RPM Buyer Guarantee
Our commitment to you
We know a late order can disrupt your plans. Our updates haven’t always made it clear what to expect, and we want to do better. The RPM Buyer Guarantee sets clearer preparation timelines and provides store credit when an eligible item takes longer than promised.
Which orders are covered?
The current Guarantee applies to all past and future Jade orders, including regular orders and preorders. The DTC and wholesale credit schedules are different; see the section that applies to your order. Demo paddles are excluded from credit, whether free or paid. Other products do not earn credit under the Jade phase. We plan to launch a broader program for all products before the end of 2026 and will share its terms before it begins.
Are demo paddles covered?
No. Demo paddles never qualify for credit, whether they are free or paid. If your order includes a demo paddle, it still needs to be marked fulfilled in Shopify before we issue the combined credit for your order.
DTC orders: how much store credit can I receive?
For eligible Jade items in a DTC order, we use this schedule:
| Day | DTC credit |
|---|---|
| 1–14 | No credit |
| 15–21 | 10% |
| 22+ | 20% max |
The percentage is the total credit for that delay period; the tiers do not stack.
DTC example: If the net product amount you paid for an eligible item is USD 230, a 10% credit is USD 23. If it reaches Day 22 or later before it is prepared, the 20% credit is USD 46.
Wholesale orders: how much store credit can I receive?
For eligible Jade items in a wholesale order, we use this schedule:
| Day | Wholesale credit |
|---|---|
| 1–14 | No credit |
| 15–21 | 2% |
| 22+ | 4% max |
The percentage is the total credit for that delay period; the tiers do not stack.
Wholesale example: If the net product amount you paid for an eligible item is USD 135, a 2% credit is USD 2.70. If it reaches Day 22 or later before it is prepared, the 4% credit is USD 5.40.
Wholesale orders placed on payment terms need individual review rather than the standard day-count schedule. For help with a wholesale order or credit, email wholesale@rpmpb.com.
How do you calculate store credit?
For either channel, we calculate credit on the net product price actually paid for the eligible item or quantity, after discounts. Shipping charges, sales tax, and import taxes are not included. If only some items or units qualify, the credit is based only on those items or units. We issue credit in the currency you paid and round to the nearest cent or the smallest unit of that currency.
Do past orders automatically receive credit?
No. The Guarantee applies to past Jade orders, but an order does not receive credit just because it is old or already fulfilled. We compare the applicable Day 1 with each item's recorded preparation date. Items prepared on or before Day 14 earn no credit; items prepared on Day 15 or later may qualify for the applicable DTC or wholesale tier. Time does not keep accruing after an item is prepared.
When does the clock start?
We count calendar days using the Shopify store's America/Chicago time zone. Day 0 is not counted; the next local calendar date is Day 1.
- Regular orders: The date your payment is recorded is Day 0; the next calendar date is Day 1.
- New preorders: The committed start-ship date we gave you when you placed the preorder is Day 0; the next calendar date is Day 1. Later date changes do not restart the clock.
- Existing Jade preorders in the transition: We use the actual date payment was recorded—not the date the order was created—to assign Day 1. The assigned date itself is Day 1.
What is the assigned Day 1 for an existing Jade preorder?
Find the payment-date cohort below. Ranges are inclusive; the first no-credit date is Day 1. Unmarked dates are 2026. Use the DTC or wholesale schedule above.
| Payment date (2026) | No credit | Days 15–21 | Day 22+ |
|---|---|---|---|
| Before Sep 1 | Oct 1–14 | Oct 15–21 | From Oct 22 |
| Sep 1–7 | Oct 7–20 | Oct 21–27 | From Oct 28 |
| Sep 8–14 | Oct 14–27 | Oct 28–Nov 3 | From Nov 4 |
| Sep 15–21 | Oct 21–Nov 3 | Nov 4–10 | From Nov 11 |
| Sep 22–28 | Oct 28–Nov 10 | Nov 11–17 | From Nov 18 |
| Sep 29–Oct 5 | Nov 4–17 | Nov 18–24 | From Nov 25 |
| Oct 6–12 | Nov 11–24 | Nov 25–Dec 1 | From Dec 2 |
| Oct 13–19 | Nov 18–Dec 1 | Dec 2–8 | From Dec 9 |
| Oct 20–26 | Nov 25–Dec 8 | Dec 9–15 | From Dec 16 |
| Oct 27–Nov 2 | Dec 2–15 | Dec 16–22 | From Dec 23 |
| Nov 3–9 | Dec 9–22 | Dec 23–29 | From Dec 30 |
| Nov 10–16 | Dec 16–29 | Dec 30–Jan 5, 2027 | From Jan 6, 2027 |
| Nov 17–23 | Dec 23, 2026–Jan 5, 2027 | Jan 6–12, 2027 | From Jan 13, 2027 |
| Nov 24–30 | Dec 30, 2026–Jan 12, 2027 | Jan 13–19, 2027 | From Jan 20, 2027 |
What does “prepared” mean? Do you use the carrier's first scan or delivery date?
We consider an item prepared when warehouse processing and packaging are complete and a shipping label has been created for it in Shopify. That date determines the credit tier. It is not the carrier's first scan or delivery date. Carrier transit, customs, and delivery happen later and are not used to calculate standard credit. If you think our order or preparation records are wrong, contact us so we can review them.
What if my order has several items, or only some qualify?
We check eligible Jade items separately. If some items qualify and others do not, we calculate credit only for the qualifying items. We then combine the item-level amounts into one store credit for the order. We issue it after Shopify shows every item still in your order as fulfilled, including items that do not qualify for credit and demo paddles. You do not have to wait for delivery.
What if I cancel an item or receive a refund before the credit is issued?
An item canceled or refunded before we issue the combined credit will not count toward the credit. Our regular cancellation policy remains in place:
If your order has not yet shipped, cancellation can be requested and reviewed against the current fulfillment status, but it is not guaranteed once processing has started.
The Buyer Guarantee does not change that policy.
What if I return an item, receive a refund, or my package is lost after credit is issued?
Please contact Customer Service so we can review what happened. We do not automatically remove an issued credit; later returns, refunds, or missing-package cases are reviewed individually, subject to applicable law. The Guarantee does not limit any refund or other remedy required by law.
How can I use store credit?
There is no minimum purchase. You can use store credit with promotional codes. It is issued in the currency you paid in and expires one year after it is issued, except where applicable law requires otherwise.
What if I think a credit is missing or an order detail is wrong?
For wholesale order or credit questions, email wholesale@rpmpb.com. For other questions, contact support@rpmpb.com with your order number and the item you are asking about. We will review the available information and get back to you.
For complete details on eligibility, credit calculations, and program conditions, please read the RPM Buyer Guarantee Full Terms and Conditions.