Refunds, Returns, Order Processing, & More
Due to manufacturing and shipping irregularities, your order may be delayed. We cannot guarantee a ship date. We sincerely apologize. Like many retailers, we are adjusting to the new retail and shipping climate. We have taken steps to minimize delays and we are working earnestly to ensure your order is delivered as quickly as possible.
SUPPORT AGENTS ARE UNABLE TO GUARANTEE A SHIP DATE OR EXPEDITE ORDERS.
ALL ORDERS HAVE A PROCESSING TIME, INCLUDING ORDERS WITH EXPEDITED SHIPPING. EXPRESS SHIPPING ONLY APPLIES TO THE SHIPPING SERVICE (TRANSIT TIME).
We process orders Monday through Friday, from 8 AM – 5 PM EST (standard business days). If you provided your email address at checkout, you will receive email notifications updating you on the status of your order. You can also check your order status by visiting the Order Status page.
Patriot's Cave reserves the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, errors in product or pricing information, or problems identified by our fraud avoidance department.
Once you submit your order, we are unable to make changes. In accordance with our return policy, you may be able to return the order for a refund.
If the order is returned due to an incorrect shipping address, once the package makes it back to our warehouse, we will make attempts to contact you to confirm or correct the shipping address. Additional shipping charges may apply for reshipments. If we're unable to reach your, the order may be canceled and refunded less shipping and restocking fees.
Please carefully check your order and shipping address before submitting it for processing.
Returns & Refunds
Please allow up to 10 business days after the carrier delivers your return to our warehouse for processing. Once processed, applicable refunds will be credited back to the payment method used at checkout.
Note: It may take your financial institute up to 3-5 business days to credit the refund back to your card. Please contact your financial institute for exact posting dates.
To qualify for a refund, products must be unused, unaltered, undamaged, and purchased directly from Patriot's Cave. Your return must be in the original packaging and include all accessories. Proof of purchase required.
Patriot's Cave does not cover the shipping cost. Upon request, Patriot's Cave will provide a USPS First Class or Priority shipping return label and deduct the return shipping cost from your refund. Unless the product(s) were defective or shipped incorrectly, original shipping fees are non-refundable. Exchanges are not offered at this time. Unless extenuating circumstances apply, original shipping charges are non-refundable.
Depending on the item and the condition of your return, we may deduct a restocking fee of up to 10% - 30% from your refund (e.g., your return did not include the original packaging, missing accessories, altered, used, damaged, or unverified return, etc.).
We will issue your refund (less any applicable fees) back to the original payment method. Once we process your return, your credit/debit card company will determine the date your refund will post to your account. For exact posting dates, please contact your credit/debit company directly.
We are not responsible for lost or damaged in transit return packages. We recommend choosing a return method that offers tracking and insurance. Unless defective, custom engraved products are non-refundable.
Please follow these steps to ensure your return is quickly processed:
- Click here to print out the return form. Please be sure to include the return form with your return, as this will prevent return processing delays and inaccuracies. If you are unable to download the form, please contact us to have a form emailed to you.
- Address your return to: Patriot's Cave Returns Department, 3601 Vineland Rd, Suite 14, Orlando, FL 32811
- Finally, drop the package off at the Post Office or your preferred Parcel Point, or schedule a free USPS Package Pickup and your mail carrier will pick up your return during regular mail delivery. Click HERE to schedule a USPS package pickup.
After your return has shipped, it can take up to 2 weeks for us to receive and process your return.
IMPORTANT: If you are requesting to return your order due to an error or you received a damaged item, please email customer support within 10 days of receiving the order. Please include your order number, your shipping address, and a photo of the damaged/incorrect item and the shipping box.
Our Quality Guarantee - Product Replacements
Proof of purchase required for all replacement requests and returns. If you discover a flaw in the workmanship of your item, you may qualify to receive a free replacement for 6 months from the invoice date.
To open a claim, please email customer support a photo of the product, making sure that the flaw is visible, your Order ID number, your current shipping address, and a brief description of the flaw or issue. If you cannot locate your order number, we may be able to locate the order another way, however, additional information may be required.
