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- Do you charge my credit card as soon as I place the order? or
I think you charged me twice! or
My card was declined because you tried to charge $1 first. Why did you do that?
When you place an order with Really Right Stuff, several things happen:
1 - Validation
First we check to see if your name, address and card security code match the details that your card issuer has on file. The only way to perform this security check (known as "AVS" or Address Verification Service) is to authorize the card for a small amount. Our processor performs this verification by authorizing $1. Unfortunately, scammers engaging in fraud frequently "phish" for valid credit cards in exactly the same way: they try authorizing sequences of card numbers for small amounts. Therefore, this $1 authorization can sometimes trigger automatic fraud protection measures and the card issuer (not our processor) will decline the transaction. We suggest you call your card issuer to let them know that a transaction from Really Right Stuff is valid.
2 - Authorization
If the verification performed in Step 1 returns successfully and everything matches, then the full value of your transaction is authorized. An authorization means that the full value of the transaction is set aside for us to capture later. Even though we have not yet captured the funds, the authorized amount is blocked and will impact your credit limit (if it is a credit card) or account balance (if it is a debit card).
3 - Capture
After your order is shipped, we then process the original authorization and convert it into an actual charge on your credit card. As soon as we capture the funds, the original authorization should no longer appear on your account as a pending charge. Sometimes customers think that they have been charged twice because their card issuer did not clear the authorization immediately. If you ever think that you have been charged twice by Really Right Stuff, we suggest that you phone your card issuer first to confirm that both transactions appear as actual charges (instead of one charge and one authorization).
- What is the cheapest international shipping method?
Our default method is US Postal Service Express Mail. But if you are not in a hurry and want to save a few dollars, we can offer US Postal Service Priority Mail International. For very small items, call us and we can send minor orders via US Postal Service 1st Class International.
We can on request if you have a FedEx account. Please call and speak with one of our representatives for more info.
- How can I get a shipping estimate?
Add the items to the cart. From the cart page, click on "Shipping Calculator." You will see shipping options and prices after you enter basic delivery information.
- What is the Really Right Stuff return policy?
The goal of Really Right Stuff is to deliver products of soul satisfying uncompromised quality. If, for whatever reason, you are dissatisfied with your purchase, you can return it to Really RIght Stuff within 30 days of receipt. No returns accepted after 30 days. Claims for damaged or missing items must be received within two business days of receipt of merchandise. You have the option of exchanging the item(s) or receiving a fulll refund for the full amount of the purchase price. All returned item(s) are inspected to assure "like new" condition before any refunds are issued. If conditions are not met, Really Right Stuff reserves the right to refuse the return or to charge a restocking fee of 15%. We may opt to issue refunds via a company check. Please click here to learn more about return conditions and how to ship items back to us.
- I am an international customer and I don't want to pay high taxes on my order. Can you please lie about the value of the goods so I don't get charged by customs?
We are required by law to accurately report the value and contents of international shipments; please do not ask us to undervalue the content on customs declaration forms.
- What kind of warranty does Really Right Stuff gear carry?
All Really Right Stuff brand products are guaranteed to the original purchaser to be free of defects in materials or workmanship for 5 years from the date of purchase. Product will be repaired or replaced at our option. Other branded products, such as Gitzo, carry the full US manufacturer's warranty. You may contact Gitzo Service at 201-818-0060.
- I already bought items that are part of a package. Now I want to buy the remaining items in the package. Can I still get the package discount price?
Sure. Just call us to place the order. We'll confirm that you're the original purchaser and give you the full package discount on the new order for the remaining items in the package.
- All I need is a $5 bushing (or some other small part), but the shipping is going to cost me more than the part! Can you do anything for me?
Just call or email us to place your order. We're always happy to drop small items like bushings and LocTite in a small padded mailer and send them out via US Postal Service 1st Class Mail; this applies to both domestic and international customers.
- Years ago I purchased item "X" from you. Now I see that you've made significant improvements to item "X". Can I get a discount on the new & improved one?
If you are the original purchaser of item "X" we will upgrade you to the new & improved item "X" at a discount. Send us your legacy item, and we will apply half the value paid on the legacy item to the new item. For example, if you have a legacy B2-Pro clamp originally purchased for $72, and you want to exchange it for a brand new B2-Pro clamp selling for $80, we will give you $36 credit towards the purchase of the new clamp ($36 is half of $72). Thus, the new clamp will cost you only $44 ($80 - $36 = $44).
- I need a plate for my camera, but you don't make the plate I need. Can I pay you a little extra and have you make a custom item for me?
Sorry, we do not perform any custom machining.
- I live in California and I requested UPS 2nd Day Air. Why did my order ship via UPS Ground?
Because UPS Ground shipments that originate from our location in San Luis Obispo deliver to most California customers in one business day; rural deliveries deliver within two business days. To save you money, we usually default to UPS Ground for California deliveries.
- Do you offer professional discounts to NAPP members? Or NANPA members? Do you offer student discounts?
Sorry, but we do not offer any discounts.
- Is your showroom open on weekends?
No. We are open Monday through Friday, 8am to 5pm.
- I called you on a weekday during business hours, but all I got was voice mail. What's going on?
We're closed on these major US holidays:
New Year's Day
Fourth of July
Christmas Eve and Christmas
New Year's Eve Day
If you called while we're open and you still got voice mail, we simply have more phone lines than people! Please do leave your message. We will call you back as soon as possible on that same day.
- I can't tell if the item I want to order is in stock. Why do some items display stock status and other items do not?
An individual item, like a plate or a clamp, will always display stock status. But "kits" that are composed of multiple inventory items do not. We are working with our systems software provider to find a solution. In the meantime, please don't hesitate to call us or email us
to determine stock status for any item.
- I am an international customer, but I will be visiting the United States.
I am an international customer and I have friends in the United States. Can I order using my credit card that was issued in my country, but ship the order to an address in the United States?
Yes! As long as the billing address that you provide on our website matches the billing address that your card issuer has on file, we are happy to ship an order to any address you want. Just remember that if we ship your order to any address in the state of California, we do have to charge California state sales tax. The current tax rate is 7.25%.
- I am an international customer. I tried to place my order online, but it did not go through. What went wrong?
With our international customers, this is not unusual. There are two primary reasons a transaction may be denied:
1 – Transaction Denied:
The card issuer may place a temporary block on the card for security purposes. We suggest that you call your card issuer to tell them that an order from Really Right Stuff is valid and legitimate. This typically solves the problem.
2 – CVV2 Code Does Not Match:
Online customers must enter their credit card security code and it must match the code on file with your card issuer. If you receive an error message that the code does not match, even if you entered the correct security code, then our processor was unable to confirm the match with your card issuer. The error message should tell you that the code cannot be confirmed, not that the codes don’t match. This may happen if the information is, for whatever reason, unavailable. You should try your transaction later or fax us your card details; we can manually override the security code mismatch error.