Frequently asked questions

Add the pieces you want to your bag and go to checkout. You will enter your delivery details, choose how you would like to pay, and receive an order number straight away. Payment instructions are shown on your order page and sent to you by email.

No. You can check out as a guest and follow your order through the private link in your confirmation email. An account lets you see all of your orders, addresses, wishlist and support conversations in one place, and you can create one during checkout.

Some pieces are produced after your order is confirmed. Their product pages show a lead time, which starts once your payment has been verified. In-stock pieces show an estimated dispatch time instead. Made-to-order and custom-configured items are not returnable unless they arrive damaged or defective.

Contact us as soon as possible with your order number. Orders that have not yet been paid can be cancelled from your order page. Once production or dispatch has begun, changes depend on the piece; we will tell you what is possible. See the terms & conditions for how orders are accepted.

When you place an order, the items are reserved for you while you arrange payment. Your order page shows the payment deadline. If payment is not received by then, the reservation is released and you can place a new order.

We accept bank wire transfer, Bitcoin (BTC) and USDT on Ethereum (ERC-20). Card payments, PayPal and buy-now-pay-later services are not available.

You choose the method at checkout and the exact instructions, including the account or wallet address to use, appear on your order page. We never send payment details in a chat message or ask you to pay to a different account than the one shown on your order.

Choose bank wire at checkout. Your order page shows the beneficiary name, account and routing numbers, SWIFT code and a payment reference. Ask your bank to send the full order total in U.S. dollars and include the reference so we can match the payment quickly.

Once sent, submit the wire confirmation on your order page. Domestic wires typically arrive the same or next business day; international wires can take longer.

Choose Bitcoin or USDT at checkout. Your order page shows the receiving address and, for the amount, a quote converting your order total into BTC or USDT. USDT must be sent on the Ethereum network (ERC-20) only; Bitcoin must be sent on the Bitcoin mainnet. Funds sent on a different network, or as a different asset, cannot be recovered.

Send exactly the quoted amount, then submit the transaction ID on your order page so we can verify it.

Exchange rates move, so each quote is valid for a limited time (currently 30 minutes). The quote and its expiry are recorded on your order. If it expires before you have sent payment, request a new quote from your order page; the new rate and amount replace the old one. If you have already sent the quoted amount before expiry, you do not need a new quote.

Payments are verified manually. After you submit your transaction ID or wire confirmation, a member of our team checks it against the amount received. We confirm by email when it is verified and your order moves to processing. You have 72 hours from placing the order to complete payment.

Refunds are issued by bank wire only, in U.S. dollars, to an account in the purchaser’s name. We do not refund to cryptocurrency addresses, and we refund the U.S. dollar amount recorded on your order rather than the current value of the cryptocurrency sent. Details are in our returns & refunds policy.

Across the United States, including Alaska, Hawaii and Puerto Rico, and to more than forty countries worldwide. Choose your country at checkout to see the full delivered price.

Yes, free of charge. Tick “Discreet delivery” at checkout and your order ships in plain outer packaging with labels that show only “SBJR LLC”. No collection names, colourway names or imagery appear on boxes, labels or courier paperwork, and customs documents describe goods by type only.

Yes. Checkout asks for the name you go by and, optionally, your pronouns. They are shown to our support team and delivery crew on your order so everyone addresses you correctly.

• Insured delivery for boxed items such as rugs, neon and wheels. 5–10 business days after dispatch.
• White-glove delivery to the room of your choice, with assembly and packaging removal. 2–4 weeks; scheduled in-home delivery with placement and packaging removal.
• Dedicated freight for hot tubs, saunas, ranges and vehicles. 3–6 weeks; curbside freight with scheduled delivery window.

Delivery is priced by road distance from our Pendleton, Oregon warehouse (or by ocean freight for international orders), and import duty, VAT/GST or sales tax, brokerage and insurance are added for your address. Checkout looks these up live and itemises every line before you place your order, and the same lines appear on the invoice we email you.

Orders are dispatched only after payment has been verified. Each product page shows an estimated dispatch or lead time; delivery estimates are estimates, not guarantees, and we will keep you informed of any change. You will receive tracking or a delivery window by email.

Measure doorways, stairwells, lifts and the final placement area. Our team can advise on access before dispatch. Inspect the delivery before signing and note any damage on the paperwork. Full details are in the shipping & delivery policy.

Contact us within 14 days of delivery and we will work with you on a return or exchange. Items must be unused and in original condition, with original packaging where possible. Made-to-order, custom-configured and special-order items, opened mattresses and bedding, and installed appliances are not returnable unless damaged or defective.

We arrange collection. Return delivery costs are deducted from your refund unless the return is due to our error or a defect. Please allow up to 10 business days after we receive the item for your refund, which is issued by bank wire.

Contact us within 48 hours of delivery with photographs and your order number. We will repair, replace or refund at no cost to you. See the returns & refunds policy.

Warranty terms differ by product and are stated on each product page. Where no warranty is shown, no warranty beyond your statutory rights is offered until confirmed in writing. Appliance and fixture warranties are provided by the manufacturer where applicable and shown only once we have verified them.

Contact support with your order number, a description of the issue and photographs. We will advise next steps within two business days. The warranty policy explains what is and is not covered.

Only what is needed to process and support your order: name, contact details, addresses, order history, the payment references you submit and your support conversations. We do not process card payments and never ask for card numbers. Read the privacy policy.

Signed-in customers can update their name, phone number and addresses under My account and change their password at any time. To request a copy or deletion of your personal data, contact support from the email address on your account.

We use strictly necessary cookies for your session and shopping bag only. We do not use third-party advertising cookies.

Every message gets a reference and a confirmation email with a private link. Signed-in customers also see their conversations under My account. You can start a conversation from the support page, by live chat, or by email at support@sbjrpridecollectibles.com.