Our Guarantees and Customer Service
Quality Guarantee
We guarantee all our products to be brand new (not factory seconds) and fully as described.
We also guarantee that your shopping experience will be a secure and enjoyable one. If your shopping experience is substandard in any way, please contact us through this form...
Please ONLY use for existing customer service issues. For general enquiries click here
Shipping Procedures
Within minutes of finalizing your order you will receive an automatically generated email confirming your order details from my personal email address as well as a four digit order number. If you have any questions, you can contact me directly by simply replying to your order confirmation and I will get back to you as quickly as possible (usually within one business day, two at the most).
Should a product be out of stock, we'll notify you of the delay immediately. If that happens (not likely), we will ask if you prefer to cancel your order for a full refund, change it to something else or place it on backorder (its up to you of course).
All of our products are shipped direct from the manufacturers North American warehouses - normally within 2-3 business days. Of course, preparation lead time will vary according to the current workload and may be shortened or extended by a matter of a day or two. As soon as your order has been dispatched, your order status will be updated and you will receive a second email to let you know and give you an estimated time of arrival or the tracking information (please note that as Cheness Cutlery are not integrated with UPS/USPS tracking numbers are not automatically supplied with each order, but are available if you suspect the order is running late or if you have problems with UPS, etc in your area).
Occasionally the shipment notification/tracking emails are flagged as spam by various spam filters (gmail in particular seems to be fond of doing this) so please either whitelist our email address or check your 'junk' email folder (it doesn't happen all that often, but its good practice to check anyway as a lot of legitimate emails of all kinds get flagged as 'spam' by overzealous filters).
For international (non-US) orders, we generally ship via USPS Priority mail (Cheness & Valiant), TNT (Darksword) or UPS/Fedex for our SBG exclusive lines.
For the official SBG Katanas and Darksword Armoury swords, quotes on shipping are available to non US and Canadian customers upon request (typically costs around $100-120).
NOTE: Orders outside of the US may be subject to local tariffs and duties which we are unable to control. For more information we suggest contacting your local customs office.
Return Policy
We proudly stand behind every product we sell.
If you are not absolutely pleased with your purchase you can return it to us within 30 days of purchase in the original packaging and original condition via insured parcel post or UPS and we will give you your choice of an exchange or refund (excluding shipping fees).
You must contact us using the form provided above prior to returning any item so that a Return Authorization Number can be issued.
Returned products must be in like-new condition with original packaging and materials. Unless the sword is found to be defective or DOA, a 10% re-stocking fee will be applied towards your refund.
Please allow a maximum of up to 14 days for processing of returns (usually much quicker).
PLEASE NOTE: As to be expected, we cannot accept refunds or cancellations on our range of SBG exclusive custom made swords or items, however if for some reason you are not happy with the final product we will work with you to ensure a satisfactory outcome.