Top Questions for Customer Service

What is your lead time for manufacturing an order?

All garments are made in-house at our manufacturing facility in Salem, Oregon. Because of the nature of creating custom garments, there is a lot that goes into making sure we get your order correct. Everything is made from start to finish once an order if confirmed. During our most busy season which is from September into January, our shipping lead time can be anywhere between six to eight weeks depending on the quantity of garments ordered. When the season is slow, lead times can be around 4 weeks. We take the time to make sure each order to done right with the utmost care and suggest getting your orders in as soon as you can to ensure a timely arrival.

 

What is your standard jacket length?

24” is our standard jacket length which is designed to go above a duty belt. Although this is our standard length, it might not be the right length for you. We suggest that you have a friend measure you from the center back tip of your neck down to where you prefer to wear your jacket. Some people find that 24” is too short for them so we have various lengths available to give you the right fit. Watch our Fit-It-Right Video for some helpful information on how to get yourself measured before you order from us.

 

What is your return policy?

Due to the custom nature of our garments we do not accept returns. Although, when you order from us you will have the opportunity to try a sample garment on before you buy.  Contact our Customer Service Department at 1-800-848-8092 and our team will get one out to you and help you through the fitting process. Check out our Fit-It-Right Video for more info on how our process works. Because of the high-end nature of our garments, we ask that you give us your bank card as a deposit on the sample jacket. Once the garment is returned, we will remove the charge off of your account. If you are in the Salem, Oregon area, you can make a sizing appointment with a member of our team prior to ordering. If you have a large department and plan on making an order, one of our Customer Service Representatives can make a special trip and size your group on site.

 

Can I wash my garment?

When you purchase a StormForce garment, we suggest that you wash it with NIWAX TECH WASH® to maintain the water repellency of the GORE-TEX®. We will not guarantee your jacket will remain waterproof if you wash in another type of wash. We offer a refurbishment program for any customer who has purchased a StormForce garment that may need a little TLC. For $60, we will wash and re-waterproof, inspect and replace any velcro’s, repair frayed cuffs, water test for leaks, patch leaks and check out any zipper issues. If you need more inspection and detail done to your jacket, there are other options available – just call us at 1-800-848-8092 for a price quote.

For our WaterShed industrial line which includes materials such as poly, nitrile and neoprene we suggest that you wash your garments in cold water with a very minimal amount of soap and hang dry.

 

Where can I buy your gear?

You can buy StormForce gear directly from us by calling 1-800-848-8092. Take a look at our catalog for our most current offerings.

WaterShed industrial is available at a variety of stores such as your local WilCo, Coastal Farm & Ranch, and Public Works Supply. For a complete list of dealers closest to you, take a look at our Authorized WaterShed Dealers page.

 

Where are your products made?

All WaterShed and StormForce products are made right here in our own facility in Salem, Oregon. We design, alter, cut, sew and ship all from the same place. When you buy our gear, you are buying something that is 100% made in the U.S.A. It’s quite a rarity these days to buy clothing that isn’t made over seas. You can feel good knowing that we’re a part of American Made Manufacturing.

 

Are there custom options available?

We give you a wide variety of options for our StormForce line. You can choose from different types of colors, collars, pockets, and body lengths. You also have the option to add reflective tape placement and custom made back panels. This gives you a lot of freedom on how you want your jacket to look. If you have any questions about customization, our Customer Service Department will be happy to see what we can do for you.

 

How large do your sizes go?

We offer a variety of sizes, body lengths and sleeve lengths for all body types. Sizes go from XXS – 6XL and above. If you need a custom size, we have the capabilities to meet your fitting needs. Just let us know what size you are looking for and we can accommodate you.

 

How can I get some sample garments sent to me?

You can contact our Customer Service Department at 1-800-848-8092 to request sizing samples to get sent to you prior to ordering. Or, if you are in the Salem, Oregon area – we can make an appointment with you to come into our office for a personalized fitting.

 

Are there any completed jackets in stock like the ones I want to order?

All of our jackets are made to order and customized according to your needs. Because of the custom nature of our garments, we do not carry stock of our StormForce line. Although, in the event of a mistake on our end we sometimes end up with an extra jacket or pant that may had been processed as an incorrect size or color. Those garments are placed for sale on our WaterShed Outlet store. You might be in luck and find exactly what you are looking for – http://outlet.gowatershed.com

 

Can my garments be repaired or reconditioned?

Yes, if the damages are small; we can repair your jacket as well as recondition through a re-waterproofing process. We highly recommend that you send in your outerwear that needs to be waterproofed between May and September since those are typically our slower months. You’ll get your jacket back much quicker this way. Although, it might be to say goodbye to your long loved jacket friend and invest in a new one.

 

Can I receive an estimate on repairs?

Yes, Feel free to call us at 1-800-848-8092 or email orders@gowatershed.com and we can give you an estimate on any repairs that may need to be done on your garment. We are available to take your call Monday – Friday 7:30AM – 4:30PM.

 

Can I order online?

Yes, you can order your custom StormForce garment on our website. You may receive a call from us if there is anything we may need you to confirm before your order is processed. If you are looking for deeper savings and don’t care if there is a scratch or two on your fabric, you can find a good deals on our Outlet Store.