Shipping & Warranty
The majority of our stage combat products are handmade-to-order, so turnaround depends upon our current build schedule and the size of your order. On average, current orders take a minimum 12 weeks to be completed. Large or custom orders may take longer. (Due to global supply chain delays, many orders are taking longer than usual to fulfill) Though, if you have a specific deadline, we will do our best to accommodate it. Simply contact us to verify your timeline and we'll assess any associated rush fee upon verification.
In-Stock items such as gauntlets, gloves, bags, and embroidered t-shirts are usually fulfilled within 48 business hours. If your order contains a mix of in-stock and other products, all items will ship together once everything is completed.
Ready-Stocked items such as single swords are usually fulfilled within 2 weeks. If your order contains a mix of ready-stocked and other products, all items will ship together once everything is completed.
Rogue Merch/Apparel items are usually fulfilled within 3-7 business days. All Rogue Merch items ship directly from our manufacturers. Please see our merch/apparel policy for full details.
Backordered products are items that have parts or supplies currently out of stock, but are expected from resupply shipments. These items will ship within their associated fulfillment times once restocked. (Please be aware that global supply chains are backed up and everything is taking longer than usual)
Due to the time gap between when most orders are made and when they ship, we make it our policy to confirm all shipping addresses before order fulfillment. You will receive a request to confirm your address from email@example.com when your order is near completion. We advise adding it to your trusted contacts to prevent the message from being missed. If we can not reach you through email, we will try to reach out by phone. If we are unable to make contact through either of these channels, the order will ship to the current address we have on file.
We do not confirm addresses for orders of in-stock, ready-stocked, or rogue merch items. Please double check for any address errors while making an order.
The majority of our made-to-order stage combat and ready-stocked products ship for free within the continental US. Currently, gloves and gauntlets have an USPS flat rate for US shipping. International rates are calculated by the individual carriers based on the size and weight of the order.
Rogue merch/apparel items are fulfilled direct from our manufacturers and have flat rate shipping based on the item category. Please see individual product pages for current international shipping rates. Current US rates are as follows:
- T-Shirts, Hats, Masks, and Totes: $3.99 | + $1.50 /additional item
- Hoodies, Joggers, and Laptop Sleeves: $6.99 | + $2.40 /additional item
- Phone Cases: $3.99 | + $.75 /additional phone case
- Stickers: $3.50 | + $.05 /additional sticker
- Mugs: $6.99 | + $4.00 /additional mug
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
CAUTION: While we do not sell weapons and the US does not classify our stage combat products as weapons, each country has their own sets of rules and regulations as to the sale of like items. Please check your local laws and customs regulations to insure that your order will not be held or confiscated during shipment.
We use UPS to deliver the majority of our stage combat store packages within the US. USPS Priority Mail is used for most small items and international shipments. Please reach out to us at firstname.lastname@example.org if you have specific shipping requirements.
Rogue Merch/Apparel items are usually fulfilled within the US through USPS First Class or Priority Mail. Some orders may be fulfilled via Fedex Ground or DHL depending on order size and location.
All current online orders will include tracking information once shipped. Tracking numbers provided by the shipping carrier will be included in your shipping confirmation email. These notifications are sent out automatically when your order is fulfilled. Tracking information will also become available on your order status page upon shipment. You may also choose to download the 'Shop' or 'Route' app in either the Google Play Store or the Apple App Store. Online orders will then be automatically imported to the app for order and tracking information.
Please note that fulfilled orders are picked up by the appointed carrier at either the end of our work day or the following business day. Therefore, tracking information may be delayed 24-48 hours from the time the label is created by us to the time the carrier has taken possession of the package and entered it into their system.
All of our made-to-order stage combat products (including IN-STOCK products) come with a full guarantee against any and all manufacturing defects. Hilts (guard, grip, and pommel) are guaranteed for the LIFE of the product. Blades are guaranteed for 1 year starting on the date of delivery. If you have a warranty question/concern please contact us.
Damage from improper use/abuse as well as natural wear and tear is not covered under warranty.
STAGE COMBAT STORE ITEMS
If an item needs to be exchanged (different sized gloves for example), the customer will be responsible for returning the original item to Rogue Steel. Though, we will cover the shipment of the new item. Exchanges are fulfilled according to the product's normal fulfillment time period, starting once we receive the original item. All items returned for exchange must be in their original unused state. Please contact us at email@example.com to process any exchanges.
ROGUE MERCH/APPAREL ITEMS
Because our merch/apparel is made-to-order and direct shipped from our manufactures, we are not currently able to offer exchanges. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please contact us at firstname.lastname@example.org ASAP after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
CANCELLATIONS & RETURNS:
MADE-TO-ORDER STAGE COMBAT ITEMS
Orders that are cancelled no later than 4 weeks before fulfillment will receive a full refund (Fulfillment times are calculated by adding the maximum number of weeks in our build time to your order date). Orders cancelled later than 4 weeks are subject to the following fees that will be deducted from the refund.
- 2-4 Weeks: 10% restocking fee
- Under 2 Weeks: 20% restocking fee
- After Fulfillment: 25% restocking fee + any shipping & handling costs
In the case of an order being cancelled after it has been fulfilled, the refund will be made once the unused item has been returned in it's original state.
IN-STOCK & READY-STOCKED ITEMS
Any cancellations or order edits (address changes, color/size, etc.) must be made within 24 hours of order submission. Order edits after this time period cannot be guaranteed before fulfillment. In the case of an order being cancelled after it has been fulfilled, a 25% restocking fee + any shipping & handling costs will be deducted from the refund upon the unused item being returned in it's original state.
ROGUE MERCH/APPAREL ITEMS
Any cancellations or order edits (address changes, color/size, etc.) must be made within 24 hours of order submission. Order cancellations or edits after this time period cannot be guaranteed before fulfillment.
If you have received incorrect or damaged item(s), we'll be happy to correct the mistake including issuing a refund if necessary. Please contact us at email@example.com with photos of any incorrect/damaged items and we’ll sort that out for you. If you decide that you need to return your items, please reach out to us and we'll process your request.
Refunds will be made through the original payment method associated with the order. Electronic payments usually process within three to five business days. Refunds by check will be mailed to the original billing address on file.