FREQUENTLY ASKED QUESTIONS
You have questions? We have answers!
What’s the deal with this store?
This is the DragonSlayer Online Store. We create, provide, and sell all of the Official Souvenir Merchandise for the Texas Renaissance Festival.
Are you the same as the DragonSlayer Souvenir Shop I’ve seen on the grounds of the Texas Renaissance Festival?
Yep, that’s us!
Are you and the Texas Renaissance Festival run by the same entity?
No. While we are very close partners with TRF and spend a lot of time with the wonderful guys and gals that work for TRF, we have a completely different staff and are run by a completely different company.
So, can the Administrative Staff at TRF help me with questions I have about your products?
Nope. None of the Staff at TRF are involved with the operations of the DragonSlayer. But, they are super nice people and if by chance you end up talking to one of them, they will be happy to forward your inquiry to us!
I got an email from Ormr…who is Ormr?
Ormr is the Official Customer Service Dragon of the DragonSlayer Online Store. We take customer service very seriously and so does he. Between our staff and Ormr, we’ll make sure you have all the information you need about your purchase.
I’m a Big Collector of your Tankards and Steins and I am interested in selling something from my collection or am looking for something to add to my collection. Do you have a Collectors Exchange?
Not right now, but we are hoping to be able to create a forum for that in the future. Unfortunately, with an open forum like that, there are a lot of legal hoops to jump through and monitoring procedures we have to adopt. Takes some time to sort out in this modern era. Ah…makes you miss the Renaissance, doesn’t it?
Do you buy or sell Vintage Tankards and Steins?
This is a tricky one. Sometimes? to the buying. Yes! to the selling. If we come across someone who has a Vintage one for sale, we occasionally will purchase it with the intent to offer it for sale. If we have a Vintage one available, we’ll make sure to put it up for sale Online. Don’t worry, we’ll advertise on Facebook and through our Newsletter. We don’t sell Tankards and Steins for other people though, just us.
How do I Subscribe to your Newsletter?
You’re automatically signed up when you make a purchase. Don’t worry, you can opt out when you get the first one.
You can click on the “Subscribe to Our Newsletter” Button on the website. Don’t worry, it’s there. Just look harder.
You can also shoot us an email and let us know you want to Subscribe. Don’t worry, we won’t cram your inbox. You’ll just get an update on sales and cool coupons once or twice a month.
Is it safe for me to put my credit card into this website that consorts with Dragons?
Your safety is the most important thing to us. We want you to feel comfortable using our site and purchasing things from us. That’s why we have a whole team of Security Dragons that make sure your information is never stored (that’s handled by our payment processor) and never shared with anyone else.
We never share your information with a third party. So that we’re clear, you are the first party. We are the second party. And a third party is anyone else. Our relationship is just between the two of us, the way it should be.
Can I purchase items from or get in contact with other artisans/vendors that are at TRF through you?
Unfortunately, no. If you have a specific shop you want to get in contact with, feel free to shoot an email to the Vendor Coordinator at TRF. You can find the correct email address on their website www.texrenfest.com, choose the Information Tab, then click Contact. You’ll find contacts for just about everyone at TRF there!
What forms of payment do you accept?
We accept all major credit cards, with the exception of AMEX. Our payment processor doesn’t like them. Not sure why. Someone probably lost a Jousting Match or something.
I noticed that you have products that are “pre-order” or “reserve order”. What does that mean?
This usually means that the product you are viewing either: 1) won’t be produced until all the orders are in OR 2) the item is on a very slow moving pirate ship from overseas and hasn’t reached our warehouse yet. Basically, you are ordering your item and once it is in our hot little wings, we’ll ship it out to you. If you need more details, just check the actual product page for you item before you order and all the particulars should be there.
I only received part of my order. What gives?
Try a few things first before you start worrying. Worrying causes wrinkles. Dragons hate wrinkles!
1) Check your Order Confirmation.
If you have a pre-order or reserve order item on the list chances are that’s what your missing. We’ll send those items to you once we have them in our warehouse. We just didn’t want you to wait for everything else on your list!
2) Check your Email (don’t forget that pesky SPAM Folder!)
If for some reason, something is out of stock or there is an issue with your order we’ll send you a missive explaining what happened and what we’re doing about it.
3) Nowhere else to check? Shoot us an email at firstname.lastname@example.org and we’ll see what we can do for you.
I don’t see a line for Taxes! Did I do something wrong?
Nope. Everything is alright. All of our product prices include the tax. We do this with the hope that it will make your purchasing experience easier. Of course, we’d be lying if we said it wasn’t also a perk that we hoped would encourage you to come back and visit us again! But, joking aside, we just figured you could use a little “win” in your day.
What Shipping Methods do you use?
