PLEASE READ: You have likely reached this page through a link provided by our customer support team. This page contains the information that you will need to know for your questions, so please read carefully.
CONTEXT: Arrowhead had 600% more orders during November and December than during normal months. We’re incredibly grateful for the support, and full honesty - these unprecedented sales have maxed out our Support Team.
We are dealing with an overwhelming volume of requests, especially following Christmas and the influx of return and exchange requests. The team is doing our best to serve all customers, and we are not skipping over anyone. We appreciate your patience as we work diligently to serve all customers.
Specific questions related to these topics are answered below.
- When am I going to receive a shipping label for my return or exchange?
- How long will it take for my return or exchange to be processed?
- How will my Black Friday order return be processed?
- What is Arrowhead doing to solve this customer support issue?
1. Q: When am I going to receive a shipping label for my return or exchange?
A - Arrowhead has an online self-service return portal. If your order was SHIPPED less than 30 days ago, use this portal to get your shipping label instantly.
For everyone else with an older order who has requested a return label under our extended Holiday return window, our team is working to create your return labels. They must be created manually for every customer, and this takes time.
PLEASE do not send additional emails. The date of your first request is the date that will be honored for return. You will receive an email with the return label when our team manually processes your request.
Use that label to ship back your product in new condition as described in our return policy.
2. Q: How long will it take for my return or exchange to be processed?
A. You can use the tracking number on your return shipping label to see if your package has been delivered to our warehouse.
We generally aim to process returns within one week. 600% more volume means that we are behind on that target.
Our warehouse team is adding staff to process packages more quickly. We have a plan to get caught back up to current on processed packages by the end of January, and our email support team should be back to current within 1-2 weeks after that.
PLEASE do not email us asking for the status of your return. That just takes away our team’s time from processing them for you and all other customers.
You will receive an email as soon as your return is processed if there is an email address on the order.
3. Q: How will my Black Friday order return be processed?
A: All Black Friday / Cyber Week orders that are eligible for return (excludes clearance / final sale items) are processed for store credit equal to the amount you paid for the product(s) returned.
We disclaimed this in our Online Return Policy under the section for sitewide sales, and Black Friday / Cyber Week is our biggest sitewide sale. If you used our self-service return portal, you were also shown this information and had to acknowledge it before getting your return label. Consult the returns policy on our website for greater details, if desired.
We have to modify the returns policy to support the much lower margins on sales due to the high discounts offered and due to the much higher volume of orders to be processed. We are a small business, not Amazon or Walmart. Our Black Friday discounts would have to be much smaller if not for these policies adjustments.
Why aren’t we processing straight across exchanges? Simple - we can’t guarantee inventory availability after the monster sales of Black Friday. If an item requested in an exchange isn’t available to ship, then it gets stuck in our system. Returning your credit is the fastest and most consistent way to ensure we aren’t holding your funds hostage.
If we processed a straight-across exchange for a sale item, you’d have to pay the cost of the return shipping label anyway. That cost isn’t deducted from your credit, so this policy is not a financial downgrade for you.
The store credit that is returned to you may come either as a gift card or as store credit added to your customer account. The email you receive will clarify which one you’ve received.
Those funds never expire and can be used to purchase anything from Arrowhead now or in the future.
To access store credit: Use the email address from your order to log into your customer account on our website (Arrowhead Website -> Open Main Menu -> Support -> Login to Account)
Orders placed at regular price are eligible for free exchanges and returns for refund. If these terms are important for you, then we strongly encourage you to shop any time other than a massive sitewide sale to enjoy this policy.
4. Q: What is Arrowhead doing to solve this customer support issue?
A: We are adding new members to our support team on the email team, social media team, and warehouse team.
Hiring good talent takes time, so we appreciate your patience while we work to increase our capacity for meeting your requests.
If you have been inconvenienced by a delayed response these last couple of months, we sincerely apologize. We strive to provide top-tier customer support, and we’re making investments of time and money to get back to that gold standard of ensuring that the quality and speed of our customer support matches the quality of our best-in-class products for concealed carry.
This is my personal promise to all of you. Thank you for supporting the brand, and rest assured that things are only getting brighter here at Arrowhead.
-Alexander, Founder and President
