FREQUENTLY ASKED QUESTIONS

Why are there multiple charges on my credit card for one order?
If you have two or more charges appearing on your card for the same order, it is likely because there was an Address Verification System (AVS) error on the failed attempts to place your order. Charges are only pre-authorized by Propper but some banks will hold funds on a failed AVS attempt for a period of time, anywhere from one hour to one week. You can usually contact them to clear the failed pre-authorization. Funds from your card are only captured by Propper for valid orders after the items are actually shipped. When funds are captured, they use only the transaction code of a successfully placed order. All other pre-authorizations are ignored, including those resulting from AVS errors. These are automatically deleted by our processor Authorize.net at the end of each day.

Do your products containing DuPont™ Teflon® pose a cancer risk?
The short answer is no. Incorrect media reports have led to confusion about whether consumer products with Teflon®-brand coating pose a cancer risk. Several independent studies have clearly shown that consumer products using Teflon®-brand coating are perfectly safe. For a detailed explanation on this subject, please visit the DuPont™ website or the U.S. Environmental Protection Agency website.

Are your uniforms approved for military operations?
All products displaying the green NIR label have NIR-Technology and are approved for military use. If multiple fabric are available for a product style, review the description to ensure your desired fabric contains NIR technology. For example, any garment in 50/50 NYCO will contains the feature while garments in BATTLE RIP 65/35 Poly/Cotton ripstop will not. 

 

Concerning the use of detergents with optical brighteners, the Army released a memorandum on March 25, 2008 concluding that uniforms laundered with detergents containing optical brighteners do not pose a detection threat to the wearer in an operational environment. "After reviewing Army test results and conducting follow-on evaluations we have determined that changes from laundering ABUs in detergents containing optical brighteners are negligible," said Lt. Col. Chuck Arnold, chief, recognition and uniforms branch, directorate of force development at the Pentagon (Source: Air Force Link News Story).

Do you sell the MCCUU, ILBE Backpack or other Marine Corps items?
All uniforms used by the U.S. Marine Corps are manufactured exclusively by Propper International for the USMC. Except for a few items on this website specifically listed for members of the USMC, no Marine Corps products can be sold commercially due to copyright restrictions on the MARPAT pattern with the Eagle, Globe and Anchor (EGA). Since the commercial division of Propper does not sell Marine Corps products, parts for items like the ILBE are also unavailable for purchase.

How do I become a distributor of Propper products?
If you are interested in selling Propper products, please contact Propper International Sales at 1-800-296-9690 or email them at esales-sales@propper.com to set up a wholesale account. You will be asked to fill out an application and will also need a valid business license from your state or country.

What colors and patterns are available?
Each product page displays the colors available depending on the fabric selected. To see garment colors and patterns please refer to individual product pages.

Do you have a sizing chart?
Sizing charts can vary greatly due to specifications provided by the U.S. Government. To find out what garment you should purchase, please refer to the individual product pages as there are no "universal" chart that applies to all products.

How can I return/exchange my order?
Please refer to the returns page for instructions on returning or exchanging an existing order.

What credit cards do you accept?
At this time, we accept Visa and MasterCard.

Do you take government credit cards or have GSA pricing?
Products on the Propper ECommerce GSA Schedule will have a GSA logo displayed. For a complete listing of products on our GSA schedule, please visit GSA Advantage. SmartPay cards can be used to make purchase using government funds.

Do you ship to APO addresses?
Yes, during the checkout process, you have the ability to select an Armed Forces address. Since UPS does not ship to military installations, your shipment will arrive via the US Postal Service. Please indicate "APO" or "FPO" in the city field, select the "Armed Forces" location in the state field and leave "United States" as the country when shipping to a military installation. Also make sure to enter the correct Zip Code for your APO/FPO address.

Do you ship to foreign countries?
We ship globally except to countries which are subject to embargoes or ITAR restrictions. All international shipments are examined to prevent purchases by individuals who would use Propper products in activities against the United States and/or its allies.

Do shipping estimates to foreign destinations include applicable customs tariffs and fees?
Totals displayed on this website do not include customs tariffs or other fees related to orders imported from the United States. Customers outside the United States are responsible for any applicable fees when they receive their order.

PROPPER ECOMMERCE DOES NOT PROVIDE ANY REFUNDS OF CUSTOMS TARIFFS OR OTHER FEES RELATED TO IMPORT RULES AND REGULATIONS IF THE ORDER IS RETURNED. ANY APPLICABLE SALES TAX THAT MAY BE ASSESSED ALSO CANNOT BE REFUNDED.

What about the global credit card fraud problem?
Because of global credit card fraud, Propper reserves the right to verify the authenticity of any transaction, both domestic and international. Email addresses and phone numbers must be provided for all transactions. Transactions are audited continuously and any fraudulent or suspicious activity is reported to cardholders, issuing banks and appropriate law enforcement authorities. Countries where fraud rates are higher are subject to additional scrutiny before orders are shipped.

To further ensure security for our customers, Propper ECommerce does not store any credit card information and all transaction information is encrypted during payment authorization.

Why is shipping overseas so expensive?
We currently offer UPS and Postal Service shipping options for domestic and international orders. Rates are retrieved in real-time and may fluctuate according to the price of oil. To locate an international retailer, please visit the Propper International retailer locator.

Can you take orders by telephone?
Yes, you can order over the phone by calling 1-866-433-9690. Please have a Visa or Mastercard credit card ready when you order.

How long does it take for me to receive my order?
Orders placed before 12:00 p.m. ET are usually shipped on the same day. Depending on the UPS shipment type you selected, U.S. bound orders can arrive the next day, or can take 2-5 days to arrive at your destination within the 48 contiguous states. Orders shipped to Alaska, Hawaii or Canada will usually take 4-10 days to arrive if shipped by Ground or Standard shipping. Expedited or Express shipping to destinations around the world usually take 5-10 days depending on the location.

How can I cancel my order?
Orders can only be cancelled if they have not yet been processed. If you realize you made a mistake and need to cancel your order immediately after placing it, please call 1-866-433-9690 and we will stop your order. If your order has already been processed, you will need to request a refund.