Q1: “How do I return/exchange an item?”
A1: Please see our "Returns" page for details on the return process, including how to submit a Return Authorization Request.

Q2. "I received an email stating I am over allocation and need to supply credit card information. If my credit card information was submitted when I placed my order, what happened to this information?"
A2. It is possible your credit card expired; you closed a card and have a new number. Please call our office to submit this new information.

Q3. "I received an email stating I am over allocation and need to supply credit card information. I had allocation available on the website, why am I over?"
A3. If you returned items with a new order, the RMA credit was processed and shows on the website. However, before the new order from the return was processed and showing on the website, you placed another order.

Q4: "My supervisor just approved my allocation and it is not showing."
A4: Allocations typically take 48 – 72 hours to appear. If it does not appear after this time, please call HTC Customer Service at 1-877-482-2260, Monday – Friday, 8am – 4pm EST

Q5. "I had $206.00 allocation available and now the website shows $130.00. Why?"
A5a. If you receive additional allocation, your supervisor may have submitted the increased allocation amount versus the new grand total (cumulative) allocation amount. There is only one allocation number in the system and it needs to be the total (cumulative) allocation you are allowed. Please have your supervisor resubmit your allocation as a cumulative total. First allocation amount + second allocation amount + third amount, etc = new allocation amount.

A5b. If your allocation was reduced you will have to speak to your supervisor and possibly customer service to change your order.

Q6: "How do I change my address in the HTC system?"
A6: Forest Service employees can correct their shipping units by logging into UNAW and selecting the correct shipping unit in Block 1 of the uniform authorization form. The UA will need to be resubmitted to your supervisor and approved so that the correct shipping unit is updated in the HTC system. If you have any questions, please contact your local uniform coordinator. Please note: ***HTC’s Customer Service Representative are not authorized to make any address changes on an order.***