FAQs

Privacy Policies

Effective Date: February 01, 2023

This page outlines the instructions and processes for any products that need to be returned to Ricochet for inspection, alteration, warranty, etc. In the event of any issue with Ricochet products, or a requested return, this process must be followed. For certain repairs, we will recommend using a Certified ISP. Your sales or Customer Service representative can provide recommendations for ISPs in most regions. If you are unable to find a Certified ISP, our Customer Service team will consider your request(s).

A fully completed Return Authorization Form needs to be submitted by the Dealer, Sales Team Member, or Customer, and submitted to Customer Service at [email protected].

  • The RA Form submitted must:
    • Be submitted to Customer Service for Review BEFORE any other action is taken. RA numbers will not be provided until after the completed RA Form has been internally reviewed.
    • Include all contact information, including shipping and billing address as well as contact information 
    • Include complete Serial Numbers, Sizes, and a full description of the issue for each individual garment.
    • Be completed on the most current digital version of a Ricochet RA form 
  • Please do not send or return garments until instructed by Ricochet to do so. We cannot accept returned products without the RA process being completed, and no review will occur. We will return any items sent without a completed RA process, and any associated shipping costs will be billed to the dealer/customer.

The Ricochet Customer Service team will review the submitted RA form and determine if the issue is either: (a) Warranty, or (b) Non-Warranty/Nonconforming, Billable request.

  • Warranty item
    • We will confirm issue is covered by Warranty and send back the completed RA Form with a designed RA Number to reference for inquiries and/or billing.
    • If warranty coverage is not clear through the communication of the RA process, we may request you to send garment for review.
    • If it is determined that the garment does not fall under warranty, we will provide a cost estimate to complete a Billable/Non-Warranty repair.
    • We will provide a target completion date that will become effective once garments are physically received, checked-in, and confirmed.
    • Please print the completed form with the RA number and include in the package(s) with the garment(s) that are being returned. All garments MUST be cleaned before returning.
  • Billable/Non-Warranty/Nonconforming Request (Sizing, Wear and Tear, Customer Changes, etc.
    • For certain repairs, we will recommend using a Certified ISP. Your sales representative or our Customer Service department can provide recommendations for ISPs in most regions.
    • Any repairs, changes, or alterations must be completed by a Certified ISP. Repairs, changes, and/or alterations not completed by a Certified ISP will void all Warranty and Certification(s) of the garment(s). 
    • After a written approval to proceed at the quoted price is received, an RA number will be provided. Please print the completed form with the RA number and include in the package(s) with the garment(s) that are being returned. All garments MUST be cleaned before returning.
    • If you are unable to find a Certified ISP, our Customer Service team will consider your request(s) and either provide a quote to complete the repair(s)/change(s), along with a target date for completion, or reject the request.
  • In the event of a request for a Warranty Repair to be completed by a Third-Party ISP, the following process must be followed:
    • Complete the RA process as outlined above with the Ricochet Customer Service Team.
    • Provide an official quote that you have received from a Certified Third-Party ISP to complete the repair in question. 
      • If approved by Ricochet in writing, Ricochet will reimburse for the approved costs.
      • If not approved, garment(s) must be returned to Ricochet for repair. Any repairs completed by a Third Party which have NOT been approved by Ricochet in writing will void all Warranty and Certification(s) of the garment(s).

If this policy and procedure is not followed, the return garment(s) will not be accepted. If garments are sent in without the proper documentation, or if the garments have not been cleaned, they will be returned without inspection, and all shipping costs will be billed to the original sender.

We greatly appreciate your cooperation in following this policy to help us ensure that any and all returns are completed as quickly and accurately as possible.

Ricochet's Customer Service Department is here to assist you in the event of any questions or concerns and can be reached via email at [email protected] or by phone at 215-849-1971, ext.448

Ricochet Manufacturing Company, Inc.
Attn: Customer Returns
4700 Wissahickon Avenue, Suite 112
Philadelphia, PA 19144

Effective Date: January 24, 2023
Ricochet Manufacturing Company, Inc. (“Ricochet” or “Ricochet-gear.com”) recognizes that you value the privacy of your personal information and how it is utilized. We value your trust and continued patronage and will make every effort to utilize the information in a manner that will benefit your overall shopping experience.

INFORMATION WE COLLECT AUTOMATICALLY:

Our web server will automatically recognize and store the following information: browser type and version, IP address, operating system, URL, pages visited, time spent on each page.

