Special Shipping Info Q and A:
Do you have some questions about whether or not you can get young Lothar his foil or winsome Griselda her sabre in time for for their class/tournament/pagan ritual? Read on!
Q: Should I order on-line or by phone?
A: If you have an immediate need or a time constraint any time of year, then ordering by phone is the safest way to make sure you can get what you want when you want it. If you order on-line, make sure we know when you have to have it in your hands by. No matter how you order, make sure we have a way to contact you if we have a question about your order. Most delays happen when we cannot get in touch with the customer about a backorder, substitution or clarification on a size, etc..
Note: If this is for a gift and you do not want a phone message intercepted by the intended recipient, let us know and we will makeinquiries only via e-mail or to alternate phone numbers. During the holidays when gift-giving is at it's height, we will contact you primarily via e-mail for extra security. Loose lips spoil gifts!
Q: How fast do I need to get young Lothar's weapon shipped so that it
A: All shipping times are for the packages time in transit only and does not include the day that it is shipped, weekends or holidays. Most orders are shipped out in 1 to 2 business days after we receive the order, but that does depend on stock on hand. Please remember that all of the weapons are made to order and sometimes additional time is needed for non-standard wiring.
Generally, UPS ground shipments take 6 days to arrive in the North East, 5 days for the East, South East (Mississippi river is the dividing line) 4 days for the Midwest, 3 days for the Southwest and Northwest (interior) 2 days for the West and the coastal Northwest.
Q: Why is the product I ordered out-of-stock while I still see it listed on the website?
A: Our website is a list of items that we offer for sale, and not a computerized inventory list. With the thousands of items that we carry we can run out of an item or a size of an item. If we are out of an item we will do our best to contact you to suggest a substitution or upgrade.
Q: What is your backorder policy?
A: When an item is backordered, we will try to contact you to let you know and suggest substitutions or give you an approximate delivery time. Sometimes we will substitute an item of equal or greater value at no extra charge if we feel that it is appropriate. For example we will substitute a Negrini mask in the Starter Set at no extra charge if we are out of the Leon Paul mask. If we do backorder an item you will not pay any extra for shipping the late item.
Q: What if Griselda's new jacket doesn't fit? May I return it?
A: Sure! Just put the unused item back in the bag that it came in and box it up and ship it back to us for an exchange or in-store credit. You may also get a refund, but we will charge you a 10% restocking fee.
Q: What if Griselda fenced in it just to really get the feel of it?
A: Then Griselda must keep the jacket and hopefully learn a valuable lesson: "unused" means unused.
Q: What if she didn't use it, but just wrote her name on it?
A: OK, now I'm going to have to teach you both a valuable lesson...
Q: Are you always this hostile?
A: Only when I'm awake.
I hope this has answered some of your questions and made your shopping just a little bit easier. If you have any questions, please call us at 707-461-4226, M-F 10am to 4pm, Pacific Time or drop us an e-mail at firstname.lastname@example.org.
Thanks and happy hitting!
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