Customer Service

This section of our website is dedicated to assisting you with any questions, comments, or concerns that you may have. We have compiled all the information you might need into this section. Just follow the links on this page to find what you're looking for.

If you cannot find the answers to your questions, please contact us. Our awesome customer service department is always just a phone call or email away and can assist you immediately.

What Would You Like to Do?

Frequently Asked Questions

Website Information
Order Status
Order Problems
My Account
Shipping Policy
Pricing and Billing
Buyer's Guide
Additional Support
Website Information
What is "Blade HQ?"Return to Top

Blade HQ is a full time Internet cutlery business with a brick and mortar store. "HQ" stands for "headquarters" but over time was simply shortened to "HQ." Blade HQ has become one of the online destinations for cutlery and gear. We specialize in high-end LEO, military and collectible folding knives (folding, fixed, custom, assisted, automatic, butterfly- you name it!). Our goal is to have the most incredible selection of "in stock" knives available anywhere while providing outstanding customer service and pricing.

Who runs this website?Return to Top

Blade HQ was founded in 2003 by Cam Hughes. Cam was unhappy with offerings and service from other online vendors and decided to start his own company (and he secretly hoped he could collect some of the knives he was selling). Over the years Blade HQ has added partners (software engineer Jim Brown, avid outdoorsman Nick Silver and financial specialist Marcus O'Conner) and acquired several knife and technology companies. But at the end of the day Blade HQ is run by people with a passion for knives and knife-related gear.

What kind of knives do you sell?Return to Top

Our knife and cutlery selection is vast and varied. We carry folding knives, fixed blade knives, spring assisted knives, automatic knives, butterfly knives, custom knives, multi tools, axes and just about anything that you can think of. We stock products from all major brands including Microtech, Protech, Benchmade, Boker, CRKT, ESEE, Kershaw, Zero Tolerance, Emerson, Gerber, Cold Steel, SOG, Spyderco, Piranha, Buck, Chris Reeve, TOPS, and more! We are sure to have something that catches your eye.

Do you sell anything else besides knives?Return to Top

Yes we do! Over the years we have added numerous product lines such as Flashlights, Self Defense, Apparel, Outdoor & Survival Gear, Watches, and Lighters.

Why should I buy a knife from you as opposed to some other seller?Return to Top

With so many choices available for buying knives this is a great question. Here's our take:

  • We really care about our customers and the quality of our service. Without customers we don't exist. We always try to answer your email questions, if there's a problem we'll take care of it and we will never leave you hanging. This is not to say things will always be perfect, but we'll get it right in the end.
  • Our store is owned and run my people who really love knives; It's not a turn-key money making machine. When a business is founded on passion it shows.
  • We stock the items we sell in our store. We've actually got them sitting right here, ready to ship. When you order we pull them off the shelves and ship them. You don't have to wait, wonder or worry.
  • Our prices are competitive, our inventory is massive, our staff is friendly and knowledgeable, we have a physical store (this allows us to be authorized dealers for most of the products we carry).
  • Love. Love isn't something you can buy. It's given. And we give it. To you. 'Cause we have it to give. And we love you (yes, you).

What's the quality like on the knives you sell?Return to Top

This site is dedicated to the cream of the crop. Any items on this site are first rate. Sure, there will be some $25 knives floating around, but we don't believe that something good always has to cost as much as an organ transplant. Remember the old saying though: You get what you pay for. If a knife costs more, it's probably because it's better. Often the only difference between the prices of knives is the cost of the materials. If you have questions about a specific knife just Drop us a line!

Can I advertise on your site?Return to Top

Advertisements make websites gross. So... no. We don't allow advertising.

Can I link to your site?Return to Top

Certainly. And if we think your website will be of interest to our customers (and it isn't in direct competition with us) we'll be happy to link back to you on our links page.

What's your favorite knife?Return to Top

Knife technology has come so far in the last few years and it's become impossible to choose one particular knife. However, think of a beefy titanium folder with an S30V blade, some carbon fiber and a bit of style and you can bet that's at the top of our list.

I like your website. What software are you using?Return to Top

The software is a proprietary eCommerce platform acquired and owned by Blade HQ. It's the product of years of blood, sweat, and some crying.

Order Status
Has my order shipped?Return to Top

If all of your items were in stock when you ordered, and you ordered more than 36 hours ago (excluding weekends), your order has probably been shipped. You can check the status of your order here. If some of the items you ordered were not in stock (it happens, rarely but it happens) then it is possible that your order has been delayed. If this is the case you will be contacted by a customer service representative through email. If you need more information, please contact us.

