Service Request Agreement – Exceed Designs

Exceed Designs Service Center, operated by RIVITON LLC
Last updated: October 25, 2026

This agreement applies every time you submit a request to our Service Center, whether for a warranty claim, a paid repair, custom work, a replacement, a return or an exchange. You accept it when you submit your request. It works together with our Terms and Conditions, Return and Refund Policy and Privacy Policy. If anything here conflicts with those documents, this agreement controls for your service request.

1. Who can use the Service Center

You need an account on exceeddesigns.com and must be signed in to submit a request.
We service products bought on exceeddesigns.com or on Amazon, and products received as gifts. Returns and exchanges are only for exceeddesigns.com orders; Amazon returns go through Amazon.
Products bought from a dealer or another store are serviced through that dealer.
You must be 18 or older to send us a knife, blade, hatchet or other edged tool.

2. Wait for approval before you ship

Submitting a request gives you a case number (for example SC-100123). Do not ship anything until we approve the request. We aim to reply within 1-2 business days. Items sent without an approved request may be delayed or returned at your cost.

3. The printed packing slip (traveler) is required

When we approve your request, we email you a packing slip (also called a traveler) with your case number, barcode and QR code.

Print the packing slip and put it inside the box with your item. Write the case number on the outside of the box as well.
If your item arrives without the printed packing slip, your service request is void. We may not be able to tell whose item it is or what work was requested. We will try to identify it and contact you, and may hold it for up to 30 days. After that we may treat it as unclaimed (see section 10). If we do identify it, we may ask you to submit a new request and pay any shipping again.

4. Packing and what to send

Send only the product. Keep sheaths, boxes, lanyards and spare parts at home unless we ask for them. We are not responsible for extra items sent without our request.
Remove the battery from any flashlight before shipping. Loose lithium cells must never be mailed to us.
Pack the item securely so it cannot move or cut through the packaging. Cover or close every blade.
Remove any personal items, engravings you don't want touched, or attachments you want to keep.

5. Shipping: you pay both ways, up front

Warranty repairs: the labour is free. You pay shipping both ways. For a US address this is $5.99 each way: $11.98 when we provide a prepaid label to send your item in, or only the $5.99 return postage if you ship it to us yourself.
Paid repairs, custom work and replacements: you pay for the work and shipping both ways at the rates on your quote.
Wrong item or defective on arrival: shipping is free both ways.
Shipping is paid up front, before we ship your item back.
Outside the US: we can't issue prepaid labels. Ship to us with any tracked service at your cost; return postage is charged at the international rate on your quote. You pay any duties or customs charges in your country, and the Terms and Conditions rules for international orders apply to the return trip. As with new international orders, we return a knife without its blade and a flashlight without its battery.

6. Inspection, diagnosis and what we decide

When your item arrives, we inspect it and decide whether the problem is a manufacturing defect covered by our Limited Lifetime Warranty or something else.

Covered by warranty: we repair it, replace parts, or replace the product, at our choice. If we can't repair or directly replace it, we may offer Exceed Designs store credit equal to the product's value instead.
Not covered: we send you a quote for the repair or replacement, using the prices on our current Service Request price list. Nothing chargeable is done until you approve and pay the quote.
Quotes are valid for 14 days. If you decline a quote or let it expire, we send your item back unrepaired once return postage is paid.
Our call on coverage. We decide in good faith whether a problem is a defect or something the warranty doesn't cover. If you disagree, reply on your case and we will review it.
We may use new or equivalent-to-new parts, and parts may differ slightly in finish or colour from the originals. Parts we replace become our property unless you ask for them back before we start work.

7. What the warranty does not cover

The free warranty labour does not cover:

blades and other consumable parts, including replacement blades;
normal wear and tear, including wear at the lock position, the lockbar insert, finish and coating wear, scratches and patina;
damage from misuse, abuse, accidents, prying, throwing, or tasks the product was not designed for;
products that have been modified, re-ground, disassembled beyond our instructions, or fitted with parts that are not ours;
flashlight batteries (a battery that is defective on arrival is handled under our Return and Refund Policy);
damage caused by poor packaging on the way to us;
loss or theft; and
models we no longer support.

We may still be able to fix these as a paid repair.

8. Timing

Most repairs leave our shop within 5-7 business days after your item arrives. This is our best estimate, not a guarantee. Parts shortages, busy periods and custom work can take longer, and we will keep your case page updated.

9. Your item in transit and in our care

On the way to us: the item is at your risk until we receive it. Use a tracked service and consider insurance for valuable items. If you use our prepaid label, we will help with any carrier claim, but we are not responsible for loss or damage caused by the carrier.
In our shop: we take reasonable care of your item. If it is lost or damaged while in our care through our fault, we will repair it, replace it with an equivalent product, or give you store credit or a refund up to its current value.
On the way back: once we hand your item to the carrier, risk passes to you. If it is lost or arrives damaged, contact us and we will help with the carrier claim. Return shipments are not insured.

10. Unclaimed items

If you don't pay a quote or return postage, don't respond to our messages, or your item arrives without a packing slip and we can't identify you, we will try to contact you using the email on your case. If an item remains unclaimed 90 days after our last attempt to reach you, we may treat it as abandoned and recycle, dispose of or keep it, to the extent the law allows.

11. Safety and assumption of risk

Serviced products come back sharp, tight and ready to use. Handle them with the same care as a new product, and open the package carefully.
Inspect the item when it arrives and before you use it. If anything seems wrong, stop using it and contact us.
The safety, assumption-of-risk, limitation-of-liability and indemnity sections of our Terms and Conditions apply to every serviced, repaired or replaced product.
If you install parts or accessories yourself, you do so at your own risk. Damage caused by self-installation is not covered by the warranty.

12. Payments, cancellations and refunds

Quotes are paid by card through our checkout.
You can cancel your request before your item ships to us. Unused prepaid labels are voided, and anything you paid for the request is refunded.
If we decline a request, we refund anything you paid for it.
Once a label has been used, its cost is not refundable.

13. Photos and information

The photos and details you send are used to handle your request. Photos are deleted 12 months after your case closes. See our Privacy Policy.

14. Conduct

Our customer conduct policy in the Terms and Conditions applies to Service Center requests and messages.

15. Contact

Questions about a request: reply on your case page, or email Orders@ExceedDesigns.com.
Ship to (only after approval, with your printed packing slip inside):
Exceed Designs Service Center, ATTN: SERVICE, 1108 N 9th Ave, Walla Walla, WA 99362, United States