Return Policy

At Army Universe, we want our customers to be satisfied with their purchases. We accept eligible returns subject to the requirements, restrictions, and procedures below. Please review this policy before placing an order or returning merchandise.

30-Day Return Policy

Eligible merchandise may be returned within 30 calendar days of the date the package is shown as delivered by the shipping carrier.

To be eligible for consideration:

You must contact Army Universe and obtain a Return Merchandise Authorization number before returning anything.
Merchandise must be new, unused, unworn, unwashed, unaltered, and in resalable condition.
All original packaging, product tags, manuals, accessories, components, and other included materials must be returned.
The RMA number must be clearly written on the outside of the return package.
A copy of the packing slip or other order information must be included inside the package.
The returned merchandise must match the merchandise originally shipped by Army Universe.

Merchandise showing signs of wear, use, washing, damage, alteration, contamination, or improper handling is not eligible for a standard return.

Obtaining an RMA does not guarantee that a return will be approved. All returned merchandise must be received and inspected before a refund decision is made.

How to Request a Return

Contact Army Universe within 30 days of delivery and provide:

Your order number;
The item or items you wish to return;
The reason for the return; and
Photographs when the item is damaged, defective, incorrect, incomplete, or materially different from what was ordered.

If the return appears eligible, we will provide an RMA number and return instructions.

Do not send merchandise back before receiving authorization. Unauthorized returns may be refused, returned to the sender, or subject to additional fees.

RMA Expiration

An RMA is valid for 14 calendar days from the date it is issued. The return package must be given to the shipping carrier within that period.

An RMA does not extend the original return eligibility period indefinitely. Merchandise shipped after the RMA expires may be refused or returned to the customer at the customer’s expense.

Return Shipping

For standard returns, including returns based on size, fit, color preference, changed mind, duplicate purchase, or an item no longer being wanted:

The customer is responsible for all return shipping costs.
Army Universe does not provide prepaid return labels.
Original shipping charges are nonrefundable.
Expedited, priority, or upgraded shipping charges are nonrefundable.
We strongly recommend using a trackable and insured shipping method.
Army Universe is not responsible for return packages that are lost, damaged, delayed, or misdirected in transit.

If Army Universe confirms that the wrong item was shipped or that an item arrived damaged or defective, the procedures under “Damaged, Defective, Incorrect or Missing Items” will apply.

Refunds

Approved refunds will be issued to the original payment method. Refunds will not be issued to a different card, account, or individual.

Please allow up to 10 business days after the return is delivered to Army Universe for the merchandise to be inspected and the refund to be processed. Banks, credit card companies, and payment providers may require additional time before the credit appears on the customer’s account.

Shipping charges are nonrefundable unless Army Universe confirms that the return resulted from an Army Universe fulfillment error or a damaged or defective product.

If an order originally qualified for free or discounted shipping, the actual outbound shipping cost paid by Army Universe may be deducted from the refund. “Free shipping” means the customer was not separately charged for shipping; it does not mean Army Universe incurred no shipping expense.

Army Universe may deduct from a refund any applicable:

Original or return shipping costs;
Carrier charges;
Restocking fees;
Missing-item or missing-component value;
Promotional adjustments;
Discount adjustments; or
Other amounts permitted by this policy.

If the permitted deductions equal or exceed the refundable merchandise value, no refund will be issued.

Restocking Fees

A restocking fee of up to 15% may apply when:

Merchandise is returned without all original packaging, tags, accessories, components, manuals, or included materials;
The item or packaging is not in its original resalable condition;
The return requires repackaging, cleaning, inspection, or additional handling;
The customer returns a large quantity, bulk order, case pack, or multiple units of the same item;
The return was not made according to the provided instructions; or
A restocking fee was disclosed on the product page, quotation, invoice, or order documentation.

A higher restocking fee may apply to refused, undeliverable, unauthorized, bulk, wholesale, or specially handled orders as described elsewhere in this policy.

A restocking fee will not ordinarily be charged when Army Universe confirms that an item was shipped incorrectly or arrived damaged or defective.