How do I change quantities or cancel an item in my order?Return to Top

If you need to change any quantities or cancel your order, please contact us before the order ships. You will typically have until 2:30 (Mountain Time) on the next business day before the order ships. Once an order has been packed and shipped it cannot be changed or cancelled (in which case you will need to follow the instructions for exchanges and returns).

How do I track my order?Return to Top

Once an order is shipped an email is automatically sent to the email address provided on your order. Orders can be tracked by clicking the appropriate link in the shipment email. If we don't have an email address on file or if you did not receive an email shipment notification please check your order history for shipment information. Increasingly our confimation emails are rejected by ISP filters. Please make sure emails from us are not blocked.

How do pre-orders work?Return to Top

You can reserve a knife for only $5.00 (non-refundable)! This only applies to items posted on our website as a Pre-Order Item (Pre-Order Items are posted in the Coming Soon Page). Once we receive the item, orders are fulfilled in the order they were placed. Before the order is fulfilled, an email will be sent out to verify all billing/shippng information and to get authorization to charge the remaining balance. If any information has changed from the original information that was on the order, please let us know before we process the order. Customers are given 14 days to respond to the authorization email. If we do not receive a response by the end of 14 days, the order will be canceled and the reservation will be lost. The $5.00 down payment is non-refundable, but can be used towards another purchase. We will send the $5.00 to you as an E-Giftcard, per your request.

We try our best to have an ETA on when the item will be arriving from the Manufacturer, but please understand that the Manufacturer does not always give us an ETA. If we have an ETA, we will update it on the item's posting. If you don't see any update on the ETA on the post, then you will know when the item arrives once you receive our email. To ensure that emails are successfully delivered and received, please add to the safe senders list on your Email Account.

Order Problems
My order never arrived.Return to Top

If your order hasn't arrived there are several possible reasons:

  • When we send orders they often require a signature (unless the customer has asked us to waive the signature requirement). If you are unable to sign for the package it is generally held by the shipping company until it can be signed for.
  • Sometimes when an order is placed the credit card is declined. If this is the case then the order will not be shipped. We will send you an email, but occasionally these emails end up in junk folders. Check your account to see if your order shows up in the order history. If it doesn't, then odds are the order was probably declined.
  • If you chose to pay with a check or money order, then the order will not be filled until we receive it by mail. This can add processing time to the order.
For further assistance, please Contact Customer Service with your order number.

An item is missing from my shipment.Return to Top

If an item is missing from your shipment, please contact us for assistance. Please have your order number available if possible.

An item in my order is broken.Return to Top

If an item in your order is broken, please contact us within 72 hours of receiving the item. Please have your order number available if possible.

I received the wrong item.Return to Top

If you have received the wrong item, please contact us within 72 hours of receiving the item. Please have your order number available if possible.

What is your return policy?Return to Top

Returns are accepted, as long as they are done within 20 days (we feel this is enough time to determine if the items in your order are operational and to decide if you wish to keep them). You must obtain a Return Authorization number before shipping your item back, or your return will not be accepted. To obtain a Return Authorization number, please contact us.

You are responsible for shipping the item back to us. The item must be brand new and unused. There is a 5% restocking fee on non-defective items to offset lost shipping, credit card and labor costs. Once we receive the item we will issue a refund. Your refund will be issued in the same form payment was received, unless other arrangements have been made. We do not reimburse shipping costs. If the mistake is ours, we can generally provide you with a pre-paid return shipping label, please contact us for details. We strongly recommend you insure any package being returned to us- if your return is lost or damaged there is nothing we can do.

Returns must be received within 30 days of when the return authorization number was issued to you. After 30 days the RA number will become void, exchanges on hold will be removed from hold, and the return will be rejected and sent back to the customer.

Can I exchange an item if I don't like it?Return to Top

Exchanges are welcome as long as they are done within 20 days. You must obtain a Return Authorization number before shipping your item back, or your exchange will not be accepted. To obtain a Return Authorization number, please contact us. There are no restocking fees for exchanges with items of equal or greater value, although shipping charges do apply. We strongly recommend you insure any package being returned to us- if your return is lost or damaged there is nothing we can do. If the item is being returned for a refund, it will be subject to a 5% restocking fee.

Returns must be received within 30 days of when the return authorization number was issued to you. After 30 days the RA number will become void, exchanges on hold will be removed from hold, and the return will be rejected and sent back to the customer.

