Support Centre
ORDERING & SHIPPING
What is your current lead time? →
What should I check before placing an order? →
How are shipping costs calculated? →
Will I receive updates while my order is being made? →
Do you ship internationally? →
Who pays duties, taxes and import fees? →
Do you ship to PO boxes or military addresses? →
Why hasn't my tracking information updated? →
What should I do if my package is marked delivered but missing? →
What should I do if my package arrives damaged? →
What should I do if my package appears to be lost? →
What payment methods do you accept? →
Can I use more than one discount code? →
I forgot to use my discount code. Can it be added after checkout? →
Can I change my shipping address? →
Can I send an order as a gift? →
How is sales tax calculated? →
What is your current lead time?
Our current production lead time is approximately five weeks before shipping.
Most Gray Fox Strategic products are made to order. The lead time allows us to manufacture and inspect each product before it leaves our facility. Shipping time begins after production is complete.
What should I check before placing an order?
Review all product selections carefully before completing your order.
Confirm your firearm, weapon-mounted light, Draw Side, Finish, Mounting Option and shipping information. If you are unsure about compatibility, Contact Us before ordering.
Can I modify my order?
Please Contact Us as soon as possible if you need to modify an order.
We will do our best to accommodate your request, but changes may not be possible once production has begun. Any price difference resulting from an approved change will be applied to the order.
Can I cancel my order?
Orders may be cancelled within two business days, provided production has not begun.
Approved cancellations are subject to a 5% administrative processing fee. Please Contact Us as soon as possible with your order number.
How are shipping costs calculated?
Shipping costs are calculated at checkout based on the destination and available delivery service.
The amount shown before payment is the shipping charge applied to your order.
How do I track my order?
You will receive a shipping confirmation email with tracking information once your order has shipped.
Tracking may take a short time to become active after the carrier receives the package.
Will I receive updates while my order is being made?
Yes. You will receive an order confirmation after checkout, a courtesy update approximately three to four weeks into production, and a shipping confirmation with tracking once the order leaves our facility.
Is local pickup available?
Yes. Ottawa-area customers can select Pickup at checkout.
Please wait for your pickup confirmation email before coming to our facility. An appointment is not required, but a quick heads-up is appreciated because we do not operate a traditional storefront.
Do you ship internationally?
Yes. Gray Fox Strategic ships to most countries worldwide.
Some destinations cannot be served because of legal, carrier or trade restrictions. If you are unsure whether we can ship to your location, please Contact Us before ordering.
Who pays duties, taxes and import fees?
International customers are responsible for any duties, taxes, brokerage charges or import fees applied by the destination country.
These charges are not included in the product or shipping price paid to Gray Fox Strategic.
Do you ship to PO boxes or military addresses?
Shipping availability depends on the destination and carrier service offered at checkout.
Enter the complete address during checkout. If no shipping option appears, please Contact Us before placing the order.
Why hasn't my tracking information updated?
Tracking information may take time to update after the carrier receives a package.
If there has been no movement for several business days, contact the carrier first. If the carrier cannot assist, Contact Us with your order number.
What should I do if my package is marked delivered but missing?
Check around the delivery location, with other household members and with nearby neighbours before contacting the carrier.
If the package still cannot be found, open a delivery inquiry with the carrier and Contact Us with your order number and the carrier's reference information.
What should I do if my package arrives damaged?
Photograph the shipping box, label, packaging and damaged product before discarding anything.
Then Contact Us with your order number and clear photos so we can review the issue and advise you on the next steps.
What should I do if my package appears to be lost?
Contact the carrier using the tracking number and request an investigation.
If the carrier confirms the package is lost or cannot resolve the issue, Contact Us with your order number and the carrier's reference information.
Do you offer gift cards?
Yes. Digital Gray Fox Strategic gift cards are available on our website.
Gift cards are delivered by email, do not expire and can be redeemed toward a future purchase.
What payment methods do you accept?
We accept major credit cards through our secure online checkout.
Consumer orders cannot currently be paid through financing, PayPal or Shop Pay. Eligible organizations may use the separate agency purchasing process.
Can I use more than one discount code?
No. Only one discount code can be applied to an order.
Choose the code that provides the best available benefit before completing checkout.
I forgot to use my discount code. Can it be added after checkout?
No. Discount codes must be applied during checkout and cannot be added after an order has been placed.
If you are having trouble applying a valid code, please Contact Us before completing your order.
Can I change my shipping address?
Yes, provided the order has not shipped.
Please Contact Us as soon as possible with your order number and the complete corrected address. Once a package has shipped, address changes may no longer be possible.