Nonreturnable Merchandise

The following merchandise is final sale and is not eligible for return or exchange unless Army Universe confirms that it arrived damaged, defective, or materially different from what was ordered:

Customized, personalized, embroidered, printed, monogrammed, engraved, altered, or specially ordered merchandise;
Items marked “Final Sale,” “Clearance,” “Special Order,” or “Nonreturnable” on the product page or order documentation;
Undergarments, intimate items, or other merchandise that cannot be resold for health, hygiene, or safety reasons once opened or tried on;
Merchandise that has been worn, washed, used, assembled, altered, repaired, damaged, or improperly handled;
Merchandise containing odors, stains, hair, pet hair, lint, makeup, deodorant, smoke, fragrance, dirt, or other signs of use or contamination;
Merchandise missing original packaging, tags, accessories, components, manuals, or included materials when those omissions prevent resale;
Gift cards and store credits;
International orders;
Items sold in a condition that was clearly disclosed and accepted before purchase; and
Any other merchandise identified as nonreturnable before purchase.

These limitations do not exclude any rights that cannot legally be excluded.

Footwear and Apparel

Footwear may be tried on indoors only, on a clean and protected surface. Footwear showing sole wear, creasing beyond ordinary indoor try-on, dirt, odors, or other evidence of use may be refused.

Apparel must be tried on without removing the original tags. Apparel must remain unworn, unwashed, unaltered, and free from odors, stains, hair, lint, makeup, deodorant, fragrance, and other signs of use.

Size charts and measurements are provided as general guidance and do not guarantee a particular fit. Differences in personal fit or preference are not considered product defects.

Product and Camouflage Variations

Product colors may appear differently depending on lighting, photography, screen settings, manufacturing runs, dye lots, or material variations.

Camouflage pattern placement may vary from the product photographs and from one item to another. Minor differences in color, measurements, pattern placement, texture, finish, stitching, packaging, or appearance are not necessarily defects.

Military Surplus, Vintage and Irregular Merchandise

Military surplus, previously issued, vintage, factory-second, irregular, and condition-graded merchandise may show variations, storage marks, repairs, fading, odors, signs of age, wear, manufacturing differences, or other characteristics consistent with its disclosed condition.

These characteristics are not considered defects when they were disclosed on the product page or are reasonably consistent with the merchandise’s description or condition grade.

Exchanges

Army Universe does not process direct exchanges by mail.

To obtain a different size, color, or product:

Place a new order for the desired merchandise and pay for the new order.
Contact Army Universe with the original order number and the new order number.
If the original merchandise is eligible for return, we will provide an RMA number and return instructions.
After the original merchandise is received and inspected, an eligible refund will be issued to the original payment method.

The returned merchandise must satisfy all requirements of this policy. The customer is responsible for return shipping unless Army Universe confirms that the exchange is required because an incorrect, damaged, or defective item was shipped.

Sending an item back does not mean Army Universe will automatically send a replacement. A new order must be placed unless Army Universe specifically agrees otherwise in writing.

Damaged or Defective Merchandise

Customers must inspect their orders promptly after delivery.

If an item arrives damaged or appears to be defective, contact Army Universe immediately and no later than three business days after delivery. A delay in reporting visible shipping damage may prevent Army Universe or the carrier from properly investigating the claim.

Please provide:

Your order number;
A detailed description of the problem;
Clear photographs of the merchandise;
Photographs of the shipping package and any visible damage;
Photographs of product labels or item numbers; and
A photograph of the packing slip, if requested.

Keep all merchandise, packaging, labels, and shipping materials while the claim is being reviewed. Do not use, wash, alter, repair, discard, or return the merchandise unless instructed to do so.

After reviewing the claim, Army Universe may provide return instructions, a prepaid return label, replacement merchandise, replacement parts, store credit, or a refund, depending on the circumstances and product availability.

If Army Universe confirms that an item arrived damaged or defective, the customer will not be charged authorized return shipping or a restocking fee.

Damage resulting from misuse, improper care, improper washing, normal wear, alteration, unauthorized repair, accident, failure to follow product instructions, or damage occurring after delivery is not considered a product defect.

Army Universe may require that merchandise be returned and inspected before issuing a replacement, credit, or refund.

