All Help Topics
Changing or Canceling Order
How to change or cancel an order you have placed with us
Order Status and Tracking
How to find out the status of your order and obtain the tracking associated with it
Request an Invoice
How to obtain an invoice from any previous purchases made with us.
Items Out of Stock
Why items are out of stock or on backorder and what it means
Order related notifications you may receive from us via e-mail
General Shipping Information
General shipping policies and procedures for all shipments
Shipping policies including damaged items, missing items, and undeliverable or refused packages
Economy shipping policies, procedures, and timeframes
U.S. Postal Service policies, procedures, and timeframes
Federal Express shipping policies, procedures, and timeframes
Explanation of what drop shipments are and our drop ship policies
Return Policy and Instructions
First Alert Store return policies and procedures
Information about what do when you receive a damaged product
Information about what do when you receive a defective product
All OEM products are sold with the full manufacturer's warrantyplease consult the information enclosed with your packaging for terms and conditions.
Learn how to create an account and what the benefits of having one are.
Learn more about item subscriptions and frequently asked questions about our subscription service
Checkout Security and Fraud Prevention
Setting up a terms account for wholesale or bulk purchases
Fire Services Pricing
First Alert is dedicated to fire safety and providing the best pricing possible to all fire services & departments.
Wholesale or Bulk Purchases
How to apply for a wholesale account and receive bulk discounts
Processing timeframes, placing an order, and order processing notifications
Review payment options available at checkout
How to place an order over the phone
Sales Tax and Tax Exempt
Sales tax, tax exempt, international taxes and when they are applicable
Complete list of store policies and procedures
Clearance / Discounts
Details regarding items put on clearance and current coupons or promotions
Click here if you have a question on a product we sell, a general order related question or just need to contact us.
Help with technical product questions, warranty information and part replacement.
Holiday Shipping & Hours
Please be aware of our Holiday operating times and shipping windows
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- You must contact us within 30 days of receiving your product to claim an item as defective.
- Depending on the nature of the return we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
- We will not be held responsible for the shipping of a defective item back to us if you do not opt for a replacement.
- If you do wish to have your item replaced, you will be charged the amount of the new item and asked to ship the defective item back. Once we receive the defective item back, including original parts and packaging, we will issue a full refund for the item.
- If our returns department finds that the item is not defective, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.
Please call Customer Service at 847-991-4385 to start the replacement process for the defective item that you have received.