If you have questions, we have answers! At LA Police Gear, we want you to feel confident with every purchase. From web support to specific questions about your gear, the LA Police Gear team is here to help you get the most out of your tactical shopping experience. Before you reach out, here are some of our most frequently asked questions about our policies to shed some light on subjects you may need some more information on!
What is the status of my order?
You can find your order status/tracking information from any page on the website using the help/chat widget. Please follow these steps:
- From any screen, click the "Help" bubble located in the bottom right corner:
2. In the "Order Status" section, click the blue "Find Order" bubble:
3. Enter your order number and the email address you used during checkout:
4. Click the blue bubble with the magnifying glass right below the email address and your order status will show up:
5. If your order has shipped, to find the tracking information, click the blue "Order #..." and your tracking number will appear (If you click on the link, it will take you to the shipper’s page to track):
If you signed up for an account, you can find the order status/tracking information for all your orders. Please follow these steps.
- Sign in to your account online (link found at the top of the LA Police Gear website):
2. Go to the “Orders” tab:
3. Click the order number you would like to review:
- At the bottom right under “Shipping Details,” you will find your tracking number (If you click on the tracking number, it will take you to the shipper’s tracking page):
- If you placed the order the same day and it has shipped, it will take a day or two for your tracking information to update
How can I make a change to an existing order?
Typically, orders that have been submitted and processed cannot be altered. Once you place your order and if everything is in stock, it is sent directly to the warehouse where we are unable to make changes to the order.
If your order has a backordered item, we will make every effort to change your order for you. You can send these requests using our Customer Service Center to contact us.
Please double-check your orders before submitting them online. Once an order is submitted, we cannot guarantee the ability to change the order.
I need to cancel my order; will I be able to?
LA Police Gear, Inc. attempts to ship orders as quickly as possible. As a result, once an order is submitted via any method (website, mail, fax, or phone) we will not be able to cancel your order once it has been processed, nor will we be able to stop it from shipping.
If you do need to cancel your order, please use the Customer Service Center to contact us as quickly as possible so we can attempt to cancel it before it is processed. LA Police Gear will not be responsible for any orders that cannot be canceled or stopped. Any order that needs to be returned is subject to the normal Return Policy and a possible restocking fee.
My order is supposed to qualify for a promotional item, but it is not showing up as I complete my order.
Any promotional items you qualify for will show up at the shopping cart level. You will need to add those items to your cart before completing the order.
Why have I not received any email updates regarding my order?
LA Police Gear sends frequent email updates to all customers regarding their order status. These emails are sent automatically at several points during the order process. If you have not received any emails after placing an order, please check your spam or junk folder to see if the email has been filtered there.
Why was my international order canceled?
Your international order may have been canceled for a few reasons.
- We have an approved list of both countries and products that we currently ship internationally. To see if this was the reason for the cancellation, you can check our list of restrictions.
- If your order was not billing and shipping to the same address, it will be canceled. For international orders, we require the billing and shipping addresses to be the same.
- Your credit card may have declined, or the products may no longer be available.
Please contact us with any questions you may have.
What happens if an item is backordered?
We do our best to keep all our items in stock; however, if something is on backorder, we will usually hold the order until all items are in stock. If the bulk of the order is in stock, we may choose to ship the in-stock items. If we ship out the in-stock items first, we will send you an email confirming this, and we will email you the tracking number once that uploads. If the order is held until everything comes in stock, we will email you to confirm this. If you have a question regarding how your order will be handled, please use the Need Help link to contact us.
An item is on backorder, will I be charged for it right away?
LA Police Gear does not charge for backordered items. You will not be charged until the item(s) are in stock and shipping out for your order. If an order is split shipped and the in-stock items are sent out right away, you will only be charged for the in-stock items and shipping and not for any backordered items.
How long will my backorder take?
If the item you ordered was not in stock when you ordered it, the item page will tell you both that the item is out of stock and provide a rough estimate on how long the backorder will take. If there were any options to choose from on the item, be sure to select the option you ordered to see the correct ETA information.
