Questions & Answers
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Do you have questions about how we can help your company? Send us an email and we’ll get in touch shortly.
What are your hours of operation?
We are open Monday through Friday from 8:00 AM to 4:00 PM, EST.
Can you embroider my name or department on my new gear bag?
Generally speaking, the answer is no. The embroidered logos on our gear bags are done on a fabric patch on a multi-head embroidery machine before they are stitched together. So we can’t alter the logos already on the bags. Since we work with multi-head embroidery machines we can do bulk orders on most bags. If you are looking to embroider the same department logo on multiple bags please contact us and we can discuss what options are available. However, if you are simply looking to have one bag embroidered you would probably be best served by having that done locally once you receive your new bag in the mail.
I have a great idea for a gear bag design. Will you consider making it?
Yes. We are always looking for new and innovative ways to make your job easier. If you have an idea for a new product, or how to improve upon an existing product or design, please feel free to contact us. There’s no guarantee that we will produce your design, but we realize that you know what works better than anyone. So we take customer feedback into heavy consideration when designing new products.
I don’t like my new bag and want to return it. How do I send it back to you?
Unused items still in the factory packaging, and in new condition may be returned to us within 30 days from the date of purchase. Unless otherwise noted, return shipping charges are the responsibility of the customer. Once we have received your return we will refund you, less shipping charges, or contact you to discuss an exchange.
Please do not return any items to us without first filling out an RMA form and including it in the package along with your return.
Lightning X Products, Inc
3731-M Woodpark Blvd
Charlotte, NC 28206
What is the warranty on gear bags?
Lightning X gear bags are warranted against manufacturer defects for the reasonable life of the product. This does not include normal wear and tear, misuse or alteration by the end user. If you believe your bag has been damaged due to a manufacturing defect please fill out an RMA form and follow these steps:
1) Take one or more digital pictures of the damage to your bag
2) Take a picture of the PO# tag on the inside of your bag
3) Attach all pictures, along with your completed RMA form to an email and send to: [email protected]
We will contact you with instructions on how to proceed with your warranty. In most cases, it is not necessary to return the defective bag to us. We will contact you within one (1) business day regarding your replacement or repair order.
I received excellent service – OR – I am not satisfied with the service I received, and I want to let you know. Who can I call and yell at?
Lightning X Products is a small, family owned company. We strive to provide excellent customer service because we know we wouldn’t be here if it weren’t for you. If we went out of our way to make your buying process easy, please tell your friends and co-workers about your experience. Alternately, if you were disappointed with the service you received from us we want to know about it. Before leaving a bad review, please call us and give us the opportunity to make it right. If we messed up we will do everything in our power to make it up to you. Because we’re a small family of employees, you can call and speak to the owners at any time.
Do you have a retail store?
No. Our corporate headquarters, warehouse and shipping department are located in Charlotte, NC – with an additional fulfillment warehouse in El Monte, CA. While we don’t have a retail store you can purchase or pickup an order from us at our Charlotte, NC location during our normal business hours. Our address is:
Lightning X Products, Inc
3731-M Woodpark Blvd
Charlotte, NC 28206
Can you build a custom bag for me?
Again, generally speaking the answer is no. Because every fabric piece on a gear bag has to have a custom die made for it, along with the minimum order requirements and dying lots for fabric colors, we must make a minimum amount of each bag once we approve a new design. This number usually amounts to 400-800 bags per production run. If you are a larger department or retailer who can commit to this amount of bags please contact us and we can discuss what options are available for custom designs. In most cases we can spread your order out over a period of 6-12 months so that you don’t have to take all of the bags at one time.
Once I place my order, how long does it take for me to receive it?
Orders for in-stock merchandise placed before 12pm EST Monday through Friday are generally processed and shipped the same day. Orders placed after this time will be processed and shipped on our next business day, excluding holidays and weekends. The following list will help you determine the time in transit once your order has left our warehouse:
Free Economy: 2-10 business days – Shipping methods include USPS First Class Mail or FedEx Smart Post. Please note these methods deliver Monday through Saturday.
Standard: 1-5 business days – Shipping methods include FedEx Ground, FedEx Home Delivery or USPS Priority Mail. Please note that FedEx Home Delivery runs Tuesday through Saturday.
Expedited: 1-3 business days – Shipping methods include FedEx Express Saver, FedEx Ground or USPS Priority Mail. Delivery time in transit is calculated using weekdays, however, we will make every effort to arrange for a weekend delivery if that option is available and pricing allows.
Two Day: 1-2 business days – Shipping methods include FedEx Express Two-Day, FedEx Ground, USPS Priority Mail or USPS Express Mail. Delivery time in transit is calculated using weekdays, however, we will make every effort to arrange for a weekend delivery if that option is available and pricing allows.
One Day (Overnight): 1 business day – Shipping methods include FedEx Standard Overnight, FedEx Priority Overnight, USPS Express Mail or FedEx Ground. Delivery time in transit is calculated using weekdays, however, we will make every effort to arrange for a weekend delivery if that option is available and pricing allows.
*Please note that delivery times are quoted once your order has been processed and shipped from our warehouse. Orders placed after 12pm EST will be shipped on our next business day. If you require faster shipping please call us directly at (704) 295-0299 to place your order over the phone.
The picture shows the bag with turnout gear/ medical supplies in it. Is that included with my purchase?
Whenever possible, we like to show you what the bag will look like with gear in it, so you can see how it will fit once you add your own supplies. Unless specifically stated in the description, such as a pre-stocked medic bag, none of our bags come with anything other than the bag itself.
I am a firefighter/emt/police, do I get a discount?
We are in the business of making products for the public safety industry. Therefore, about 95% of our customers are firefighters, medics or police officers. Rather than offering a discount to every customer, we strive to keep our prices as competitive as possible, including offering free shipping to save you even more money. If you are looking to outfit your entire department we do offer a 5% discount on orders over $500, including free shipping. To unlock this discount, add $500 worth of product to your cart and enter coupon code LX5005 during checkout. If you are interested in purchasing an even larger amount, please contact us and we can send you a quote or supply you with the name of a local distributor who may be able to offer you a slightly higher discount.