Customer Care

Need more help?

Email us at service@equipmentfr.com

Call us Monday - Friday, 10am-6:30pm PST (not including holidays).

+1 833-791-0200

POPULAR

WILL EQUIPMENT STORES REOPEN?

We closed all of our stores in March 2020 at the time that COVID-19 became a major public health issue. We have made the business decision to focus our resources on serving customers through our e-commerce site and our wholesale business partners.

HOW DO I REDEEM A GIFT CARD?

Please contact our Customer Service Department at (833) 791-0200 or service@equipmentfr.com.

HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP?

Equipmentfr.com ships all orders as quickly as possible using UPS, but please note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, you can contact customer service for help in choosing the right shipping method to receive it on time. Orders will not be delivered on weekends.

Expedited Shipping (Next Day Air and 2 Day Air): Orders must be received before 12 PM EST to ship same day. If the order is received after 12 PM EST, orders will ship the following business day, Monday-Friday (excluding holidays). Expedited orders will not be delivered on weekends.

CAN I CANCEL MY ORDER?

We work very quickly to ship out orders and start processing them once the order is placed. To cancel an order, please call customer service at (833) 791-0200 or send e-mail to service@equipmentfr.com during business hours as soon as the order has been placed although it’s not guaranteed the order can be cancelled. We are available Monday through Friday from 10 AM to 6:30 PM EST excluding holidays.

WHERE'S MY REFUND?

Please allow 1 week for us to receive your return package. Once delivered to our fulfillment center in Chino, CA, you can expect your return to be processed within 7-10 business days.

MY ORDER SAYS "DELIVERED" BUT I CAN'T FIND IT.

First, check with neighbors and all possible areas that your courier could have left the package (i.e. hiding spots, front desk, mailroom, corridor, back door, etc.) If you are still unable to locate it, please contact us right away at (833) 791-0200. We can start an investigation for your missing package with UPS.

RETURN POLICY

We want you to be completely satisfied with your Equipmenfr.com order, thus we will accept your return of product in original condition with all tags attached within 30 days of receipt of your order. Your refund will be in the same form as the original purchase. Shipping and handling charges are non-refundable. Please note, we only accept returns that were purchased via this website. Equipmentfr.com will not accept orders or exchange any items that were purchased at other retailers.

All items marked FINAL SALE cannot be exchanged or returned at any time.

I RECEIVED A DAMAGED/DEFECTIVE ITEM THAT I PURCHASED FROM EQUIPMENTFR.COM

We will take back any damaged/defective item that was purchased from Equipmentfr.com for a refund or replacement. Please contact Customer Service as soon as you receive your order so we can help resolve the issue.

WHO DO I CONTACT FOR PRESS INQUIRIES?

United States:
Simone Delfino Yenni - simone.delfino@thecollectedgroup.com
Australia: Julia Koenig - +61 7 55917233

U.S. SHIPPING

HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP?

Equipmentfr.com ships all orders as quickly as possible using UPS, but please note there may be processing delays in shipping during sale events and peak shopping days. If you need to receive your package by a specific date, you can contact customer service for help in choosing the right shipping method to receive it on time. Orders will not be delivered on weekends.

Expedited Shipping (Next Day Air and 2 Day Air): Orders must be received before 12 PM EST to ship same day. If the order is received after 12 PM EST, orders will ship the following business day, Monday-Friday (excluding holidays). Expedited orders will not be delivered on weekends.
Ground shipping : Orders received before 12 PM EST will begin processing that day and will be delivered within 3-9 business days.
Orders placed on Friday after 12 PM EST or over the weekend will begin processing on the following Monday.

OBSERVED HOLIDAYS

Equipmentfr.com does not process or ship orders on Saturday, Sunday or company observed holidays. The following holidays are observed:
New Year's Eve
New Year's Day
Martin Luther King Day
President's Day
Memorial Day
Independence Day
Labor Day
Veteran's Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day

WHERE CAN I SHIP MY ORDER TO?

Equipmentfr.com is able to ship to all 50 states. Please note, we are unable to ship orders to APO/FPO/DPO addresses or P.O. boxes. Unfortunately, we are unable to ship to U.S. Territories at this time.

