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Frequently Asked Questions

Phone Support

Support Phone

844-627-5381

Check most frequently asked questions here, if you still need help then please contact us at customerservice@ravenox.com.

Shipping

Shipping fees are visible in your cart prior to finalizing the payment. If you decide not to place an order, change the quantity of your order to zero and exit out of your cart. Your method of payment will not be charged if you do not select the payment link.

We work diligently to ensure that your order is shipped within 72 hours provided there is not an extended wait time listed on our website on the item page.

Ravenox will ship orders to customers in the United States, US Protectorates and the US Military using APO & FPO addresses.  

The following are estimated times depending on where orders are being sent (this list is an estimate and certain states, US Protectorates, or otherwise may still have slightly different ship times and fees):

CONTINENTAL UNITED STATES

  • Standard shipping (3-11 Days)

ALASKA AND HAWAII

  • Standard Shipping (5-15 Days)

US PROTECTORATES

  • Standard Shipping (5-15 Days)

APO & FPO

  • Standard Shipping (18-32 Days)

Please note: We try to ship within 72 hours after an order is placed.  However, ship times may be affected by longer lead times.  We try to keep you updated when a specific product has a longer lead time by making a note on the website.  

For more details about shipping please check out our Shipping Information – Ravenox

Unfortunately, if the order has already shipped, we are unable to cancel it. You may return merchandise purchased within 30-days of the original ship date. The merchandise total, plus any applicable sales tax paid will be refunded.

If you return any part of an order that was part of a promotion, your refund may be reduced. Please use "standard ground shipping" when returning items. Reimbursement will be made at this rate only. Please allow up to two billing cycles for the return credit to show on your credit card or other method of payment. Once your package is received, you may begin the return process by clicking here.  Enter your order number and zip code, then select "Look Up Order" and follow instructions provided. 

Complete return details can be viewed on our Return/Refund Policy.  

Please note that we do not currently offer international shipping. A US "freight forwarder" company would need to be used for shipping to your destination.

Register for a US shipping address by following this link www.myus.com. After registration is completed, orders may be placed directly through Ravenox's website. Please note that we are not affiliated with, or guarantee the services of, any particular freight forwarding company and can only give recommendations based on what our previous customers have used in the past.

We see an increase in delays during the holiday season. It takes much longer for packages to be scanned and processed due to the high volume of packages handled.  It is stated that UPS and USPS along with other carriers are experiencing extreme increases in the volume of packages due to pandemic restrictions, along with staff shortages due to COVID-19.  There have been times where tracking information is not updated when packages are picked up from our warehouse or before they are actually delivered.  

Using your tracking number that is emailed to you when a package is shipped you can go to the carrier’s site and track the package.  Please note that due to the occurrences of packages being scanned or not being scanned by the carriers you should give the package a couple of days to arrive or check other houses near you for the package.  If the package still does not arrive a claim will need to be filed with the carrier.  A claim number will need to be provided for a refund or replacement. 

Please also make sure to check the website, there are times when a longer lead time is expected and this information is typically listed on the website to avoid confusion.  

Once a package has left the Ravenox facility, tracking the package will have to be done through the carrier.

Please note that the carriers are frequently marking packages delivered when they were not, possibly due to the extremely high volume of packages they are handling during the pandemic. Carriers are scanning packages as delivered before they even leave the distribution center for delivery. Packages usually show up within a few days.

Please check with other members of your family and neighbors to see if they could have received it. If you do not receive your package in four business days then it should be researched further.

Please contact your local post office so the mail carrier who delivered the package can be contacted to provide specific information on where and when the package was delivered (front door, mailbox, etc). If this turns out to be mail theft, your local office will proceed with the next steps.

Per USPS it is best to contact them by 8:30am, before the carriers leave the facility so they can speak with them directly. You may look up the contact number for your local post office by clicking here.  

If a package cannot be located in this way a claim will need to be filed with the carrier.  A claim number will need to be provided for a refund or replacement.  

Returns

Please note: Items must be returned in the original condition received – unused, unwashed, uncut and accompanied by original packaging including tags.

Merchandise purchased from our website must be returned within 30 days of the original ship date during non-holiday months (January – October). Purchases made during the holiday months (November – December) must be received no later than January 31st of the New Year. We recommend shipping the parcel to our returns center by a carrier that provides both insurance and tracking, to ensure your return reaches the destination and is fully credited.

Items must be returned in the original condition that it was received – unused, unwashed, uncut and accompanied by original packaging including tags. Please allow up to 14 business days for processing the return and 1-2 billing cycles for the credit to show on your method of payment depending on the credit card issuer or bank timeline.