Incorrect or Missing Merchandise

If you receive an incorrect item or believe merchandise is missing from your order, contact Army Universe immediately and no later than three business days after delivery.

Please provide your order number and clear photographs of:

All merchandise received;
The shipping package;
The shipping label;
The packing slip; and
Product labels or item numbers.

Do not return incorrect merchandise before receiving instructions.

When Army Universe confirms a fulfillment error, we will determine the appropriate solution and cover authorized return shipping when a return is required.

Lost, Stolen or Delivered Packages

Customers are responsible for providing a complete and accurate shipping address.

If tracking shows that a package was delivered but the customer cannot locate it, the customer must promptly check with household members, neighbors, building staff, mailrooms, and the shipping carrier.

Army Universe is not responsible for theft, loss, or misplacement occurring after the carrier confirms delivery to the address provided. However, we may assist the customer in requesting available carrier information or starting a carrier investigation.

Claims involving delivery problems must be reported promptly. Army Universe may require a signed statement, identification, police report, carrier documentation, or other information before reviewing a claim.

Proof of Purchase and Third-Party Purchases

Returns are accepted only for merchandise purchased directly from the Army Universe website or directly from Army Universe under the order being returned.

A valid Army Universe order number or other acceptable proof of purchase is required.

Merchandise purchased through Amazon, eBay, Walmart, another marketplace, retailer, distributor, or third party must be returned through the original place of purchase and is governed by that seller’s or marketplace’s return policy.

Army Universe cannot accept a return solely because the merchandise was manufactured, distributed, or sold under the same brand through another seller.

Bundles, Sets, Multipacks and Promotions

Products sold as a set, kit, bundle, multipack, case pack, or promotional package must be returned complete.

Army Universe may refuse an incomplete return or deduct the regular selling price of any missing or retained item from the refund.

If a purchase included a free gift, promotional item, quantity discount, bundle discount, or conditional discount:

The promotional merchandise must also be returned;
The remaining purchase must continue to qualify for the promotion; or
The value of the retained item or applicable discount may be deducted from the refund.

Bulk, Wholesale and Quantity Orders

Bulk, wholesale, case-pack, commercial, uniform, organizational, event, and large-quantity purchases may be subject to separate return requirements, shorter return periods, higher restocking fees, or final-sale terms disclosed before fulfillment.

Army Universe may refuse or limit partial returns of bulk orders, case packs, coordinated orders, or orders containing multiple units of the same product.

Orders purchased for resale, temporary use, events, productions, costumes, organizations, teams, or other commercial purposes may not qualify for the standard consumer return policy.

Customized and Decorated Merchandise

Customized, embroidered, screen-printed, heat-transferred, personalized, monogrammed, engraved, altered, or specially ordered merchandise is final sale.

Customer approval of artwork, spelling, colors, placement, sizing, quantity, decoration details, or other specifications constitutes authorization to produce the order.

Errors contained in customer-provided information or customer-approved proofs are not considered defects. Army Universe is responsible only for production that materially differs from the final approved specifications.

Order Cancellations

Cancellation requests may be submitted within two hours after an order is placed. Cancellation is not guaranteed because orders may enter processing immediately.

Once an order has been processed, picked, packed, customized, transferred for fulfillment, or shipped, it cannot be canceled.

Submitting a cancellation request does not confirm that the order has been canceled. An order is canceled only when Army Universe provides confirmation.

If an order cannot be canceled and the merchandise is eligible for return, the customer may request an RMA after delivery and return it under this policy.

Order Changes

Contact Army Universe immediately if you need to request a change to an order.

We will attempt to accommodate a change if the order has not entered processing. Orders may enter processing within one hour after they are placed, and submitting a request does not guarantee that the change will be completed.

Once processing begins, Army Universe may be unable to change:

The item;
Size or color;
Quantity;
Shipping address;
Shipping method;
Billing information; or
Payment method.

Customers are responsible for reviewing all order information before completing checkout.

Refused Packages

If a customer refuses delivery without prior authorization, the package may be treated as an unauthorized return.

Any refund may be reduced by:

The original shipping cost;
The carrier’s return shipping charge;
Any additional carrier fees; and
A restocking fee of up to 20%.

