Folks, we need your help. We are a 2-person custom shop and are at maximum capacity to offer same or next day turnaround on orders. If we don't get some help from you, we may have to go to 2-3 business days on turnaround. I'm sure nobody wants that.
Every day, we have to spend hours correcting order mistakes or replying to customer questions. We simply no longer have the time to do this. We ask that everyone please read our Sharpen By Mail FAQ, and go to this FAQ when you have a question. Almost everything one needs to know is contained there, including answers to 99% of possible questions. Even though we advise every customer on initial contact to read this page to avoid errors, every day we get numerous incorrect orders, many containing more than one mistake. These eat up valuable time having to correct them.
In addition to reading the FAQ, here's some things that really help us out:
1. Read item description of what you are ordering! If it says 'Sold out size 280" or "Sizes 230-296 only" don't order a size that's sold out or not even made. We sell many different brands and models that will fit, browse our store and find an alternative. We may also just be temp out of stock, we go thru steel fast and it's hard for us to judge reorders because we could have 24 size 272 in stock, and by coincidence, over a few days people with that size runner all ordered at once, cleaning out our stock. So, if you're dead set on a model, you can contact us to see when it will be avail. We have new steel coming in weekly.
2. Read item description to ensure you are ordering the correct model runners. If it says, "These fit Bauer skates with the Tuuk+ holders only", don't order these if you have Lightspeed Edge holders. If you're still confused after reading the item description, send us email with picture of your holder and we'll let you know if it's correct.
3. Don't order new runners from us without also ordering a custom radius. Your order will be cancelled. We don't sell just steel.
4. We only ship to the billing address of your credit card. Don't place an order and try to pay by card if you want to ship it to a different address. Your credit card company flags your order as fraud. When that happens, we cancel the order. Our FAQ has complete details and work-arounds to ship blades to somewhere other than billing address..
5. Don't send in your completed profile form and then 2 hrs later bug us for an answer. It usually takes 2-3 days to reply. We have many customers who are in line to be answered in front of you. Every form is answered in the order it's received. Depending on the sharpener's workload, it can be quicker or longer.
6. When you send in your packages, follow the instructions in the FAQ. Helps us save time and you get your blades back quicker. Here's an example. Recently our order processor and shipper Anita was out 3 days with stomach virus. When orders came in and I was opening envelopes, the ones that did not have a copy of their order in the envelope were put aside and done last. The ones that had orders went right to a machine for sharpening. I simply didn't have the time to go to her computer, log on, search for your name and then print out your order.
7. When packaging your runners, follow the video on our website. I spend no kidding 30 mins or more each day just cutting thru all the non-essential packaging schemes customers use. They over tape, they seal the Tyvek envelops, they use duct tape, etc. All that's needed is to roll the runners inside a Tyvek envelope (dont seal it or tape the roll, then just use a few strips of package tape to hold it to the wall of the package. it won't go anywhere, trust me. When I get one that's overtaped I have to get out the razor and cut thru the layers of tape people put all over the roll. This wastes valuable time. I'm not sharpeneing if I'm cutting apart packages.
Thank you for the help!