The merchandise total, plus applicable sales tax paid will be refunded. Some items may incur a restocking fee. If you return any part of an order that was part of a promotion, your refund may be reduced. Shipping and handling charges and return shipping fees are not refundable unless the item was defective or is an item you did not order. 

Return address: Ravenox, 2824 Anthony Road, Burlington, NC, 27215.

Customers can initiate returns by clicking the link in the Return/Refund Policy – Ravenox

To cancel an order please submit your order cancellation request to customerservice@ravenox.com

Our return policy can be viewed HERE.

Payments

We accept all major credit cards to include Visa, Mastercard, American Express, Discover Card, Diners Club, Shop Pay, Apple Pay, Google Pay and Meta Pay. We also accept payments through PayPal and Amazon Pay.

It is a pleasure to see veterans join together, and our teams here at Ravenox thank you for your service!

We are partnered with Troop ID, powered by ID.me, which enables membership registration including exclusive discounts online.  To receive your discount, you can either sign up directly on ID.me's sign up page.

OR 

Registration can also be processed at the time of checkout directly from your cart if this method is preferred.

Support

Operators are standing by on the phones Monday through Friday 10:00 AM to 8:00 PM EST and can be reached at 844-627-5381.  Saturday and Sunday we are closed.

We are also available via email Monday through Friday 10:00 AM to 8:00 PM EST at customerservice@ravenox.com feel free to email us anytime you have a question but please understand that we are out of the office on Saturday and Sunday, we will return your emails on Monday upon returning to the office.

The live chat option is also available during through our website during business hours.

Please note that our system is set up to automatically send notifications to provide the best possilbe customer support. If you do not wish to receive any messages from us, simply select "Unsubscribe" in the email you received, and you will be removed from our list.

To request a sample of  any rope please contact customer support via email at customerservice@ravenox.com.  Make sure to include in your email: 

  • A name to ship to,
  • Shipping address
  • Contact phone number.

We will forward your request to the appropriate team and we will follow-up with you as soon as we hear back.

Please reference our privacy policy HERE

To see our Terms of Use please click HERE.

Having trouble setting up your shipping address? Check out our Address Tips page HERE for help.

ENTERING PROMOTIONAL CODES
If you have a promotional discount code, please enter it in the field provided on the Place Your Order page, and click the Apply button. You will see your discount applied in the Order Summary box. Alternately, you may enter this code on the Payment Method page.

AUTOMATIC PROMOTIONAL CODES
Some promotional discounts are automatically applied to your order during Checkout. If this is the case, your promotional discount will automatically be applied to qualified orders.

During your online Checkout, you'll see your discount applied on the Place Your Order page, as well as in the order acknowledgement e-mail we will send you.

RETURNS
Refund value for each item returned will be reduced to reflect value of free gift or discount.

Wholesale

To register for a wholesale account with Ravenox, please click here.  

Ravenox expressly denies authorization of the resale of any of its products in a significantly unaltered form on any online marketplace including, but not limited to, Amazon.com, eBay.com, Etsy.com, Walmart.com and Jet.com. Any company found to resell significantly unaltered Ravenox products on any online marketplace will have their wholesale account terminated. All companies that wish to sell Ravenox products online must have a fully functional e-commerce website that has been active for more than a year.

Ravenox does not permit resale of any of its products, in a significantly unaltered form.

Rope Guide

Ravenox can treat any rope and certify it NFPA 701 standards. We can also provide lab certification of flame retardancy. We provide a certificate of treatment on all ropes that are finished with FlameGard ®. For most of our clients, this meets their needs. For projects that require the finished rope to meet specific fire codes, we can also provide a certificate of flame retardancy. This certifies that your rope was tested after our application by an independent laboratory and is certified to meet the applicable codes. At Ravenox, we do not treat our ropes with fire retardants at our factory; treat it today for a safe tomorrow.

The following link will direct you to the page on our website where you can view detailed information: https://www.ravenox.com/pages/fire-resistant-rope

Our Twisted Cotton Rope is the most popular rope material for dog leashes. The following link will direct you to the page on our website where you can view the Ravenox Twisted Cotton Dog Leashes. https://www.ravenox.com/collections/pet-supplies

We recommend using our Twisted Cotton Rope (Natural), which is 100% cotton. Cotton rope is great for pet toys that may be ingested not to mention good for doggy dental health.

The most common way for ropes to be used in a wedding is a Handfasting Ceremony.  The Handfasting Ceremony is highly customizable, as various colors of rope and ribbon can be used to symbolize different themes and commitments made to one another. The ancient Celtic tradition uses 13 ribbons, each with a different meaning.

