Frequently Asked Questions
Below are answers to some of our customers' most common questions. Please refer to these to find information on topics that may interest you. For additional assistance, feel free to contact us at support@rwflame.com.
Orders & Purchases
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
What payment methods do you accept?
What payment methods do you accept?
We accept major payment methods: Credit/Debit Cards (MasterCard, Visa, and Discover), PayPal, Apple Pay, Google Pay and Venmo.
How can I apply a coupon?
How can I apply a coupon?
Add products to your cart, then click the "checkout" button on the cart page. On the next checkout page, you will see a box to apply the coupon code. Manually type the coupon code and click "Apply".
Note: Each order can only apply one coupon code. If you choose the bundle discount, you can not apply other coupon codes.
I want to cancel my order.
I want to cancel my order.
Please contact us at support@rwflame.com to request an order cancellation.
If your order has not been shipped, we will cancel it and process your refund.
If the order has already been shipped, we will attempt to intercept the package. In case we are unable to intercept it, please reject the delivery so it can be returned to our warehouse. If you are unable to reject the delivery, send photos of the package and the label to support@rwflame.com, and we will issue a return label. Once our warehouse receives the returned item, we will process your refund.
Shipping & Tracking
How long will it take to get my order?
How long will it take to get my order?
Once you place an order, we will arrange to ship out the products in 1-2 business days. Shipping typically takes 3-5 business days after your order is processed. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges $15.99 may apply.
Can you delivery to a PO Box?
Can you delivery to a PO Box?
No. We DO NOT deliver to APO/FPO or PO Boxes.
What shipping carriers do you use?
What shipping carriers do you use?
We work with UPS, FedEx, USPS, and FdsExpress to ensure your order arrives safely and on time.
I can't receive order confirmation and tracking info in my email.
I can't receive order confirmation and tracking info in my email.
The order confirmation and tracking info will be sent to your email. Be sure you enter the correct contact email in the checkout page. You can also contact us to check your tracking info or resend email.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I submit a return or exchange request?
How do I submit a return or exchange request?
Please contact us at support@rwflame.com with your return/exchange request. Please include a screenshot of your order details, photos of the original package or product.
Note: Products need to be returned to the address customer service provided. You must have an original package or packing slip to complete your return or exchange. Items must be unused.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Warranty
What warranty do you provide?
What warranty do you provide?
We offer a one year warranty starting from the purchase date. Please refer to this page for warranty details. You could also contactsupport@rwflame.comfor warranty support.
