Common Questions

Shipping Information

What are your store hours?
We are open from 8-5 pm PST Monday-Friday.

When will my order ship?
If the products in your order are in stock, your order should ship the same day as ordered if placed before 2:30 pm PST. Occasionally, usually during the fire season, this is not possible, and your order will ship the next day. If you request Next Day service before 11:30 am PST, we will ship your order the same day it is placed. If your order is placed after 2:30 pm PST on Friday, it will ship the next Monday. Deliveries are made Monday-Friday (excluding holidays). If Saturday delivery is required, call 800-423-8347 to check availability/price.

How do I know if my order is backordered?
Our website does not show current inventory/stock status. After we receive your order, we will update its status. If your order status is Approved, Pending Shipping, some or all of your items are in stock and are being pulled to be shipped. Your credit card will be charged shortly after, before your order ships. If you have chosen to send a check or money order, your order status will be Awaiting Payment until we receive your payment. If your order status is Backordered, we will provide you with an estimated ship date. We cannot guarantee this date, but will keep in contact with you if the date changes significantly. Your credit card will not be charged until your order ships. Once your order has shipped, we will change the order status to Shipped/Completed and provide a UPS Tracking Number.

What do the asterisks (*) mean on the product configurations?
Special order items will have an asterisk before the configuration description (4X Large, Tall, etc.). Special order items are non-stocking, will be back-ordered and are non-returnable/refundable. Please ensure that the sizing/configurations are correct prior to ordering these items.

How long can I expect to wait for Special Order items?
During the off-season, special order clothing takes about 3-4 weeks to ship. During the fire season, the lead time is closer to 4-6 weeks. As always, we will provide an estimated ship date after you place your order.

Can I change my order?
Because we try to process all orders on the day they are placed, it is likely that your order has already been pulled and your credit card has been charged. If you need to add items to your order, you are always able to place another order. If you need to remove items or change items, please call us at 800-423-8347 and we will check the possibility of changing your order.

Can I ship an order to a different address than I provided when I set up my account?
Yes. You are able to store multiple addresses in your account. This is great for gifts, shipping an item to the fire line, etc.

Do you ship to PO Boxes?
Because we ship by way of United Parcel Service and FedEx, we are unable to ship to PO Boxes.

What methods of payment do you accept?
We accept Visa, Mastercard and Discover. We also accept personal or business checks. If paying by check, we will not ship your order until we receive payment. Please include your order number on your check for quick reference.

Where do I send my check?
Please send checks to:

National Fire Fighter Wildland Corp.
PO Box 7577
Springfield, OR 97475

Am I able to order on account?
If you have a Charge Account set up with us, please feel free to enter your Customer Number and a PO # on the payment screen. If you are unsure of your Customer number, please call us at 800-423-8347, and we will provide you with it. We will verify the existence of your Charge Account before shipping your order.

I have a GSA Contract number; Am I able to take advantage of GSA pricing?
While you do not see the GSA prices listed on our website, we always provide GSA pricing to our GSA customers. After your order is placed, we will alter it to reflect GSA pricing.

I received my order and expected to receive GSA pricing and did not; Why not?
All of our items are not on GSA contract, only a selection. Please check to be sure that the items you ordered are on our GSA contract. GSA only allows us to offer our standard products on our GSA contract. If you add options to a product, or the size is such that it becomes a special order product, the product is no longer on GSA contract. We can only offer GSA pricing to GSA customers using a Purchase Order or a government credit card. If you pay with a non-government credit card, your order will not receive GSA pricing. If you feel that this information has not answered your question, please call us at 800-423-8347 to confirm that you do indeed have a GSA Account, and we can refund the difference.

What if there is a pricing error?
We reserve the right to cancel orders and refund the purchase price because of pricing errors or deliverability issues.

Why am I being charged sales tax?
Many states in the United States have introduced new tax laws that affect online retailers like ours. As a result, we are now collecting sales tax in some states, and will continue to add states as we meet the thresholds for collecting taxes. If your business or organization is tax exempt, please email your tax exemption certificate to sales@nationalfirefighter.com and we will remove the taxes from your current and future orders.

I am on the fire and I need an item quick! It is after business hours, what can I do?
If you find yourself in an emergency situation where you just cannot wait until the next day, please call our on-call phone number at (541) 242-6157.

I need an item that I cannot find on your website. Where can I get it?
Feel free to fill out our Contact Us form with your inquiry or call our Sales Department at (800) 423-8347. If we cannot get the item for you, we may know of someone who can.

What do I do if I forgot my password?
Go to the My Account screen and Click "Forgot your password?" A new password will be emailed to you at the email address we have on file.

Can I return a product I purchased?
If the product is not a special order product and has not been opened, you may return it. If your product is defective or you have other problems, please call us at 800-423-8347 for authorization. If you received the wrong product and it was our error, please call us first so that we can send a UPS Call Tag at our cost. Returns and exchanges should be sent with a completed Return Goods Authorization card - download here.

Where do I send my return?
Please send returns with a completed Return Goods Authorization card to:

National Fire Fighter Wildland Corp.
Attn: Returns
3500 Commercial Ave
Springfield, OR 97478

Will you share my contact information?
We respect your privacy. We will not share your information with other companies who will contact you. It may be necessary for us to share your information with our affiliates, so that they may help us do our job. These companies may include our mail house or our web design company.

Is my transaction secure?
Yes. Every time you send us your credit card number and your billing and shipping information, we use GeoTrust Secure Sockets Layer (SSL) technology to prevent the information from being intercepted. In addition, we do not store your Credit Card number.