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:
In-store Pick Up (3 Easy Steps)
- SHOP ONLINE Place order and enter code INSTOREPICKUP at checkout.
- WAIT TO HEAR FROM US You will receive 2 emails. First, an order confirmation stating your order has been received and payment cleared. Second, we’ll send you a Ready For Pickup email when your order is ready and waiting for you at the store.
- PICK UP YOUR ORDER Once you receive your Ready For Pickup email, head to the store to pick up your items. Bring a copy of your Ready For Pickup email or a valid photo ID to checkout register. You can have someone else pick up your order, but make sure they have your Ready for Pickup email and a valid photo ID. All pick ups are signed out at the register.
FDNY Fire Zone/FDNY Shop
34 West 51st Street (between 5th & 6th Avenues)
New York, NY 10020
212 – 698 – 4529
Temporary Store Hours till February 28, 2019:
Generally, orders placed by 11AM ET that contain items with a 24 hour availability will be ready for pickup on the same day that you place your order by 5PM. Orders placed after 11AM ET will be ready by 10AM the next business day. You will be notified if items are in-stock. Please wait until you receive the Ready for Pickup email before going to the store to pick up the order. Items that are ready, will be held 5 days after you receive your Ready for Pickup email. You will receive an email once the item is ready, a reminder 48 hours later and a cancelation email if you don’t pick up the order within 5 days.If you don’t pick up your order within the pickup window, your order will be canceled, returned and your original method of payment refunded.
Shipping Rates, Policies & Disclaimer
Shipping costs are flat-rate based upon location and order total amount.
Ownership of packages turned over to USPS or other shipping carrier transfers to the buyer. We are not responsible for lost, held, or damaged packages. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info.
Recipients of international purchases are responsible for all local customs and duties costs. An additional verification of shipping address and confirmation agreement of buyers responsibilities upon receipt is required before order is processed and shipped. Tracking information will be sent via email.
Lost or Stolen Package
If you have not received your package, you must contact us within 2 weeks of placing your order (for shipments within the USA) or 1 month of placing your order (for shipments outside the USA).
Once you have reported your lost package, we will determine if the package was lost before or after it was delivered to the provided shipping address. We will launch an inquiry with USPS and attempt to have it recovered and either mailed to you or returned to us. Inquiries take time, we reserve the right to wait up to 30 days after the start of the inquiry before we declare the package to be a complete loss. We reserve the right to refuse reshipment of an order based on our review of your request and any information gathered from USPS or chosen shipping carrier.
If we reship a package that was lost or stolen after it was delivered to your address, we will require you to sign for the reshipped package in order to receive it. We also reserve the right to charge the buyer for reshipping expenses. Please note that we do not grant refunds on packages that were lost after being delivered to the address that you provided to us.
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. Returned items must be in original condition, not damaged, worn or soiled and include original tags. 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
Toll Free: 1-866-469-3369
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 (unless specifically stated). 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 or picked-up) orders are not eligible for online only promotional offers and will not be applied. Order may be adjusted or cancelled if multiple codes/offers are applied to order beyond the stated restictions.
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 .
To send us a message, visit our contact page HERE.