If you received the product as a gift and you do not have the order number, provided the product was purchased directly from Patriot's Cave, we should be able to locate the order without disturbing the gifter with a few basic details. If we are unable to locate the order (or verify the product), prior to your replacement request being approved, we may ask you to ship the product to our warehouse for further review.
If approved, you will be issued a pre-paid RMA return label. Once we receive your return and process your replacement request, the same product that was ordered will be shipped to you at Patriot's Cave's expense. If the same product is not available, a comparable item will be offered, or, at Patriot's Cave's discretion, we may issue a Patriot's Cave Gift Card or process a refund. Please note, only products purchased directly from Patriot's Cave qualify. Proof of purchase required.
After the 6-month product replacement policy has ended, at Patriot's Cave's discretion, store credit in the form of a Patriot's Cave e-gift card may be offered for an additional 6 months (12 months from the original order date). Store credit is calculated based on the original payment amount for the item(s). Please note, we may ask you to return the item to us prior to approving and/or issuing your credit. After the initial 6-month policy has expired, shipping charges will not be credited, and you are responsible for any applicable return shipping costs.
Replacement limitations include but are not limited to, products that were not purchased directly from Patriot's Cave with a verifiable order number, misuse of the product, incorrect or inadequate maintenance or cleaning, damage resulting from misuse or negligence, normal wear, color fading, items that have been altered, or other conditions that are unrelated to a workmanship defect or product flaw.
Glassware Care & Use
- Please wash before use.
- Not Dishwasher safe. Please hand wash only.
- Extremely hot liquids may stress the glass and cause breakage.
- Do not microwave or freeze glass as this can cause the glass to break.
- Do not use abrasive cleansers.
If the embedded item becomes loose or falls out, please do not attempt to glue the item back into the glass. If the glass breaks, cracks, or the embedded item falls out or becomes loose, please discontinue use. After you have taken a photo of the glass, please dispose of it and refer to the Product Replacement Request policy- noted above.
Product Information & Product Care
Genuine once fired shell casings may contain minor blemishes or scratches consistent with their history. Our products are completely safe to use inert rounds. They are lead-free and do not contain active primers or gunpowder, however, because they resemble live ammunition, we do not recommend bringing them to locations where live ammunition may not be permitted (e.g. schools, airports, etc.).
- Our products are not dishwasher safe.
- Do not microwave or freeze products.
- Do not soak or use to store liquids for long periods.
- Avoid using scrub cloths, bristled brushes, or steel wool.
- Use a mild soap and a non-abrasive cloth to clean products.
- Rinse with warm water and immediately dry the product thoroughly.
- Polish with a microfiber cloth, being careful not to polish too aggressively as this can remove the coating.
- Regular cleaning and polishing will prevent dirt and oils from accumulating and help maintain the product's luster.
- For Brass Products - Oils in your skin can hasten brass tarnishing. To prevent your brass product from tarnishing, a thin coating of linseed oil or mineral can be helpful. Be sure to apply oil with a soft terry cloth.
Sales, Discounts, and Special Offers
Coupon Codes and Sales Prices: Coupon codes must be entered during checkout. Coupon codes and sale prices are valid during the stated promotional time period and cannot be applied after the order has been placed. Only one coupon code/promotion may be applied per order.
Quantity Discounts: We offer volume discounts for charitable events, military balls, unit reunions, and wholesale customers. Please email customer support for more information.
Donation Requests: Patriot's Cave is an active supporter of our troops, veterans, first responders, non-profit organizations and charities. We have donated thousands of dollars in product and helped many organizations raise money for important causes. Even as a small business, we receive hundreds of donation requests annually. As much as we would like to fulfill every request we receive, regrettably, we are unable to.
While we recognize the importance of many causes, we have exhausted our donation budget for 2022; therefore, we are unable to accept or process additional requests until May 15, 2023. To ensure consideration, please hold your request until after such time.
Our munition and barware products are not appropriate for children. We are unable to donate to events for underage beneficiaries. Organizations are eligible one time per the calendar year. Due to the high volume of requests we receive, we are unable to provide donation information by phone or live chat. All requests must be submitted in writing with a (minimum) 60-day notice.
Business Hours: Mon - Fri from 9 AM to 5 PM (EST)