1. Our commitment and coverage

The RPM Buyer Guarantee sets clearer preparation timelines and provides store credit when a covered Jade item takes longer than promised to be prepared for dispatch.

The Guarantee applies to all past and future Jade orders, including regular orders and preorders, for both direct-to-consumer (DTC) and wholesale customers. A past or future order is assessed using the applicable timing rule and the item's preparation date. The order's age or Shopify status alone does not determine whether credit is due; each item must reach a qualifying delay tier.

Demo paddles are excluded from credit whether free or paid. If an order includes a demo paddle, it still counts toward the order-level fulfillment requirement before we issue a combined credit for the order.

During the Jade phase, non-Jade products do not earn Buyer Guarantee credit, even when they are in the same order. RPM plans to launch a broader, forward-looking guarantee for regular orders and preorders across all products before December 31, 2026. We will publish that program's start date and terms before it begins.

Past orders and already-fulfilled items

Past Jade orders are assessed using the same item-level rules as other covered orders. We compare each item's assigned Day 1 with its recorded preparation date. An item prepared on or before Day 14 earns no credit; time does not keep accruing after the item is prepared. An item prepared on Day 15 or later may qualify for the applicable channel's credit tier. An order that is already fully fulfilled has met the order-level fulfillment condition; any credit due is assessed from available order and warehouse records.

2. Items, quantities, and mixed orders

We assess each eligible Jade item separately. If only some items or units in an order qualify, the credit is calculated only on those items or units. An order may contain a mix of eligible Jade products, non-Jade products, demo paddles, regular items, and preorders.

Non-Jade items and demo paddles do not earn credit under the Jade phase, but every item still in the order—including those products—must be marked fulfilled in Shopify before we issue one combined credit. Canceled or refunded items or quantities are handled under Section 9.

3. How we count days

We count calendar days using the Shopify store's America/Chicago time zone, including applicable daylight-saving or standard time. The Day 0 date is not counted; the next local calendar date is Day 1.

• Regular orders: The local calendar date on which payment is recorded is Day 0. The following calendar date is Day 1.
• New preorders: The committed start-ship date communicated when the preorder is placed is Day 0. The following calendar date is Day 1. A later change to an estimated or committed ship date does not restart or extend the clock.
• Existing Jade preorders in the transition cohorts below: We assign Day 1 from the actual payment date recorded for the preorder. The assigned date itself is Day 1, not Day 0. Use the payment date, not the order-created or checkout date. A later ship-date update does not reset the assigned Day 1.

For a regular order paid on Monday, for example, Tuesday is Day 1. For an existing Jade preorder with an assigned Day 1 of October 1, October 1 is Day 1.

Assigned Day 1 for existing Jade preorder cohorts

Find the payment-date cohort below. Ranges are inclusive; the first no-credit date is Day 1. Unmarked dates are 2026. Apply the DTC or wholesale schedule in Sections 5–6.

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

If a preorder is not covered by the transition table, we use the committed start-ship date communicated when the preorder was placed, unless Customer Service must review missing or conflicting records.

4. What “prepared for dispatch” means

An item is considered prepared for dispatch when warehouse processing and packaging are complete and a shipping label has been created for that item in Shopify. The Shopify preparation/label-created date is used to determine the credit tier.

This is a warehouse-preparation milestone. It does not mean that the carrier has scanned or taken possession of the parcel, and it is not a delivery estimate. Carrier transit, customs processing, and delivery time are not used to calculate standard credit.

If you believe an item's preparation date or credit calculation is wrong, contact Customer Service. We will review the available order and warehouse records case by case. Carrier-scan data may be considered if available, but it is not the standard measure of preparation.

5. DTC Buyer Guarantee schedule

This schedule applies to eligible Jade items in DTC orders. The percentage is the total credit for the applicable tier; the tiers do not stack.

Day	DTC credit
1–14	No credit
15–21	10%
22+	20% max

DTC example: If the net product amount paid for an eligible item is USD 230, a 10% credit is USD 23 and a 20% credit is USD 46.

6. Wholesale Buyer Guarantee schedule

This schedule applies to eligible Jade items in wholesale orders, except wholesale orders placed on payment terms, which are reviewed individually under Section 10. The percentage is the total credit for the applicable tier; the tiers do not stack.

Day	Wholesale credit
1–14	No credit
15–21	2%
22+	4% max

Wholesale example: If the net product amount paid for an eligible item is USD 135, a 2% credit is USD 2.70 and a 4% credit is USD 5.40.

7. How credit is calculated

We calculate credit separately for each qualifying Jade item or quantity using the net product amount actually paid for that item or quantity, after discounts. Shipping charges, sales tax, and import taxes are excluded.

If only part of a quantity qualifies, only the net amount paid for that quantity is used. The credit is issued in the currency in which the customer paid and rounded to the nearest cent or the smallest applicable unit of that currency.

The examples in Sections 5 and 6 are illustrative. Actual credit depends on the net product amount paid for the qualifying item or quantity.

8. When we issue store credit

We assess eligible items individually, but we do not issue a separate credit each time an item or shipment is fulfilled. We combine the eligible item-level amounts and issue one store credit for the order after Shopify shows every item still in the order as fulfilled.

This whole-order requirement includes non-Jade items and demo paddles, even though they do not earn credit under the Jade phase. Canceled or refunded items are handled under Section 9. Delivery is not required: we do not wait for a carrier scan, customs clearance, or delivery to issue the credit.

If an order was already fully fulfilled when its records are reviewed, the fulfillment condition is already met. We then assess the item-level preparation dates and issue one combined credit if the records show that credit is due.

9. Cancellations, refunds, returns, and undelivered parcels

An item or quantity canceled or refunded before the combined order credit is issued is excluded from the credit calculation.

The existing cancellation policy remains unchanged:

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. Its preparation milestone is used to calculate delay credit; it does not guarantee that a cancellation request will be accepted.

If an item is returned or refunded after the combined credit has been issued, the credit is not automatically reversed. Customer Service will review the circumstances case by case, subject to applicable law. If Shopify shows the order as fulfilled but a parcel is reported lost or undelivered, contact Customer Service for an individual review. Delivery is not a condition of standard credit issuance.

Nothing in these terms limits any refund, cancellation right, or other remedy required by applicable law.

10. Using and expiry of store credit; exceptions

The standard benefit under this Guarantee is store credit, not a cash refund, except where applicable law requires a refund or another remedy. There is no minimum purchase requirement to use store credit. Store credit may be combined with promotional codes and is issued in the currency in which the customer paid.

Store credit expires one year after the date it is issued, except where applicable law requires a longer validity period or does not permit expiry. Credit issuance and redemption are subject to the customer's Shopify store-credit account and any applicable platform requirements. Wholesale issuance and redemption mechanics must be confirmed before publication.

Wholesale orders placed on payment terms do not automatically follow the standard day-count schedule. For an individual review or questions about a wholesale order or credit, email wholesale@rpmpb.com. For missing or unclear paid dates, preorder commitments, preparation records, or item status, contact Customer Service at support@rpmpb.com.

11. Other policies and legal rights

The Buyer Guarantee supplements RPM's other policies. If a provision of these terms conflicts with a customer right or remedy that cannot be waived under applicable law, the legal requirement takes precedence. The Guarantee does not replace any legally required refund or other remedy.