What's your shipping policy?
We strive to ship orders the next day. This means orders do not always ship the same day or next day. Usually they do. Some orders, specifically rolled fabric and custom branded orders, may take a day or two more. We work diligently to maintain stock of what consumers are purchasing. Our inventory is real time. If it may be added to your cart, it's in stock and will ship in short order. We do apologize for not having a particular item in stock. Please understand stocking items that don't sell usually doesn't work well as a business model.
Purchaser acknowledges that an accurate shipping address is their responsibility and have confirmed with Google maps that their address is accurate. Purchaser also understands that WTF's shipping software may autocorrect addresses based on Google maps. If purchaser uses a PO Box mailing address and selected a service other than USPS, purchaser's order will default to USPS shipping as carriers other than USPS may not deliver to PO Boxes.
Once your order, parts, products, items, etc are in a common carriers' possession, they are out of our control. We are not responsible for parts lost, damaged, stolen, etc once they are in a common carriers' possession. It is the responsibility of the customer to request insurance. If it is necessary to file a claim, it is the responsibility of the customer and/or consignee to file the claim.
How are products packaged?
In addition to weight, packaging adds material and labor costs. You know you're gonna throw it away upon ripping open the box. We know you're gonna throw it away upon ripping open the box. In order to minimize additional cost from packaging and additional freight, we offer 2 mil poly bags to protect your order in transit. Dealers may request retail packaging when placing an order. Retail packaging consists of a zipper closure, hang hole bag with a paper insert.
Do you make substitutions?
Sometimes. For items which aren't readily visible when installed, we may make color substitutions. For instance, with magazine inserts, as they are not readily visible when installed; we may substitute another color based on availability at that time. We will do our best to substitute earthtones for earthtones, black for grey, and grey for black.
What if I have a quality assurance issue?
We work diligently to inspect and trim parts. Sometimes we miss a thread. Lighters and scissors are wonderful tools to rectify the situation. We make considerable use of hot melt adhesives to lay up parts prior to stitching. We also use thin, flexible plastic as an internal stiffener on many products.
Every effort is made to source color coordinating materials but sometimes it's natural or white or nothing at all. Sometimes, when stitching through a stiffener, plastic crumbs will be forced through the fabric. Hot melt boogers, webs, and strings happen. Every parts gets a quick wipe to knock off more noticeable hot melt and stiffener remains. Spending the labor to get them all would add considerable cost. Hot melt and stiffener remains, bits, and crumbs are especially visible on black parts. Hot melt and stiffener remains may be removed by going outside and your using gear. Grooming your new gear for hot melt remains while watching your favorite action flick is a great removal method too.
Scorch marks from laser cutting are more uncommon than common but they happen. It's more pronounced on darker colors. We work diligently to orient parts such that the display of scorch marks is minimized. Sometimes, scorch marks may be visible on or around edges and cutouts. This is not considered a defect.
What are realistic, production tolerances?
Shock cord 1/8" diameter- +/- .5"
Elastic 5664 any width- +/- .25"
Laser cut fabric- +/- .025"
Webbing 55301 and width- +/- .125"
Converting rolls of laminate into rectangles, squares, and other geometric shapes- +/- .125"
Converting sheets of open cell foam into rectangles, squares, and other geometric shapes- +/- .25"
Can I come see your facility?
No. Insurance reasons, confidentiality, and proprietary processes negate the possibility of non-employees on site. The presence of non-employees is disruptive to daily operations. We do not accept visitors.
Can you reduce declared value to avoid duties?
No. Values and package contents will be fully and truthfully disclosed. Please do not order items if you're unwilling to pay duties. Please do not ask us to commit perjury.
How do I modify my order?
We do not accept order modifications. Many times, an item ships from a different warehouse and shipping is calculated differently. There are too many variables involved to accurately estimate additional shipping and packaging. If an order modification is requested, we will cancel and refund the order and invite you to place a revised order.
Why is one material in coyote brown a different shade than another coyote brown material?
We are at the mercy of the mills who extrude solution dyed nylon yarn which is woven into wide and narrow fabrics. We purchase lots of thread based on that season's shade. Coyote brown and ranger green will vary significantly from lot to lot. When consuming tens of thousands of yards annually, shading issues are understood to be normal and an acceptable industry standard. Color match is not an exact an science.
We make available the materials we use for manufacturing our own products. This assists smaller brands immensely with avoiding lot charges. You are buying from our various lots produced over different seasons. One lot of thread may overlap another lot of 500D resulting in a perceived shading issue. This is normal. This is not a defect.
What are your payment terms?
Terms are prepayment for all orders. OEM jobs are not added to the queue until the job is paid in full. We offer an extremely diverse variety of services and intelligent purchasers recognize this. We have a constant demand for our services. Prepayment ensures the job's scheduled in the queue. We cannot schedule jobs without prepayment.
Furthermore, all shipments from Hayes Research, LLC (CAGE 4UE30 DUNS 802601877) DBA Whiskey Two Four are offered FCA from Mesa, AZ, USA.
Is custom, individual gear available?
No. In order to exhaust our lengthy backlog as quickly as possible, WTF are not, at this time, accepting custom requests for built to order retail gear.
Can you reproduce our designs for our brand? Do you offer OEM work?
Yes. It's one of our specialties. Please note that properly producing even the simplest item takes serious resources. See here.
How do I return an item? What if I receive the wrong item(s)?
Email . Notify WTF via email within two days of receipt of product for an RMA number. Returns will not be accepted without an RMA number. All component, fabric, hardware, hook, loop, webbing, etc sales are final, non refundable, and non exchangeable. It is the responsibility of the purchaser to count in, inspect, and verify that what was ordered was received. It is the purchaser's responsibility to ensure they are buying the correct items for their application. Many items look similar. Sometimes we make a mistake and send product X rather than product Y. It is entirely your responsibility to ensure you received what you ordered.