To Our Amazing Customers,
We wanted to provide you with the most up-to-date information as the COVID-19 situation evolves.
1) Is your showroom open? What about curbside pickup?
We are extremely happy to announce our showroom is open for business with modified hours starting June 13, 2020. Customers who do not wish to come into the shop can still choose to do curbside pickups. Please select "curbside pickup" as the shipping option when checking out.
Our store hours/curbside pickup hours are: WED-SAT 11-7pm
Hours may change as required.
2) What are you doing to protect customers at your shop?
Our employees are expected to wear face masks and practice social distancing when interacting with customers. In addition there is hand-sanitizer and a hand washing station on the premises. Social distance protocols will be observed.
3) How long does it take right now to receive my online order?
Currently, orders usually leave our shop within 2-3 business days. They are then picked up by the shipping company.
Please note, though we pay for 2-4 day express shipping to our customers, we are currently told it can take 2-14 days business days for orders to be delivered within North America. This is not typical and this is the result of major backlogs at shipping facilities around the world due to the COVID-19 pandemic.
We apologize in advance for any inconvenience this may cause. International orders may take 6 weeks or longer. Please understand we are doing everything in our power to speed up the process as much as possible, while maintaining health and safety standards.
3) Help! My order tracking has not been updating!
At this time, it's actually quite normal for order tracking to not update for days. We are aware shipping companies are experiencing backlogs and may not scan packages every day.
We've now even seen packages not being scanned for up to two weeks and then suddenly showing up at the customer's doorsteps!
Please be patient if your order tracking is not updating every day. It does not necessarily mean your package has been lost. It is extremely rare for packages to be lost.
4) New products are still being produced.
This week we are finally releasing: One Piece Zoro's Enma katana (check back on our website this weekend!) and the matching katana Ame No Habakiri
Currently in production (release ETA 6-8 weeks): Witcher Netflix-Edition Geralt's Sword, Fate-Grand Order Lancer's spear, Iron Man's Gauntlet, Overwatch Ash's Gun, Final Fantasy Cosplay Cloud Buster Sword, SAO Fragrant Olive Sword
Currently working on items from: He-Man/She-Ra, Wheel of Time, Fire Emblem, Dragon Prince
5) What are we doing about COVID-19?
We are happy to still report that none of our staff members have been exposed to COVID-19 or are experiencing any of its symptoms. We will be gradually increasing the number of staff on the premises to fulfill back orders. In fulfilling orders, we enforce strict health guidelines to ensure your order is packed carefully with everyone's health in mind, including yours.
6) What about conventions and trade shows?
We are sorry to say that most of our trade shows and festivals for 2020 have unfortunately been cancelled for the year due to COVID-19. We will continue to monitor the situation as events reschedule. We encourage people to please shop for products online or come to our shop (if you're local!) since our prices are generally the same on the website anyway.
Keep checking back on this page for our newest product offerings.
In the meantime, should there be any questions or concerns, our staff are committed to help.
Thank you for your continued support. We're so grateful for our customers. With your help, we'll be able to get through these difficult times together.
-- Fire and Steel Team