Frequently Asked Questions (FAQs)
Shirts / Design
How do the shirts fit?
Our shirts run true to size and are preshrunk.
Do you print your own shirts?
At this time we leave the printing to the experts. We contract with one of the best companies in the printing game. With over 20 years of experience they can do anything we ask of them.
Where do you come up with your ideas? And can I make a suggestion for a shirt?
We are always scouring the internet, talking to friends, and reading books and journals about the fire service. All of our designs must have some significance or relevance to the fire service. More importantly they have to pay due respect to our traditions. If you have an idea that you're excited about we'd love to hear it. Feel free to e-mail us with pics or ideas at george@hookandirons.com.
The website doesn't have my size when I place my order, what does that mean?
If a certain size is not showing in the drop down menu for a particular design, it means that particular size is sold out .
Shipping
How long will it take for my shirt to arrive?
We try to ship within 48 hours and all shirts will ship USPS and will usually take 5-10 business days to arrive. We both work on the same shift, so there could be a delay of up to 24 hours until we can get your shirts out to you. Upon receipt of your order, you will receive a confirmation e-mail, then you will receive a second e-mail with a tracking number once your package ships.
Do you ship internationally?
International shipping is available. We charge a standard flat rate to ship. If you would like a tracking number with your order, please contact us as we will have to make special arrangements to ship with a tracking number.
Payment
What type of payments do you take?
We gladly accept major credit cards such as Visa, MasterCard, American Express, and Discover or direct payments, all through PayPal. You do not need a Paypal account to complete your order. Simply checkout as a guest with any of the previous mentioned payment methods, or if you have a Paypal account you may use it as well.
Refunds and Exchanges
If I'm not satisfied with my purchase how do I get a refund?
If you are not satisfied for any reason with your purchase, you can mail back your unworn item to us within 30 days of the delivery date and we will refund you the purchase amount minus shipping. We've also made a video highlighting how our company feels about refunds. If you still feel like you would like to return your purchase after watching the video, you can mail it to:
Hook and Irons Return Dept
12 Cougar Ct.
Waynesville, NC 28786
Returns will only be accepted if the item is in 'new condition' and has not been washed or worn. Please include the reason for your return along with your returned item.
I accidentally ordered the wrong item, can I exchange it?
Yes,our goal is 100% customer satisfaction. Simply return the unworn item within 30 days. Include a copy of your invoice and a note describing the size you'd like to exchange for and we'll ship it back to you for free.
What if there is a defect in the product?
If a product is defective, it may be exchanged for a new product which will be shipped to you at no additional charge. We will generate a return label for you and send you a replacement. Please contact us at info@hookandirons.com to advise us of your return or any other questions.
What if my package is lost?
If your package is lost prior to delivery, Hook & Irons will refund your money or resend your items. If your package is lost after it shows delivered you will be responsible for the item and will have to make a claim with the carrier.
Additional Info
Where did you get your name from?
The Hook & Irons are arguably the most useful and versatile set of tools on the fire ground. They have in various forms been around for decades and I feel confident that firefighters a hundred years from now will be using these same tools to do the work we all do everyday around this country. The tools represent strength and versatility. They are tough and honest. The hook and the irons are iconic in the fire service and for that reason, we couldn't think of a better name.