All Hands Fire Equipment (888) 681-1009

CUSTOMER SERVICE:
All Hands® Fire Equipment LLC strives to provide the industry's best products at a reasonable price. Customer satisfaction is our number one priority. Our terms, conditions, shipping information and associated information are provided for your convenience.

CONTACT INFORMATION:

DISCLAIMER:
Firefighting requires instruction and training. Firefighting, rescue and associated operations are dangerous and may cause injury and death. It is every firefighter's responsibility to be trained and knowledgable on their equipment, the manufacturers recommendations and equipments intended use.

REGISTRATION AND TRADEMARK INFORMATION:
The name ALL HANDS is a registered trademark ® of All Hands® Fire Equipment LLC. and may not be used or reproduced without the expressed written consent of All Hands® Fire Equipment LLC. The contents of this website are the property of All Hands® Fire Equipment. All rights reserved. All images, graphics, logos, sounds, and written content included in this site are the property of All Hands® Fire Equipment LLC and may not be re-produced, modified, copied, or re-displayed in any way without the expressed, written consent of All Hands® Fire Equipment LLC.

STORE HOURS:
All Hands® Fire Equipment LLC hours of operation are Monday through Friday from 9am to 5pm EST. Closed on most major holidays. All Hands® Fire Equipment LLC also closes in order to attend several of the major national fire service trade shows.

* Telephone messages are checked often, so if you receive our voice mail system, please leave a message at (888) 681-1009 and your call will be returned.
* Our fax line is available 24 hours a day at (888) 681-0031.
* Our Website www.allhandsfire.com & Email link sales@allhandsfire.com are also available 24 hours a day.

QUOTE REQUEST:
1. FAX: Fax your Quote Request to (888) 681-0031
2. FAX USING OUR QUOTE FORM: Print, Fill out, and Fax our Quote Form to (888) 681-0031. (Click here for Quote Form)
3. E-Mail: E-mail your Quote request to sales@allhandsfire.com
4. TELEPHONE Call (888) 681-1009 for your quote request. (See Store Hours)

ORDERING INSTRUCTIONS & OPENING AN ACCOUNT:
1. WEBSITE: Order online using a Visa, Master Card, Discover, or American Express. Minimum order rate of $10.00 required. Our website is www.allhandsfire.com

2. TELEPHONE: Order via telephone (888) 681-1009 using Visa, Master Card, Discover or American Express. (See Store Hours).

3. FAX: Print, Fill out, and Fax your order on our Order Form with credit card information to (888) 681-0031. Quote Form

4. MAIL: Print, Fill out, and Mail our Order Form with Credit Card information, Money Order or Check to All Hands® Fire Equipment PO Box 1245 Wall, NJ 07719.
* Please remember when order via Mail to include Shipping and Handling with your order. (See Shipping & Handling Chart).
* Orders paid by check will not be processed until check has been cleared from the bank (7-10 Days).

5. OPENING AN ACCOUNT: Fire Company/Departments, Cities, Government Agencies, Military, Private Industry and Companies. Purchase Order or a Letter of Intent (with Purchase Order number if possible) can be faxed to (888) 681-0031.
* Please remember to include Shipping & Handling with your order. (See Shipping & Handling Chart).
* Accounts in good standing shall be extended terms of “Net 15”.
* # 5 OPENING AN ACCOUNT is only for Fire Company/Departments, Cities, Government Agencies, Military, Private Industry and Companies. Individual Customers may not open an account. Individual Customer must use options #1 Through #4, prepaying via Credit Card, Money Order, or Check.

6. OPEN AN ACCOUNT TO RESELL PRODUCT: Dealers and Distributors who would like to resell our products must contact us via telephone (888) 681-1009 to Open an Account. In addition, Dealers & Distributors must provide Credit Information prior to any purchase using a Purchase Order. Dealers & Distributors may order by way of Credit Card or Purchase Order.
* Please remember to include Shipping & Handling with your order. (See Shipping & Handling Chart)
* Accounts in good standing shall be extended terms of “Net 15”.
* # 6 OPENING AN ACCOUNT TO RESELL PRODUCT is only for Companies (Dealer & Distributors) looking to resell our products. (Individual Customers may not open an Account to Resell. Individual Customer must use options #1 through #4, prepaying via Credit Card, Money Order, or Check).

* CREDIT CARDS ACCEPTED: Visa, Master Card, American Express, & Discover

* CREDIT CARD ORDERS: Credit cards orders will be processed immediately to ensure credit card approval.

