PRODUCTS

How do I find my size?

This chest sizing chart can be used for the body armor on our site:

• Small (34-36)
• Medium (38-40)
• Large (42-44)
• X Large (46-48)
• XX Large (50-52)
• XXX Large (54-56)
• XXXX Large (58-60)

For helmet sizing, please refer to this chart:

Who can buy body armor?

Body armor is a safety product.It is legal in all 50 states for law abiding civilians to purchase body armor.You have the right to protect yourself and your family from harm. As a citizen of the United States you have the legal right to purchase and wear body armor for personal or professional use.

Body Armor does not require any special paperwork or background checks. It is YOUR responsibility to determine if YOU are LEGALLY able to purchase and use body armor in your state.

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Who cannot buy body armor legally?

Convicted felons surrender their right to own body armor legally pursuant to (18 U.S.C. 931). However, felons can purchase bulletproof vests if their employer requires it and they get written permission to do so. It is the responsibility of the felon to refrain from buying body armor. They can be prosecuted if they make an illegal purchase. Retailers are not liable for what happens to body armor after it is sold.

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What products are eligible for exporting?

ALL products are subject to export control:Arms Export Control Act (Title 22, U.S.C., Sec 2751, et seq.). Violations of these export laws are subject to severe criminal penalties. US export controls and may fall under ITAR or BIS regulations. It is the buyer's responsibility to obtain a proper export license.

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RETURNS & EXCHANGES

• Customers have 14 days from the time of delivery to notify of any intent to return merchandise. Not all items are eligible for return. Please read the Returns & Exchanges in its entirety to confirm if your order is eligible.
• You must notify customer service to receive a return merchandise authorization number (RMA).Please DO NOT return orders without receiving an RMA number as additional service charges may be applied and subtracted from any eligible refund total.
• Please use the form below this page to begin request for an RMA number. Please note, you may be asked to submit a photo of the product based on the reason for return.
• No returns, exchanges, or refunds will be processed without an RMA number.
• All eligible returns must be in original packaging, unused, and in re-sellable condition.
• No returns, exchanges, or refunds will be accepted for any personal protective equipment (PPE), Software items, sale items/ promotional, or ballistic gear such as body armor and helmets.
• A 20% restocking fee for all returns (manufacture defects are exempt).
• Any shipping fees will be subtracted from approved refunds (this is in addition to the 20% restocking fee).
• After returned item(s) have been received and inspected, the approved refund or exchange will then be processed. Please note, refund times may vary and can take up to 7 days based on your banking institution.
• Security Pro USA does not cover the cost of return shipping and is not responsible for the return of unauthorized returns.
• Security Pro USA reserves the right to deny any request to return for refund or exchange due to customer caused discrepancy.
• Security Pro USA is not responsible for any damaged, lost, or stolen packages during the return process.
• If an item proves to be defective within the 14-day return policy or is shipped incorrectly, Security Pro USA will pay the return shipping to have the item replaced or credited to you. You may be asked to return merchandise directly to the manufacturer if it is after the 14-day return policy should the product be covered by any specified manufacturer warranty.

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Customer Service info:

Phone: 1-800-264-8273

Email: support@securityprousa.com

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SHIPPING

DOMESTIC SHIPPING POLICY

SHIPMENT PROCESSING TIME

All orders are processed within 0-3 business days. Orders are not shipped on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

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PAYMENTS

What payment methods are accepted?

All major credit cards are accepted.

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When will my credit card be charged?

Your online purchase will go through and your card will be charged when we have confirmed the item(s) in your order are in stock and ready to ship out.

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ORDERS

Can I get a copy of my invoice?

Yes.

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How do I check the status of my order?

You can track your order by signing into your account on securityprousa.com

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How do I make a change to my order?

Contact our customer service through phone, email or online chat.

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How do I cancel my order?

Contact our customer service through phone, email or online chat.

Protection Starts: When the order is shipped

Protection Stops: Up to 45 days after shipping date

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CLAIMS POLICIES & COVERAGE

All claims will be reviewed daily by our third-party agent via claims.orderprotection.com/submitClaim as our automated systems before approval and are eligible for up to a maximum coverage of $1,000 per claim. Once a Consumer has filed a chargeback against an order it is no longer eligible for a claim.

Credited to You

Stolen

Customer reports they’re aware the package has been stolen either via a door camera, building facilities manager, or neighbor.

• Time: 2 days after marked as delivered
• Requirements: Door camera footage optional but can help expedite
• Police Report: At OP discretion if order is flagged as Medium/High Risk and over $350 value
• Owner: OP

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Delivered Not Received

The tracking number is marked as delivered but the customer is saying it’s not received, and no other people in the house or neighbors are aware of its

• Time: 2 days after marked as delivered
• Requirements: Carrier tracking number showing delivered
• Police Report: At OP discretion if order is flagged as Medium/High Risk and over $350 value
• Owner: OP

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Stolen

The tracking number has not had a checkpoint in “x” number of days or continues to be checked in to the same location repeatedly.

• Time: 7 days domestic, 14 days international
• Requirements: Carrier tracking number showing undelivered
• Police Report: Optional if order is flagged as Medium/High Risk and over $350 value
• Owner: OP

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Damaged

Common causes of damage include: aggressive handling, conveyors tearing clothing, overweight boxes crushing If the order was not properly packaged (e.g. glass with no bubble wrap) or the damage is unlikely to have come from the carrier this claim won’t be credited to the store. When we can visibly see the damage was caused during shipping it will be marked as damaged and credited to the store.

• Time: Upon marked as delivered
• Requirements: Photos and/or video showing the damages and ideally the shipping box/bag
• Owner: OP

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Wrong Item

During handling the wrong items are picked/packed or the wrong items get put in the This can be especially frustrating for international orders that may have taken weeks to arrive. If your website doesn’t have color / size / model specific photos we may look at the variant data or SKU to identify if the wrong item was received. If the customer was confused about what they ordered and did receive the correct item we may ask them to return it per your returns policy.

