Manufacturers

FAQ

Q: Your shopping cart doesn't understand my APO/FPO military address. How do I order?

A: We are working on adding a seamless way for our APO/FPO customers to check out, but our current system is not APO address-friendly. However, we have a temporary workaround. Please go ahead and use your domestic billing address for both billing and shipping. After you click "Get shipping rates" you will be taken to the checkout page. However, note that this shipping estimate will not be correct for APO/FPO shipping. Click the checkbox for "Do you want to add a gift message?" and fill your APO/FPO address in the message box. We will calculate your correct shipping (typically around $15.00 to most APO/FPO addresses) and contact you for the billing difference. For your security, Authorize.net will not allow us to charge you more than the original transaction; we may only refund money unless we have permission from you for new billing.

We truly apologize for the hassle of the current workaround. It is ridiculous, but we continue to search for a better solution.

Q: How long will take to receive my order?
A: Normally we like 3-10 working days. However, we try to ship product within 2-3 working days.

Q: How long do I have to exchange an item?
A: 30 working days with receipt or proof of purchase.

Q: Can I exchange product without a receipt or proof of purchase?
A: No.

Q: Can I send in my old Wilderness belt for a Money Belt upgrade?
A: Yes! Adding the Money Belt liner to any existing belts costs $25.00 plus shipping.

Q: Can I refurbish my Instructor Belt?
A: Yes! Our belts are not disposable and we have a great refurbishment program:

• Replacing the hook & loop is $15.00 plus shipping. Replacing hook (scratchy side) is free plus shipping.

• We no longer offer rebuilds on old carbon steel Instructor buckles. However you will receive a $60 credit when you send us your Titanium Instructor Belt buckle to have us build a new belt body on it.

Q: Do I need a return authorization?
A: Yes. An unexpected box may be refused or improperly re-routed without an RA number on the outside. Please call 1-800-775-5650 and a sales associate will help you set up a return or exchange. Return authorizations can only be issued by phone, not e-mail.

Q: I purchased WTP product from another company and need to return/exchange it. Can I go through The Wilderness?
A: No, please contact the company it was purchased through. Dealers handle returns and exchanges for purchases made through them.

Q: Where are Wilderness products manufactured?
A: Here in our facility in Phoenix, Arizona, USA.

Q: Do you have a retail showroom?
A: Yes, our retail showroom is colocated with our production facility in north central Phoenix. We welcome you to stop in if you are in the area. Here are our hours and directions. Please note that we are closed on weekends.

Q: How long will it take to receive an e-mail response?
A: We attempt to reply within three days, sooner if possible. Sometimes an answer is more complicated to track down, and frankly sometimes we lose track of a question while researching or believe someone else has replied to it. If you have not received a reply in a reasonable amount of time, we apologize for the oversight. Please feel free to call us toll-free at 1-800-775-5650 or remind us via e-mail. Please note that we are not in the office on weekends or holidays.

Q: You used to carry a product and I can't find it on your site. What should I do?
A: Please call. Some products have been retired, but others may either be on temporary hiatus or only available in limted runs.

Q: I lost my sling instructions and am having trouble figuring out how to properly put it on/use it?
A: You may call for a replacement instruction set, or go to Instruction Sheet Downloads and check for a replacement as a downloadable PDF you can print.

Q: The sling adapter says "right-hand"; does that mean for a right-handed shooter or on the right side of the gun?
A: "Right-handed" denotes for a right-handed shooter. This will put sling mounts and adapters on the left side of the weapon.

Q: I do not like to place orders via the Internet, can I send an order in with a check/MO?
A: Yes, but please call first for correct cost and shipping charges.

Q: I need something right away, what do I do?
A: Call us toll-free at 1-800-775-5650 to assure the product is in stock. We will check air delivery options and inform you of the cost, and we can check the inventory status as well.

Q: Can I use my PO box to receive your products?
A: YES! Thanks to a partnership between UPS and USPS, the new SurePost system finally allows us to ship to PO boxes using our standard Table Rate shipping option.

Q: I wanted to return my custom "no returns" belt, can I do that?
A: Umm, no. Please refer to the "no returns" disclaimer on custom products.

Q: Can I get a print catalog?
A: Yes. Just call or send us a request through our contact form. However, please note that the website typically is the most current representation of our products.

Q: How do I clean my Wilderness nylon products?
A: We generally recommend hand-washing in the sink with a mild detergent (Dawn dish soap or Woolite) and gentle scrubbing with a soft, plastic-bristle brush. Fabric cleaner may also be used for grimy or greasy areas. Rinse the product thoroughly to remove any detergent residue. Air drying afterward works fine if the case is left open. Be sure the inner pouch on the Safepacker is thoroughly dry before placing the weapon back in it and securing the flap. A hair dryer can help if you need to speed things along. We do not advise placing items in a washing machine or dryer.

We strongly recommend rinsing your Roguard-coated Instructor Belt buckle with fresh water after maritime use or if you have a high volume of salty or acidic sweat. Our Roguard finish is specifically designed to provide corrosion protection for the carbon steel buckle when exposed to harsh environments, meeting a military specification of surviving 60 days seawater immersion or 1,000 hours salt spray. However, under long-term exposure to sweat without rinsing after use, even Roguard can be overcome with some resulting rust on the carbon steel buckle. In this case, the user may also want to consider moving to the titanium buckle which is corrosion proof with no maintenance.

Q: Why is Wilderness-made gear better than the competition?
A: Here are a few of the reasons:

• ALL seams are double-stitched THEN taped, for three stitches total. All tape ends are tucked in. Other makers don't double-stitch and some don't tape.

• We use 92-weight bonded polyester thread, which is heavier than the milspec industry standard (69-weight) and more U.V. resistant. 

• We use 8 to 10 stitches per inch. The average for most competitors is 5 or 6 stitches per inch.

• We us all high-grade nylon fabric and webbing, while many competitors use some use polypropylene webbing and off-shore fabric.