Can I purchase from LA Police Gear if I am not in the military, law enforcement, etc.?
Yes, LA Police Gear does currently sell to the general public!
How do I place a purchase order online?
Is it better to place my order online or over the phone?
Orders placed online are processed before phone orders; however, we realize that some of our customers would prefer to place their orders over the phone. Please call our customer service team at 661-294-9499 if you would like to place a phone order.
Is your website secure?
L.A. Police Gear, Inc. takes the issue of security very seriously. Every time you send us your credit card number and your billing and shipping information, we use the industry-standard Secure Sockets Layer (SSL) encryption technology to prevent the information from being intercepted. Our computers are protected via military-grade firewalls, as well as the latest in anti-virus software so that your information is always secure. Credit card numbers are permanently encrypted in our system so that no one (not even employees) can see your credit card information.
Why has my account been charged right after placing my order?
LA Police Gear's new website does a full authorization on your credit card in the amount of your order total upon checkout. This means that you may see a "pending" charge for the total of your purchase right away. That pending charge will remain until your order ships, which is when we capture the funds and replace the pending charge.
What form of payment is accepted?
We accept the four major credit cards as payment methods (Visa, MasterCard, Discover, and American Express). We now also accept PayPal as a payment method, which can be done during checkout. You may also pay by mail with a check or US money order.
Will I be charged sales tax?
L.A. Police Gear, Inc. is required by law to collect sales tax on all orders being shipped to the following states: Alabama, Arizona, Arkansas, California, Connecticut, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota, Nebraska, Nevada, New Jersey, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Washington, West Virginia, Wisconsin, and Wyoming.
Your order will reflect the appropriate sales tax charge prior to checkout and it will also be displayed on your final order confirmation. If you are an exempt organization, you can create an account online and request tax exemption by filling out the form.
When is my credit card charged for my order?
Upon placing an order with L.A. Police Gear, Inc., the customers' credit card may be authorized for the full dollar amount of the order. This is not a charge. For more information on this, see our Policies page.
Does the LA Police Gear website have live inventory?
L.A. Police Gear, Inc. does currently have live inventory on all listed products. While we try to note extended backorders for certain items, delays beyond our control may extend beyond the indicated wait time. If you have a backorder, you will also be notified via email as quickly as possible. If you would like to check the availability of an item before you purchase it, you can contact us.
How do I know what size to order?
Many products on our website have a size chart that you can use to help determine your size. If the product does not have a size chart listed, please submit your question through the Q & A section of the product page.
Do you offer gift cards?
How can I look up the balance of my gift certificate?
How can I write a product review?
To submit a product review, please visit the page for the item in question, and click the Reviews Tab. Fill in the form and click submit and your review will be posted as quickly as possible.
I would like to order an item that is not listed. What do I do?
What items have restrictions for purchasing at LA Police Gear?
Some products that we offer can only be sold to Military, Law Enforcement, or Government Agencies. These products will be labeled in their description as such. This includes but is not limited to dynamic entry tools, infrared products, batons, body armor, and some optics/sights.
Are there any age restrictions on products?
Some products, including but not limited to knives, require you to be 18 years or older to purchase. By purchasing any item from LA Police Gear — whether by phone, mail, electronic mail (email), or in person — the buyer grants that he/she is in compliance with local and state laws and legally able to purchase these items.
Where can I find your return policy?
How do i request a return?
Do I have to pay for return shipping?
Unless the product is defective, was the incorrect item based on what you ordered, or specifically lists that it includes Free Return Shipping, the customer is responsible for return shipping charges. The return shipping label fee is $9.99 and will be deducted from your refund when we process your return.
My order was delivered and the items in my package do not match what is on my order confirmation.
Does LA Police Gear offer a warranty on LA Police Gear branded products?
Yes, LA Police Gear offers a limited one-year warranty on LA Police Gear branded products. This warranty covers defective products only. Please use the Need Help link above or click here to contact us for assistance.