We solely ship via USPS to keep it simple and at this time, only to locations in the United States. Our Shipping fees are based on your order amount, calculated after applicable discounts and before sales tax. All of our orders are shipped with tracking information, except in the very rare case that there is no shipping with tracking available (based on what USPS tells us).
$25.00 or less
$5.00 flat rate
$50.00 or less
$9.00 flat rate
$75.00 or less
$15.00 flat rate
$100.00 or less
$18.00 flat rate
More than $100.00
How long does it take to process my order?
As soon as you make your purchase, your order information is sent to our electronic systems. Shipping Reports are created for our Shipping Dragons on Monday of each week (sometimes more often if we have lots of orders come thru). Then everything is pulled, packaged and shipped out within 3 business day of that report. We take our time because we want to get it right. And let’s be honest, there’s a lot of you and only a few of us!
Don’t worry, our Processing Dragons will get your order out as soon as possible. If there is an issue, we’ll let you know as soon as we know.
How long is the shipping time?
Typically, once USPS receives your package, shipping time varies between 2-5 days. However, we cannot guarantee a specific shipping time. You might have noticed that shipping times have gone haywire since the start of 2020. We wish we could change it…believe us…we REALLY wish we could…but we can’t. We’re not that powerful…yet.
Can you ship to international addresses?
Not at this time.
Will I receive an email confirmation of my order and when my order has shipped?
Remember our Customer Service Dragon, Ormr? He’s really good with email. So, yep you sure will! We’ll even do our best to include tracking information, if it is applicable.
I’ve submitted my order, but I have suddenly decided that I want to change it. What do I do?
That all depends. Have we already processed the order? Have we already shipped it? What do you want to change? Best thing to do is to send us an email to email@example.com and we’ll try to help you. No promises, though.
My order never arrived! HELP?
Take a deep breath. Check the confirmation email we sent you. If you received a tracking number, use that to check the status. And please remember, once we hand the package off to USPS we do not have any further access to information beyond the status the tracking number gives you. Your package is in their hands and we have no control over it once it is. So give them a call and see what they can tell you.
If that doesn’t work or you don’t have a tracking number, shoot us an email at firstname.lastname@example.org . Remember to include your order number, what you ordered, and your name and we’ll see what we can do to help you out.
My order arrived incomplete or damaged. YIKES?
Life isn’t perfect, especially when you rely on Dragons to get things where they need to go. Don’t worry, just shoot us an email at email@example.com and we’ll help you out. Remember to include your order number, what the problem is, and your name and we’ll help you out.
RETURNS AND EXCHANGES
Can I return my order?
This is a detailed one, so bear with us. The DragonSlayer Online Store strives to make your shopping experience an amazing one with attentive customer service. If for any reason, you are not content with your order, we will gladly accept returns and/or exchanges within 30 days from the date of shipment, in new, unused condition with original packaging. Some items purchased through special promotions may be final sale, and therefore not eligible for exchanges or returns (please refer to promotional disclaimers for the terms of each offer).
All items must be returned with all pieces included and intact, and apparel must be returned unworn with all tags still attached.
Returns and/or exchanges of Drinkware items are accepted only in the event that the item arrives damaged or broken to the customer. The customer must contact us within 5 days of receipt of the item and may be asked to provide pictures of the damage, in order to qualify for a return or exchange option.
I bought something online, but I’ll be attending the TRF Festival this weekend…can I just make my return or exchange at the physical DragonSlayer Store?
Nope, sorry. Online orders returns or exchanges can’t be processed onsite in the Shop. Makes things way too confusing. Really, please don’t try or you will be met with disappointment. We’ll be super polite, but you will be super disappointed. Use the online process.
I bought something in the physical DragonSlayer Store can I return or exchange it through the online process?
As a general rule, no. But, if you have a specific question or concern, we welcome you to shoot us an email at firstname.lastname@example.org and we will see if we can help you out.
How do I return or exchange an item?
Shoot us an email at email@example.com. Let us know your order number, what item you would like to return or exchange, why, and your name. We’ll contact you back with any information or instructions you will need.
How long will it take?
It all depends on what you would like to return or exchange and the circumstances surrounding your request. Sometimes we will require additional information or something is out of stock. Most of the time, though we have your inquiry resolved very quickly. Once we receive the item in question, we process it as quickly as possible to get your new item on its way back to you.
Let’s see…we’re pretty reasonable. If something arrives severely damaged, we will generally replace it, and we’ll process your refund within 5 business days of our last email to you confirming the refund. If you are reasonable, we’ll often throw in a special coupon code for your next purchase just to thank you for your patience. But, shhh…don’t tell anyone. Then they will all want one.
YOU STILL NEED HELP
I have a question you didn’t cover!
No problem. Contact us at firstname.lastname@example.org or send us a message through our CONTACT FORM.