HAZARDOUS MATERIALS

Certain items in your order may be considered Hazardous Materials (HAZMAT). Hazardous Materials are as follows: aerosol items, some alcohol-based items, items that contain contents under pressure, and others (e.g., items containing flammable, volatile or corrosive chemicals).

The U.S. Department of Transportation (USDOT) requires ground-only shipment of Hazardous Materials due to air shipment restrictions and regulations. Therefore, these items cannot be shipped to all addresses. All orders containing Hazardous Materials must be shipped via Standard Ground Shipping and cannot be shipped via UPS 2nd Day Air or UPS Next Day Air. All orders containing Hazardous Materials cannot be shipped PO Boxes or APO/ FPO addresses.

REFUSING DELIVERY

If you refuse delivery of any order placed on Equipmentfr.com, the package will be returned to our warehouse. You will receive a refund for the merchandise and tax paid, but shipping charges are non-refundable.

DO YOU CHARGE SALES TAX?

In accordance with individual state regulations, sales tax is automatically applied to your Equipmentfr.com order if your shipping address is in one of the following states: AZ, CA, CT, FL, GA, IL, MA, NY, PA, TX, VA, WA.

RETURNS & EXCHANGES

RETURN POLICY

We want you to be completely satisfied with your Equipmentfr.com order, thus we will accept your return of product in original condition with all tags attached within 30 days of receipt of your order. Your refund will be in the same form as the original purchase. Shipping and handling charges are non-refundable.
Please note, we only accept returns that were purchased via this website. Equipmentfr.com will not accept orders or exchange any items that were purchased at other retailers.

FINAL SALE ITEMS

All items marked FINAL SALE cannot be exchanged or returned at any time.

I RECEIVED A DAMAGED/DEFECTIVE ITEM THAT I PURCHASED FROM EQUIPMENTFR.COM

We will take back any damaged/defective item that was purchased from Equipmentfr.com for a refund or send a replacement. Please contact Customer Service as soon as you receive your order so we can help resolve the issue.

MAKING A RETURN

1.Click Here to start the return process and to receive a pre-paid UPS return label. Include the return packing slip with your shipment.
2. Securely pack and seal the return merchandise in an appropriate shipping box.
3. Affix the pre-paid UPS return label to the box and drop it off at any pick-up location.

WHERE'S MY REFUND?

Please allow 1 week for us to receive your return package. Once delivered to our fulfillment center in Chino, CA, you can expect your return to be processed within 7-10 business days.

HOW DO I RETURN A GIFT I RECEIVED FROM EQUIPMENTFR.COM?

Gifts that were purchased from Equipmentfr.com can only be refunded to the original method of payment (the purchaser's payment method). Unfortunately, we do not offer merchandise or gift card credit at this time.

EXTENDED RETURN POLICY FOR THE HOLIDAY SEASON

For orders placed between 11/15 and 1/15, we are pleased to offer extended returns within 60 days of receipt of your order.

HOW DO I MAKE AN EXCHANGE?

At this time, Equipmentfr.com cannot automatically process exchanges. To exchange an item, please return the item you purchased for a refund and place a new order on Equipmentfr.com

ORDER STATUS

CAN I REMOVE, ADD, OR CHANGE ITEMS IN MY ORDER AFTER IT'S BEEN PLACED?

Once an order has been placed, we are unable to make changes to the items ordered.

CAN I CANCEL MY ORDER?

We work very quickly to ship out orders and start processing them once the order is placed. To cancel an order, please call customer service at (833) 791-0200 or send e-mail to service@equipmentfr.com during business hours as soon as the order has been placed although it’s not guaranteed the order can be cancelled. We are available Monday through Friday from 10 AM to 6:30 PM EST excluding holidays.

WHERE DO I APPLY MY PROMO CODE?

Enter the promotion code in the coupon box on the checkout page and hit apply. Once the code has been applied, you will see the dollar amount reduce on the right hand side above SUBTOTAL.

CAN I COMBINE PROMO CODES?

Unfortunately, promo codes cannot be combined. Only one code can be used per transaction.

MY ORDER SAYS "DELIVERED" BUT I CAN'T FIND IT.

First, check with neighbors and all possible areas that your courier could have left the package (i.e. front desk, mailroom, corridor, back door, etc.) If you are still unable to locate it, please contact us right away at (833) 791-0200. We can start an investigation for your missing package with UPS.

