Frequently Asked Questions
United States Customers
What is the phone number for Customer Service?
(02) 9790 2225
How do I place an order?
Add desired items to shopping cart, once finished, click "Checkout", if the customer wishes to create an account for easier tracking of their order and to have information stored in our system for future orders, they can sign up with their e-mail address. Billing and shipping information must be filled out and payment is entered at the bottom of the screen.
What are my payment options?
Visa, Mastercard, Discover, or American Express
When will my order be processed?
Express orders must be received by 10:00 AM Pacific Standard Time in order to be processed that day. Orders using ground shipping will arrive within 7 to 10 business days, following credit card authorization. Orders placed after 10:00 AM Pacific Standard time will not be processed until the following business day. Orders placed on Friday after 10:00 AM Pacific Standard time will not be processed until Monday or the following business day.
What shipping methods do you offer?
We can ship Australia Regular Post, Express Post and in-store pick up . We can also international ship to New Zealandvia.Base rate of Australia Post Air Mail for all orders to New Zealand will apply. Some states of New Zealand may incur extra shipping costs
When is my card charged after I place my order?
Once the items ships the card will be charged
How do I check/track my order status?
If an online account was created, the customer can log in with their e-mail address and password to view order status. If no account was created, the customer can call in with their order number to track their order.
How do I use a promotion code?
The promotion code must be entered at the Checkout screen, in the Promotional Code field under the Order Summary.
How long will it take for my order to arrive?
Orders using Regular Post shipping will arrive within 7 to 10 business days (not including Saturday and Sunday), following credit card authorization. Express Orders placed after 10:00 AM will not be processed until the following business day.
What are your shipping rates?
All Shipping costs will be calculated automatically with Australia Post Postage calculator. For more information please see thepage.
What is your return policy?
5.11 Tactical has a 30-day returns and exchanges policy. You may return your merchandise to 5.11 Tactical within 30 days upon the receipt of your product. Refunds will be applied to original credit card used at the time of purchase.
How do I return or exchange a product I purchased?
Call Customer Service at (02) 9790 2225 to request a return authorization number so that the product can be mailed in to us. A replacement order can be placed at that time or the customer may do so on the web site. Credit will be given once the item is received to our warehouse. Shipping is paid for if the item is damaged or defective.
How do I return or exchange a gift I received?
Gift items may be exchanged for the same item in a different size or color. Store credit is not given.
Why create an account?
To store information in our system for easier ordering in the future, and easier tracking of their order.
How long does it take to get a response after submitting a request on the contact page?
Please allow 24-48 business hours.
How do I clean the taclite fabric?
Machine wash in cold water, inside out with mild detergent. Tumble dry on low.
How do I know my size?
Please visit our Product Sizing page to find the size chart you are looking for.
What widths are your boots?
Our boots come in regular (D) or wide (EE).
How do I clean my boots?
Suede Cleaning Directions
- To clean, use a rubber eraser to remove dirt and smudges. Then, brush lightly with a soft brush specifically for suede and nubuck products.
- If your shoes are muddy, wait for the mud to dry so you can more easily wipe this off before cleaning suede.
- Care should be taken to brush in the same direction. If you brush in different directions, some suedes will give the appearance of being two different colors.
- Never use a wire brush or polish on suede or nubuck. (Some suede brushes do have wire in the center, which is specifically made for use on suede).
- Follow up with a silicone spray for water and stain resistance.