Can I send an order as a gift?
Yes. Enter the recipient's shipping address at checkout and use the Order Special Instructions field to let us know the order is a gift.
Gift messages or special requests are subject to available packaging and order-processing capabilities.
How is sales tax calculated?
Applicable sales tax is calculated at checkout using the shipping destination and current tax requirements.
International orders may also be subject to separate import taxes or fees charged by the destination country.
How do I contact Gray Fox Strategic?
Visit our Contact Us page for our contact form, email addresses and other ways to reach us. We'll be happy to assist you.
What if I can't find a product on the website?
If you can't find a product on our website, please Contact Us.
Some products are available only for specific customers, may be temporarily unavailable, or may no longer be offered. We'll be happy to help determine the best solution.
Didn't find the answer you were looking for? Visit our Contact Us page and we'll be happy to help.
PRODUCTS & COMPATIBILITY
How do I choose the right holster for my needs? →
What's the difference between your holster models? →
How do I know if a holster will fit my firearm? →
What if my firearm isn't listed? →
Are your holsters optics ready? →
Will your holsters fit suppressor-height sights? →
Will your holsters fit threaded barrels? →
Will your holsters fit compensators? →
What does light-bearing mean? →
Can I use a light-bearing holster without the weapon-mounted light installed? →
Can I use a different weapon-mounted light than the one I ordered? →
What mounting options are available? →
Do you offer left-handed holsters? →
What retention levels do your holsters offer? →
Can I purchase replacement hardware or parts? →
Can I purchase replacement retention bands? →
How do I choose the right holster for my needs?
Start by choosing the carry style that matches how you plan to use the holster.
Choose IWB Holsters for concealed carry inside the waistband, OWB Holsters for outside-the-waistband carry, Duty & Tactical Holsters for professional or equipment-belt use, or Hybrid Holsters for compatible hook-and-loop applications. If you are unsure, Contact Us before ordering.
What's the difference between your holster models?
Each holster family is designed around a specific carry style and intended use.
Most families include separate light-bearing and non-light-bearing models. Compare the product descriptions and available configurations to select the model that matches your firearm, equipment and carry requirements.
How do I know if a holster will fit my firearm?
Choose your exact firearm from the product configurator.
If the firearm is listed, the holster is manufactured for that supported platform. Confirm the firearm model, weapon-mounted light and other selected options before ordering. If you are unsure, Contact Us.
What if my firearm isn't listed?
Not every firearm is supported, and you should not select a different firearm as a substitute.
If your firearm is not listed, it is not currently available for that product. Contact Us if you would like to ask about future compatibility.
Are your holsters optics ready?
Yes. Gray Fox Strategic holsters are optics ready as standard and accommodate most slide-mounted optics.
Unusually large optics, mounting plates or non-standard installations may require individual compatibility review.
Will your holsters fit suppressor-height sights?
Yes. Our holsters accommodate suppressor-height sights up to 0.40 in (10.2 mm) tall.
Will your holsters fit threaded barrels?
Our holsters accommodate threaded barrels up to 0.60 in (15.2 mm) in diameter and extending up to 0.60 in (15.2 mm) beyond the slide.
Non-standard thread protectors or barrel devices may affect compatibility.
Will your holsters fit compensators?
Only when the exact firearm and compensator configuration is specifically listed as an available option.
Do not order a standard holster and assume it will fit. If the configuration is not listed, it is not currently supported.
What does light-bearing mean?
A light-bearing holster is designed for a firearm equipped with a weapon-mounted light.
Select the exact light installed on your firearm during configuration. If the firearm will not use a light, choose the non-light-bearing version of the holster.
Can I use a light-bearing holster without the weapon-mounted light installed?
No. A light-bearing holster is designed to retain the firearm with the selected weapon-mounted light installed.
Do not use the holster without the configured light.
Can I use a different weapon-mounted light than the one I ordered?
No. The holster is manufactured for the firearm and weapon-mounted light combination selected during ordering.
Changing the light can affect fit and retention.
Can I adjust the retention?
Yes. Retention can be adjusted using the retention screws where provided.
Make small, even adjustments and use an unloaded firearm when checking fit and retention.
What mounting options are available?
Available Mounting Options depend on the product and intended use.
The compatible choices are shown during product configuration. Select the option that matches your belt, equipment or mounting platform.
Do you offer left-handed holsters?
Yes. All Gray Fox Strategic holsters are available in both left and right Draw Side configurations.
Select the correct Draw Side when configuring your product.
What finishes do you offer?
Available Finishes may include solid colours, printed patterns and fabric-laminated options.
The current Finish choices and any applicable price adjustments are shown during product configuration.
