yet. Wait until later that night or the following day, and the number will show the accurate package tracking information.

I just received my tracking number via email from you, and it shows the order as being delivered. How is that possible?

UPS recycles all of their tracking numbers. Sometimes after a tracking number is assigned to a new package, the information available will still be from a previous order that already was delivered, sometimes months ago, under that same number. When this happens, please be assured that your tracking information will be available within a short amount of time and should then indicate the correct delivery date. Once the package has been scanned by UPS, you will also be able to click the view package progress link, and the updated tracking detail will be reflected.

Does LA Police Gear offer user accounts or customer accounts?

LA Police Gear does not offer a user or customer account or registration at this time.

I ordered a closeout item and it doesn�t fit, can I return it?

Closeout items are final sale and are not eligible for return. Please use the Customer Service Center to contact our Returns Department with any questions.

My order was delivered and the items in my package do not match what is on my packing slip.

Please use the Customer Service Center to contact us right away and we will assist you with this.

How do I know what size to order?

Many products on our website have a size chart which you can use to help determine your size. If the product does not have a size chart listed, feel free to use the Customer Service Center to contact us.

How can I be alerted about sales, new products, and deals?

How do I get free shipping on my order?

LA Police Gear offers free shipping on many brands/products – look at the item page to make sure it receives free shipping and read the page for more details. If the item or brand in question does not list that it comes with free shipping, your order will not receive free shipping unless there is a separate promotion running. Also, if just one item qualifies for free shipping, your entire order will ship for free!

Why was my international order canceled?

Your international order may have been canceled for a few reasons. First, we have an approved list of both countries and products that we currently ship internationally. To see that list, please click here. Second, if your order was not billing and shipping to the same address, it will be canceled. For international order we require the billing and shipping addresses to be the same. Lastly, your credit card may have declined or the products may no longer be available. Please use the Customer Service Center to contact us with any questions you may have.

If an item is on backorder, will I be charged for it right away?

LA Police Gear does not charge for backordered items. You will not be charged until the item(s) are in stock and shipping out for your order. If an order is split shipped and the in stock items are sent out right away, you will only be charged for the in stock items and shipping and not for any backordered items.

What items have restrictions for purchasing at LA Police Gear?

Some products that we offer can only be sold to Military, Law Enforcement, or Government Agencies. These products will be labeled in their description as such. This includes but is not limited to dynamic entry tools, infrared products, batons, body armor, and some optics/sights.

Are there any age restrictions on products?

Some products, including but not limited to knives, require you to be 18 years or older to purchase. By purchasing any item from LA Police Gear, whether by phone, mail, electronic mail (email) or in person, the buyer grants that he/she is in compliance with local and state laws and legally able to purchase these items.

Why has my credit card been charged twice or been charged for one dollar?

Upon placing an order with L.A. Police Gear, Inc., the customers' credit card may be authorized by the credit card company for the full dollar amount of the order. This is not a charge. Although this amount may initially appear as a charge, it is simply an authorization run by the credit card company confirming if the necessary funds are available to process the order. This amount will automatically be removed within two to five business days from the date the order was placed. L.A. Police Gear, Inc. will not act as an intermediary between the bank and the customer to have this authorization amount removed any earlier than what is required by the respective bank.

My order is supposed to qualify for a promotional item, but it is not showing up as I complete my order.

Some promotional items are added exclusively at the time of order processing and will not show up in your shopping cart or during the checkout process. These promo items will be added to your order during the processing portion of your order at the LA Police Gear warehouse.

I need to cancel my order, will I be able to?

LA Police Gear, Inc. attempts to ship orders as quickly as possible. As a result once an order is submitted via any method (website, mail, fax, or phone) we will not be able to cancel your order once it has been processed, nor will we be able to stop it from shipping. Therefore, if you do need to cancel your order please use the Customer Service Center to contact us as quickly as possible so we can attempt to cancel it before it is processed. LA Police Gear will not be responsible for any orders that cannot be cancelled or stopped. Any order that needs to be returned is subject to the normal Return's Policy and a possible restocking fee.

Does LA Police Gear read the order comments?

Please note that we at L.A. Police Gear do all that we can to accommodate the special requests that our customers have. That being said, there are times where orders are processed automatically before we are able to execute the comments that customers leave in their order during the checkout process. Please note that the comments will be handled as a request, and they may or may not be executed before the order is processed. Due to the large volume of orders we incur, customers will not be notified if we are unable to accommodate those requests. Please be aware that your comments will not be seen by shipping carriers and directions about delivery will not be followed.

Call Us

866-793-1911

Hours Of Operation

M-F 8:30-4:00 PST

LA Police Gear

28022 Industry Dr.
Valencia, Ca 91355

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LA Police Gear

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HAIX Footwear

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