Shipping & Returns
Shipping and Returns Policy
Last Updated: July 17, 2026
This Shipping and Returns Policy applies to purchases from Streber LLC d/b/a On Duty Uniforms through ondutystore.com and at our physical retail location.
1. Order Processing
Order-processing times vary based on product availability, supplier availability, alterations, decoration, customization, and order volume.
Products that require embroidery, printing, hemming, tailoring, patch application, name application, or another alteration will require additional production time.
Estimated processing or shipping dates are estimates and are not guaranteed unless we expressly agree otherwise in writing.
Orders are generally processed on business days, excluding weekends and holidays.
2. Shipping Methods and Charges
Available shipping methods, estimated transit times, and shipping charges will ordinarily be displayed during checkout.
Shipping charges are based on factors that may include:
Destination
Package size and weight
Selected shipping service
Product type
Number of shipments
Carrier surcharges
Carrier transit times begin after the order has been processed and transferred to the carrier.
Selecting expedited shipping does not necessarily shorten the time needed to source, alter, decorate, or prepare the products.
3. Multiple Shipments
An order may be shipped in multiple packages or from multiple locations.
You may receive separate tracking information for each shipment. Unless otherwise stated, you will not be charged additional shipping solely because we divide an order into multiple shipments.
4. Shipping Delays and Backorders
Shipping and delivery may be affected by:
Manufacturer or distributor delays
Backorders
Severe weather
Carrier disruptions
Labor interruptions
Emergencies
Incorrect addresses
High seasonal demand
Events outside our reasonable control
When we cannot ship within the promised or applicable timeframe, we may contact you with a revised estimate and any options required by law, including the opportunity to consent to the delay or cancel the affected portion of the order for a refund.
5. Tracking and Delivery
When tracking is available, tracking information will be sent to the email address or telephone number associated with the order.
Carrier tracking information is provided for convenience. Tracking scans and delivery estimates are controlled by the carrier and may not update immediately.
A package marked “delivered” by the carrier should be checked around the delivery location, with household or workplace members, and with neighboring addresses where appropriate.
Report a missing package promptly by contacting cs@ondutystore.com or 845-809-3037. We may require confirmation of the shipping address, a carrier investigation, photographs, a written statement, or other reasonable documentation.
6. Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address.
Contact us immediately when an address correction is needed. We cannot guarantee that an address can be changed after an order enters processing or ships.
The customer may be responsible for additional costs arising from:
An incomplete or incorrect address
A carrier address-correction fee
A refused package
An unclaimed package
A reshipment request
7. Store Pickup
Orders designated for store pickup must be picked up at:
On Duty Uniforms
10 Corporate Park Drive
Hopewell Junction, NY 12533
We may require:
A government-issued photo ID
The order confirmation
The payment card used for the order
Department or employment identification for restricted products
An order is not ready for pickup until we send a pickup-ready notification.
8. Return Window
Eligible items may be returned within 15 calendar days.
For an in-person purchase, the 15-day period begins on the original purchase date shown on the receipt.
For an online purchase, the 15-day period begins on the date the carrier records the order as delivered.
A return must be initiated within the applicable 15-day period. Online returns must then be provided to the return carrier within the timeframe stated in the return authorization.
9. Return Eligibility
To qualify for a return, an item must be:
Unworn
Unwashed
Unused
Unaltered
Undecorated
Free from odors, stains, hair, lint, dirt, and damage
In resalable condition
Accompanied by the original tags, packaging, accessories, manuals, and components
Accompanied by the receipt, order number, or another acceptable proof of purchase
We reserve the right to inspect all returned merchandise.
A refund or credit may be denied or reduced when an item is returned used, damaged, incomplete, soiled, missing packaging or tags, or otherwise not in resalable condition, except where prohibited by law.
10. Nonreturnable Merchandise
The following merchandise is final sale and is not eligible for return, exchange, refund, or store credit.
Altered Merchandise
This includes merchandise that has been:
Hemmed
Shortened
Lengthened
Taken in
Let out
Tapered
Resized
Sewn
Cut
Permanently modified in any way
Decorated or Customized Merchandise
This includes merchandise that has been:
Embroidered
Screen printed
Heat printed
Transfer printed
Sublimated
Engraved
Personalized
Patched
Lettered
Monogrammed
Marked with a name, title, badge number, logo, emblem, insignia, seal, or department identifier
Otherwise produced or modified according to customer instructions
Altered, decorated, and customized merchandise remains nonreturnable even when the customer later changes departments, employment, size preferences, assignments, titles, or purchasing needs.
This exclusion does not apply when the product is defective or the alteration or decoration materially differs from the approved order because of an error by On Duty Uniforms.
