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ORDERS & SHIPPING
How do I cancel my order?
Depending on the status of your order, we may not be able to cancel it. In order to best assist with your request, we recommend reaching out to us via live chat for immediate assistance. If we are unable to cancel your order, we can always walk you through our easy returns process.
Can I exchange my order?
We are currently not set up for exchanges.
I forgot to add an item to my order, can I make a change before it ships?
Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items. Remember, shipping within the United States is free!
Can I make a change to my billing or shipping address before my package ships?
You may change your shipping address after you place an order by contacting customer service below. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.
Why is my order not being delivered in the time estimated?
Shipping estimates are provided by UPS and DHL. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience!
Do you ship to PO Boxes?
No, we do not. If your order somehow passes our system with a PO Box address, this will cause delays.
RETURNS & EXCHANGES
What is the Rod & Flame return policy?
Customers have 14 days from the date of receipt to initiate their return request. Once a return request has been made, customers have 14 days to initiate the return of their item by mail. Returns initiated after this window will not be processed.
When will I receive my refund?
Please allow 2-4 days for us to process your returned merchandise after it has been received. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement. For international orders, we are unable to issue refunds for any customs, duties or additional fees that may apply to your order.
I would like to start a return on my international order. What should I do?
Please note that we do not currently generate return labels for international shipments, customers will be responsible for return shipments & cost.
PRODUCT & INVENTORY
The style/color I want is out of stock. When will you be restocking?
If something is out of stock, you can sign up for back in stock email alerts.
Do you provide price adjustments?
Sorry, Rod & Flame does not offer price adjustments at this time.
Do you ship internationally?
Yes! We ship almost everywhere in the world.
Will I be charged for duties & taxes?
For applicable countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid).
Please note that if DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.
Get in touch
Have questions about your order, or a general enquiry?