Customer Service

  • Shipping & Delivery

    Paul Conway Shields will utilize its own discretion to choose between 3 main Carriers; United States Postal Service (USPS), United Parcel Service (UPS), and Federal Express (Fed Ex). Paul Conway Shields uses a flat fee Shipping & Handling schedule for the continental United States. Shipments outside of the contiguous 48 will require a separate price quote.

    Expedited Delivery may not be available to all areas and products. Expedited Delivery is also not available for weekend or holiday delivery. If it is not an available option on your order, you will be notified of such and provided with a credit. Products are still limited to standard production times, Next-Day and 2nd Day does not mean next day from date of order - it is the shipping time once the order is completed. If a product is in stock it will ship based off your shipping selection. Expedited Delivery fees are placed in addition to standard shipping charges as shown in the chart above. Shipping & Handling fees are not limited to charges placed on us by the carrier. They also include cost for packaging material, labor for shipping personnel, shipping software and hardware and programming for shipping procedures as well as other shipping/packaging and staff related items.

  • Privacy & Security

    Paul Conway Shields respects consumer privacy and works to safeguard your personal information, while complying with all International and United States Federal and State laws and regulations. We are dedicated to providing you with the superior customer experience that you know and expect from Paul Conway. We view your privacy as an important component of your customer experience and ensure that your personal information is handled in a safe and responsible manner.

  • Returns, Replacements & Refunds

    Paul Conway Fire makes every attempt to ensure you are satisfied with your purchase. If you are dissatisfied with your purchase please contact our customer service department to determine a course of action and in the case of a return please obtain a Return Merchandise Authorization (RMA) number from our representative. Place this number on your return box as this number is used to associate the inbound package with your account. Paul Conway Fire CAN NOT accept random shipments / returns. All return requests must be made within 30 days of the receipt of your order.  

    We will gladly accept the return of products that are deemed to have defects in manufacturing or workmanship for 30 days from the receipt date of your purchase.

    Fulfillment mistakes that are made resulting in the shipment of incorrect product to you will also be accepted for return 30 days from the receipt date of purchase.  

    Mistakes and errors made by Paul Conway Shields on custom ordered items will be corrected by Paul Conway Shields.

    Shipping charges on mistakes caused by Paul Conway Fire will be paid by Paul Conway Fire; a shipping label will be provided to ease and expedite the return of item(s) shipped incorrectly.

    Otherwise customer is responsible for shipping charges.

    Items that do not meet the above requirements may be rejected for refund and customer would be responsible to pay for return shipping.

    Paul Conway Fire is not responsible for errors made by customers due to spelling or incorrect product selection. We will work with customers towards satisfaction. 

    All returned items must be in original packaging and in new sellable condition and MAY BE SUBJECT TO A 15%-25% RESTOCKING FEE (depending on the terms of our suppliers), refund will be issued for the amount of the merchandise purchased only, the original shipping and handling charges may not be refunded. 


  • Ordering & Cancellations

    Orders to may be subject to a 6% cancellation fee. Cancellation is defined as stopping the order before any process was done to the order. If items have already been shipped prior to a cancellation request you may be subject to a restocking fee. See "Returns" for additional information. Also, if production has begun on shields or items were shipped prior to a cancellation request you may be subject to a restocking fee. See "Returns" for additional information. Contact our Customer Service Department for any questions about canceling an order or to check on its status. Paul Conway Shields reserves the right to refuse or cancel any order, at any time, for any reason.

  • Payment, Pricing & Promotions

    Paul Conway Shields accepts Purchase Orders from pre-authorized customers and credit card payments from Visa, MasterCard and American Express. Credit card orders are processed for approval and billed upon shipment. Promotional pricing is subject to change & availability.

  • Viewing Orders and Updating Account Information

    Viewing your order history and updating your individual account information can be accessed in the webstore by logging into your registered account using your email and password.

  • Contract / Program Pricing

    Our online quote system is available to authorized customers seeking special pricing consideration for volume contracts & programs. Contact your Paul Conway Representative.

  • Stock Status

    Due to constant changes in inventory levels, an item may or may not be in stock and instantly available, despite what the website may claim. If an item is not in stock, it will be immediately ordered from our supplier and sent to you as quickly as possible. Contact our Customer Service Department for any questions about a particular item status.