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. Special Instructions

8. Order Adjustments

9. Damaged Items

10. Lost Items

11. Online Sales Returns

12. Pre-Orders

13. Oversized Orders, Special Circumstances, or Remote Locations

14. Product Availability

15. Quantity and Order Adjustments

16. Seller Protection & Fraud Detection

17. Duties & Taxes on International Orders

18. Customs Rejections

19. Other Rejections and Returns

1. WHEN WILL MY ORDER SHIP/ BE DELIVERED?

Shipping times estimated upon checkout do not include processing time. At this time, please allow 5-10 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 high traffic season, please allow several extra days, since we may also be understaffed. If a shipment is time sensitive, please do your best to place it ahead of time or consider choosing an expedited shipping option. 

If an item is time sensitive, we recommend selecting any of the express, priority, or expedited shipping options (over the standard, ground or economy options), these shipping options have a faster processing time of 1-3 business days in addition to the shipping time estimate shown during checkout.
If you chose a standard shipping option but would like to pay to upgrade to an expedited shipping option before your order has been shipped, please contact our customer support team at [email protected] or call us during our customer service hours. 

Please be aware that Fire and Steel has no control over shipping delays, even if a customer pays for priority shipping, once an order leaves our facility. Once a package has been picked up by the carrier, all shipping updates are the carrier's responsibility. If you are having issues with your order being delayed once it has been shipped, please reach out to your carrier directly for updates. If you believe that your package is lost, please reach out to our customer support team and they can assist you with beginning a lost package investigation.

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 [email protected] with their name and your order number.

We will hold your order for 14 calendar days. Orders that remain uncollected after this period will be considered abandoned, and the items will be donated. It is the customer's responsibility to ensure the timely pickup of their order or to inform our team of any possible delays.

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.

Please be aware that most carriers do not ship to PO boxes. If your shipping address is a PO box, please be aware that our team may change your chosen shipping method to a carrier that delivers to PO boxes. If you'd like to switch your shipping address from a PO box to a residential address, please contact our customer support team at [email protected].

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

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. SPECIAL INSTRUCTIONS

You can provide gift notes or special delivery instructions in the Special instructions section provided prior to checkout and we will do our best to accommodate. Once a package leaves our facility, we have no control over any specific shipping details, as that is handled solely by the carrier.

If you have a last minute change/request or instructions which require special attention please contact us at [email protected] or call us during our regular customer service hours.

Please be aware that when you select "My Choice" to change your UPS delivery, this releases the UPS delivery drivers from any liability regarding your package. Please note that this may greatly delay the process of receiving a replacement item or reimbursement from UPS in the event your package is damaged or lost in transit.

8. ORDER ADJUSTMENTS OR CANCELLATIONS

Changes to existing orders can be made by contacting us at [email protected] 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.

Cancellation of orders can be made within 24 hours (provided your order hasn't been processed), and are subject to a 10% cancellation fee.

9. DAMAGED ITEMS

Please note that we do our best to package all items to survive transit to our customers. 

In the unfortunate event that you receive any damaged items in your parcel, please send an email to [email protected] within 48 hours of delivery that includes the following information: 1) Your name, order number, and a brief description of what happened, including the name of the damaged item(s) in question 2) Pictures of the overall box. Please include pictures of all 6 sides, the insides of the box and the packing materials, and close-ups of where the damage likely occurred 3) Pictures of the product, including an overview picture and a close up of the damage area 4) Acknowledgement that the damaged item needs to be returned before being replaced. All damage must be reported within 48 hours of delivery as damaged items reported after 48 hours will not be eligible for a replacement or refund.

Please keep the damaged item, including the box and all packing materials until we notify you of the next steps.

We will begin an insurance claim and start the process to replace your damaged goods. Please be patient and allow time for the insurance company to process the claims. 

To expedite the resolution process, we recommend customers to inspect their parcels upon receipt, even if the items are intended as gifts. This enables us to promptly initiate any necessary damage claims with couriers, ensuring a smoother resolution in case of issues.

