Here are some frequently asked questions. There's a good chance that your answer is in this list.
If you still can't find your answer, a contact form is available at the bottom of the page.
Ordering & Shipping
How do I fill in my address for delivery to a Military Postal Sector?
For delivery to a military postal sector (00100 navy, 00200 non-marine), fill in the delivery field as follows:
First name: Lieutenant
Name: Dubois
Address: SPXXXX
Town : HUB ARMEES
Postcode: 00200
Country : Postal sector
These shipments are free of charge . For shipments delivered to SP, tax exemption is available. You will need to send us your CPM with your order number. after have placed the order requesting tax exemption (link to the contact form at the bottom of the page)
I'need a quote
To obtain a quote, please contact us using the form at the bottom of the page and include the following information:
- Last name + First name (or company name)
- Full postal address
- Contact telephone number
– Adresse de livraison (si différente de l’adresse de facturation)
My order has still not been dispatched
Orders are dispatched within 1 to 3 working days (depending on the workload of our services) for items in stock.
Some items are available to order and the general lead times are indicated on the product sheet when you place your order.
If your order contains items in stock and others available on order, your order will be dispatched in two parts: the first containing all the items in stock at the time of ordering, and the second once the rest of the items have been received.
I have not received a tracking number.
Unless there is a technical problem, you should receive an e-mail from our site giving the tracking number for your parcel when it is dispatched.
Si vous n’avez pas reçu d’e-mail de suivi, contrôlez vos e-mails indésirables sur l’adresse e-mail utilisée pour la commande.
Si vous ne trouvez pas d’e-mail dans vos indésirables, contrôlez le contenu de votre commande. Vous avez peut-être commandé des articles disponibles sur commande ( ou « en cours d’approvisionnement ») et votre commande sera expédiée dès que nous réceptionnons le contenu de votre commande.
How can I use my loyalty points?
To redeem your loyalty points, you must be logged in when you are on the shopping basket page of your order. A notification message will appear telling you how many points you have and asking you to redeem those points. Click on the button to redeem and a promo code will be created.
Loyalty points are credited once the order has been delivered in full .
If you did not receive the points for an order, you were perhaps not connected at the time of this order. Contact us using the contact form at the bottom of the page, and we'll link your order to your account so you can recover your loyalty points.
Guarantee
Guarantee for Hexatac brand products
Nylon equipment
All our nylon products (HMCR, HPC, HMB, MSAP, etc) are made from materials imported directly from the US, assembled to Mil-Spec specifications and guaranteed for life against manufacturing defects.
Concrètement, si votre produit révèle un défaut de fabrication au cours de sa vie, nous le réparerons ou l’échangerons gratuitement, même si vous n’êtes pas le propriétaire originel. Cette garantie ne prend pas en charge l’usure, l’abus, ou l’utilisation de ces équipement hors du cadre prévu.
Ballistic Equipment :
Our ballistic protectors are guaranteed against manufacturing defects for 5 years, with the date on the plate as proof.
To make a warranty claim, scroll down the page to access the contact form.
Warranty on other products
Tous les produits vendus font l’objet d’une durée légale de garantie contre les défauts de fabrication de 2 ans.
This guarantee covers replacement, repair (where applicable) or reimbursement in the form of a credit note (only).
To make a warranty claim, scroll down the page to access the contact form.
Feedback and discussion
How do I return a product/order? - FREE RETURNS
In the event of a change of mind (within 14 days of receipt of the goods) or for an exchange or faulty item, you must first contact customer services (button at the bottom of the page) to notify us of the return.
The returns are free of charge and we will send you the return slip to hand in at the post office on request.
To be eligible for a full refund, products must be in their original condition, complete with undamaged packaging (where applicable). If the return does not meet these criteria, we will not be able to issue a full refund for your order, and reinstatement costs may be incurred.
Les frais d’expédition de votre commande originelle ne seront not reimbursed.
You can prepare your return by downloading the return form: CLICK HERE TO DOWNLOAD THE RETURNS FORM