FAQ ROYAL EAGLE ROAD
1. PAYMENT
How can I pay on your site?
On this website you can pay with PayPal, all the cards accepted by the PayPal circuit (Visa, MasterCard, Maestro, American Express, Aurea) and bank transfer.
Are card payment transactions safe on your website?
Yes. The data is managed exclusively by the PayPal circuit which is one of the safest payment systems.
Do the product prices include VAT?
Prices within the site www.royaleagleroad.com are indicated in Euro and include VAT.
Can I use the voucher or the coupon?
If you are entitled to a discount voucher, please enter the code in the dedicated space on the order summary screen and the amount will update automatically. If the promotional code does not work, try to verify the validity and terms of use in case it cannot be combined with other current promotions. In case of problems, do not hesitate to contact us by email at [email protected] or through the “Contacts” page.
2. ORDER
Can I change information or delivery address?
Before receiving the confirmation e-mail, you can change the information. Once the goods have been shipped we cannot change personal information and delivery address.
Where can I find delivery information?
We will send you a confirmation e-mail containing the tracking number to check the delivery status.
3. SHIPPING
Is the shipping included in the price?
Shipping is free in Italy. Shipping costs to other countries are indicated in the purchase order. They are included in the summary of the total price and in the confirmation e-mail.
When are orders shipped?
After registering and confirm payment, we ship the goods. Shipments are fulfilled from Monday to Friday. Orders received during the weekend will be shipped on Monday.
How many days will I receive the products?
According to the destination address, delivery in Italy can take from 4 to 6 working days. In Europe 5 – 7 working days.
Do the prices include the duties?
No. The prices indicated on the website do not include: shipping costs, duties, taxes imposed by other sovereign States, extra charges, etc. Products sold in Italy (excluding Livigno, Trepalle, Campioni d’Italia, Città del Vaticano and San Marino) and in the European Union are not subject to customs duties and taxes. Products delivered outside the European Union may be subject to customs duties and taxes which vary according to the country and the product purchased. These costs will be borne by the Consumer who can contact the competent authority of his/her country to quantify these customs costs.
4. RETURN AND REFUND
How can I return a product?
Consumers have the right of withdrawal within 14 (fourteen) days from the day of delivery of the products. The products need to be returned in the same condition as received: without any damage, including the label, perfectly kept in the original packaging.
Products need to be returned to the following address:
International Mercury Srl Via Fratelli Rosselli 72, 67051 Avezzano (AQ), Italia.
Products returned incomplete, damaged, used or stained will not be refunded.
Can I return customized products?
Customized products cannot be returned.
How will you credit the amount after the return?
International Mercury Srl will check and verify the integrity of returned products and will refund using the same payment method of the customer.
Who will be in charge of the return and the shipping costs?
The customer will be responsible for the choice of the courier and will bear the shipping costs for returning the goods.
What can I do if the product received is defective, damaged or different from the order?
If the product is defective, damaged or different from the order, you can apply for the replacement procedure. Please send an e-mail to [email protected] or use the form on the “Contacts” page providing: name, surname, e-mail, phone number, address, order number, description of the problem and attached photo. Our customer support will contact you as soon as possible.
5. PRODUCTS
How can I wash my backpack?
To ensure a longer-lasting performance and extend the life cycle of Royal Eagle Road backpacks, we have created a guide on care and cleaning.
How can I adjust my backpack?
The trekking backpack guide contains all the detailed information related to the correct adjustment of shoulder straps, lumbar belt and load lifters.
How can I fit 65 liters backpack torso length?
Fitting the 65 liters backpack torso length is very easy, all the information is contained in this guide.
How can I attach the smartphone holder to the monocular? How can I take care of the lenses?
To take photos with the monocular it is necessary to attach the smartphone holder. All information relating to the use and cleaning of lenses are contained in the monocular guide.
How can I clean my stainless steel water bottle?
You can find all the information about clean and care for stainless steel water bottles in this guide.
How can I take care of the dry bag?
Small precautions are necessary after each use to prevent the PVC could damage and to ensure that the dry bag lasts longer. Our guide to the Royal Eagle Road waterproof dry bag includes all the information: instructions for use, care and washing.
How to use a cooling towel? Why is it different from a normal towel?
The difference between our cooling towel and a normal towel is the ability to activate a refreshing process in 3 simple steps: soak it in the water, squeeze it and shake it 3 – 5 times. All the information are in this guide.