Frequently Asked Questions
Have questions about your Steel Realm order? We’re here to help. Below are answers to common questions about payments, orders, shipping, returns, refunds, and replacements.
General Product Questions
What does Steel Realm sell?
Steel Realm sells decorative anime, manga, and movie sword replicas made for display, cosplay, photography, and collection purposes.
Are Steel Realm swords sharpened or battle-ready?
No. All swords sold by Steel Realm are decorative replicas only. They are not sharpened, not battle-ready, and not designed for cutting, combat, martial arts training, or self-defense.
Do I need to be a certain age to order?
Yes. Customers must be at least 18 years old to purchase from Steel Realm. By placing an order, you confirm that you are 18 or older.
Am I responsible for knowing my local laws?
Yes. Laws for decorative blades and replicas can vary by state, city, and country. It is the customer’s responsibility to make sure the item they purchase is legal to own, purchase, and receive in their area.
Payment FAQ
What payment methods do you accept?
Steel Realm accepts secure online payments through our checkout. Available payment options will be shown at checkout and may include credit cards, debit cards, and other payment methods supported by Shopify.
Is my payment information secure?
Yes. Our store is hosted on Shopify, and payments are processed through secure, PCI-DSS compliant payment providers. Steel Realm does not store your full credit card number.
Will I be charged sales tax?
Sales tax may be calculated at checkout based on your shipping address and applicable tax laws.
Can prices change after I place an order?
Prices on our website may change without notice. However, once your order is placed, the price paid at checkout applies to that order unless the order is canceled, refunded, or otherwise adjusted.
Why was my order canceled?
Steel Realm reserves the right to refuse or cancel orders, including orders with inaccurate billing or shipping information, suspected fraud, restricted shipping locations, or items prohibited by law in the customer’s jurisdiction.
Order FAQ
How do I know my order was placed successfully?
After placing your order, you should receive an order confirmation email. Please check your spam, junk, or promotions folder if you do not see it in your inbox.
Can I cancel my order?
Yes, you may cancel your order before it ships at no charge.
To request a cancellation, email sales@steelrealm.com as soon as possible with the subject line:
Cancellation Request – Order #[your order number]
Please include your order number and reason for cancellation.
Can I cancel my order after it ships?
No. Once your order has shipped and tracking has been issued, the cancellation window has closed. At that point, the order must be handled as a return after delivery.
How long does it take to process a cancellation refund?
If your cancellation is approved before shipment, your refund will be issued to your original payment method within 3–5 business days.
Can I change my shipping address after placing an order?
If your order has not shipped yet, contact us immediately at sales@steelrealm.com. We will do our best to update the shipping address before fulfillment.
Once an order has shipped, we may not be able to change the address.
What happens if I entered the wrong shipping address?
Steel Realm is not responsible for packages sent to an incorrect address provided by the customer if the package cannot be recovered.
If we cannot validate the address before shipping, we will try to contact you for an updated address. If we cannot update the address, the order may be canceled and refunded.
I did not receive an order confirmation email. What should I do?
Please check your spam, junk, or promotions folder first. If you still cannot find it, contact us at sales@steelrealm.com with the name and email address used at checkout.
Shipping FAQ
How long does it take to process my order?
All orders are processed within 1–2 business days after receipt.
Orders placed before 12:00 PM CT Monday–Friday begin processing the same business day. Orders placed after the cutoff time, on weekends, or on holidays begin processing the next business day.
How long does shipping take?
Domestic orders that are in stock at our USA warehouse typically arrive within 3–5 business days after shipment. All other orders typically arrive 7-10 business days after shipment.
Please note that delivery estimates are not guaranteed and may be affected by carrier delays, weather, holidays, or other circumstances outside our control.
Do you offer free shipping?
Yes. Steel Realm offers free shipping on all U.S. orders over $70.
Orders under $70 will have shipping charges calculated and displayed at checkout.
What carriers do you use?
Steel Realm ships through carriers including UPS, FedEx, USPS, SF Express, and EMS. The carrier used depends on the destination, package size, and shipping speed.
Do you ship to P.O. boxes?
No. Steel Realm does not ship to P.O. boxes.
Do you ship to APO/FPO addresses?
No. Steel Realm does not ship to APO/FPO addresses.
Do you ship to Puerto Rico or U.S. territories?
No. Steel Realm does not ship to Puerto Rico or outlying U.S. territories.
Do you ship internationally?
Yes. Steel Realm ships internationally on a quote basis.
International shipping rates are calculated by weight and destination at checkout. International orders may ship through UPS, FedEx, EMS, or SF Express depending on the destination.
For international shipping questions, contact us at sales@steelrealm.com.
Are customs, duties, tariffs, or import taxes included?