Red – will, love, strength, fertility, courage, health, vigor, passion 

Orange – encouragement, adaptability, stimulation, attraction, plenty, kindness

Yellow – attraction, charm, confidence, balance, harmony

Green – fertility, luck, prosperity, nurturing, beauty, health, love

Dark Blue -for a safe journey, longevity & strength 

Light Blue – tranquility, understanding, patience, health

Purple – healing, health, strength, power, progress

Black – strength, empowerment, wisdom/vision, success, pure love

White – spiritual purity, truth, peace, serenity and devotion

Gray – balance, neutrality

Pink – love, unity, honor, truth, romance, happiness

Brown – for healing, skills & talent, nurturing, home & hearth, the earth

Silver – for creativity, inspiration & vision, and protection

Gold – unity, longevity, prosperity, strength

For more information on handfasting ceremonies please visit: Wedding Handfasting Rope Ceremony | How To Select Ropes and Colors – Ravenox

The following rope sizes are commonly used for hammocks: 3/16-in twisted cotton rope / 4.7mm or 1/4-in twisted cotton rope / 6.3 mm. We suggest the thicker 1/4-inch cord, as it has a higher tensile strength, and will feel softer for the end user. Ravenox makes this rope in more than 20 colors. We also make "three-strand" custom color combinations with any of our standard colors for the perfect unique hammock for your backyard.

UnManila rope is frequently used for tree, bed, and chair swings for its natural appearance. This rope is synthetic so it will stand the environment well and will not rot or break down in wet environments like natural fiber ropes. Ravenox Twisted UnManila Rope (ProManila) | Multiple Diameter Options

Solid Braid Polypropylene is another popular choice, if you have a color preference. It is available in several colors, it is strong, lightweight, waterproof, and holds a knot well. This is also a a synthetic rope. Solid Braid Polypropylene Utility Rope | 100's of Colors – Ravenox

We recommend at least 5/8" or larger for swing applicationsThe "Working Load" of both the above-mentioned ropes can be viewed by scrolling down the page and selecting the "Specification" section.

Polyester Flagpole Halyard rope is commonly used for flagpole applications. Ravenox Reinforced Flagpole Halyard Rope | Polyester Line & Wire Core is the rope of choice for flags. Polyester ropes don't stretch or fade like nylon ropes.

Manila Rope originated in the Philippines where its material, abaca, is one of their main, natural resources. Abaca is closely related to the banana plant and is a natural fiber known for its resistance to rot and the ability to absorb water.  For more detailed information on Manila Rope visit: https://www.ravenox.com/products/twisted-hemp-manila-rope

UnManila also known as ProManila, this rope is made with tan polypropylene, a man-made fiber, to make it look more like Manila while adding more resistant features. The synthetic fibers used in UnManila Rope give it protection against rot, mold, mildew, and ultraviolet light allowing it to retain its strength and last longer than Manila.  For more detailed information on UnManila Rope visit: https://www.ravenox.com/products/twisted-unmanila-rope-promanila

In order to make a Manila rope from the plant material, the material is first processed, cleaned, oiled, and turned into long strands of the natural fiber.  The fiber strands are then used to make long, continuous fibers – this constitutes the “yarn” from which the ropes are made.  The “yarn” is twisted to create the Manila Rope.  For more information about Ravenox’s Manila Rope and its uses visit:  https://www.ravenox.com/products/twisted-hemp-manila-rope

Solid braid ropes have a solid braid core. That means that there is not a discernible difference between the cover and the core. They’re all braided together. Solid braid ropes cannot be spliced together and they must be clamped or sewn together. 

Better yet!  Check out Ravenox’s Youtube video of how a solid braid utility rope is made: 

All Things Cotton Rope

Although our “natural white” cotton rope is not organic, it is 100% cotton. Ravenox cotton rope is certified by The Seal of Cotton for Its authentic and iconic fiber content and is grown in North Carolina. It accepts dyes very well due to its natural fibers. 

Our colored cotton rope variants are made with upcycled cotton yarn and are also environmentally friendly.

Learn more about these ropes and how Ravenox strives to make good choices for our environment by following this link: https://www.ravenox.com/blogs/news/recovers-yarn

Ravenox has partnered with Recover to provide the most sustainable colored yarns the industry can provide. Recover develops and manufactures low-impact high-value upcycled yarns for all types of fashion, accessory, and home textile products. We're proud to implement their yarns into our ropes. Recover yarn that is used in Ravenox Cotton Rope is Dye-Free. No dyes are used to match colors with Recover cotton fibers. No water is used, and no chemical products are used.