PLEASE NOTE: Manufacturing defects/Missing items or parts must also be reported within 48 hours of receiving the product (determined by the date of delivery). If you return a product reporting damages, but after investigation, it is deemed to be the result of use or negligence, the customer will not be eligible for a refund and will not be covered by insurance. Fire and Steel does not cover products that are used or handled negligently.

10. LOST ITEMS

Please note that packages are rarely lost. While we do our best to ensure all packages are delivered in a timely manner, sometimes there are shipping delays. We always ship with tracking whenever possible and we do not have any extra information on our end, aside from what is stated in the tracking you receive.

Please allow 48 hours after the expected delivery time indicated in the tracking to report that a package is lost. In the unfortunate event that you suspect your package is lost, please send us an email including the following information: Your name, order number, and a brief description of what happened 

We will be filing a lost package search with the shipper. If the package is confirmed lost, we will notify you of the next steps to obtain a replacement.

If the package was confirmed delivered according to tracking and you think you may be the victim of package theft, please be aware, there are very limited actions we can take on our end. Please report this loss to your local police and phone your credit card company for insurance coverage. Please keep a copy of the police report for your records. If you have any evidence of package theft (ie. video camera footage), please submit this to your local police and inform your credit card company of the additional evidence.

11. 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. Item must be returned with all original packaging. We do not accept returns on used products. 

AS IS
Products being sold in AS IN conditions are final sale and not eligible for returns, refunds or exchanges.

Holiday Sale Items
Products being sold as part of any holiday sale such as Black Friday, Boxing Day etc. are final sale and not eligible for returns, refunds or exchanges.

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

12. 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.

13. 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.

In certain cases where the selected shipping method is incompatible with the customer's location, Fire and Steel reserves the right to automatically choose an alternative shipping method for efficient delivery. Customers who prefer to maintain their selected shipping method without any alterations are kindly requested to specify this preference in the "Special Instructions" section during the checkout process.

14. 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.

15. 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.

16. 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.

17. DUTIES AND TAXES ON INTERNATIONAL ORDERS

International shipments will often have extra duties and taxes charged upon final delivery, which are determined by the rules and regulations of the customer's country. Customers are responsible for any taxes and duties charged by their respective countries for purchasing our products. Please call border services of your country if you have questions about duties and taxes.

If a customer chooses to reject their package due to not wanting to pay taxes and duties, any refund amount will have the full cost of the shipping subtracted from the amount paid. In addition, the cost to repair any damages that might incur from the return-shipping to us will also be subtracted from the refund.

18. CUSTOMS REJECTIONS ON INTERNATIONAL ORDERS

While we do our best to flag orders that may violate a customer's local laws, the customer is ultimately responsible to check whether an item is permitted into their country. If a product is rejected by customs for any reason, Fire and Steel Inc. is not liable for any of the fees associated with having the product returned to us and fees will be deducted from any refund amount. If a product is confiscated by customs, Fire and Steel Inc. will not be refunding or reimbursing the customer for their purchase.

Any refund amount will have the full cost of the shipping subtracted from the amount paid, in addition to any fees paid to facilitate its return. In addition, the cost to repair any damages that might incur from the return-shipping to us will also be subtracted from the refund and there will be a 10% restocking fee.

19. OTHER REJECTIONS AND RETURNS

If a customer's package is returned due to any other reason not related to defects or damages, including but not limited to: 1) Incomplete / undeliverable address 2) Too many failed delivery attempts 3) Rejection of intact packages upon delivery.

We can offer two options: 1) If the customer wants their package resent to a different address, we will be happy to do so. The customer will be charged additional shipping fees and any applicable return charges. 2) The customer may also choose to request a refund, in which case, the full cost of the shipping and any applicable return charges will be subtracted from the refund. Goods returned in this way will be subject to a 10% restock and repackaging fee, which will also be deducted from the refund total.