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:
Please note: In response to the latest developments surrounding the coronavirus (COVID-19), our retail store is open with limited staff and hours of operation.
Local In-store Pick Up (3 Easy Steps)
- SHOP ONLINE Place your order and choose LOCAL PICKUP at checkout. (IMPORTANT NOTE FOR INTERNATIONAL ORDERS. SEE BELOW*)
- 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 the 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 pickups are signed out at the register.
*International customers, please contact us when requesting an in-store pickup. Shipping costs may be charged until the order has been confirmed for pick-up. Refund of shipping costs will be processed once the order has been picked up.
** All orders are processed on Tuesday – Friday (business days, excluding certain holidays). Must be picked up within 5 business days after the confirmation email has been sent. Failure to do so may result in cancellation.
FDNY Fire Zone/FDNY Shop
61 West 48th Street
New York, NY 10020
Customer Service: 212-698-4527
Monday: 11:00 AM – 6:00 PM
Tuesday: 11:00 AM – 6:00 PM
Wednesday: 11:00 AM – 6:00 PM
Thursday: 11:00 AM – 6:00 PM
Friday: 11:00 AM – 6:00 PM
Saturday: 11:00 AM – 6:00 PM
Sunday: 11:00 AM – 5:00 PM
Generally, orders placed by 11 AM ET that contain items with a 24-hour availability will be ready for pickup on the same day that you place your order by 5 PM. Orders placed after 11 AM ET will be ready by 10 AM 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
We’re experiencing unprecedented demand during this time and your order may, unfortunately, be impacted by a delay. Even in times of pressure, the FZ team is pushing hard to ship orders as fast as possible. Orders are currently shipping 2 – 5 business days after an order is placed, so we can only ask for your understanding. Domestic and International orders may experience extensive delays due to COVID-19, and other restrictions and extraneous pressures regarding shipping and deliveries locally and worldwide.
We are customers as well, so we can relate to the feeling of reassurance when your package shows up at your doorstep. Thank you so much for supporting the FDNY Foundation. The wellness of our community is so important to us, and we are doing our very best to support our employees, customers, and community.
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 delivery errors via carrier, or incorrect shipping info.
Recipients of international purchases are responsible for all local customs and duties costs. Additional verification of the shipping address and confirmation agreement of the buyer’s responsibilities upon receipt is required before the order is processed and shipped. Tracking information will be sent via email. Order will be canceled if a response is not received within 30 days after an email request has been sent.
*International orders may experience extensive delays due to COVID-19, and other restrictions and extraneous pressures regarding shipping and deliveries worldwide. Orders may take 14 business days or more for delivery barring current restrictions from local custom offices and worldwide restrictions.
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 the reshipment of an order based on our review of your request and any information gathered from USPS or a 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 replace or 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, exchange, or refund 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 merchandise will only be accepted in its original condition (new, unused, and unwashed) with tags attached. The customer is responsible for return shipping costs on exchanges. Codes/discounts used for “Free Shipping” do not apply to exchanged items. Returns up to 48 hours (during business days) to be processed after being received. You will be notified within 3 business days via phone or email regarding your return/exchange.
*Online orders cannot be returned in-store, only via mail. Items purchased online can only be exchanged in-store for items of equal value.
Merchandise for return or replacement should be sent to:
Customer Service – Returns/Exchanges
FDNY Fire Zone/FDNYShop
61 West 48th Street
New York, NY 10020
General Information: 212-698-4520
Customer Service: 212-698-4527
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 acknowledgment 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. An order may be adjusted or canceled if there is an error in the code or multiple codes/offers are applied to an order beyond the stated restrictions.
The refund value for each item returned will be reduced to reflect the value of the free gift or discount. Refunds will be issued back to the original form of payment.
Please allow up to 14 business days from when we receive the items for your account to be refunded. We will send you an email once we have completed the refund process.
Packages that are returned by the postal carrier for non-delivery, will be refunded the value for each item returned minus the shipping.
Orders Canceled by FDNYShop
There may be certain orders 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)
- Invalid items in the order*
- Violation of stated rules and restrictions on promotion
- Inaccuracies or errors in product or pricing information
- Multiple codes/offers are applied to order beyond the stated restrictions
- Restricted items are applied due to a code error
- Problems identified by our credit and fraud avoidance department
- Shipping method or carrier not available
- On Hold after 30 days without a response from the customer (ex. Address Verification & International Agreement)
*System will automatically delete invalid items from the order.
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.
Click HERE to view all the collectibles available at FDNY Shop!
To send us a message, visit our contact page HERE.