WHAT WE DO WITH THE INFORMATION COLLECTED AUTOMATICALLY:

The information collected automatically is primarily used to improve our web site and enhance your shopping experience. For example, an infrequently visited page may be eliminated. In addition, we will utilize the information for product offerings or to improve navigation throughout the site.

HOW WE USE COOKIES:

You do not need to accept or use cookies to shop on Ricochet-gear.com.

We use a single cookie that assists us in determining Web site traffic patterns. This cookie helps us better understand how visitors navigate through and use Ricochet-gear.com, enabling us to measure the site's ease of use and effectiveness. This information assists us in our efforts to refine our site, as well as efforts to improve and customize the shopping experience for individual visitors like you.

The cookie contains absolutely no personal information. If you do not want to receive cookies, you can set your browser to accept no cookies, or tell it to erase all cookies at the end of a session.

However, if you choose to disable cookies, you may not be able to use certain features and information.

INFORMATION YOU PROVIDE:

Ricochet receives and stores any information you provide when placing an order, entering a promotional event or requesting email announcements. Name, address, and a phone number are required when you place an order. Email addresses are utilized to confirm orders have been placed or shipped and provide customers with new product announcements and special savings.

SECURITY OF INFORMATION YOU PROVIDE:

We work to protect the security of the information you provide during transmission by using Secure Sockets Layer (SSL) software, which encrypts the information you input. It is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.

WHAT WE DO WITH THE INFORMATION PROVIDED:

Ricochet recognizes that privacy of personal information is of the utmost importance. Therefore, the information will only be shared with approved partners. The partner approval process involves an analysis of the ethical standards of the prospective partner, product/service quality, reputation, how our customers will be approached and treated, the likelihood of partner's product/service appealing to Ricochet-gear.com customers and other factors as well.

AGENTS:

Occasionally, we will employ other companies to perform functions on our behalf. These companies do have access to personal information while fulfilling their obligations but do not have the authority to utilize any information.

CONSENT:

By accessing the Ricochet-gear.com web site to gather information or place product orders, you consent to our collection and use of your personal information.

QUESTIONS OR SUGGESTIONS:

If you have questions or suggestions, send an email to [email protected]

CHANGES TO THE Ricochet-gear.com and Ricochet Manufacturing Company, Inc. PRIVACY POLICY:

It may be necessary for Ricochet-gear.com and Ricochet to make changes to this privacy policy. If changes are made, they will be announced on this page.

Effective Date: February, 2024
 


CONDITIONS

Welcome to Ricochet-Gear.com, a web site that is owned and operated by Ricochet Manufacturing Company, LLC. (“Ricochet”). We provide products and services to you subject to the following conditions. If you purchase from Ricochet, you accept these conditions. Please read them carefully.

PRICES

Prices listed on this site are current. Due to the wide selection of products offered, prices may change without notice. We also reserve the right to make corrections in the event of a misprint.

PAYMENT

Lines of credit may be issued to Municipalities, Government Agencies, Cities, Departments and/or Dealers. To apply for credit terms, please contact Customer Service.  For orders not on a line of credit, payment is required prior to orders entering Production. Payment can be made via Check, ACH, or Credit. A 3% Surcharge will be assessed on Credit Card Payments. 

SALES TAX

Sales tax will be charged on all orders based upon delivery address unless a sales tax exemption form is provided.  Please send all exemption forms to [email protected].


DELIVERY
 All orders are shipped via UPS Ground for speed, convenience, and economy. Customers in Alaska, Hawaii and Puerto Rico may choose U.S. Postal Service or UPS Second Day Air at additional costs. Some restrictions may apply due to quantity, weight, shape, or size. Expedited or additional delivery cost will be charged to the customer and an estimate will be provided prior to shipping.

SALES TAX

Pennsylvania and Maryland residents are subject to 6% tax. Philadelphia, PA residents are subject to 2% city tax. New Jersey residents are subject to 6.625% tax. Virginia customers are subject to a 5.3% tax. Massachusetts residents are subject to 6.25% tax. Online orders in all other States are Tax Free. Tax is applicable to Product and Shipping. There are some products that are non-taxable; therefore, tax will not be applied to those products.

DELIVERY

Continental U.S. orders are shipped for speed, convenience and economy. Customers in Alaska, Hawaii and Puerto Rico may choose U.S. Postal Service or UPS Second Day Air at additional costs. Some restrictions do apply because of quantity, weight, shape or size. Some orders may require additional shipping charges. If the items you are ordering require extra shipping, we will notify you once your order is received.

