CUSTOMER SERVICE
Below is a list of frequently asked questions that may assist you. If you cannot find information relevant to your question, please contact store@roddenberry.com.
GENERAL
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Is the Roddenberry family still involved with the company?
Formerly known as Lincoln Enterprises, the Roddenberry family continues to oversee company operations. Eugene "Rod" Roddenberry took over as CEO of Roddenberry Productions in October of 2001.
Do you sell wholesale?
While traditional wholesale accounts are not available, we do offer a bulk purchasing program. Anyone can buy in bulk, with rates discounted after a minimum quantity requirement is met. Customers are eligible for a bulk discount once 10 or more of the same product is purchased. Discount percentages vary from category to category. Please email store@roddenberry.com for more information.
I have a product you should sell, are you interested?
We are always appreciative of fan feedback in regard to our products. However, if you are interested in becoming a Roddenberry vendor, please submit a formal business proposal to store@roddenberry.com.
Does Roddenberry ever have booths at conventions?
Throughout the year, we attend a limited number of events. During these events, we showcase new Roddenberry projects, host special guest appearances, and display a selection of current & future merchandise. To find out more about events we will be attending, please refer to our EVENTS page on Roddenberry.com.
ORDERS
Why can't I put items in my Shopping Cart or get shipping quotes?
If you are having trouble with the shopping cart or shipping preferences, we recommend the following steps:
1. Make sure you are using the most current version of your preferred web browser (Internet Explorer, Safari, Firefox, etc...)
2. Reset your browser (clear cache, cookies, history, etc...)
3. Restart your computer or re-launch your web browser
What payment methods do you accept?
We currently accept the following payment methods: Visa, Master Card, American Express, and PayPal.
How will the charge appear on my credit card?
Once your order has been processed, you will receive a charge from 'DRAGON PRODUCTIONS'. Roddenberry.com is a d.b.a. entity of Dragon Productions.
I don’t have a credit card, can I still order?
Yes, we now accept PayPal as a payment method. Simply select this option upon checkout and you can process your payment using your current PayPal account. *Please note: Orders using PayPal as the payment method will not be processed until payment confirmation is received from PayPal.
How do you ship orders?
Roddenberry.com orders are shipped exclusively using UPS & UPS Mail Innovations (International orders only). Shipping & handling costs have been calculated to provide customers with the lowest rates possible. Shipping & handling charges are meant to cover only the costs incurred by Roddenberry.com to make sure that your orders are received safely and in a timely fashion. For detailed information on UPS & UPS Mail Innovations services, please visit their company websites.
www.ups.com
www.upsmailinnovations.com
Do you ship internationally?
Yes. However, Roddenberry.com takes no responsibility for shipping delays and/or additional costs incurred due to customs fees, tariffs or duty. Orders shipped using UPS Mail Innovations are not insured. Roddenberry.com is not responsible for lost, stolen, misplaced, or otherwise undelivered packages. Please allow 5-15 business days for international delivery.
When will my order ship?
Orders are processed Monday through Friday 9 AM to 12 PM (PST). Orders place outside of these hours may be held until the following business day for processing. All orders placed on weekends, holidays, or after hours will not be processed until the following business day (bank holidays excluded). Please note these guidelines when choosing your shipping preference.
Where is my order?
Once an order is shipped, all customers will receive a tracking number via UPS Quantum View Notification. If you do not receive this email, make sure that your junk mail filters are set appropriately and that your Roddenberry customer profile is up to date with your preferred email account.
Can I return or exchange merchandise?
Yes. Within 30 days of receiving the merchandise and returning it to Roddenberry.com, we will refund your purchase, less shipping charges. Within 60 days, we will be happy to exchange or give a store credit. All sales are final on discounted items due to a sale or promotion.
Why can’t I find the item I am looking for?
The company is over 30 years old and has had offered many different products. Roddenberry.com shows our entire, up to date, inventory. However, if you are looking for something specific, please contact store@roddenberry.com.
