At Mad City Outdoor Gear Shop, we stand behind the quality of our tactical gear and apparel. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Key Points:

  • 15-Day Return Window: From the date of delivery
  • Condition Requirements: Unused, with original tags and packaging
  • Non-Returnable Items: Custom or personalized gear, opened armor/body protection items
  • Refund Method: Original payment within 3-5 business days

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must:

  • Be in its original condition (unused, unwashed, with tags attached)
  • Include all original packaging and accessories
  • Be accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned or exchanged:

  • Armor & Protective Gear: Once opened or used for safety reasons
  • Customized/Personalized Items: Badges, nametags, or any gear with custom embroidery
  • Intimate Apparel: Balaclavas, tactical hoods, and similar items

Return Process (Step-by-Step)

  1. Submit a Return Request: Email our customer service at [email protected] with the subject line “Return Request – [Your Order Number]” using the template below.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely pack the item in its original packaging with all tags attached.
  4. Ship Your Return: Send the package to our Greenwood facility (address provided in authorization email). We recommend using a trackable shipping method.
  5. Inspection & Processing: Allow 3-5 business days for inspection upon receipt.

Exchange Process

Follow the same steps as returns, clearly indicating in your email that you’re requesting an exchange and specifying the replacement item (subject to availability).

Refund Timeline & Methods

Once your return is approved:

  • Credit Card/PayPal: 3-5 business days to your original payment method
  • Bank Transfers: 5-10 business days depending on your financial institution

Note: Shipping costs are non-refundable unless the return is due to our error.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). For exchanges, we’ll cover the cost of shipping the replacement item.

Return Request Email Template

Subject: Return Request – [Your Order Number]

Dear Mad City Outdoor Gear Shop Team,

I would like to request a [return/exchange] for my recent purchase (Order #______).

Item(s) for Return:
– [Product Name]
– [Size/Color if applicable]
– [Quantity]

Reason for Return: [Please specify]

For exchanges, please send:
– [Product Name]
– [Size/Color]
– [Quantity]

Please confirm next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Number]
[Shipping Address]

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

International Returns

Customers outside the U.S. are responsible for any customs duties, taxes, or fees associated with returns. We recommend marking the package as “Returned Goods” to potentially reduce fees.

Need Help?

Contact our tactical gear specialists at [email protected] or call +1 (XXX) XXX-XXXX during business hours (9AM-5PM CST).