Are there any restrictions or fees on returns?
Yes, some items available for purchase at LAPG.com are final sale and not eligible for return. These include, but are not limited to, underwear, socks, body armor, pepper spray, and custom badges. View our policies for more information.
LA Police Gear does also charge restocking fees in extreme scenarios where the item(s) returned are either unsalable, missing all packaging, covered with pet hair, dirty/clearly used, etc. These restocking fees are at LA Police Gear's discretion and the customer will be notified that a restocking fee was taken on the return email.
When will I get my refund?
Please note, once your return label tracking shows the package as delivered, your return may take up to 1-2 weeks to be processed and your refund issued.
How do I track my return?
Click here to be redirected to our tracking page, where you can enter in your return tracking number or search by your order number to pull up your return tracking information. Please note that returns can sometimes take up to 1-2 weeks to be processed once delivered back to LA Police Gear's return facility.
I forgot my password for my LAPG account, what do I do?
On the sign-in page, please click the Forgot Your Password link next to the Sign In button. This link will help you to reset your account password.
How do I use the Wish List feature?
To use the LA Police Gear Wish List feature, you must first sign up for a user account (use the top bar of our website) or log into your existing account. Once logged in, you can add an item to your personal wish list by clicking Add to Wishlist on the product you have been drooling over. To view your entire Wishlist, just click Wishlist at the very top of our website when you are logged in.
If I want to order an item from my Wish List, how do I do that?
When viewing your Wish List, simply click Add to Cart to transfer the item from your Wish List to your shopping cart. You can then order the item.
I have two accounts with LA Police Gear, how do I merge them?
Please contact us using the LA Police Gear Customer Service Center and we can merge the accounts for you. You will need to provide the two different email addresses for the accounts and let us know which one of the two email addresses you would like to use going forward.
How do I apply my promotional code or coupon code?
You may apply your promotional code or coupon code on the Cart page by clicking "Add Coupon" or on the Checkout page by clicking "Coupon/Gift Certificate".
Can I use more than one coupon code?
At this time, you may only use one (1) promotional or coupon code per order.
Do you offer a military or law enforcement discount?
Most of our prices are already discounted upfront for all of our customers, and some of our products come with free promotional items or free shipping. We can still provide an additional 5% discount to our military customers, just use code MILITARY when you check out! If you would like to place a large government order (over $500), you can contact our Purchase Order Specialist for even better pricing.
Do you offer a wholesale discount for bulk buying?
LA Police Gear does offer a wholesale discount for bulk buying. If you are a government agency looking for a great deal, don’t hesitate to contact us today! Please email your quote request to email@example.com. If you need assistance over the phone you can call 661-294-9499 ext. 235. Our quotes specialist is available from 7 am to 3:30 pm PST.
Can you tell me more about your price promise policy?
LA Police Gear does price match advertised prices from authorized dealers. If you have a price match, please email us at PriceMatch@LAPoliceGear.com and provide the following information:
• SKU of the item in question.
• Link to the competitor's website with the item in question. Remember, the item must be the exact same on our website AND the competitor's website.
• Your contact information.
• As soon as we receive your email and research the information, we will contact you as soon as possible regarding your price match.
What shipping options do you offer?
We currently ship with FedEx and USPS to all US stateside addresses. Any orders that qualify for Free or Flat Rate Shipping ship via Economy Shipping.
Do you ship internationally?
Does LA Police Gear drop ship any items?
LA Police Gear does currently drop ship certain items directly from the manufacturer. Items that are not stocked at our warehouse but are drop shipped are marked as such on the website. You can see this alert next to the product’s pricing information.
If I am a local customer, will I still need to pay for shipping?
We are located in Southern California, near Santa Clarita. You are welcome to place a pick-up order online or over the phone. Our customer service department can waive the shipping fee and arrange for you to pick up your order at your convenience from our warehouse, during normal business hours — Monday thru Friday, 8:00 am - 10:00 am, and 11:00 am to 3:00 pm PST.
