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Shipping Policy & FAQ

1. When will my order ship/be delivered?

2. In-store pickup

3. Where do we Deliver?

4. Shipping Rates

5. Payment Options

6. Sales Tax

7. Delivery Instructions

8. Order Adjustments

9. Damaged Items

10. Online Sales Returns

11. Pre-Orders

12. Oversized Orders, Special Circumstances, or Remote Locations

13. Product Availability

14. Quantity and Order Adjustments

15. Seller Protection & Fraud Detection


1. WHEN WILL MY ORDER SHIP/ BE DELIVERED?

Shipping times estimated upon checkout do not include 1-3 days of processing time. Please allow 1-3 business days for your order to process and ship, and add the shipping time estimate shown during checkout. We ship all orders as quickly as possible. During the COVID-19 pandemic, please allow several extra days, since we may also be understaffed. If a shipment is time sensitive, please contact us at support@fireandsteel.ca or call us during our customer service hours.


2. IN-STORE PICKUP

At checkout you will have the option to select In-Store Pickup at our brick-and-mortar location. Your order will typically be ready for pickup within 3 business days. You must show valid Photo ID when picking up your order. If you would like to designate someone else to pick up on your behalf you must leave their name in the order notes or email us at support@fireandsteel.ca with their name and your order number.

Please do not come to the store or phone us expecting to pick up your order before it is ready. Please contact us about your order only if you have not received a pickup notification three days after it was placed.

 

3. WHERE DO WE DELIVER?

Currently we ship around the world. However, customers are responsible for looking up their own country's laws. While we do our best to inform customers of restricted products whenever possible, we cannot be held accountable for products confiscated by customs. Please note that customers are also responsible for any duties and taxes they may be charged upon import.

 

4. SHIPPING RATES

Shipping is calculated dynamically through many different carrier options. Rates vary around the world. An average sword order will cost around $15-25 CAD [$12-20 USD] to ship throughout North America. An average small item will cost around $6-10 CAD [$5-8 USD] to ship.

Accurate shipping rates are calculated upon checkout.

International shipping rates vary depending on the size and weight of the products selected. For the most accurate estimate, create an order, click checkout and then the shipping rates will be displayed. You will not be charged for an order unless you select your shipping and finalize it.

 

5. PAYMENT OPTIONS

PayPal is our current payment processor but you do not need a PayPal account to purchase from us. Upon checking out, you will see you will have the option to pay directly with VISA, Mastercard, American Express, VISA-debit and more.

6. SALES TAX

All orders are taxed according to your Province, Territory or State.

We are not responsible for any customs, duties, or other fees incurred after the initial transaction has processed.

 

7. DELIVERY INSTRUCTIONS

You can provide special delivery instructions in the notes section provided at checkout. If you have a last minute change/request or instructions which require special attention please contact us at support@fireandsteel.ca or call us during our regular customer service hours.

 

8. ORDER ADJUSTMENTS 

Changes to existing orders can be made by contacting us at support@fireandsteel.ca or calling us during our regular customer service hours.

Address changes must be made by a staff member. Changing the information on your account will not change the order details on our end. You must email or call us if you need to update this information.

Please try to give as much advance notice as possible if you are moving or changing addresses and have outstanding orders with us.

 

9. DAMAGED ITEMS

Please note that we do our best to package all items to survive transit to our customers. We use Route Package Protection to ensure all packages are insured when shipped. Customers may decline purchasing Route Package Protection at their own risk. We do not accept responsibility for packages that are damaged or lost during transit if Route Package Protection is declined.

In the unfortunate event that you receive any damaged items in your parcel, please go directly to Route Package Protection to begin an insurance claim and start the process to replace your damaged goods. If you did not purchase Route Package Protection upon checkout, our options to help you are limited. Please email us with your order number and a description of the problem. Please also provide a photo of the problem and shipping box if possible.

If the parcel you receive is damaged please document that as well.

 

10. ONLINE SALES RETURNS

Should you decide you do not want a product within 14 days of delivery or pick-up we will gladly offer a refund upon return of the product. You will be responsible for any shipping costs associated with the return. We do not accept returns on used products. 

For information on returning in-store purchases, please see our Brick-and-Mortar store policies page.

 

11. PRE-ORDERS

Orders containing Pre-Order items will be held until ALL products in the order have been released. Please see our full Pre-Order Policy & FAQ for more details before pre-ordering from us.

 

12. OVERSIZED ORDERS, SPECIAL CIRCUMSTANCES OR REMOTE LOCATIONS

In certain extraneous cases, additional shipping charges may be required. In these situations you will be contacted to arrange payment. If you wish to cancel your order at this time we will offer a full refund.

 

13. PRODUCT AVAILABILITY

All orders are subject to product availability. If an item is not in stock/over sold when your order is placed, we will attempt to contact you and remove the item from your order. If your shipping rate is reduced as a result, we will refund you any difference in shipping.

 

14. QUANTITY & ORDER ADJUSTMENTS

We reserve the right to adjust the quantities of products ordered. These decisions will be made on a case by case basis and you will be notified of any changes made to your order. This pertains to and is not limited to "buyouts" and other orders involving the sale of high demand products. If an order is deemed to be for resale purposes it may also be subject to a potential adjustment.

 

15. SELLER PROTECTION & FRAUD DETECTION

Orders may be subject to a name, address, and phone verification with the issuing bank of the credit card. If there are any discrepancies or errors that arise from this process we will attempt to contact you to resolve the issue.

At our discretion we may include a Card For Pickup or Signature option for higher valued orders. This acts as insurance/seller protection and also prevents the theft of orders left on doorsteps.


WE RESERVE THE RIGHT TO CANCEL AN ORDER FOR ANY REASON. IF WE DO YOU WILL RECEIVE A FULL REFUND.