How do I return an item?Return to Top

If you need to return an item, please contact us within 20 days of receiving your order for a Return Authorization number. We will give you further instructions about how to ship your item back at that time.

Return to Help IndexReturn to Top

My Account
How do I create an account?

1) Click here 2) Select "No, I am a new customer." Then, simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information (click here).

How do I edit my account information?Return to Top

1) Click here 2) Select "Yes, I have a password:" Then, enter your password. You will be able to edit your information. Simply click on the "Change" link next to any piece of information you wish to change. If you would like to change your credit card information, then you can simply make a new order and enter in the information as a new card.

I forgot my password.Return to Top

If you forgot your password, please click here. You will be sent your password to your email.

Shipping Policy (click here for complete shipping information)
How much is shipping?Return to Top

First Class shipping is $3.99 for most orders. If your order is over 1 lb standard shipping is $6.99. If you buy 100 items, shipping is $6.99. If your order is over $99.00, shipping is FREE!

Note: A few items are oversized and do not qualify for flat rate shipping. These items will incur an additional shipping charge at checkout.

When will my order ship?Return to Top

Your order will be shipped within 36 hours (excluding Saturdays, Sundays, and federal holidays). If your item is not in stock, we will notify you by email.

How long will it take my order to arrive?Return to Top

Delivery to anywhere in the continental USA should take 5 business days or less (excluding Sunday). Shipments to Hawaii and Alaska may take an extra couple of days.

Do you ship internationally?Return to Top

You can view our international shipping policy here. Once you have read and are willing to agree to the terms listed, please contact us and we will help you place an order.

Low Price GuaranteeReturn to Top

We strive to price our products competitively. In some cases we may not have the lowest price, but we are usually able to match legitimate competitor pricing. For price matching information please click here.

Privacy PolicyReturn to Top

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

SecurityReturn to Top

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. Any information submitted into and through our website is secure.

Pricing and Billing
What forms of payment do you take?Return to Top

We DO NOT accept PayPal or Cash, at this time.

We DO accept:

Credit Card: We accept Visa, Mastercard, Discover and American Express.

Gift Cards: In order for the Gift Cards to work, please register your Gift Card online beforehand.

*Checks: We accept personal or business checks. Checks take between 5 to 10 days to clear. The order will be shipped once the check has cleared.

*Money Orders: We accept all types of money orders.

*You must call customer service to place your order. We will not accept online orders with checks or money orders as the payment method. Once the order has been submitted over the phone, reference the order number on the check/money order and send your payment to:

400 South 1000 East
Suite E1
Lehi, UT 84043-3812

(You have 20 days from the time the order was placed for us to receive the payment. If payment is not received within the 20 days, the order will be canceled.)

We accept our Blade HQ gift certificates! You can get all of your gift certificates here.

Do I have to pay sales tax?Return to Top

If you are located in Utah you will have to pay sales tax.

I have a question on my charges.Return to Top

Please contact us for further assistance.

I need a copy of my receipt/invoice.Return to Top

You can log into your account (the account link is visable in the top right hand corner of the website). Click "view order status" in the welcome box (top left of the website below the logo). You can then click on any order you have placed and see the invoice.

When will my credit card be charged?Return to Top

Once your order has been submitted, your credit card will be charged for the total amount of your order.

Buyer's Guide
How do I find my product?Return to Top

To find the item(s) you're looking for, you may (1) use the navigation menus on the top, right & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?Return to Top

To navigate this website, simply click on a category you might be interested in. Categories are located to the top and left of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

Does your stock rotate?Return to Top


Do you offer discounts?Return to Top

We may do discounts for active duty U.S. Law Enforcement and Military (we may require you to send us proof of ID). The amount discounted will depend on the item. Not all items can be discounted. For a quote, please contact customer service.

Do you offer gift certificates or coupon codes?Return to Top

We do offer gift certificates! You can get all of your gift certificates here. We do not offer coupon codes at this time.

How do I place my order?Return to Top

Phone: Please contact customer service to place your order over the phone.

Online: Add your item(s) to your cart by clicking the “Add to Cart” button. Then click the “Secure Checkout” button. You can either sign in (if returning registered customer) or register as a new customer. Enter all billing and shipping information, choose your shipping method, double check all your information to see that it is correct, check box “I agree to terms and conditions”, and click “Submit Order”. You will receive an email confirmation after your order has been successfully submitted. Sometimes, credit/debit cards will be declined. If this happens, you will receive an email stating your card was declined. Either resubmit your order online with a different card or contact customer service immediately. Stock is not reserved if the card is declined.