Frequently Asked Questions
United States Customers
What is the phone number for Customer Service?
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. When shipping to an APO or FPO, you will be directed to use UPS Sure Post as shipping method.
What are my payment options?
Visa, Mastercard, Discover, American Express, or PayPal Express Checkout
When will my order be processed?
Express orders must be received by 10:00 AM Pacific Standard Time in order to be processed that day. Orders using ground shipping will arrive within 7 to 10 business days, following credit card authorization. Orders placed after 10:00 AM Pacific Standard time will not be processed until the following business day. Orders placed on Friday after 10:00 AM Pacific Standard time will not be processed until Monday or the following business day.
What shipping methods do you offer?
We can ship UPS Ground, 3-day, 2nd Day, or overnight. We can also ship via Priority Mail with USPS.
When is my card charged after I place my order?
Your card will not charged until your items ship. Payment is authorized at checkout, but cards won't be charged until shipment.
How do I check/track my order status?
You can track your order here using the order confirmation number and the email used to place the order.
How do I use a promotion code?
The promotion code must be entered at Checkout. On the left of the screen, click "Apply Discount Code". Enter the code exactly as given in the field. Then click "Apply Discount" to apply the coupon to your cart.
How long will it take for my order to arrive?
Orders using ground shipping will arrive within 7 to 10 business days (not including Saturday and Sunday), following credit card authorization. Express Orders placed after 10:00 AM Pacific Standard time will not be processed until the following business day. Please Note: FedEx does not deliver on Saturdays or Sundays.
What are your shipping rates?
|UPS Ground®||$7.95||(Free On Orders of $35 or more) Typically takes 3-5 business days to process order for shipment.|
|USPS Priority Mail||$16.95|
|UPS 2 Day®||$19.95|
|UPS 3 Day®||$16.95|
|UPS Next Day Air Saver®||$25.95|
|UPS Sure Post||$7.95||(Free On Orders of $25 or more)
This shipping method is only valid for APO and FPO addresses
What is your return policy?
5.11 Tactical has a 45-day returns and exchanges policy. You may return your merchandise to 5.11 Tactical within 45 days from the date of purchase of your product. Credit will be given once the item is received to our warehouse. Refunds will be applied to original payment method used at the time of purchase.
Please note, purchases made online at 511tactical.com cannot be returned in store at this time.
How do I return or exchange a product I purchased?
- Click here to initiate a return.
- Follow the steps to create your free return ship label.
- Attach the label to the outside of your box and drop off at any USPS location.
How do I return or exchange a gift I received?
Gift items may be exchanged for the same item in a different size or color. Store credit is not given.
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.
How do I clean the taclite fabric?
Machine wash in cold water, inside out with mild detergent. Tumble dry on low.
How do I know my size?
Please visit our Product Sizing page to find the size chart you are looking for.
What widths are your boots?
Our boots come in regular (D) or wide (EE).
How do I clean my boots?
Suede Cleaning Directions
- To clean, use a rubber eraser to remove dirt and smudges. Then, brush lightly with a soft brush specifically for suede and nubuck products.
- If your shoes are muddy, wait for the mud to dry so you can more easily wipe this off before cleaning suede.
- Care should be taken to brush in the same direction. If you brush in different directions, some suedes will give the appearance of being two different colors.
- Never use a wire brush or polish on suede or nubuck. (Some suede brushes do have wire in the center, which is specifically made for use on suede).
- Follow up with a silicone spray for water and stain resistance.