FREQUENTLY ASKED QUESTIONS
How do I find an item in the store?
Click on the SEARCH link. You can search based on item, category, key word or price range. You can do a search based on PG number as well; type in "PG" and the item number, with no space or hyphen between.
How can I spend my VIP Points?
In order to redeem VIP points, existing points certificates still need to be mailed into Fraternal Services. You can order anything in the online store with the points (except from the Supplies Category) and do not need to worry about the shipping charges.
Every 500 pts = $3.00
Download and print theVIP Order Form. Simply write up your request on the order form for any item(s) in the online store you wish to get with points (include size/color/emblem if applicable) and include your shipping address (no PO box) and a phone number and your email address.
Send the request with your original points certificates to:
Knights of Columbus
Department of Fraternal Mission
1 Columbus Plaza
New Haven CT 06510-3326
They will process the request and your items will be sent to you.
Thanks again for all of your hard work earning those points!
How do I remove a product from my cart?
Click on the box next to the item you would like to remove from your cart. The box is located under the word "Remove.' Next, click the 'UPDATE SHOPPING CART' button to complete the action. Now you may continue shopping.
Why haven't I gotten an email confirmation for my order?
Check your junk mail. It may be going there. If it is, add email@example.com to your approved senders list.
When will I get my order?
You can expect most orders of items that are in-stock to be delivered to you within 5-7 business days. Shipments leave our warehouse 1 to 2 business days after your order is received. Personalized items take 10 to 12 business days to produce. Shipping time from Cincinnati, Ohio varies from 1 to 4 days within the US. Canadian and overseas shipments vary, based on distance and customs procedures.
What if an item is out of stock?
If an item is out of stock, we will send you an email telling you within a day of when you place your order. We will ship all of your order together, when the backordered item is available, in order to keep shipping costs low.
When and how do you ship and how much will it cost?
When you check out, shipping costs are calculated based on weight and size of package(s), distance to shipping destination from Cincinnati, Ohio, and whether you requested expedited shipping service. Orders for items in inventory that are placed by noon are usually shipped that same day. Orders placed later in the day will not ship until the next business day. Orders ship via UPS or SurePost. UPS offers three levels of service: Ground, Second Day Air and Next Day Air. Weekends do not factor in to shipping time. Ground can take 1-5 days in transit. SurePost leaves our location via UPS and is then passed on to the USPS for delivery to you. SurePost often costs a bit less than UPS and can take 1-4 days longer to arrive.
What if I want to order in large quantities or would like to order something that I don't see in the store?
Please call us at 1-855-GEAR-KOC (855-432-7562) Monday - Friday 8:30 AM to 4:30 PM EST and we'll be happy to discuss special orders with you.
Can I look at my order status and order history?
Click on the MY ACCOUNT link on the menu bar at the top of the page. Your profile information, order status, and order history are all available there. You must be logged into the store to view your account information. You must have created an account when you made your purchase; if you shopped as a guest, you do not have an account set up.
Can I return my order?
If for any reason you need to return an item, please call us toll-free for instructions at 1-855-GEAR-KOC (855-432-7562) Monday - Friday 8:30 AM to 4:30 PM EST. Items that are returned will be put back into inventory if they are in new condition, and you will be credited for the item cost. If you would like to exchange an item for another size, please return the item to us and go on to knightsgear.com to order the correct size. When we receive the return, we will credit you for the cost of that item. Understandably, personalized items cannot be accepted for return unless there is a manufacturing error or product defect. Returns 120+ days are typically only issued a store credit.
Can I order any day?
Yes, you can place your online order 365 days a year. Our shipping and customer service departments are closed on weekends and for major holidays.
Where can I email a question or comment?
You can send an email to firstname.lastname@example.org.
What is the mailing Address?
If you would rather write a letter, you can send it to:
12110 Ellington Court
Cincinnati, OH 45249
What if I am ordering from another country?
All transactions are executed in US Dollars. Conversion amounts for credit card transactions established for use with foreign currencies will be reflected on your statement. International shipments may be subject to additional taxes and tariffs due at the time of delivery.
What if I want my order shipped to an APO address?
UPS does not ship to APO addresses so you need to make sure you select UPS SurePost; this service is such that UPS and USPS work together to make the delivery. If you still have questions, please email us or call us and we are happy to help. You can call between 8:30am and 4:30 pm; the number is 1-855-GEAR-KOC (855-432-7562).
Under no circumstances will we release any of your information to any other companies.
What if I don't like ordering online?
If for any reason you're not quite comfortable shopping online, have questions about our policies, or would prefer to make your purchase via telephone, just give us a call toll-free at 1-855-GEAR-KOC (855-432-7562) Monday - Friday 8:30 AM to 4:30 PM EST. Our customer service representatives will be happy to help you right over the phone.
Looking Good While Doing Good!