• Time: Upon marked as delivered
• Requirements: Photos of the wrong items received vs the website photos
• Owner: OP

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Incorrect Address (Carrier Issue)

The city/state showing on carrier tracking does not match with shipping address the customer input at checkout and has not been marked for local post office

• Time: Upon marked as delivered
• Owner: OP

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Not Credited to You

Incorrect Address (Customer Input)

Customer mistakenly inputs an incorrect or old address from a previous residence at If the package is rejected by the receiver at the time of attempted delivery we can process it as a “Returned to Sender (RTS).” If the order is below the maximum threshold of $200 and the customer does not have other claims, we will approve the claim.

• Time: After marked as delivered or returned to sender
• Requirements: Optionally deny claim if value over $200 and marked as delivered. Optionally we may ask for a screenshot showing the order confirmation email shipping address.
• Owner: OP

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Returned to Sender (RTS)

If the order has been rejected or is not able to be delivered by the carrier it may be returned to sender. This can happen if the driver isn’t able to access the mailbox due to a gate, or multiple attempts have been unsuccessful to a building. The shipping fee would not be refunded. We currently don’t support restocking fee or refund only. Please reach out to your CSM if you have these requirements for product updates.

• Time: Up to 45 days after order date
• Requirements: Tracking number showing movement back to origin or marked as Returned to Sender
• Owner: OP

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Defective Item

The item received has a manufacturing defect such as an off center graphic tee or juicer that won’t turn on. These issues cannot be caused by the shipping carrier and may be deemed as defective. If you have custom macros for suggested fixes or replacement parts, please let your CSM know.

• Time: Up to 45 days after order date
• Requirements: Photos and/or videos of the product not working as expected
• Owner: OP

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Carrier Did Not Receive

This can happen when you use multiple carriers and the wrong carrier receives the package, or if a shipping label is purchased and doesn’t make it to the carrier’s pickup due to handling issues.

• Time: 4 days with no origin scan for domestic, 7 days for international
• Requirements: Tracking number
• Owner: OP

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Invalid Tracking

When a tracking number associated with the order is not valid we may ask the customer to provide the correct If a valid tracking is not able to be provided by either party we will deny the claim.

• Time: After order is fulfilled
• Requirements: Screenshot of the tracking number coming from brand
• Owner: OP

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Chargebacks / Disputes

If a chargeback has been opened with the customers bank or a dispute with the payment network we are unable to process any claims on the order as the case is actively being worked on and will be decided by the Regardless of the resolution status, our terms have been breached and we will deny the claim.

• Time: After a chargeback has been filed
• Owner: OP

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Product Not As Described

The product received does not match the website photo or description as the customer We will suggest the customer return the product and reach out to you directly.

• Time: Up to 45 days after order date
• Requirements: Photos and/or videos of the product matching the website
• Owner: You

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Late Shipping

We may deem an order late if advertised to the customer on a specific arrival date or shipping time In the case that date is missed we may offer a refund for the shipping cost.

• Time: After advertised arrival date
• Requirements: Screenshot of the promised arrival date
• Owner: OP

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Other: Customer Responses to Messages

Customers must respond to messages sent by com claims agents within 30 days of message send date. If the customer does not respond within 30 days, the claim is automatically denied

• Time: 30 days
• Owner: OP

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MERCHANT COOPERATION

Merchant shall:

• (a) reasonably cooperate with OP in all matters relating to the OP Service;
• (b) respond promptly to any OP request to provide information, approvals, authorizations or decisions that are reasonably necessary for OP to provide the OP Service in accordance with this Agreement; and
• (c) provide such Merchant materials or information as OP may reasonably request to provide the OP Service and ensure that such materials or information are complete and accurate in all material respects.

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ADDITIONAL TERMS

OP provides coverage for claims arising from loss or damage to your order, as stated in this Exhibit C. However, please note that any customs fees associated with your order are not covered under our policy. It is the Consumer’s responsibility to pay for any applicable customs fees or duties that may arise as a result of your order.

If a Consumer files a claim of loss for an order exceeding $350, a copy of a police report regarding the loss must be submitted to OP along with the claim.

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What is Order Protection?

OrderProtection.com covers your order for every major issue that can occur during shipping. Your order will be protected against loss, damage, theft, wrong items, defective items and missing items.

If something goes wrong during shipping, you can quickly file a claim in a few clicks. You'll receive a refund or reshipment if your claim is approved.

To protect your order, make sure Order Protection is toggled on in your cart.

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How do I purchase Order Protection?

In your cart, there is a toggle to turn Order Protection on or off. Turn on Order Protection to purchase protection for your order! If you have protection turned on, you will see it appear as a line item during checkout.

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How do I file a claim with Order Protection?

Click here to file a claim.

Please note that you’ll only be able to file a claim if you purchased Order Protection when placing your order.

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What does Order Protection cover?

OrderProtection.com covers your order for loss, damage, theft, wrong items, defective items and missing items.

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How much does Order Protection cost?

Order Protection can cost between $X.XX - $X.XX depending on the value of your order.

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How long does it take for my claim to get resolved?

You’ll typically get a response within an hour, and most claims are resolved that same day. OrderProtection.com has 24/7 support staff so you can expect responses and communication around the clock.

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I didn’t add Order Protection to my order, but I need to make a claim.

If you chose not to purchase Order Protection at checkout, and you have an issue with your order, you’ll need to contact our customer service team. You can contact us by [insert_customer_service_details]

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How long do I have to make a claim?

You can submit a claim 30 - 45 days from the date you placed your order depending on the claim type.