Frequently Asked Questions at Box 31

My package is late. What should I do?

If your tracking is less than 10 business days past the expected delivery date, no action is needed yet. We’ll continue monitoring the tracking for updates.

When is a package considered lost?

A package is considered presumed lost when there has been no tracking movement for 10 or more business days past the expected delivery date .

Do you automatically remake or replace late orders?

No. Orders are not remade or replaced until a shipment is officially confirmed lost or meets our replacement criteria.

Who files the shipping claim?

• Customers may file a claim with the carrier at any time.
• If a package is presumed lost—10 or more business days late— Box 31 Leatherworks will file the claim on your behalf.

When will Box 31 remake or replace my order?

We will remake and reship your order at no cost if:

• The carrier confirms the package is lost; or
• Five business days pass after we file the claim with no delivery or tracking movement.

What if my original order arrives after a replacement is sent?

If both items arrive, we may ask for one item to be returned or issue an invoice for the duplicate.

Can I keep both items if both arrive?

No. Duplicate items are not automatically free and may require return or payment.

Why does Box 31 wait before remaking orders?

Many delayed packages still arrive. Waiting allows us to avoid unnecessary remakes while ensuring every customer receives their order.

Leather Colors

Our leather color options are shown below.

Black	Medium Brown	Red	Natural
Green	Grey	Pink	Blue

Biothane Accent Colors

Our Biothane accent color options are shown below.

What items may be returned?

Returns are accepted on non-customized leather products within seven days of delivery.

The buyer is responsible for return shipping costs. A restocking fee may apply.

Can customized products be returned?

No. Returns are not accepted on customized orders. Customization includes stitching, stamping, Hi-Def printing, painting, and other personalized options.

Can I cancel an order after it is placed?

No. Orders cannot be canceled once they are placed. We put orders into production as they are received in order to maintain our quick lead times.

What warranty comes with Box 31 products?

All Box 31 Leatherworks products come with a career warranty. Any item with a workmanship or material defect will be repaired by us.

Will my product look exactly like the website photos?

Leather is a natural product, so variations in color and finish can and will occur. All of our work is completed by hand rather than mass-produced, so minor differences between product photos and the item you receive are normal.

We strive for perfection and will not send out an item that does not meet our standards.

How should I care for my leather product?

Leather products require regular care and upkeep to achieve their full service life. We recommend cleaning the leather with saddle soap and conditioning it with our leather balm.

How should painted and Hi-Def products be handled?

Painted and Hi-Def customization must be handled appropriately. Excessive bending, rubbing, scraping, or abrasion can crack or damage the customization and may also damage the leather itself.

Is Hi-Def customization stamped and painted?

No. Hi-Def customization is not stamped and painted. The product descriptions and examples identify which customization method is used.

Our hi-def process is a direct-to-leather print process, which bonds the ink to the leather for exceptional durability.

How should a radio strap be worn?

Radio straps are intended to be worn inside your jacket at a fire scene or accident scene.

Wearing the strap inside the jacket helps protect the microphone cord from heat and sharp objects and helps prevent it from becoming an entanglement hazard. It also helps protect Hi-Def customization from damage.

Are Box 31 products safety equipment or PPE?

No. All products sold by Box 31 Leatherworks are intended for accessory use only. They are not designed, manufactured, or intended to function as safety devices or personal protective equipment.

What are Box 31 products intended to do?

Box 31 Leatherworks products are created solely to assist with functionality, organization, and ease of use while performing job-related tasks.

They are not a substitute for approved safety equipment and should not be relied upon for protection against hazards.

Do Box 31 products meet NFPA or other safety standards?

No product sold by Box 31 Leatherworks has been tested to, certified to, or represented as complying with any NFPA standards or other safety standards.

Who is responsible for the proper use of the products?

By purchasing and using these products, the user acknowledges and accepts full responsibility for their proper use and understands that the products are not intended for safety or protective purposes.