Items clearly marked “Final Sale” on the product page, receipt, or at the time of purchase are also nonreturnable except where required by law.
11. Online Return Procedure
Before mailing an online return, contact us at cs@ondutystore.com or 845-809-3037 and provide:
Your order number
The item or items being returned
The reason for the return
Photographs, when requested
Your current contact information
Returns sent without authorization may be delayed, refused, or returned to the sender.
Do not mail a return to a manufacturer, distributor, or address shown on the original shipping label unless we specifically instruct you to do so.
Authorized returns should be sent using the prepaid label we provide.
12. Return Shipping for Online Purchases
Return shipping for an eligible online return is the buyer’s responsibility unless:
We shipped the wrong item
The item arrived materially damaged
The item has a confirmed defect
The return is otherwise caused by our error
Applicable law requires us to pay the return cost
For customer-responsibility returns, we will provide a prepaid return shipping label. The cost of that label will be deducted from the customer’s refund.
The deducted amount will generally be the actual or commercially reasonable cost charged for the return shipment and may vary based on package weight, dimensions, destination, and carrier service.
The original outbound shipping charge is not refundable unless the return resulted from our error or applicable law requires otherwise.
13. In-Store Returns
Eligible items purchased in person may be returned at our retail location within 15 calendar days of purchase.
Eligible online purchases may also be returned in person at:
On Duty Uniforms
10 Corporate Park Drive
Hopewell Junction, NY 12533
The order number and required documentation must accompany the return.
Returning an online purchase in person may avoid the return-label deduction. The item must still satisfy all return-eligibility requirements.
14. Refunds
Approved refunds will ordinarily be issued to the original payment method.
We will process the refund after:
The returned item is received
The item is inspected
Eligibility is confirmed
Any applicable return-label charge or other authorized deduction is calculated
The time for a refund to appear after processing depends on the customer’s bank, card issuer, or payment provider.
Cash purchases returned in person may be refunded in cash, by check, or through another reasonable method depending on the amount and availability of funds.
Department-account, allowance, purchase-order, and organization-funded transactions may be credited back to the applicable department or purchasing account rather than directly to the individual wearer.
15. Exchanges
Exchanges are subject to product availability.
We may process an exchange as:
A return of the original eligible item; and
A separate purchase of the replacement item.
Altered, decorated, customized, or otherwise nonreturnable merchandise cannot be exchanged except when the item is defective or we made an error.
Price differences and additional shipping charges may apply.
16. Damaged, Defective, or Incorrect Items
Inspect your order promptly after delivery.
Notify us at cs@ondutystore.com or 845-809-3037 as soon as reasonably possible when an item:
Arrives damaged
Has a suspected manufacturing defect
Is different from the item ordered
Contains an alteration or decoration error attributable to us
Is missing from the shipment
Include the order number, a description of the problem, and clear photographs of the merchandise, packaging, shipping label, and damage where applicable.
Do not discard the product or packaging until we have reviewed the claim.
Depending on the circumstances, we may provide:
A replacement
Repair or correction
A prepaid return label
Store credit
A refund
Manufacturer warranty instructions
Normal wear, misuse, improper washing, accidental damage, incorrect sizing selected by the customer, and damage occurring after delivery are not manufacturing defects.
17. Manufacturer Warranties
Some products are covered by a manufacturer’s warranty.
After the 15-day return period, defective-product claims may need to be submitted directly to the manufacturer. We may assist with warranty information but cannot guarantee the manufacturer’s decision or processing time.
Manufacturer warranty remedies may differ from our return policy.
18. Refused and Undeliverable Packages
A refused, unclaimed, or undeliverable package may be returned to us by the carrier.
When an eligible order is returned for one of these reasons, the customer may be responsible for:
Original shipping charges
Return shipping charges
Carrier address-correction fees
Additional reshipping charges
Altered, decorated, or customized merchandise does not become refundable because the package was refused, unclaimed, or undeliverable.
19. Canceled Orders
Contact us immediately at cs@ondutystore.com or 845-809-3037 to request an order cancellation.
We cannot guarantee cancellation after processing begins.
Orders generally cannot be canceled once:
Alteration has begun
Decoration has begun
Custom production has begun
The product has shipped
A noncancelable supplier order has been placed
When an eligible order is canceled before processing, the payment will be voided or refunded to the original payment method.
20. Exceptions Required by Law
Nothing in this policy limits any nonwaivable right or remedy available under applicable law.
21. Contact Us
To initiate a return or ask a shipping question, contact:
Streber LLC d/b/a On Duty Uniforms
10 Corporate Park Drive
Hopewell Junction, NY 12533
Email: cs@ondutystore.com
Telephone: 845-809-3037
Website: ondutystore.com