FORGE / HERE TO HELP
Return Policy.
We want you to love your prop. If something isn’t right, we’ll work with you to make it right—with replacement parts, an exchange, or a complete replacement when needed.
Returns and exchanges within 30 days
You can request a return or exchange within 30 days of receiving your order. Contact us through live chat to start the process, explain what you’d like to return or exchange, and receive the next steps before sending anything back.
This 30-day return window is separate from our ongoing exchange and lifetime-support commitments below. You’re still welcome to contact us about your prop after those 30 days have passed.
Damaged items and quality concerns
If your prop arrives damaged or the product quality falls short, please let us know. Tell us what went wrong and, where possible, share photos so we can understand the issue and choose the right solution.
Please hold onto damaged goods, all broken pieces, and the original shipping box and packing materials. Our shipping service may need them to inspect the damage or process an insurance claim. Do not discard them or send them back until we confirm what to do next. Failure to retain the damaged goods and packaging can affect the insurance claim and may delay or affect the refund process. Contact us promptly so we can guide you through it.
Depending on the problem, we can provide replacement parts, exchange the item, or send a complete replacement. Full or partial refunds are also available for damaged items and sub-par product quality, subject to the custom-order exception below.
Unlimited exchanges. Lifetime support.
Our support doesn’t end when your order arrives. We offer unlimited exchanges and lifetime support for past orders, with no fixed limit on the number of exchanges we’ll work through to get your prop right.
Broke a piece of your prop? Reach out through live chat and we’ll send a replacement piece. We’ll help identify the part you need and work with you on a repair or replacement solution. An accidental break later on doesn’t end our commitment to supporting your order.
Making it right comes first
Our first choice is to deliver the quality you expected. We’ll work with you on replacement parts, exchanges, or complete resends rather than leave you with a prop you’re unhappy with.
If we can’t resolve the issue to that standard, we’ll offer a refund as the final resolution. A full or partial refund will depend on the issue and the resolution we agree on with you. Our preference for fixing a problem does not remove the refund options described in this policy.
Return and exchange shipping
Forge covers return and exchange shipping when the reason is a defect or product-quality issue, including an item that arrives damaged. For change-of-mind returns or exchanges, the customer pays the associated return or exchange shipping.
Contact us before shipping an item so we can confirm the return instructions and applicable shipping arrangements.
Custom commissions and non-standard items
Custom-commissioned props and other non-standard items are excluded from our standard refund policy. Any project-specific refund terms should be agreed with us before placing the order.
If you have a concern about a custom order, please still contact us. We’ll work with you on quality concerns and available repair or replacement solutions.
Let’s get it sorted.
Use the live chat button on this page to contact Forge. Include your order number if you have it, or the name and email used for the order, along with a description of the issue. If we’re away, leave a message and we’ll reply in the chat.