No. International customers are responsible for any customs duties, import taxes, tariffs, or fees charged by their country’s customs authority.
Will I receive tracking information?
Yes. Once your order ships, you will receive a shipment confirmation email with your tracking number. Tracking usually becomes active within 24 hours.
My tracking says delivered, but I did not receive my package. What should I do?
First, please check around your delivery location, including your porch, mailbox, side doors, garage area, leasing office, front desk, or neighbors.
Sometimes carriers mark packages as delivered before the package is physically dropped off, so we recommend waiting up to 24 hours.
If your order has not arrived within 3 business days of tracking showing delivered, contact us at sales@steelrealm.com and we will help investigate.
My tracking has not updated. What should I do?
Tracking updates can sometimes take up to 24 hours after shipment. If your tracking has not updated for an extended period or your order has not arrived within the estimated transit time, contact us so we can assist.
What happens if my package is lost or damaged during shipping?
Steel Realm is not liable for products lost or damaged during shipping. If your order arrives damaged, please save all packaging materials and damaged goods and file a claim with the shipment carrier.
You should also contact us at sales@steelrealm.com so we can help guide you through the process.
Returns & Refunds FAQ
What is your return policy?
Steel Realm accepts eligible returns within 30 calendar days of the tracking showing delivered.
Items must be in new, unused condition with all original packaging, tags, and accessories intact.
Can I return an item if I changed my mind?
Yes. We accept customer-remorse returns if you changed your mind, ordered the wrong item, or the product was not what you expected.
To qualify, the item must be returned within 30 calendar days of delivery and must be unused, unmodified, undamaged, and in its original packaging.
How do I start a return?
Email sales@steelrealm.com with your order number and reason for return.
We will respond within 2 business days with a Return Authorization and return shipping instructions.
Can I send a return without a Return Authorization?
No. Items returned without a valid Return Authorization may be rejected.
Who pays for return shipping?
For customer-remorse returns, the customer is responsible for return shipping costs.
For defective, damaged, or incorrect items, Steel Realm will provide a prepaid return shipping label.
Do you charge a restocking fee?
No. Steel Realm does not charge a restocking fee on eligible returns.
Are original shipping costs refundable?
For customer-remorse returns, original shipping costs, if any were paid, are non-refundable.
Refunds cover the cost of the returned product only.
How long does it take to receive a refund?
Once your return is received and inspected, approved refunds are issued to your original payment method within 3–5 business days.
Depending on your bank or credit card provider, it may take an additional 2–10 business days for the refund to appear on your statement.
What if I have not received my refund?
If you have not received your refund within 14 business days of approval, please contact your bank first. Then reach out to us at sales@steelrealm.com so we can help review the status.
Replacements & Exchanges FAQ
What should I do if I received a defective item?
If your item arrives defective, contact us within 30 calendar days of delivery at sales@steelrealm.com.
Please include:
- Your order number
- A description of the issue
- Clear photos showing the defect
- Photos of the packaging, if applicable
We will review the issue and help arrange a replacement or refund.
What should I do if I received the wrong item?
Contact us within 30 calendar days of delivery at sales@steelrealm.com with your order number and photos of the item you received. If the item is incorrect, we will help make it right.
What should I do if my item arrived damaged?
Please save all packaging materials and contact us with photos of the damaged item, packaging, and shipping label. We may need these photos to help file a carrier claim and resolve the issue.
Does Steel Realm cover return shipping for defective, damaged, or incorrect items?
Yes. If the item is defective, damaged, or incorrect, Steel Realm will provide a prepaid return shipping label after reviewing and approving the claim.
Can I exchange an item?
Yes. Steel Realm accepts same-item exchanges only, such as a different size, color, or finish of the same product, subject to availability.
For a different product entirely, please return the original item under our return policy and place a new order for the item you want.
Are custom or final-sale items returnable?
The following items are final sale and not eligible for return or exchange unless they arrive defective, damaged, or incorrect:
- Custom or personalized items
- Engraved items
- Custom orders
- Made-to-order pieces
- Items marked Final Sale
- Clearance items
- Gift cards
- Items returned without a Return Authorization
- Items returned more than 30 days after delivery
- Items that have been used, modified, sharpened, damaged, or altered
Contact FAQ
How can I contact Steel Realm?
You can contact us here:
Email: sales@steelrealm.com
Phone: 1-888-442-3020
Customer Service Hours: Monday–Friday, 8:00 AM–5:00 PM CST
Typical Response Time: 24–48 hours on business days
Mailing Address:
Kanu Swords LLC DBA Steel Realm
2401 Fountain View Dr. Ste 464 PMB2845
Houston, TX 77057
United States
What should I include when contacting customer service?
Please include your order number, the email address used at checkout, and a clear description of your question or issue. For damaged, defective, or incorrect items, please include clear photos.