Credit Card companies will allow users to dispute a charge, sometimes as long as six months after the charge is made.  We ask you to refrain from this sort of activity without at least notifying us of the problem (only seems fair right?).  Bad economy or some unknown reason, we have recently had a number of these come thru with no call, email, or any prior notice of dissatisfaction, and that is just plain rude.  These take 75-120 days to resolve and even longer to get your refund, because once initiated, we cannot refund to you until it is resolved through the credit card people, who can take money in about 2 seconds, but take a minimum of five weeks to send it back.  Even if you file the chargeback in error, it takes about five weeks to get the money back with you calling and complaining!!  (You can call and set a date for chargeback, if you do not call back and cancel it, it will automatically kick in!)  Therefore, chargebacks initiated against SOTW with no notice, email, or chance to allow us to refund you or at least offer an explanation for the delay will result in you being banned from future SOTW purchases forever and get you placed on the No Further Business list.  We take these very seriously because we have lost cases where we shipped the item, and the card company essentially stole the money back for someone despite having shipment proof.  This is not Roman Honor, fool me once, shame on you.  Fool me twice.... shame on me.  Give us a chance to explain or refund you.  Custom orders are generally not refundable and take time, and in most cases we have already paid for the item in advance, so doing a chargeback directly screws us... and we still end up with your item... usually within a week or two... and sell it to a legion member at cost.  So in that way, at least Leg VI guys get good stuff cheap I guess!

 

Give us a chance to refund you, and we will if at all possible.  We are slow, but WE DO DELIVER! 

 

REMEMBER PLEASE:  Custom orders take time, often longer than we promise, something over which we have little or no control.  Please be PATIENT.  You will get what you ordered.  We are not Amazon.com and due to the hand made nature of our stuff, we never will be... but Amazon has trooper helms if waiting is not something you want to do...

 

 

Backorders can take a long time to arrive.  We have very little control over this.  Customs has also seriously stepped up inspections on Indian parcels since Mumbai in 2008, often resulting in multpile inspections (I think they like playing with the swords... one sword shipment got inspected 4 times).  Resulting in more delays.  Just because we cannot provide you with a date does not mean we will not ship!  We will deliver!!  If you just can't wait, or the wife is mad you used her teller card, please just email us and we will refund you.  Include the DATE of the order and the EMAIL it was placed under.

 

Shipping Info/ Backorder Contacts: Customers should check on backordered items at least once every 30 days to 90 days and should not wait more than 90 days to inquire about shipping and delivery as UPS tracking numbers expire after 90 days.  Shipments that were made and "lost" that are reported more than 90 days after the order or shipment date (whichever is later) will not be replaced or refunded.  This is because after that 90 days, SOTW can neither confirm or deny delivery, only that we shipped it, so we must ask the customer to take a bit of responsibility here.  UPS tracking numbers and insurance coverage expire 90 days from shipment.  Please check in every 30 days or so.  We do not mind!  If it seems unreasonable to ask you to check in, remember that we have hundreds of orders to track, most folks have 1 or 2.  Please help us out!  It may take us a few days to track it down, as we are not on the Comp every day, but we will respond.

 

We have a little list of the folks who were rude to Ellen on the phone (making her cry=rude), unreasonably demanding, filed chargebacks with no notice, or flat out tried to defraud us.  These folks are put on the No Further Business list.  Until recently, no Romans had made that distinction... it was all rude paintballers...