* 24-HOUR ORDER HOTLINE: Our Website www.allhandsfire.com and Fax Machine (888) 681-0031 is accesible 24 hours a day.

* SALES TAX: New Jersey residents pay 7% sales tax.

* CANCELLED CHECKS POLICY: Checks that are cancelled, returned, or otherwise denied by a bank will be subject to a $30.00 charge.

* OVERDUE INVOICES: All invoices including those to Fire Company/Departments, Cities, Government Agencies, Military, Private Industry and Companies for products purchased provide the customer with 15 days to make payment (Net 15). For balances past due, a 1.5% interest per month charge may be applied.

DELIVERY & SHIPPING POLICY:

For additional Shipping & Handling information, click here.

1. Products that are in stock or drop shipped from the manufacturer normally takes 1-3 weeks. However, for some customized products, delivery may take longer (this will be noted on most customized products). In addition, products that have been backordered or delayed by the manufacturer may also take longer. In most cases we will contact you if there are additional delays.

2. If you ordered several Products, they may be sent in separate shipments and from multiple manufacturers. This is done to reduce our customers wait time for their order.
* Note: Your Shipping & Handling charge will not be affected by this.

3. Orders shipped within the Continental United States are shipped via United Parcel Service (UPS), US Postal Service (USPS) or Federal Express (FED-EX). For larger/heavy items and large quantities, products may be shipped via a different freight carrier.

4. IMMEDIATE DELIVERY such as overnight, next day, and similar expedited shipping requests will require additional charges to the regular shipping and handling charges shown above. Please contact us at (888) 681-1009 or sales@allhandsfire.com to request your order be expedited.

5. Orders to customers in Alaska, Hawaii and Puerto Rico will be shipped via US Postal Service or UPS Second Day Air. Additional charges may apply.

6. Orders to Canada will be shipped via US Postal Service or UPS Second Day Air. Additional charges may apply.

7. Additonal shipping and handling costs may apply depending on product weight, size, length, etc. We will notify you if an additional charge is needed.
* For example, certain lengths of hooks (pike poles) and heavy items may require additional freight charges.

8. Orders to Customers Overseas (Outside of the United States): We no longer sell products overseas, sorry. However, we do sell to Overseas US Military Bases. (See Military Orders Overseas).

9. Military Orders Overseas will be shipped via US Postal Service. Additional charges may apply.

PRICING POLICY:
All Hands Fire Equipment LLC offers a diverse selection of fire, rescue, and emergency equipment. Due to circumstances beyond our control, prices may change without notice. All Hands Fire Equipment LLC reserves the right to change, adjust, modify, or correct pricing that may be advertised on our website or otherwise displayed.

RETURNS, EXCHANGES, REFUNDS POLICY:

1. A customer may return an item(s) if they are not 100% satisfied with the product or if the product did not meet their expectations. However, we will not accept the return of any item that shows signs of wear or use. Restocking fee(s) may apply, depending on if they are passed down to us by the manufacturer.

2. In cases where manufactures defects are present due to poor quality or workmanship, the item may be returned directly to the manufacturer for warranty repair or replacement. Customers should first contact All Hands® Fire Equipment prior returning any product.

3. All returns must be made within 30 days of purchase (date of invoice).

4. Any claim of damage and/or shortages must be made within 48 hours of receipt or product(s).

5. No product may be returned without approval and return directions from All Hands® Fire Equipment. We require all returns and/or exchanges to include our Return & Exchange Form.

6. Customers are responsible for the cost of shipping the product in question back to All Hands® Fire Equipment or to the Manufacturer. In addition, customers are responsible for shipping costs associated with exchanges or re-shipping.
* Does not apply to products with Manufacturer defects due to poor quality or products that were shipped in error due to All Hands® Fire Equipment or Manufactures mistake.

7. Products that are to be returned should use the same packaging and include a copy of the packing slip and/or invoice, and our Return & Exchange Form. Customers are responsible for products that are being shipped back to All Hands® Fire Equipment or to the Manufacturer. We recommend that you ship the product in a manner that can be tracked. You may also wish to insure the shipment.

8. In regards to a return, refund, or credit: Customers will not be credited the amount(s) charged for shipping and handling. Customers will only be credited or refunded for the full value of the product.
* Does not apply to products with Manufacturer defects due to poor quality or products that were shipped in error due to All Hands® Fire Equipment or Manufactures mistake.

