Contact Us & FAQs
WHAT ARE YOUR CUSTOMER SUPPORT HOURS?
Our Customer Support team is ready to assist Monday through Sunday, from 8am-6pm MST via email or chat. You can reach us at email@example.com for any pre-purchase questions, and firstname.lastname@example.org for any existing order needs. In addition to email and chat, you can also reach us by phone Tuesday-Thursday, from 1-5pm MST, at 720-420-1731.
HOW DO I GET MY PFM DISCOUNT?
If you are active police, military or first responder, as well as active or retired military, check out our Discount Page for more info!
CAN I COMBINE ORDERS OR ADD AN ITEM TO MY ORDER?
We cannot combine order after an order has been placed.
I FORGOT TO USE MY DISCOUNT CODE. CAN THAT BE APPLIED TO MY ORDER?
If you placed an order and forgot to apply your discount code, please take the following steps:
1. Email email@example.com
2. Send us your order number and the discount code you were provided.
3. Please allow for 2-3 business days for a reply.
CAN I CANCEL MY ORDER?
We try to get orders out as fast as possible. If you need to cancel, please email us at firstname.lastname@example.org immediately with CANCEL in the subject line to see if we are able to accommodate. Please keep in mind that cancellations are not guaranteed if the order is too far along in the shipping process. We apologize for any inconvenience our quick shipping turnaround may cause.
CAN I HAVE MY ORDER HELD UNTIL ALL THE ITEMS I WANT ARE AVAILABLE TO SHIP?
We are unable to hold orders at this time. All orders will be shipped within the time frame listed in your order confirmation email.
HOW DO I RETURN AN ITEM?
If you would like to make a return, please reach out to our Customer Support team at email@example.com
WHERE IS MY REFUND?
Once we process your refund, it will take 24-48 hours for the funds to return to your account. If you have received an email confirmation from us for your refund and 48 hours has lapsed and you do not see your funds, please reach out to your bank.
WHEN WILL MY ORDER SHIP?
If you haven't received a shipping notification from us, please email firstname.lastname@example.org.
HOW DO I CHECK MY ORDER STATUS / TRACKING INFORMATION?
Visit the order confirmation page by clicking the link in your order confirmation email.
I ONLY RECEIVED PART OF MY ORDER. WHERE IS THE REST OF IT?
If your order shipped via UPS, it may have shipped in multiple packages, but you would have only received 1 tracking number. If you plug your tracking number into the UPS website, scroll towards the bottom of the screen and you will see a drop down section titled "Other Packages in this Shipment". Click on that and you'll be able to see the other package tracking numbers and where they are in transit.
If you are still have issues or are missing items, please email us at email@example.com
DO YOU OFFER INTERNATIONAL SHIPPING?
Currently, our shipping is limited to the continental United States. We plan to expand globally in the future and hope that we can make you a REP customer at that time.
SHIPPING OUTSIDE OF THE LOWER 48
Due to difficulty in logistics and the high demand, we currently can only ship orders within the lower 48 states, and cannot provide quotes (due to high demand, they are not something we can accommodate at this time). Please be aware, however, that we can only accept returns or warranty requests for items in our shipping area.
IS THE RETAIL STORE OPEN, AND CAN I PICKUP AN ORDER?
The showroom is currently closed. Our reopening date is TBD dependent upon our ability to maintain inventory as well as manage our environment safely around COVID-19. Please note that the inventory available through the showroom is identical to the inventory available through our website.
To stay in the know with Showroom update, please check our Local Pick-up Page.
We do have Local Pick-up options for those who have purchased equipment online. To make an appointment to pick up your order, please visit our reservation page for all current local pick-up information.