The following link will direct you to the page on our website where you can view detailed information. https://www.ravenox.com/blogs/news/recovers-yarn

The short answer is yes.  We only use 100% cotton yarns in making our natural white ropes and they are the best for absorbing dyes.  While there are many dying techniques, we do not dye our ropes, but we encourage you to find a dying technique that you like the best and have at it!

We offer triple strand twisted cotton rope in requested color combinations with a few requirements. 

  • There is a $35 set up fee per color combination.
  • There is a 10 spool minimum per color combination.
  • Delivery dates are flexible because lead times fluctuate between yarn colors
  • We can not guarantee that we will offer the same color combinations that were previously ordered in the future.
  • To place an order for custom rope, you should contact help@ravenox.com

Ravenox offers sample packs of Twisted Cotton Rope for $5.95. This item is FREE with any $35.00 purchase or more. Please add the Twisted Cotton Rope Sample Pack to your cart along with your other items and use code: FREESAMPLE at checkout.  

Our sample packs can be found here.

Twisted cotton rope is made by twisting three separate strands of rope together during the production process. Solid braid rope is a complex firm, round, braided cord.

Hardware Guide

The inner dimensions of the 1/2-inch and 5/8-inch rope clamps are the same measurement, 13/16". The difference between the two sizes is that the prongs on the 5/8-inch clamps are longer.

The 3/8" Brass Plated bolt snap is 2-1/8" long.

The 3/8" Solid Brass bolt snap is 2-1/4" long.

Ravenox Cord Locks are made out of polyoxymethylene also known as acetal plastic. This is a thermoplastic material that is widely used in automotive and electronic industries.

DIY & How To

Since the answer to this question is a little more involved, we want you to know that Ravenox has the best DIY dog leash guide with the best rope on the market!  

For a step-by-step guide for a Ravenox DIY Dog Leash, visit our step by step tutorial or view the video below. 

The Halyard rope is threaded through the pulley at the top of the flagpole and then tied around the cleat at the bottom.  This video details step by step instructions on how to update your Halyard rope.   

Back-splicing is simple and very effective.  It also doesn’t require any materials other than the rope itself, and it doesn’t affect the tensile strength of the rope.

To execute a back splice:

  1. Unravel some of your twisted rope’s end it depends on how much of your rope you want to secure back into the rope.  Two or Three tucks is all that is really required to produce a secure back splice.
  2. Create a crown knot.
    1. Separate the three strands so they are each pointing away from the rest of the rope.
    2. Take one strand and place it counterclockwise over the adjacent strand.
    3. Take the strand that you crossed over with the first strand and place it counterclockwise over both other strands.
    4. The last strand’s end will go through the loop created by the first strand.
    5. Tighten the knot – this should create a triangle at the end of the rope.
  1. Take one end and go over the strand nearest to that end, then under the strand nearest to that.
  2. Take the next strand, go over the strand nearest to that end, and under the next nearest strand.
  3. Take the last strand, go over the strand nearest to that end, and under the next strand nearest to that.
  4. Repeat this part of the process until the ends are completely braided back into the rope.  

For a video tutorial, please check out the following video:

To cut and seal the ends of a synthetic rope you will need paper masking tape, scissors (EMT/medical shears are recommended especially to cut larger diameter ropes), and a lighter (a torch lighter may be preferable but not a necessity).

Please be careful when using this technique that you do not burn yourself on the flame or the melted fibers of the rope before they cool.

  1. Wrap the paper masking tape around the rope very tightly.  
  2. Cut the rope in the middle of the masking tape to the desired length.
  3. Using the lighter, burn the end of the rope (the tape will probably catch fire, just shake it out). 
  4. Allow the rope to cool entirely.
  5. Remove the tape to expose the new end of your synthetic rope.

For a video tutorial, please check out the following video:

 

When joining two solid braid ropes it is best to use the “Manny Method” because this method is the most durable and the melting method won’t work if you have two different materials of solid braid rope.  

To use the “Manny Method” you will need:

  1. Cut the ends of the cords that you want to join.
  2. Pull the inner strands out a little bit and cut those off as well.
  3. Pull the outer sheath over the inner threads.
  4. Burn the ends of the sheath to make sure they don’t fray.
  5. Using the opposite end of one of the ropes, attach a lacing needle to the end of the rope that was not cut or burned.
  6. Pierce the end that was cut/burned of the other rope with the lacing needle.
  7. Pull the end through the pierced rope until there is about 1 inch of the rope being pulled through at the end (this is the most difficult part of the process keeping the rope attached to the lacing needle attached without it popping off).
  8. Pierce the other rope and repeat the process with the other rope.
  9. Pull both ends of the ropes and tighten. 

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