Please note that Pick Up orders may take 1-2 business days to be available for pickup. Select Customer Pick-Up as your shipping method when you check out to pick up your order from our warehouse. We will email you once available for pick up. If you choose to have your order shipped, however, the order would be subject to all regular FedEx or USPS shipping charges.
How do I get free shipping on my order?
LA Police Gear offers FREE Economy Shipping on any order over $100. Free Economy Shipping only applies to the lower 48 states. Please note that your order must total $100 AFTER any discounts or coupons are used. Economy shipping typically takes 3-10 business days and means that your order will ship the most economical way possible (this is automatic, and we cannot take requests).
Tracking information will be provided for Economy Shipping but can be limited and is not always exact. Flat rate or free shipping does not apply to oversized items including but not limited to full-size Pelican Cases or Plano Cases.
Why is a shipping charge still showing up on the order when my order should qualify for free shipping?
When placing an order that qualifies for free or flat rate shipping, the shipping method will be displayed as FREE, as $0, or as the advertised flat rate. This will show in your shopping cart and in the checkout page.
Please note that free or flat rate shipping only applies to the lower 48 states and with Economy Shipping unless otherwise stated.
When will my order arrive?
We ship orders Monday thru Friday during our business hours. Orders placed after 11 am PST will usually ship out the following business day — including AIR shipments. While we do make every effort to ship the same day, orders can take 24-48 hours to leave the warehouse. Orders placed over the weekend or over holidays can take longer to ship due to the large volume of orders that come through.
How will I know when my order has shipped out?
Please check your order status by clicking the Order Status tab in your account. This will show you if the order has shipped out and will provide a tracking number if available. We also do email you a tracking number as soon as the order ships out.
I just received my tracking number via email from you, and it shows that there is no data for that tracking number. How is that possible?
FedEx automatically assigns a tracking number to each package when LA Police Gear prints the label for delivery. However, FedEx does not show any information for this tracking number until it is scanned at the FedEx hub later that day. If you check a tracking number right after you receive it, the number will not have any record yet. Wait until that night or later the following day and the number will show the accurate package tracking information.
Why did LA Police Gear not ship out my in-stock items automatically for me?
LA Police Gear will choose to hold the order instead of shipping the in-stock items to consolidate the order into as few shipments as possible. If you know your order has backorders and would like the in-stock items shipped out, please let us know by using the Customer Service Center to contact us.
What is LAPG Freedom Rewards?
LAPG Freedom Rewards gives you the opportunity to score store credit, free products, access exclusives, and more! As a member, you’ll earn points for every purchase and for engaging with our brand through social media and other platforms. Once you earn enough points to unlock rewards discounts, points can be redeemed like cash at check out!
Do points expire?
Yes, points will expire after three years of inactivity on our website. Inactivity is based on either earning OR redeeming points.
How do I join LAPG Freedom Rewards?
HOW DO I EARN & SPEND MY POINTS?
Points can be earned with every single purchase made, plus for things like social media shares and follows. Visit the Freedom Rewards page to see all ways to earn points! Points can currently be converted into a store credit on your account. Please note that store credits are not able to be used to purchase gift cards.
How do I check my points balance?
First, log into your account where it says ‘My Account’ at the top of our website, then click the ’My Rewards” tab for your points balance. You can also click Rewards History to view the details!
What happens to my points when I return items?
When items are refunded, the points you earned from that purchase will be deducted from your point balance.
I performed an action to earn points, but my points aren’t showing up.
From the Rewards Page, you can Redeem for Discounts. This will turn your points into store credit that can be applied directly to your order on the checkout page. You can also perform this action on the Cart page.
What do the tiers mean?
LAPG Freedom Rewards are separated into three tiers – Silver, Gold, and Platinum. The tier status is based on your rolling 1 year spend at LAPG.com. Your cumulative spend amount will move you up from Silver to Gold, and finally to Platinum. Your tier status will reset or move down a tier depending on your spending over the past 1 year. The cumulative spend amount includes all orders made directly on our website (https://lapolicegear.com), excluding gift card redemptions. Purchases made in our retail stores will not count towards this cumulative spend amount.
