FAQ

MY ACCOUNT

  • I'm having trouble registering, what can I do?

Contact us and we will try to assist you step by step, but first we have some tricks for you.

Be sure not to leave spaces at either the beginning or end of each registration field. In addition, do not fill in the fields with the suggested auto-fill but by writing letter by letter.

  • I am trying to complete an order but it tells me the email is invalid, what can I do?

If you have not yet registered, be sure to enter your information by clicking REGISTER NOW and not LOG IN.

If you think you have registered with the company vat number before but used a different email, please contact us so we can resolve because remember: one vat number CANNOT be registered with two different emails just as the same email CANNOT be used to register two different vat numbers.

  • What are the benefits for registered users?

There are many! Among many certainly the possibility to use the wishlist, request quotes for large quantities, receive dedicated discount codes, view the history of your orders, be able to buy selected products discounted by quantity, access the loyalty program by accumulating discounts and much more.

  • I can no longer remember my password, how do I retrieve it?

Just click on 'reset password' when you log in to receive an email and be able to update it. However, if the email doesn't reach you, don't worry: check the SPAM folder, sometimes emails accidentally end up there. If it wasn't even in that folder, then give us a call and we'll make sure to generate a new password for you remotely, which you'll receive by email and which you'll have to use for your first log-in and then change at your convenience.

Remember, though: if you have never registered, you should not click on LOG IN or RECOVER PASSWORD but on REGISTER, to enter all your information.

  • I had registered in the past with my email and the name of a company I no longer work for but now it won't let me use the same email for a new account, what can I do?

In general, our advice is never to use your personal email to register with a company, precisely to avoid having problems in the future. In fact, our system does not allow registration with the same email for two different accounts, so trying to register again will give you an error. DON'T WORRY! Call us at 0523-509561 and we will help you solve it!

ORDERS, RETURNS AND REFUNDS

  • How much is the shipping cost?

From 0 to 299.99€ cost 5.50€, from 300 to 799.99€ cost 9.50€, from 800€ cost 19.50€.

PLEASE NOTE: these costs refer only to the Italian territory.

For shipments to all EU countries (with the exception of the Canary Islands), the costs are:

0 to 99.99€: 25€

from 100 to 499.99€: 50€

500€ and up: 100€

  • Can I make a cart without logging in and then come back later to complete the order?

Unfortunately, if you create a shopping cart without logging in first but only as a guest, all products entered will be removed at the end of the session.

  • How quickly will I receive my order?

Orders are shipped the day after they are received (e.g., if placed on Monday they will be shipped on Tuesday, if placed on Friday instead they will be shipped on Monday) if ALL merchandise is available. Transit times range from 2 to 5 working days and the status of the delivery can be monitored thanks to the tracking that arrives via email the same day of shipment.

WARNING: these times refer to shipments within the Italian territory, while for foreign shipments times may vary, lengthening by a few days.

PLEASENOTE: Should the courier company experience problems such as internal strikes, limitations due to logistical slowdowns or natural disasters, RG is not responsible for any delays in delivery.

  • What does Available to order mean : expected delivery between 15 and 20 days?

It means that product is not physically in our warehouse but once your online order is completed, we will order it from the supplier so that it can be shipped within the specified time.

PLEASENOTE: RGmania is a distributor that purchases products in its assortment from about 150 different suppliers, so the time is approximate. Normally the indicated time is less, in rarer cases more days are needed, but we try to indicate as truthful a timeline as possible so as not to disappoint you 😊

  • I found the product I'm interested in but it won't let me add it to my cart, how can I do that?

If you can't add the product to your cart it's because it's currently not only out of stock but we also have no idea when it will be back in stock so the only option is to click on the NOTICE ME WHEN AVAILABLE button by entering your email, so that you will be notified if and when it becomes available again.

  • I entered a product that was available but in the shopping cart I found it on backorder, how come?

This happens when the quantity entered is greater than what is in stock. Suppose you saw in the product sheet of a jigger that it was in stock but of which we only have 8 pieces in stock. If you entered 10 in your cart, then it will show up on backorder when you check out.

  • I placed an order but realized I forgot one or more products-how can I add them without paying shipping charges again?


Simply proceed with a new online order, choosing 'COLLECT AT HOLDING' as an option at check out so that shipping charges are not applied. Then add in the text field NOTES 'Addition to order number [previous order number]' so that the two orders can be merged.

PLEASE NOTE: You must make the addition no later than midnight of the same day the order is received.

  • The product I received arrived damaged, what should I do?

Don't worry! Be sure to take all the photos and send them as proof to info@rgmania.com, indicating the order number, and we will help you solve it. The important thing is that you do this within 15 days of receiving your order.

PLEASE NOTE: We will resend the broken or damaged item a second time, but if the second one is also found to be broken or damaged, we will no longer ship it but issue a refund equal to the value of the item.

PLEASE NOTE: for broken/damaged merchandise outside of Italy, we will NOT send replacement merchandise but will only issue the refund relative to the value of the item.

  • I received the order but noticed that an item is missing, what should I do?

Write to us at info@rgmania.com, indicating the order number, and we will have our warehouse staff check so we can give you accurate feedback. The important thing is that you do this within 15 days of receiving your order.

  • I received the goods but they do not meet my expectations, what can I do?

Write to us at info@rgmania.com within 14 business days of receiving your order, indicating your order number and which products you wish to return (code and quantity), then pack everything in the original packaging and return it to our office at: RG COMMERCIALE SRL, Via Emilia 43, Fontana Fredda di Cadeo, ZIP code 29010 (PC). Once we have received the package and verified the integrity of the goods, we will issue the relevant refund directly to the credit card or Paypal account on which the payment was backed. In the event that you have paid by bank transfer, we will send you an email to know the IBAN on which to issue the refund. PLEASE NOTE: If one or more products reach us broken and/or damaged, we will not be able to refund them.