These deductions will not apply when Army Universe determines that the refusal resulted from an Army Universe error, confirmed shipping damage, or another circumstance for which Army Universe is responsible.

Undeliverable and Returned-to-Sender Packages

If a package is returned because of an incorrect or incomplete address supplied by the customer, refusal, failure to collect the package, repeated failed delivery attempts, lack of access, or another customer-caused delivery issue, any refund may be reduced by:

The original shipping cost;
The carrier’s return shipping charge;
Any additional carrier fees; and
A restocking fee of up to 20%.

If the customer wants the package shipped again, all additional shipping and carrier charges must be paid before reshipment.

These deductions will not apply when Army Universe determines that the return resulted from an Army Universe or carrier error.

Refused Returns and Return-to-Customer Shipping

If merchandise is refused after inspection, Army Universe may notify the customer and offer to return the merchandise at the customer’s expense.

The customer must pay the applicable shipping charge before the merchandise is reshipped. Army Universe is not required to pay to return merchandise that was sent back in violation of this policy.

International Orders

Orders shipped outside the United States are final sale and cannot be returned or exchanged, except when Army Universe confirms that the merchandise arrived damaged, defective, or materially different from what was ordered.

International customers are responsible for all customs duties, taxes, brokerage charges, import fees, and other charges imposed by the destination country.

Army Universe cannot lower the declared value, describe commercial merchandise as a gift, or alter customs documentation.

International shipping charges, customs duties, taxes, brokerage charges, and import fees are nonrefundable unless otherwise required by law.

Refused or unclaimed international packages may be subject to all outbound shipping costs, return shipping costs, customs charges, carrier fees, and a restocking fee of up to 20%. In some cases, the carrier or customs authority may abandon or destroy the package instead of returning it. Army Universe cannot issue a refund for merchandise that is not returned to and received by Army Universe.

Chargebacks and Payment Disputes

A return, refund, replacement, or store-credit request may be suspended while a chargeback, payment dispute, fraud review, or related investigation is pending.

Army Universe will not issue a duplicate refund for an amount already credited, reversed, reimbursed, or disputed through a bank, card issuer, payment provider, carrier, insurer, or marketplace.

Initiating a chargeback does not eliminate the customer’s responsibility to return merchandise when a return is otherwise required.

Right to Refuse or Limit Returns

Army Universe reserves the right, in its sole reasonable discretion, to refuse, limit, delay, or adjust any return, exchange, refund, replacement, or store-credit request when:

The request does not comply with this policy;
The merchandise is not in its original, new, complete, and resalable condition;
The merchandise appears to have been worn, washed, used, altered, substituted, damaged after delivery, contaminated, or improperly handled;
The returned merchandise does not match the merchandise originally shipped;
The return is incomplete or missing packaging, tags, accessories, components, or documentation;
The customer does not provide requested photographs, information, identification, proof of purchase, or other reasonably necessary documentation;
The request involves suspected fraud, abuse, misrepresentation, excessive returns, serial returns, wardrobing, temporary use, or unusual purchasing or return activity;
The merchandise was purchased for resale, commercial use, costume use, event use, temporary use, or another purpose inconsistent with an ordinary consumer purchase;
A chargeback or payment dispute has been initiated concerning the transaction;
The item is excluded from returns elsewhere in this policy or on the applicable product page; or
Other circumstances reasonably indicate that approving the request would be inconsistent with this policy.

Army Universe may require additional information, photographs, identification, proof of purchase, or documentation before approving a request.

Receipt of a return, issuance of an RMA, or approval of a previous return does not guarantee that a refund will be issued or that a future return will be accepted.

Army Universe’s failure to enforce one provision of this policy in one situation does not waive its right to enforce that provision in another situation.

Return decisions are made after reviewing the order and inspecting the merchandise. All decisions are final except where otherwise required by applicable law.

Policy Changes

Army Universe may update this policy from time to time. The policy applicable to an order will generally be the version posted when the order was placed, except when a change is required by law or benefits the customer.

Nothing in this policy limits any customer right or remedy that cannot legally be waived or restricted.