Welcome to the Mad City Outdoor Gear Shop FAQ. Below you’ll find answers to common questions about our tactical gear, shipping policies, and more. If you don’t find what you’re looking for, please contact our customer service team at [email protected].

About Our Products

What types of tactical gear do you offer?
We specialize in professional-grade tactical equipment including survival gear (like 550 Survival Cord), protective armor, tactical apparel, duty bags (backpacks, attache cases), restraints (ankle cuffs), holsters, camouflage clothing (BDU shirts), and various accessories for law enforcement, military, and outdoor enthusiasts.
Is your gear suitable for professional use?
Absolutely. Our products are designed to meet the demands of law enforcement officers, military personnel, and security professionals. Each item is carefully inspected before shipping to ensure it meets our high standards for field performance.
Do you offer bulk discounts for teams or units?
Yes, we provide customized solutions for group orders. Please contact us directly at [email protected] to discuss your specific needs and potential discounts.

Ordering & Payment

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure online transactions.
Is my payment information secure?
Yes, we use industry-standard encryption to protect all payment transactions. We never store your complete payment information on our servers.
Can I change or cancel my order after placing it?
Order changes or cancellations must be requested within 2 hours of placement, before processing begins. Contact us immediately at [email protected] with your order number.

Shipping & Delivery

Where do you ship?
We ship worldwide except to certain Asian countries and remote regions. Contact us if you’re unsure about delivery to your location.
What are my shipping options?
We offer two shipping methods:
Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 business days after dispatch)
Free Shipping: Via EMS for orders over $50 (15-25 business days after dispatch)
How long does order processing take?
All orders are processed within 1-2 business days from our Greenwood, US headquarters before shipping.
Will I have to pay customs fees?
International shipments may be subject to customs fees depending on your country’s regulations. These fees are the responsibility of the customer.
Do you offer expedited shipping?
For urgent needs, contact us directly about expedited options. We offer special arrangements for law enforcement and military personnel when possible.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unused and in original condition with all tags attached. Contact us at [email protected] to initiate a return.
What if my gear arrives damaged?
Contact us immediately with photos of the damaged item and packaging. We’ll arrange for a replacement at no additional cost.
How long do refunds take to process?
Refunds are processed within 3-5 business days after we receive the returned item. The time for the refund to appear in your account depends on your payment provider.

Account & Technical Issues

How do I reset my password?
Use the “Forgot Password” link on the login page. You’ll receive email instructions to create a new password.
Why can’t I access my account?
This might be due to too many failed login attempts. Wait 30 minutes and try again, or contact our support team for assistance.
How do I update my shipping address?
Address changes must be made before your order ships. Contact us immediately if you need to update your shipping information.

Contact Information

Mad City Outdoor Gear Shop
964 Saint Clair Street
Greenwood, US 38930
Email: [email protected]