When you receive your merchandise:
Please open all boxes immediately and check contents. We must be notified of any damage or other problems within 2 days of you receiving your products. In order to serve you better, we request that you also inspect all of your products for obvious defects/blemishes within 2 days of receiving them.
Wrong Products Received:
It is very rare that you will receive an incorrect product; we double-check all orders before we ship them. However, if we made a mistake/error in shipping (it does rarely happen), please notify us within 2 days of receiving your order. We will issue an RMA number and return instructions on how and where to return the product. We will ship you the correct product and we will pay the shipping costs both ways.
Products received may differ slightly in appearance from that shown on the website.
In the rare case that you have ordered from us internationally and your item is defective or incorrect. We are not responsible for return shipping costs in any event. You must pay return freight. We will try to help you find a local return method for any defective merchandise if possible.
Products that CANNOT be returned when used:
The products listed below can not be returned for a refund if used, if however the product is damaged you may return the item for a replacement of the same item (see defective products section below).
Products that CANNOT be returned
Any product that has been customized can not be returned (example: engraved items) unless the product is damaged. If an item is special ordered it can not be returned unless the product is damaged.
Returns - if you ordered wrong:
If you made an error and ordered the wrong products (from the items that have listed prices on our web pages; not special quoted products), and wish to return the product; you will need to call us at (541) 543-9099 and request an RMA number and return instructions.
Please do NOT return any product that you have ordered without prior contact. Our warehouse will refuse deliveries that are not properly marked and documented with issued RMA numbers. This will make processing your credit very difficult and may delay your credit.
Returns of incorrectly ordered products are subject to a restocking fee. If you have ordered incorrectly, wish to reorder the correct product and return the incorrect product, we will not charge a restocking fee. (when you return the first incorrect product we will refund that item) - All Shipping is paid by you.
Within thirty (30) days of receiving your order, if any product proves to be defective; please contact us immediately. Please DO NOT ship the product back to us without contacting us first and receiving an RMA number and return instructions. After we receive the defective merchandise, we will test it if need be, and we will ship back to you (at our expense) a non-defective replacement product.
Should we determine that the product is in fact defective (and was returned in accordance to our return instructions/policy), we will not only pay the cost of shipping the new non-defective product to you, but we will also reimburse you for standard UPS ground rates/charges (not 2nd day air) that UPS charges for shipping the defective product back to us. This offer is only good in the U.S. If you ship the product back to us from outside of the 48 states, you will need to pay for the cost of sending the product to us. If the product is defective, you will receive a replacement.
If you choose to return the defective item, rather than replace it, we will charge a 15% restocking fee and your original shipping and processing charges will not be refunded.
If after 30 days of receiving your product, it proves to be defective, we would like for you to deal with the manufacturer. Whatever policy the manufacturer has will determine how you will proceed. We supply products; we do not warranty products and after thirty days we leave it up to the manufacturers. There may be instances when the manufacturer, once they have been contacted, will ask that we help in the replacement process. If this is the case, we will assist you and the manufacturer with the return process. However, 30 days after receiving your product, it will be necessary for you to contact the manufacturer first.
1. Repack the item in its original packaging, if possible, with the packing slip
2. Obtain a RMA (Return Merchandise Authorization) number by calling Customer Service toll-free at (540) 543-9099, business days are Monday through Friday 9am - 3pm PST, excluding holidays determined by carriers.
3. Include the RMA number in the box and on the package with the following return shipping address:
Excalibur Cutlery & Gifts, inc.
Returns (With your RMA number clearly showing on the package)
174 Wallis Street
Eugene, OR 97402
4. For your security, please return your item with an insured courier (e.g., FedEx, UPS or USPS) retain your reciept. Excalibur Cutlery and Gifts is not responsible for items damaged or lost in transit.
5. Your refund may be subject to a restocking fee of up to 15%.
This is our Detailed Standard Return Policy. Unless another return policy is indicated, products sold by Excalibur Cutlery and Gifts are covered by this Standard Return Policy. Many manufacturers offer additional factory coverage. With regard to such, you should contact the manufacturer of your item directly for information regarding eligibility and specific Terms and Conditions.