  • When will I receive my refund?

As stated in the answer to the previous question(I received the goods but they do not meet my expectations, what can I do?), we must wait for the goods to be returned to our warehouse and their integrity attested before issuing a refund. At that point, if the refund was issued on the credit card, you will see the refund on the next month's statement, whereas if we have to issue the refund via iban, it will take 2-3 business days.

WARNING: these directions are generic, it may be that your bank has different time frames so please contact them to ascertain.

  • I have made a return, can I request to keep the credit open to place a new order?

Due to administrative issues, refunds on returns must be handled separately from new orders, so this is not possible.

  • What payment methods do you accept?

Credit card, paypal and bank transfer in advance, but NOT cash on delivery.

  • Do you installment payments?

We rely on a paypal service - for platform members only - through which you can installment payments up to a maximum of 3 installments, for amounts from 30€ up to a maximum of 2000€.

  • How can I get a coupon?

If you are not yet registered, sign up for the site and the newsletter to immediately get a €10 discount voucher on a minimum order of €100.

If you are registered, you will then receive a discount code to use for a limited time in your birthday week and additional offers and discounts through flash promos throughout the year.

  • Where should I enter the promo code?

At the time of shopping cart you will find the string PROMOTIONAL CODE in which to copy the code.

  • I would like to place a very large order, would it be possible to receive a custom quote?

Sure! Instead of placing products in the shopping cart you can enter them into the online quote by clicking under 'Add to Quote' found within each product tab. If you add at least 100 pieces of a single product to your quote or reach a value of at least €1,000, then you will be able to submit the request. If, on the other hand, your product list does not reach these minimum thresholds then the price you see online applies.

Once you have collected all the products you are interested in in the quote, send the request and wait for our email in which we will attach the quote, which is a non-binding document that you can decide whether or not to confirm.

PLEASE NOTE: the discount will be applied only if we can. In addition to the total order, we will also add the shipping cost.

PLEASE NOTE: If the order you have approved by quote is such that we will have to send it on a pallet, we will calculate the related shipping cost for you. Should the pallet go into storage, we will charge you the cost of storage from the second failed attempt or any change of address after the goods have been sent. To make delivery as smooth as possible, please let us know if your business is in a ZTL area or if you will need to receive delivery on a floor other than the ground floor.

  • I found a product in the Sales or Outlet section that I would like to purchase in larger quantities than are available, how can I do this?

If the supplier we purchase it from still has it available, we can arrange to reorder it but at full price and not at the discounted price listed online.

  • I would like to purchase a product but it won't let me add it to cart, how can I do that?

Products that are out of stock and we don't know when they will be restocked cannot be added to your cart, but we recommend that you click on the Notify me when available so that by entering your email, you will be notified in real time if and when it will be back in stock.

  • How can orders be placed?

We only accept orders through rgmania.com. WE DO NOT ACCEPT ORDERS VIA WHATSAPP, SOCIAL OR PHONE.

SHIPPING

  • How do I know where my order is?

On the day your order leaves you will receive an email with a link that will allow you to track your order.

  • Once the order is placed, how long will it take to be delivered?

In the event that all of the products ordered are in stock, and therefore do not carry the words Available to order: expected delivery between 15 and 20 days, they will be processed the day after they are received (for example, if you place your order by midnight on Monday, your order will be processed on Tuesday). From the time the order leaves our warehouse, the express couriers we use will deliver the order between 2 and 5 business days.

PLEASENOTE: It may happen that during periods such as Christmas and Black Friday, deliveries are delayed. If, on the other hand, you have placed products to order, then read the answer to the next question(I placed and paid for an order but when I received the package, the order was not complete, what can I do?).

PLEASE NOTE: these times refer to the Italian territory only. Orders sent outside Italy always take more days to arrive.

  • I placed and paid for an order but when I received the package, the order was not complete, what can I do?

If your order included only products that were immediately available, then please see the answer to the question I received my order but I noticed an item was missing, what should I do?

If, on the other hand, you placed an order that included both immediately available products and products available to order with expected delivery between 15 and 20 business days, then we will wait for all the goods to arrive so that we can make one complete shipment. However, if you have an urgent need for products, please contact us! We will undertake an initial partial shipment and a subsequent shipment with the missing items at our expense. Please note that, in this case, the invoice or receipt will be for the goods sent only, while with the next shipment you will receive a new tax document, this is because we invoice only the goods sent with the corresponding shipment.

  • I would like to place an order with overseas shipment, how can I do it?

You can finalize the order directly from the website, indicating as billing and/or shipping address the foreign one.

At the time of payment, if the order is to be shipped to all EU countries (with the exception of the Canary Islands), shipping charges will be automatically calculated and applied. Accepted payments are bank transfer in advance, credit card or paypal. For all other orders placed from different countries. the only option available will be 'Payment for foreign users', this means that no payment will be required but you will receive an order confirmation via email WITHOUT shipping charges. We will calculate them and then resend you a confirmation in which they are included. If you decide to accept our quotation, you can then proceed with the balance of the order by bank transfer.

PLEASE NOTE: shipping charges DO NOT include any customs clearance charges in case the country of destination imposes them.

Please note that in case of breakage in orders shipped abroad, we will NOT send the replacement part but we will refund it by asking you for the IBAN on which to make the credit.