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FAQ

Frequently Asked Questions

     How do I log in? 
     Click the LOGIN button on the top right hand corner of the site. You will use your EMAIL ADDRESS and a  
     Password that you can change. Customers that have not registered on the site simply click the
     “Register” button on the home page and you will be directed to a short registration page. After filling out all the
     required text boxes, you will be ready to start shopping!

What do I do if I forget my password?
Click Here and follow the on screen instructions.

How do I place an order?
To make a selection, choose the quantity, size, color (where applicable) and click on the 'Add to Cart' button. The items selected will then be added to your virtual shopping cart. To view the contents of your shopping cart, review totals, and/or remove items click on the 'View Cart'.

When you're done shopping, click on the 'Checkout' link below your shopping cart located on the bottom left part of your screen. You will then be directed to a secured server where you will be required to confirm your billing, shipping and payment information.

How do I pay for my order?
Once you are ready to complete your purchase, payment can be made by credit card (Visa, MasterCard & American Express).

Can I ship to my P.O. Box?
For tracking purposes, our fulfillment company only ships via UPS . UPS cannot ship to a P.O. Box.

     Can I choose Will Call?
     Unfortunately, Will Call is not an available shipping option. 
 
     When will my order ship?
     All orders will be processed within 24 to 48 hours of receipt. Orders placed prior to 2pm PST, Monday-Friday,
     will be shipped within two business days. Orders placed after 2pm PST, Monday-Friday, will be shipped within
     three business days. Special rush requests will be accommodated, if possible. To place a request, please send an
     email to:  JAGEXCS@sunriseid.com

How do I check the status of my order? 
Please go to: (Site Homepage)

You can see your order status and or you’re tracking information if your order has shipped. Upon shipping, you will also receive an automated email confirmation with the tracking details of your order.

     What if I receive a damaged item?
     Please contact customer service right away if you have received a damaged item at: jagexcs@sunriseid.com
 
     How do I return/exchange an item?
     Please complete the RMA (Return Merchandise Authorization) Form: RMA Form
     If you do not have Adobe reader you can obtain that at: Adobe Readerll shipping charges
     on exchanged/returned merchandise is the responsibility of the customer.

Will I be charged tax?
Sunrise Identity is required by law to collect applicable state sales tax within the US on purchases sent to the following states:

  • Washington
  • California
  • Tennessee
     International orders?  
     While we try to make this the best shopping experience possible, for all customers, International Orders are
     subject to additional fees/taxes/tariffs/duty and brokerage fees that are not covered.  Therefore, all international
     shoppers/recipients are responsible for any/all taxes, duties and or brokerage fees that may be imposed by your
     country and or associated with your order. For orders shipping to the United Kingdom and the European
     Union, your order will need to be placed on the European site.  To access this site, please click here.
 
     Can I order products from the other site to ship to me?
     Not at this time.  Currently stores can ship only to the countries they are designated to service.  The complexities
     of international shipping and taxes makes this an unpleasant process for everyone and we want you to pay the
     lowest fees possible.
 
     What if I want to order something for another person that lives in Europe but I live in Toledo, OH?
     Good idea and they'll love you.  Shop at the store that services the addressee (recipient), in this case the
     Europe store.

Why don't the stores offer exactly the same product?
In order to make sure that the shipping and production costs stay as low as possible, the Jagex store now operates from two regions.  As a result, some items may be a little different, depending on the store you visit.  As time goes on, we will work to make sure that more and more products will be identical on both store sites.

 
     Can I place a phone order?
     Due to the volume of orders and potential credit card related liability issues, we are unable to process phone
     orders.
 
     Promotional code rules:
  • Depending on the promotion, some promotional codes may be used only once.
  • There is a limit of one offer per household.
  • The offer may not be used to pay for certain items or for shipping and handling charges.
  • If your promotional offer has a minimum purchase requirement, any taxes and shipping and handling charges will not apply toward the minimum purchase requirement.
  • Some promotional offers may not be combined with other offers in the same order.  Generally only one promotional claim code may be used per order.
  • Each offer expires on the date specified in the offer.
  • The offer may not be resold and it is not redeemable for cash.
  • The offer cannot be applied to previous orders already placed on the web-site.
  • If you return items purchased using a promotional code, you will not receive a refund for the amount of the offer.
  • If and when you redeem an offer, we can determine if you are part of a selected group of customers.  For more information about data we collect from our customers, read our  privacy policy.
  • We reserve the right to discontinue a coupon or promotional discount code at any time.
  • Promotional discounts are only redeemable on items available on the website at the time a customer attempts to use a valid promotional discount code.
  • Promotional discounts may not be redeemable in respect of certain items, if indicated.