Need to speak with someone?

If you have questions about an order please email us at help@saberforge.com or use the question mark widget found in the lower right-hand corner of our webpage to submit a message. Please note, that our offices for customer service are closed over the weekends and major holidays. Our offices are normally open Monday through Friday from 9 am to 5 pm Pacific Standard Time. All messages are responded to within 3-4 business days (often sooner depending on the current volume).

Tips:

• When emailing us, providing images, video, and your order number goes a long way towards helping expedite any assistance required.
• We find it easier to share content by utilizing Google Drive. Please feel free to upload videos or photos to Google Drive and then share a public link with us. It resolves some of the challenges related to content file size or format.
• If you need us to update your mailing address, please share the current mailing address on an order or listed on your account and the new address. This helps to confirm account information and clarify what the new address will be
• If you need help with your saber, please provide your order number. We offer numerous electronics options. Sharing the order number allows us to review what you have and offer the best troubleshooting information for your saber. Note, If you do not have an order number, sending pictures of the saber that capture the switch section, socket type, inside the emitter, and type of saber are helpful clues that we can use to evaluate what electronics or saber you have).

Common problems

• "I sent an email and no one responded"

We respond to every message. Please check your spam folder or email us directly at help@saberforge.com if it has been longer than 3-4 business days. It has been observed that sometimes messages sent through automated systems like the bot on our site have delivery issues when we respond. Through customer feedback, we have discovered our responses are marked incorrectly as spam or blocked which is the source of this issue.

• "I sent several messages and still have not heard back"

We use a software program that organizes messages by the order received. When you send multiple messages, your email gets sorted in the queue based on the last message sent.

• "I need to speak with someone over the phone"

We recognize that sometimes, it is easier to speak with someone than to try to explain something in an email. You are welcome to email us with your order number or concern and your phone number. We can give you a call back when our offices are open.

• "I have questions about an item I am interested in or have already ordered"

We welcome emails with questions. If you need more information about an item, would like us to review your parts list for compatibility, or have questions about how to customize a saber, please send us an email. It is our goal that you love the item you receive and we are happy to help.

• "I ordered my saber five days ago, why has it not been delivered yet?"

The lead time to the date of shipping is dependent on what has been ordered. The lead time for all items can be found in the grey product summary box when adding an item to your cart.

All sabers with eco electronics, small parts like blades and kill keys, etc., ship within 1-2 weeks

Orders with powder coating add an additional 2-4 weeks to the stated lead time for a given item.

Sabers with Stunt (non-eco), First Harvest, or Golden Harvest electronics ship within 4-8 weeks.

These lead times are separate from the time in transit once the items ship or the shipping selected at checkout.