Shipping, Returns & Warranties
Shipping & Returns Policy
Our goal is for you to be completely thrilled with your purchase. Below are the details of our Shipping & Returns, and Warranties Policies, crafted with your satisfaction in mind.
Returns (U.S. orders only)
If you're not fully satisfied with your purchase, you have 30 days from the date of your order to let us know you'd like to return it. Reach out to us via Live Chat located in our website's bottom left corner. We typically respond to customer requests within the same or the next business day.
If the item(s) is eligible for return, we will provide you with the return authorization and instructions about how to return the item(s). Upon receiving the return authorization, please send your item(s) back to us within 10 calendar days. The item(s) must be unworn, unwashed, and returned in its original packaging with tags attached. Returns that do not meet these conditions will be declined and items disposed of to ensure a safe environment for our staff. Shipping charges are non-refundable. Please also note that return shipping costs are covered only if you opted for the Dispatch Package Protection service when you placed your order.
Items Ineligible for Return or Refunds
Please note that the following items are non-returnable or eligible for refunds regardless of whether the Dispatch Package Protection service was purchased:
- Smartwatches
- Personalized or customized items (including association-specific apparel and apparel customized with optional flag patches, letters, etc.).
- IAABO Shirts
- Personal items such as undergarments, compression wear, and earpieces for communication systems
- Gift Certificates
- Electronic Flags
- Items that are not in their original condition (including tags removed when applicable) or Clearance items
- Items shipped outside of the United States or items shipped within the United States to businesses operating as Production/Costume/Photography Companies/Filmmakers, etc.
- Microphones and communication systems
- Sprays/Aerosols
- Whistles not in the original packaging
Dispatch Package Protection & Free Returns
Dispatch Package Protection is an optional service, available for a nominal fee, and offers peace of mind for your orders. You can remove Dispatch Package Protection from your shopping cart at any time before finalizing your order. Once purchased, all fees paid for Dispatch Package Protection are non-refundable. This service covers only orders shipped to a valid U.S. address.
As outlined in the terms and conditions below, Dispatch Package Protection will (i) cover the return shipping cost by providing a return shipping label at no extra charge if you need to return eligible items for a refund, and (ii) replace or refund the cost of the items you purchased that were lost, stolen, or damaged in shipment.
Dispatch Package Protection - Free Returns Requests
For Free Returns requests, please follow these easy steps:
- Reach out to us via LiveChat to initiate the return request within 30 calendar days from the day your order was marked as delivered by the shipping carrier.
- Provide us with your order number and tell us what item(s) you want to return.
- Upon receipt of your request, we will issue a return authorization and provide you with the pre-paid return label for your eligible item(s).
- Please return the item(s) together with the return authorization to us for a refund.
Once the item(s) is received, we will inspect it and refund the purchase price.
Dispatch Package Protection - Coverage for Loss or Damage
For your claim to be processed, please observe the following procedures and timelines:
- Submit all your claims for Dispatch Package Protection via LiveChat. Provide your order number, and full name, and briefly explain the reason for your claim.
- If your package was marked as delivered by the shipping carrier (e.g. FedEx, UPS, USPS) but you did not receive it, you must file your claim no more than 15 days from the date it was marked delivered.
- If your package was not marked as delivered by the shipping carrier (e.g. FedEx, UPS, USPS) and you did not yet receive it, you must file your claim no earlier than seven days but no later than 15 days from the last tracking update by the shipping carrier.
- If your package was delivered, but the item arrived damaged, you must file your claim no more than 15 days from the date it was marked delivered.
- For all claims submitted, you must fully cooperate with and assist us in investigating your claim. This includes providing all documentation such as police reports, affidavits, or other information as requested by us, and to execute in your name any documents which may be necessary to carry into effect the purpose of this agreement. Do not discard any items or packages you received as we may also ask you to return the items subject of your claim to us at our expense. Failure to cooperate and follow these instructions may result in denial of your claim.
Please note that your order shipment confirmation email includes a tracking number for your package, allowing you to stay updated on the progress of your package.
If your claim is processed successfully, Dispatch Package Protection will either:
- Replace your lost or damaged item(s). We will ship the replaced item(s) to the original address on record for the order at issue at no additional cost to you; or
- Refund your original purchase cost of the item(s), including sales tax, and shipping costs if all items ordered were not delivered or arrived damaged, but excluding the cost of purchasing Dispatch Package Protection.
We will determine whether the item(s) should be replaced or refunded at our sole discretion.
Dispatch Package Protection will not refund or replace the item(s) where its condition is caused by ordinary leakage, ordinary loss in weight or volume, ordinary wear and tear of the item, or willful misconduct, infidelity, conversion, or dishonest acts of the purchaser of the service, whether committed alone or with others.
