Welcome to the US Veteran Gears help center. This guide walks you through every stage of your experience with us, from the moment you start browsing to the final delivery of your order, and explains exactly what to do if something doesn’t go as planned.
Getting Started & Account Help
You can place an order as a guest without creating any account at all. That said, setting one up unlocks a few conveniences worth knowing about. With an account, your checkout moves faster, you can easily review your order status and purchase history, and you’ll receive updates about new releases and special promotions. If you ever forget your password, the login page has a “Lost password?” link that takes you straight to a reset page. For any changes to your contact details—like your email address, name, or address—reach out to our team. Keep in mind that while we can update your account information, the details on an existing order itself cannot be modified.
Placing & Managing Your Order
When you’re ready to check out, you’ll need to enter your shipping address entirely in English, including punctuation. If your address contains non-English characters, swap them for the closest English equivalents—turning “ñ” into “n,” for example. Once an order is in, the shipping address is locked in; it cannot be changed after processing or shipment begins. We strongly recommend using a residential address rather than a vacation spot, since customs hold times are unpredictable and beyond our control.
If you realize you need to cancel, be aware that any cancellation after an order is placed carries a fee of 30% of the Total Price. This charge applies regardless of how quickly you cancel, as our payment processor levies a fee for cancellations. Orders that have already been packed or handed to the carrier cannot be canceled at all. Separately, US Veteran Gears reserves the right to accept or decline any order at any point after it’s received, even following confirmation or credit card authorization. Should we cancel an order on our end, a credit goes back to the original payment method.
Promotion and discount codes are limited to one per order and cannot be stacked with other offers unless explicitly stated.
Payment & Security
Every transaction is processed in US Dollars. If your card uses a different currency, the total will be converted using the daily exchange rate on the date your card issuer handles the transaction. We accept VISA, Mastercard, AMEX, and PayPal. The following payment methods are not accepted: personal checks, money orders, direct bank transfers, debit card payments, and cash on delivery.
When you enter your credit card details, you’re doing so on an SSL-secured page. That information is SSL-encrypted and sent directly to the credit card provider’s network for authorization. Your card data is never stored on our servers.
Shipping, Customs & Delivery
All orders are processed and dispatched from our warehouse. During holidays and sale periods, processing may take a little longer. For details on the available shipping methods, take a look at our Shipping page. Delivery time depends on the shipping option you select. Once your package leaves the warehouse, tracking information is emailed to you—typically on the next day, since tracking numbers usually become active about 24 hours after shipment. We are not responsible for delays caused by your country’s customs department.
Prices on our site are tax-free in US Dollars, which means import taxes, duties, and related customs fees may be applied when your order reaches its destination. These charges are set by your local customs office and are your responsibility; US Veteran Gears does not cover them. For more information, contact your local customs authority.
Free shipping is available on orders that meet the minimum amount, but it excludes discounted items, sale products, and oversized or overweight goods. When free shipping applies, your order will be sent via economy shipping.
If You Need to Return Something
If a purchase isn’t right for you, you have 15 days from the date you receive your order to contact us and request a return. Your message should include the order number and the reason for the return. Our customer service team will review the request and, if approved, send you the next steps. All returned items must be in their original condition with packaging intact. Final sale items are listed in our Returns Policy. Return shipping fees and any other miscellaneous costs are the customer’s responsibility.
When an item arrives damaged, defective, or incorrect, you have a 7-day window from receipt to get in touch with us. Include your order number, photographs of the item, and any relevant references from the package. We’ll work to resolve the situation as quickly as we can. If something is missing from your order entirely, contact us immediately.
Refunds & Timelines
Once your return reaches us, processing can take up to 14 business days. We’ll send you an email confirmation when it’s complete. Refunds go back to the original payment method. For credit and debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. The exact posting time to your account depends on your bank, so if you’re waiting for a credit to appear, your card-issuing bank is the best place to check. If anything remains unclear after reviewing this page, you’re always welcome to reach out to us at service@chaoluntingus.com.