Each time you move up a tier, you earn subsequently better rewards like 1.5x or 2x points!
How do I know what tier I am in?
When you are logged into your Account, you can check your tier on either the Rewards page or your Account page.
Can I transfer or merge my points between two separate accounts?
You can accrue points on multiple accounts, but we can only merge specific, verified accounts. If you would like to inquire about merging your multiple accounts, please contact customer service with your account email addresses and we can look into it for you.
How do I update my profile to redeem my birthday bonus?
From the Rewards page, click the “Birthday Bonus” button to enter in your birthday! We’ll send you your birthday bonus on that day each year.
Do my past purchases count towards my Freedom Rewards account?
No, only new purchases from the date you sign up for your Freedom Rewards account will earn you points on your account.
How does the Give $25, Get $25 program work?
Love LAPG? Get your family, friends, and coworkers hooked too! When you share LAPG, you and your friends will receive $25 off your next orders.
Here's how to refer your friends and family:
- Log in to your LAPG Account. If you haven’t created one already, sign up here.
- Click on "My Rewards", then scroll down and click on “start referring now”. Or click here.
- Share your referral link with your friends and family.
- Each of your friends and family members will get $25 off their purchase of $100 or more when they use your referral link to place their order.
- After your friends or family members place their order, you’ll receive an email within 24 hours letting you know they used your link.
- A $25 credit will be available in your LAPG Account for your next order with us! When logged in to your account or when clicking on the email, your referral credit will appear in your cart during checkout. You can redeem your credit at any time.
Were you referred? Just follow the instructions below:
- Click on your friend’s referral link. Once you click the link, a referral code will populate the page.
- Copy your code so you can apply it at checkout.
- Shop all the awesome gear. Fill up your cart with at least $100 of awesomeness!
- Apply your code and submit your order!
Terms and Conditions
- You must be a first-time customer with LA Police Gear.
- Your order must be over $100 after any discounts/promotions are applied.
- If you return your order, the referral credit will be rescinded. Another referral code will not be provided.
What hours is your Customer Service open?
Customer service center is located in Santa Clarita, California, and is open 8:00am to 2:30pm, local time (PST), (closed for lunch 10:00am – 11:00am PST) Monday through Friday.
Do you have a retail store?
LA Police Gear currently has two retail stores. One store is located in Valencia, CA and the address is 28704 The Old Road, Valencia, CA 91355. Our second store is located in Ontario, CA and the address is 4440 Ontario Mills Pkway, Ontario, CA 91764. Local customers to us can still pick up their order from our warehouse if they select Valencia, CA Pick Up as their shipping method. You will be emailed when the order is ready for pick up.
Does LA Police Gear offer donations or sponsorships?
Please use the Need Help link to contact us with detailed information on your benefit, event or sponsorship and we can review possibly donating to your cause.
Does LA Police Gear offer user accounts or customer accounts?
LA Police Gear does offer a user account system that is a comprehensive tool to help simplify the entire customer experience. You can sign up for our account system at the very top right of our website by clicking Sign In or Register. Once you have signed up, you will be able to customize your own address book, view your order history, manage your Wishlist, view reviews you have posted on products, and update your personal settings.
Does LA Police Gear read the order comments?
Please note that we at L.A. Police Gear do all that we can to accommodate the special requests that our customers have. That being said, there are times where orders are processed automatically before we are able to execute the comments that customers leave in their order during the checkout process. Due to the large volume of orders we incur, customers will not be notified if we are unable to accommodate those requests. Please be aware that your comments will not be seen by shipping carriers and directions about delivery will not be followed.
How can I be alerted about sales, new products, and deals?
Sign up for our Email Newsletters to get access to exclusive sales, products, and deals! Use the sign-up at the bottom of this page.
Do you offer a print catalog?
We do not have a full print catalog at this time.