Frequently Asked Questions
Australia and New Zealand Customers
What is the phone number for Customer Service?
(02) 9790 2225
How do I place an order?
Add desired items to shopping cart, once finished, click "Checkout", if the customer wishes to create an account for easier tracking of their order and to have information stored in our system for future orders, they can sign up with their e-mail address. Billing and shipping information must be filled out and payment is entered at the bottom of the screen.
What are my payment options?
Visa, Mastercard or American Express
When will my order be processed?
We aim to process and ship orders next day, standard Australia Post shipping times will apply. Orders placed on Friday and over the weekend will not be processed until Monday or the following business day.
What shipping methods do you offer?
All domestic orders will be shipped via Standard Australia post. We also ship to New Zealand using International Australia Post.
When is my card charged after I place my order?
Once the items ships the card will be charged
How do I check/track my order status?
If an online account was created, the customer can log in with their e-mail address and password to view order status. If no account was created, the customer can call in with their order number to track their order.
Can I purchase and/or use digital gift cards?
5.11 Gift Cards are redeemable for merchandise at any 5.11 Tactical-owned retail locations in the United States or online. Gift cards, both physical and digital, are only available to U.S. residents and are only redeemable in the U.S. Upon redemption, any unused balance will remain on the Gift Card for future purchases. Gift Cards cannot be redeemed for cash unless required by law. Safeguard Gift Cards as you would cash. Gift Cards will not be replaced if lost or stolen and no refunds or exchanges are available. Gift Cards have no expiration date.
How do I use a promotion code?
The promotion code must be entered at the Checkout screen, in the Promotional Code field under the Order Summary.
How long will it take for my order to arrive?
Regular Australia Post shipping times apply to all orders
What are your shipping rates?
Shipping will be free on all orders placed over $150. A flat rate charge of $15 will be applied to orders under $150
What is your return policy?
5.11 Tactical has a 30-day returns and exchanges policy. You may return your merchandise to 5.11 Tactical within 30 days upon the receipt of your product. Refunds will be applied to original credit card used at the time of purchase.
How do I return a product I purchased?
Email Customer Service at firstname.lastname@example.org to request a return authorization number so that the product can be mailed in to us. The customer will be responsible for returning the goods. A refund will be applied to the original credit card used at the time of purchase. Unfortunately we are unable to process exchanges, it is recommended to place a new order for the alternate item.
Why create an account?
To store information in our system for easier ordering in the future, and easier tracking of their order.
How long does it take to get a response after submitting a request on the contact page?
Please allow 24-48 business hours.
Will footwear be provided in US or UK sizes?
All of our boots and footwear will be supplied in US sizing