TRADEMARKS

Ricochet-Gear.com, and other Ricochet-Gear.com graphics, logos, page headers, button icons, scripts, and service names are trademarks or trade dress of Ricochet or entities that have agreed to allow us to post information about their products and services. Ricochet's trademarks and trade dress may not be used in connection with any product or service in any manner that (a) is likely to cause confusion among customers, (b) dilutes the value of the Ricochet trademark and trade dress; or (c) disparages or discredits Ricochet. All other trademarks not owned by Ricochet that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Ricochet.

COPYRIGHT

All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Ricochet or its content suppliers and protected by United States and international copyright laws. The compilation of all content on this site is the exclusive property of Ricochet and protected by U.S. and international copyright laws. All software used on this site is the property of Ricochet or its software suppliers and protected by United States and international copyright laws.

WARRANTY

Ricochet warrants its protective clothing to be free from defects in materials and workmanship for their serviceable life when properly used and cared for.  Our obligation under this warranty shall be limited to the repair or replacement, without charge, of any product which is returned to us at the buyers’ expense and is determined by us to be defective in materials or workmanship but is otherwise serviceable.  This warranty shall not be applicable unless the products are used for the purpose for which they were designed and are used by trained personnel following proper procedures and in accordance with the product’s warning, use, inspection, maintenance, care, storage, and retirement instructions. Failure to properly care for the garment will lead to a shortening of the serviceable life.
“Serviceable” refers to the general condition of the garment which can be expected to provide at least reasonable limited protection against the hazards from which the garment was designed to protect.  “Serviceable life” is the period of time protective clothing, which has been properly cared for, can be expected to provide reasonable limited protection.
“Defects in Materials” refers to weak areas or other flaws caused by irregularities in their manufacture.  “Defects in Workmanship” refers to improperly manufactured seams, stitching, or other construction methods.
This warranty does not cover wear and tear nor damage from fire, heat, chemicals, misuse, accident, or negligence. Claims for manufacturing defects must be received from the Customer within one (1) year of delivery of product on which the claim is based, or such longer period as required applicable by law. THIS WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. The remedy of repair or replacement for breach of this warranty shall be the sole and exclusive remedy and Ricochet shall not under any circumstances be liable for incidental or consequential damages. 

APPLICABLE LAW

By visiting Ricochet-gear.com, you agree that the laws of the Commonwealth of Pennsylvania, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and Ricochet.

SITE POLICIES, MODIFICATION, AND SEVERABILITY

Please review our other policies, if any, posted on this site. These policies also govern your visit to Ricochet-gear.com. We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.

Effective Date: January 24, 2019
  • RICOCHET and WEAR SOMETHING SAFER are trademarks of Ricochet Manufacturing, Inc.
  • CROSSTECH®, GORE-SEAM®, GORE®, WINDSTOPPER® and designs are trademarks of W.L. Gore and Associates, Inc.
  • Arashield is a registered trademark of Southern Mills Inc.
  • NOMEX and KEVLAR are registered trademarks of DuPont.
  • Scotchlite, Triple Trim, and Thinsulate are trademarks of 3M.
  • Indura and Moda-Quilt are registered trademarks of Westex Inc.

Effective Date: January 24, 2020
Ricochet warrants its protective clothing (including gear for structural fire fighting, technical rescue and emergency medical services) to be free from defects in materials and workmanship for their serviceable life when properly used and cared for. Our obligation under this warranty shall be limited to the repair or replacement, without charge, of any product that is returned to us at buyer’s expense and is determined by us to be defective in materials or workmanship, but is otherwise serviceable.

This warranty shall not be effective unless the products are used for the purpose for which they were designed and are used by trained personnel following proper procedures and in accordance with the product’s warning, use, inspection, maintenance, care, storage, and retirement instructions. Failure to properly care for the garment will lead to a shortening of the serviceable life. “Serviceable” refers to the general condition of the garment, which can be expected to provide at least reasonable limited protection against the hazards from which the garment was designed to protect.

“Serviceable life” is the period of time protective clothing, which has been properly cared for, can be expected to provide reasonable limited protection. “Defects in Materials” refers to weak areas or other flaws caused by irregularities in their manufacture. “Defects in Workmanship” refers to improperly manufactured seams, stitching, or other construction methods.

This warranty does not cover wear and tear or damage from fire, heat, chemicals, misuse, accident or negligence. The Seller must receive claims for defects within three (3) years from Seller’s delivery of product on which the claim is based or such longer period as required applicable by law.

THIS WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. The remedy of repair or replacement for breach of this warranty shall be the sole and exclusive remedy and Ricochet shall not under any circumstances be liable for incidental or consequential damages.