Refund policy

Returns, Exchanges & Custom Orders

All items are handmade and custom-made to order. Because of this, we do not accept returns, exchanges, or alterations once an order has been delivered.

Please review all personalization details carefully before placing your order. If you have questions or special requests, contact us before purchasing—we’re happy to help.

Refunds & Damaged Items

Due to the custom nature of our products, we do not offer refunds.

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the issue. We will work with you to resolve the situation as quickly as possible.

Order Processing & Production Time

All orders are made by hand.

  • Standard processing time:3-5 business days

  • Personalized/custom items: may take up to 2 weeks or more depending on demand

Processing time does not include shipping time.

Shipping & Delivery

Once your order ships, delivery times typically are:

  • U.S. Orders: 5–7 business days (depending on USPS)

  • Shipping delays may occur and are outside of our control

You will receive a tracking number once your order ships.

Rush Orders

Need your order sooner?

We offer a Rush Order option (processing within 2 business days).
Please purchase the Rush Order Fee listing at checkout to prioritize your order.

Lost or Stolen Packages

Once a package is marked as Delivered by the carrier, we are not responsible for lost or stolen items.

If your package is missing:

  • Contact your local USPS office

  • File a claim with the carrier

  • Check with neighbors or your delivery location

We recommend using a secure delivery address.

Shipping Address Changes

If you entered the wrong shipping address, contact us immediately.

  • If your order has not shipped: we can update it

  • If already shipped: please contact the carrier directly

Free Shipping (U.S.)

Orders of $75 or more qualify for free shipping within the United States.

International Orders (Customs, Duties & Taxes)

International orders may be subject to customs fees, import duties, or taxes once they arrive in your country.

These charges are the responsibility of the buyer.
Please contact your local customs office for more information.

Custom & Personalized Orders

We specialize in handmade custom bags and first responder gear.

You can:

  • Choose colors

  • Add names or personalization

  • Request custom designs

Send us a message before ordering for special requests.

Bulk & Department Orders

We offer bulk orders for:

  • Fire departments

  • Police units

  • First responder teams

Contact us directly for pricing, customization, and timelines.

Order Updates & Tracking

Once your order ships, you will receive a confirmation email with tracking details so you can follow your delivery.

Gift Messages

Sending a gift?

We can include a handwritten note at no extra cost.
Simply leave your message in the notes section at checkout.