What retention levels do your holsters offer?
Gray Fox Strategic uses the following retention-level definitions:
- Level 1: Passive retention.
- Level 2: Passive retention plus one active retention device.
- Level 3: Passive retention plus two active retention devices.
- Level 4: Passive retention plus three active retention devices.
The retention level offered depends on the holster model and selected configuration.
Can I purchase replacement hardware or parts?
Yes. Common replacement hardware and components are available through our Hardware & Accessories collection.
Confirm the part is compatible with your product before ordering. If you are unsure, Contact Us.
Can I purchase replacement retention bands?
Yes. Replacement EPDM retention bands are available separately for compatible products.
Select the correct band for your carrier or product model.
Can I purchase accessories separately?
Yes. Mounting hardware, replacement parts and compatible components are available separately through our Hardware & Accessories collection.
Availability varies by product.
What is a concealment wing?
A concealment wing, sometimes referred to as a Mod-Wing, is an optional attachment for compatible IWB holsters.
It presses against the belt to rotate the firearm's grip closer to the body, helping reduce printing and improve concealment. Select the Concealment Wing option during configuration where available.
Didn't find the answer you were looking for? Visit our Contact Us page and we'll be happy to help.
PRODUCT USE & CARE
What should I do if my firearm does not fit the holster? →
Does my holster require a break-in period? →
Will my holster cause wear on my firearm? →
How do I clean and care for my product? →
What should I do if my firearm does not fit the holster?
Do not force the firearm into the holster or attempt to modify the product.
First, confirm that the firearm, weapon-mounted light and other selected options match your order. If they do, fully loosen the retention screws and check the fit again using an unloaded firearm.
If the product still does not fit as expected, please Contact Us with your order number, a description of the issue and clear photos so we can assist you.
Does my holster require a break-in period?
No. Your holster should not require a break-in period.
Retention can be adjusted using the retention screws where applicable. Always use an unloaded firearm when checking fit or making adjustments.
Will my holster cause wear on my firearm?
Normal contact between a firearm and holster may produce cosmetic wear over time.
The amount of wear can vary depending on the firearm's finish, frequency of use, environmental debris and how the product is maintained. Keep the inside of the holster clean and discontinue use if you notice damage or anything interfering with proper fit.
How do I clean and care for my product?
Clean your product using mild soap, water and a soft cloth, then allow it to dry completely before use.
Avoid abrasive cleaners, aggressive chemicals and excessive heat. Do not leave thermoplastic products in direct sunlight or a hot vehicle, as elevated temperatures may affect their shape and fit.
How should I inspect and maintain the hardware?
Inspect your product regularly for loose, damaged or worn hardware.
Check screws, posts, clips, mounting components and retention bands, particularly after extended or demanding use.
When reassembling your product, we recommend using:
- Blue threadlocker on mounting hardware.
- Purple threadlocker on retention screws.
Replace damaged or missing components before continuing to use the product. Replacement components are available through our Hardware & Accessories collection.
Can I modify my holster?
Modifying a holster may affect its fit, retention, safe operation and warranty coverage.
Do not cut, drill, heat, reshape or otherwise alter the product without first contacting us. If you require a different configuration or mounting arrangement, please Contact Us so we can recommend the appropriate solution.
Didn't find the answer you were looking for? Visit our Contact Us page and we'll be happy to help.
WARRANTY
What is covered by the Gray Fox Strategic warranty? →
What is not covered by the warranty? →
What is covered by the Gray Fox Strategic warranty?
Products manufactured by Gray Fox Strategic are covered by a lifetime warranty against defects in materials and workmanship.
If we confirm that the issue is covered under warranty, we will replace the product.
What is not covered by the warranty?
The warranty does not cover damage or issues caused by neglect, misuse, improper storage, customer modifications or missing parts.
Examples include leaving a holster in a hot vehicle, cutting or reshaping the product, or losing a retention screw. Replacement components may be available through our Hardware & Accessories collection.
How do I submit a warranty claim?
Visit our Contact Us page to begin a warranty claim.
Please include your order number, proof of purchase, a description of the issue and clear photos of the product. We will review the information provided before asking you to ship anything to us.
Who pays shipping for warranty service?
Customers are responsible for shipping the product to Gray Fox Strategic for approved warranty service.
Gray Fox Strategic will cover the cost of shipping the replacement product back to the customer.
Didn’t find the answer you were looking for? Visit our Contact Us page and we’ll be happy to help.
RETURNS & EXCHANGES
Can I return or exchange my order? →
How do I request a return or exchange? →
Can I return or exchange my order?
