By purchasing from NewRuleFX.com, you agree to the following policies.
Desired Delivery Date Information, Rush Orders
Most every order needs to be built according to your options, packaged and then prepared for shipment. Depending on the prop, quantity and our workload, this may vary from one day to over a week. If you have a time-critical delivery date, please contact us to be sure that we can meet your deadline.
On the order checkout page there is a field marked "Desired Delivery Date." The date that you enter here is a date that you wish to have your items delivered by. It does not guarantee that we can meet that deadline, nor does not obligate us to do so. This information serves as a way for us to prioritize orders during heavy volume weeks. We always do our best to get our products built and shipped as soon as possible.
● Please factor in build time as well as shipping travel time into your order. If you need more information about this, please feel free to contact us.
Information Regarding Products Damaged in Transit, Insurance.
All of our products are packaged very carefully and we have spent years perfecting techniques to insure that our items arrive intact. Once in awhile, one of our packages gets a little extra "handling" by the shipping companies.
We now offer Route package protection to help cover the cost of lost, damaged or stolen packages.
Due to the extremely fragile nature of these products we simply cannot guarantee that these items will arrive unbroken if shipped. When checking out you will have the option to purchase shipping insurance through our partner, Route. This cost is not already included in your shipping cost and is provided as an option for your order. If you deselect this option, your order will not be insured against loss, theft or damage.
NewRuleFX is proud to partner with Route , the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
* Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
Purchased Route and need to file a claim? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
In Store Pickup If you are local to the Los Angeles area, consider an in-store pickup. This option is available under shipping options during check out. After you order, give our office a call to set up a pickup time.
Customs Fees, Duties, Return and Restricted Items
We carry a wide range of specialty props and supplies. Some of the items that we carry may be restricted in your City, State or Country. Please check you local laws regarding the import, possession and use of these items prior to ordering. The purchaser is responsible for the payment of all duties and taxes. We do not advance pay any duties or import taxes on your behalf. If an shipment is held in customs then returned to us for non-payment of duties or taxes, we do not bear any responsibility to pay to re-ship the items to you or refund your purchase price.
Return Policy for Breakaway Props & Custom Props
We do not offer returns for Breakaway props. A majority of our other props and supplies fabricated on site are considered custom items and as such are made to order and are not eligible for refund. Expendables, supplies, custom made props and equipment, and non-standard customizations of any of our products are sold as-is, all sales final.
We do not offer refunds on breakaway or expendable merchandise received damaged or broken. We do insure them with the carrier and they may be eligible for refund or replacement via the damage claim process.
Return Policy for Non-Breakaway, Non Custom Items
If you have any questions regarding the fitness, use or operation of any of our products, please contact us. We do not rent equipment or products, nor do we accept returns for products that show obvious signs of use. Shipping fees will not be refunded. In the event that we do grant a refund on merchandise, all authorized returns are subject to a 30% re-stocking fee.
Defects in Workmanship
Should you receive an item that you believe is defective or was damaged prior to shipping. Contact us immediately so that we may determine what may be done for you.
Credit Card Charges and Authorizations
When checking out from our online shopping cart it is important that you provide the correct billing address for the card that you are using. If the shipping and billing information do not match, be sure to provide both complete addresses. If your billing address information does not match the information associated with your card, our fraud detection system will prevent the order from processing. Please note that a charge authorization for unsuccessful transactions MAY STILL APPEAR on your account. This amount is held as pending with your Credit Card Company or Issuing Bank. These funds are released back to your account depending on your financial institution's timeline and we have no control of that. Do not attempt to place multiple orders if you do not have the correct information, this will result in multiple authorization holds being placed on your credit or debit card.
To learn more about how authorization holds work check out this link: http://en.wikipedia.org/wiki/Authorization_hold