Customer Service

Welcome to Customer Service. We strive to make it easy to answer all of your questions and make the site as easy to use as possible. Please explore the help topics below:

Returns and Exchanges

If you are not completely satisfied with your purchase, you may return the merchandise for a replacement or exchange within 30 days from receipt. A copy of your receipt/invoice must be included with the returned merchandise and a note indicating your request. Customer is responsible for return shipping costs on exchanges. Codes/discounts used for “Free Shipping” do not apply to exchanged items.

Merchandise for return or replacement should be sent to:

Customer Service – Returns/Exchanges
FDNY Fire Zone/FDNYShop
34 W 51st Street
New York, NY 10020

Phone: 212-698-4527
Toll Free: 1-866-469-3369
Fax: 212-698-4522
E-mail: [email protected]

How Promotions Work

Entering Promotional Codes
If you have a promotional discount code, please enter it in the field provided on the CheckOut page, and click the ‘Apply Coupon’ link. You will see your discount applied in the Order Summary box.

Automatic Promotional Codes
Some promotional discounts are automatically applied to your order during Checkout. If this is the case, your promotional discount will automatically be applied to qualified orders.

During your online Checkout, you’ll see your discount applied on the CheckOut page, as well as in the order acknowledgement e-mail we will send you.

Coupon codes, automatic promotional codes and other promotional offers cannot be combined. Select items are excluded from various offers. If an item is ineligible for a promotional offer, you will see it when the discount code is being added to the order at checkout. Previously made orders, phone orders and in-store shipped orders are not eligible for online only promotional offers and will not be applied.

Refund value for each item returned will be reduced to reflect value of free gift or discount.

Orders Canceled by FDNYShop

There may be certain order that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason, such as:

  • Limitations on quantities available for purchase (out of stock)
  • Inaccuracies or errors in product or pricing information
  • Problems identified by our credit and fraud avoidance department
  • Shipping method or carrier not available

We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order.

Questions about a canceled order? Visit our contact page HERE .

Privacy Policy

You can view our full Privacy Policy HERE.

Terms of Use

You can review our Terms of Use HERE.

Contact Us

To send us a message, visit our contact page HERE.