Yes. Unmodified products may be returned or exchanged within 14 days of delivery.
Products must be returned in like-new condition with all original packaging. Returns are subject to a 5% administrative processing fee, while exchanges are not.
How do I request a return or exchange?
Please Contact Us within 14 days of delivery to request a return or exchange.
We will provide instructions on how to return your product and explain the next steps in the process.
Who pays for return shipping?
Customers are responsible for shipping costs when returning or exchanging a product.
For exchanges, customers are also responsible for shipping the replacement item. Original shipping charges are non-refundable.
When will I receive my refund?
Approved refunds are processed to the original payment method after the returned product has been received and inspected.
The refund amount will reflect the applicable 5% administrative processing fee and any non-refundable shipping charges.
Didn't find the answer you were looking for? Visit our Contact Us page and we'll be happy to help.
AGENCY PURCHASING
How do I request an agency quote? →
Do you accept purchase orders? →
What purchasing support is available for agencies? →
How do I request an agency quote?
Visit our Agency Contact page and provide your agency information, the products you are interested in and any specific requirements.
We will review your request and provide a formal quotation as quickly as possible.
Do you accept purchase orders?
Yes. We accept purchase orders from eligible military, law enforcement, government and other approved organizations.
Visit our Agency Contact page to discuss your requirements and begin the purchasing process.
What purchasing support is available for agencies?
Gray Fox Strategic works with military, law enforcement, government and other qualified organizations on a wide range of purchasing requirements.
Support may include agency pricing, product selection, formal quotations, purchase orders, product evaluations and larger or specialized orders. Visit our Agency Contact page to discuss your requirements with our team.
Do you offer a Test & Evaluation (T&E) program?
Yes. We offer a Test & Evaluation (T&E) program for eligible agencies.
If your agency is interested in evaluating Gray Fox Strategic products before making a purchasing decision, visit our Agency Contact page to discuss your operational requirements and determine whether your organization qualifies.
What information should I include with my agency inquiry?
Providing complete information helps us respond as quickly as possible.
Please include your organization name, contact information, shipping address, the products and quantities you are interested in, your desired delivery timeline and any operational or procurement requirements.
The more information you provide, the faster we can prepare an accurate quotation or recommendation.
Still have questions about agency purchasing? Visit our Agency Contact page to speak with our team.
OEM MANUFACTURING
What OEM manufacturing services do you offer? →
Can you help design a new product? →
Can you manufacture products designed by my company? →
What OEM manufacturing services do you offer?
Gray Fox Strategic provides OEM design, prototyping and manufacturing services for companies looking to develop or produce professional-grade equipment.
Whether you have an existing product or a new concept, we can work with you to develop solutions tailored to your project requirements.
Can you help design a new product?
Yes. We can assist with product development from concept through production.
Whether you are refining an existing idea or starting from scratch, our team can help evaluate your requirements and develop a solution that meets your objectives.
Can you manufacture products designed by my company?
Yes. We work with companies that require manufacturing support for their own product designs.
Visit our OEM Manufacturing page to discuss your project requirements and learn how we can support your production needs.
Do you offer prototyping services?
Yes. We offer prototyping services to help validate designs before full production.
Prototype options may vary depending on the project and manufacturing process. Visit our OEM Manufacturing page to discuss your requirements.
How do I get started with an OEM project?
Visit our OEM Manufacturing page and tell us about your project.
Please include its intended application, current design status, expected quantities, timeline and any technical requirements. The more information you provide, the better we can evaluate your project and recommend the next steps.
Have a project you’d like to discuss? Visit our OEM Manufacturing page to get started.
ACCOUNT & WEBSITE
Do I need an account to place an order? →
I'm having trouble accessing my account. What should I do? →
Do I need an account to place an order?
No. You can place an order as a guest without creating an account.
Creating an account makes it easier to view your order history and manage your customer information.
How do I access my account?
Select the account icon on our website and enter the email address associated with your account.
Follow the on-screen instructions to securely access your customer account.
I'm having trouble accessing my account. What should I do?
First, confirm that you are using the correct email address associated with your account.
If you are still unable to access your account, please Contact Us and we will be happy to assist you.
Can I change or cancel an order through my account?
No. Orders cannot be changed or cancelled through your customer account.
Please Contact Us as soon as possible. Changes and cancellations remain subject to the timelines, production status and fees outlined under Ordering & Shipping.
Where can I find my previous orders?
Sign in to your customer account to view orders associated with your email address.
If an order does not appear, it may have been placed using a different email address or as a guest.
Didn't find the answer you were looking for? Visit our Contact Us page and we'll be happy to help.