You must provide an accurate and deliverable shipping address for Dispatch Package Protection to protect your order and be eligible for refund or replacement of any items stolen, lost or damaged in shipment. An inaccurate and undeliverable shipping address voids this service.
Dispatch Package Protection covers only domestic shipments.
Dispatch Package Protection covers the eligible items from the inception of the shipment until they are successfully delivered to you. At our sole discretion, we may cancel and refund your Dispatch Package Protection at any time before your items are collected by the shipping carrier (e.g. FedEx, UPS, USPS). Dispatch Package Protection extends coverage only to the order and the items purchased with it and cannot be transferred and/or used to cover items purchased separately under a different order number.
Items arrived Defective or Missing
In the unlikely event that the items you ordered arrived defective, damaged, or are missing, you must report it to us via Live Chat no later than 7-calendar days after they were delivered by the shipping carrier. Do not discard any packaging the item(s) arrived in as we may ask for images of it to investigate the reason for the items arriving damaged/missing.
Refunds & Store Credit Policy
We cannot process partial refunds for individual items that were sold as part of a set or package. If credit is due for purchases involving individual items purchased as part of a set or package, instead of issuing a partial refund, we will issue a store credit in the corresponding amount.
Please note that it may take up to 5 business days for your credit to be issued once your return is received and processed. Also, please keep in mind that it can take longer for a credit to post to your account, depending on the processing speed of your financial institution. The credit posted to your account may appear in the name of either Referee Store or ARW Group, LLC.
Domestic Shipping Policy
It typically takes 4-6 business days for standard shipping and 2-4 business days for expedited shipping to process and deliver the orders within the continental U.S. Custom-made products may require additional processing time. We strive to process and ship all domestic orders by the next business day. If you need an item to be delivered faster, please reach out to us via our Live Chat or call us at (347) 633-4260 and we will provide a quote for another shipping method that meets your requirements.
We use a variety of shipping carriers and because of that, we cannot guarantee deliveries to P.O. Boxes, which typically only accept USPS deliveries.
You are responsible for providing an accurate and deliverable shipping address. Please note that we are not responsible for any packages lost or delayed because of address errors made by you. Any shipment showing as "delivered" by the shipping agency constitutes successful delivery for which no claims of "no-delivery" can be made. If you wish to have your package shipped with the signature required, please select the "Expedited + Signature Required" shipping option during checkout, otherwise, you agree to have your package released, possibly unattended, at the address provided without a signature upon delivery.
While we are happy to offer subsidized shipping on our website, where we generally charge much less than the actual shipping costs, we are unable to absorb additional shipping costs associated with Returns To Sender that are not a direct result of our mistake. Furthermore, in the event your order is returned to us by the shipping carrier we reserve the right to charge you a $15 Return to Sender Fee while refunding your returned order, provided your items are returnable.
When to expect your order:
The following is our guidance for order processing, shipping and delivery timelines.
Expedited Shipping (2-4 Days):
Expedited orders ship the same or the next business day and take approximately 2 to 4 business days to be delivered, once they ship and are picked up by a shipping carrier. Expedited orders are processed and shipped before other orders. For expedited orders, in addition to our standard flat rate shipping and processing fee of $8.00, we charge an additional fee of $4.00 for a total of $12.00.
Standard Shipping (4-6 Days):
Non-expedited orders ship the same or the next business day and take approximately 4 to 6 business days to be delivered, once they ship once they ship and are picked up by a shipping carrier. We charge a flat rate shipping and processing fee of $8.00 for orders with standard shipping.
Domestic Warranties Policy
In order to file a warranty claim, you must do so via Live Chat on our website. To protect your privacy and to validate the identity of the person requesting the warranty, we do not reply to warranty claims made any other way. Once we receive your claim, we will review it and respond to you within 1 business day.
International Shipping and Warranties Policy
All international orders are delivered in approximately 5-10 business days. All internationally shipped orders are non-returnable and non-refundable. If an order is returned to us as rejected/refused/unclaimed, we reserve the right to charge a 30% restocking fee as well as any applicable fees associated with such return. Any shipping costs associated with warranties on products shipped internationally are your responsibility. You are also solely responsible for payment of any duty or border fees assessed on the merchandise. Non-receipts of goods shipped internationally must be reported to us within 30 days of the date of shipment, so we can have the opportunity to file a claim with the shipping carrier. After 30 days the customer will assume responsibility for any non-delivered goods. If the item(s) you ordered arrived defective or damaged, you must report it to us via email no later than 2-calendar days after they were delivered. Please note that international orders may be subject to additional shipping fees. Should there be any extra costs, we will promptly reach out to inform you of the specific amount and to confirm the next steps.