HOW DO I KNOW IF MY ORDER HAS SHIPPED?

You will receive an automated shipment confirmation e-mail with the tracking number once the order has shipped.

DO I NEED AN ACCOUNT TO MAKE A PURCHASE WITH EQUIPMENTFR.COM?

While we do not require an account to make a purchase at Equipmentfr.com, there are many benefits to opening an account. A Equipmentfr.com account offers you an easy and fast way to place orders. You can customize your account preferences and save your billing and shipping information for faster checkout. Your account also allows you access to your order history so you can track and check up on your most recent orders. Your account wish list lets you customize and save your favorite, must-have items which you can then email to your friends. Your password ensures that only you can have access to your account information.

PAYMENTS ACCEPTED

Equipmentfr.com accepts the following credit card payment options: American Express, MasterCard, and Visa. At this time Equipmentfr.com cannot process credit cards with billing addresses outside of the United States. The total dollar amount of your order and transfer of funds will occur at the time your is placed. Equipmentfr.com is unable to accept split payment, only one form of payment can be used per order.
Equipmentfr.com accepts PayPal and Amazon Payments for orders. You will be redirected to their website to log into your account to complete the order. Unfortunately, Equipmentfr.com is unable to accept Equipment gift cards. They can only be purchased in store and used in store.

HOW CAN I BUY A GIFT CARD?

Equipmentfr.com does not offer any type of gift cards

HOW DO I REDEEM A GIFT CARD?

Equipment gift cards can only be used in store and cannot be redeemed online.

HOW DO I PLACE A PHONE ORDER?

To place an order by telephone, please call us toll free at (833) 791-0200. We are available Monday through Friday 10 AM to 6:30 PM EST excluding holidays.

INTERNATIONAL SHIPPING

INTERNATIONAL SHIPPING

Equipmentfr.com is pleased to offer shipping worldwide.
Equipmentfr.com has partnered with a trusted third-party company, Global-E, to fulfill orders for our International customers.
To place an order, select your desired shipping destination at any of the following locations on the website:
• If you are browsing from an eligible international shipping country/region, you will be prompted with a window
• The flag located at the top right-hand corner when viewing on desktop or the flag located in the bottom footer on your mobile device
• On individual product pages
• In the cart, by selecting ‘change country/region’
Please note that payment is collected and processed by our international shipping partner, Global-E. You can find Global-E's terms and conditions here

CAN I PLACE AN INTERNATIONAL ORDER BY PHONE?

Unfortunately, international orders can only be placed online.

WHEN WILL I BE CHARGED?

Your credit card card will be charged once you place the order.

WHAT WILL I BE CHARGED?

You will be charged the value of the order in the currency of the country/region you selected. If you charged your order to a credit card or account in a different market from the shipping country/region, additional bank fees may apply. Contact your bank for more information.
If your credit card is tied to another currency, your bank may apply fees. Please contact your bank for more information on the fees.

WHAT IS THE INTERNATIONAL RETURN POLICY?

We are happy to accept returns for merchandise purchased on Equipmentfr.com that has not been worn, washed, or altered, with tags still attached and in the original packaging (box, garment bag, etc), within 30 days of purchase.
Items marked ‘Final Sale’ cannot be returned.
Keep the Return Tracking Number for your package to monitor the delivery status.

INTERNATIONAL ONLINE RETURNS

Please note we do not offer free returns on International orders, customers are responsible for all shipping costs back to our facility. Keep the return tracking number for your package to monitor the delivery status. For international returns, any customs or import duties, brokerage fees or taxes paid on return shipments that pass through customs are the sole responsibility of the customer. In the event you refuse your package, you will be charged for any costs, duties, fees or taxes associated with shipping the package back to Equipmentfr.com. If you are returning multiple orders in one box, please note you will still be charged the return fees for each order.
Please note that the shipping costs paid at the time of the order will not be refunded. Prepaid duties and taxes are collected by your local customs authority and are therefore non-refundable. As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the returns paperwork.

HOW DO I RETURN AN INTERNATIONAL ORDER?

Please contact customer service to start the return process.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND ON A RETURNED ORDER?

To receive refund, items must be returned within 30 days of delivery or purchase.
You will receive a refund in the same form of payment originally used for the purchase. This will be processed within 30 days of receipt of the returned order.