9. NO refund, credit or exchange will be given until the product in question is returned and has been examined by All Hands® Fire Equipment or an authorized representative.

10. Products being returned must have no evidence of use and must be received in its original box and packaging
* Does not apply to products with Manufacturer defects due to poor quality.

11. Boot/Footwear Return Policy: Boots and footwear fall under normal Returns, Exchanges Refunds Policy. However, customers must make sure boots and footwear fit properly and are the correct size prior to putting them into service. ANY signs of wear and tear (including but not limited to scuff and/or dirt marks, creases, dirty or scraped soles, etc.) will NOT be accepted. Boots with ANY sign of use and/or wear will be rejected and returned to you without credit, refund or exchange.

12. Helmet Policy (Pre-Configured): All pre-configured Helmets fall under normal Returns, Exchanges Refunds Policy. However, you must make sure the helmet fits properly and is the correct size prior to putting your helmet into service. ANY signs of wear and tear (including but not limited to sweat stains, scuff and/or dirt marks, alterations, markings, any removal of parts including protective coverings, and/or decal additions) will not be accepted. ANY Helmets with sign of use or any alterations will be rejected and returned to you without credit, refund or exchange.

13. Helmet Policy (Build-Your-Own / Customized): All Hands® Fire Equipment offers a Build-Your-Own feature that allows our customers to create customized products, manufactured and assembled to your specifications. Our cancellation policy on customized orders is as follows:
* Cancellations for custom helmets must be made within 1 weeks of original order date.
* Cancellation of Customized Orders will not be permitted after 1 week of original order date.
* A customized product may not be returned or exchanged (Does not apply to products with Manufacturer defects due to poor quality or products that were shipped in error due to All Hands® Fire Equipment or Manufactures mistake).
* Customized products that are manufactured in error due to customer mistake will not be refunded. Please double check all your specifications prior to ordering a customized product.
* Note on Custom Helmet delivery: Most, if not all, Customized Helmets take 8-12 weeks because they are just that ... Customized.

14. Customized Product Orders: All Hands® Fire Equipment offers a Build-Your-Own features and other Customized products that allows our customers to create customized products, manufactured to your specifications. Our cancellation policy on customized orders is as follows:
* Cancellations for customized products must be made within 1 weeks of original order date.
* Cancellation of Customized Orders will not be permitted, refunded or credited after 1 weeks of original order date.
* A customized product may not be returned or exchanged (Does not apply to products with Manufacturer defects due to poor quality or products that were shipped in error due to All Hands® Fire Equipment or Manufactures mistake).
* Customized products that are manufactured in error due to customer mistake will not be refunded. Please double check all your specifications prior to ordering a customized product.

POLICY FOR PRODUCTS OBTAINED FOR PREVIEW:
Customers wishing to preview a product can request to do so. Because we feel that our products are of the highest quality, we offer this service with the anticipation that you (the customer) will purchase the product being previewed. Our preview policy is as follows.
* The All Hands® Fire Equipment PRODUCT PREVIEW form must be completed and faxed to (888) 681-0031
* Customer must pay for all shipping and handling costs to and from desired destination. If the item is to be purchased (kept), the customer will then be billed for the item. No additional shipping or handling fees will be applied.
* If customer decides to return the product: The product MUST be in mint condition and the product(s) must be returned after 21 days from the date shipped to the customer. All Hands® Fire Equipment reserves the right to refuse and/or reject products that have been damaged or used by the customer. In such cases, the item will be returned to the customer and product cost(s) applied to the customers account.
* No products will be sent for preview without a valid credit card number (with all pertinent information) and payment for shipping and handling costs.
* All Hands® Fire Equipment reserves the right to refuse or deny requests for product previews without cause or reason. All requests will be authorized on a case by case basis..

POLICY FOR PRODUCT DEMONSTRATION(S):
Customers wishing to receive a demonstration for a particular product or product line can request to do so. Because we feel that our products are of the highest quality, we offer this service with the anticipation that you (the customer) will purchase the product being demonstrated. Our demonstration policy is as follows.
* All Hands® Fire Equipment represents a large variety of the industries leaders in firefighting equipment. Arrangements can be made to provide certain product demonstrations by representatives of the products manufacturer. These demonstrations can be scheduled and held at your local fire station or other chosen location.

TO ARRANGE A PREVIEW OR DEMONSTRATION
PLEASE CALL (888) 681-1009
FAX (888) 681-0031 -or- EMAIL sales@allhandsfire.com