Customer Service

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 a premier online destination 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 (Cam, a serial entrepreneur, more recently founded health & wellness endeavor Utopius). 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.

Laser engraving informationReturn to Top

Blade HQ is not responsible for any mistakes or misspellings made by customers.

Personalized laser engraved items are not accepted for return for any reason.

While we accept most engraving requests, we cannot honor all. Some may contain trademarks or other terms that we do not have the right to use.

Engraving requests may contain material that Blade HQ considers inappropriate or simply do not want to place on products. At times this obliges us to decline engraving requests that may otherwise seem unobjectionable. If your engraving request is deemed unacceptable, your order will be canceled and you will be notified via email.

Blade HQ reserves the right to cancel any engraving requests after they have been submitted.

Prices are subject to change without notice.

Cancellations are not possible once the engraving process has begun.

Please note, engraving may delay processing time beyond two business days, but no more than four business days under normal circumstances. Blade HQ defines business days as being Monday - Friday, excluding Saturday and Sunday and all Federal and State holidays at our discretion.

By placing your order you agree to the disclaimer listed above and accept any and all liabilities associated with the engraving process.

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 by people who really love knives; It's not a turn-key money making machine. When a business is founded on passion it shows.
• 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 BladeHQ.com software is a proprietary eCommerce platform acquired and owned by Blade HQ. It's the product of years of blood, sweat, and some crying.

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. 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 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.

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 [email protected] to the safe senders list on your Email Account.

My order never arrived.Return to Top

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

• 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 can be a huge pain, but sometimes they’re necessary. Because we care about you, dear customer, we set out to make returns as painless as possible with our No Hassle Returns policy! It’s really simple: If you need to return an item, you can, and it’s free. All we ask is that you initiate the return within 90 days of purchase. You can initiate a return by making a return request through your account; once your request is approved (please allow up to 3 business days for approval), you will be sent a pre-paid shipping label to send the item back to us, FREE OF CHARGE. When we get your return, we will issue a full refund via the original payment method, or give you store credit, if that’s your preference. (Note that the original shipping charge from when you purchased the item won’t be refunded.) Please include any original packaging and paperwork if possible. (Note: This does not apply to customized items or international orders)

Warrany Information

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.

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.

What forms of payment do you take?Return to Top

We DO NOT accept PayPal, Money Orders, Personal Checks 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.

We accept our Blade HQ gift certificates!

Do I have to pay sales tax?Return to Top

We collect taxes where required by state governments.

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. If you do not have an account, please contact customer service.

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.

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

Yes.

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.

How do I place my order?Return to Top

Phone: Please contact customer service to place your order over the phone. Please also note if you are placing an order for an automatic knife and this will be your first purchase with us, the order will need to be placed online so that customers can agree to Terms and Conditions related to shipping automatics.

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.