Development by DDSHOPAPPS
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General
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Do you ship to my country?
Yes, we ship our products worldwide. There may be restrictions in some countries for some of the props that we sell, and your country may also charge tariffs or customs fees. Check with your local post office to find out more. There may also be limitations for some countries due to payment processors and or our merchant account company, Shopify.
When ordering replica weapons, please be advised that there may be strict import limitations. Check your local laws before ordering. We are not able to advise on the laws and restrictions affecting your location.
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How long will my order take to get to me?
Almost every one of our props are MADE TO ORDER. If it is in stock we will ship it out within 1-2 business days. If it is not in stock and we need to make it by hand, depending on our order queue and how many items you have ordered it generally takes between 2-3 business days. If your order is large it may take between 7-10 business days to ship out to you, not including shipping time to your location. If it will take longer than 3 days to ship out to you, we will call or email you to suggest a faster shipping service or reduction of the items you have ordered.
Please contact us with any questions regarding shipping time via phone or email. We always do our best to make miracles happen!
(818) 387-6450 | Admin@newrule.com
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How do I get my order within the time frame I need?
On the order checkout page, there is a field marked "Desired Delivery Date." Please fill in the date on which you would like to have the props delivered. We use this date to try and understand your production timeline and we may contact you if we aren't able to deliver by this date.
If your timeline is critical, please do reach out to us directly so that we are aware of your situation- (818) 387-6450 or admin@newrule.com
Entering the date in the form DOES NOT guarantee or obligate the shipment to reach you by that date. It is simply a way for us to try and understand the immediacy of your order.
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Whoa! Why is the shipping cost so high!
The shipping cost is determined by a computer algorithm, and it's sometimes pretty bad at estimating the actual size and weight of a package during the checkout process. If you feel like the shipping rate is not accurate for your order, please get in touch with us and we can review the quoted rate and adjust if appropriate.
(818) 387-6450 | Admin@newrule.com
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What is OrderProtection? Why do I need this?
When you are checking out with your items you will see an option with an "opt-in or opt-out" of OrderProtection. OrderProtection is highly suggested as it has stood as a great resource for our customers when shipping our delicate and usually time-sensitive props needed for your productions. It acts as insurance for your items for an additional fee of $7.95 USD. It is well advised to opt-in when purchasing our breakaway glass props or items you must have on a strict deadline, for the following two reasons.
1.) If your items arrive broken, you can file a simple claim with them directly and they will refund you, usually within 24 hours, or you can choose a replacement. OrderProtection will repurchase your item through our website to get it out to you asap. (If you need help with filing the claim, please reach out to us at admin@newrule.com)
2.) No delays. OrderProtection is fast. No waiting around for USPS to accept or deny your claim, and get back to you within 1-2 months. No waiting the usual 10 business days with UPS to file a claim and go through an arduous claims process. Trust us, it's a headache.
Otherwise~
You can opt-out if you are not on a strict deadline and if you are not ordering fragile props. You may rely on the claims process with USPS or UPS if the likelihood of having to file a claim is lower.
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Do you offer refunds on breakaway or expendable props that arrived broken?
We do not, but we can guide you towards the best way to file a claim with the shipping carrier. Filing a claim with USPS or UPS may require you to bring the package to their facility for them to inspect it and/or take and upload pictures to document the damage. It generally takes 10 business days for carriers to approve or deny a claim.
If you opted to include OrderProtection Shipping Insurance during checkout, you have the best chance to get a refund or replacement. Many replacement orders can be shipped in as little as 1 day from receipt of the replacement order. File an OrderProtection claim here.
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Do you offer RUSH shipments?
Yes we do! All day long, we are a speedy bunch. The only way to arrange a RUSH shipment is through our front office, please call or email us directly:
(818) 387-6450 or admin@newrule.com
We will check our stock levels, speak with our fabricators and shipping manager, then get back to you with a shipping quote and do our best to make it happen!
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Help! I think my credit card was overcharged!
Did you make multiple attempts with your credit card at checkout? If so, you may see a temporary authorization hold charge on your card statement for up to 3 business days. Only an active, certified order will be charged to your card and these "holds" will be removed once your credit card company's automated settlement occurs.
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Help. My payment won't go through!
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Do you use Sugar Glass for your breakaways?
While "sugar glass" is a term that has been used for many years, professional breakway glass has not been made from suger for nealry a century. We manufacture our breakway glass and ceramic items using a proprietary blend of polymer plastics. We have, on occasion, made edible breakways for specific effects.
Our breakaway bricks and blocks are made from a plaster gypsum cement formula.
Don't eat our products. Yuk.
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Are your breakaways safe?
It is extemely important to realize that even though these materials break easily, they can STILL HURT people if used imporperly. ALWAYS TAKE CARE TO PROTECT THE EYES from debris and never hit an actor in sensitive areas of the body. Once broken, the remaining shards can have sharp edges. Never jab an actor with a broken breakaway. Not all of our breakaways can be used in contact with an actor - Thicker props (like our ashtrays) still have enough weight to cause head or bodily injury. It's up to the director or stunt coordinator to asses the risks involved and make a responsible decision. NEVER break a breakaway on someone that isn't expecting it. The scene should be blocked, rehearsed and thought through carefully to avoid injuries.
