Frequently Asked Questions

If you still have questions, feel free to Contact Us!

Orders

Where can I find my tracking number?

If you did not yet receive your tracking number by email, you can use our Order Lookup to view the tracking number and status of your order.

When will you ship my order?

Your order will ship out as soon as it’s processed by our warehouse. Our order processing times are:

Orders not containing a preorder item: 4-5 days
Orders containing a preorder item: Varies based on preorder wait time

Delivery times vary depending on your location and selected delivery method.

Why hasn’t my tracking updated?

U.S. customers:
If it’s been over 3 days since your tracking status changed, fill out our Contact Us Form and include your order number.

International customers:
When shipping internationally, it’s common for tracking to stop updating for several days. If your expected order date has passed, please let us know on our Contact Us Form.

My order status says “delivered” but I have not received it.

Fill out our Contact Us Form with your order number, and we’ll look into it for you.

There’s something wrong with my order.

Fill out our Contact Us Form with your order number.

Returns & Exchanges

How do I return/exchange an item?

Starting a Return:

  • To kick off a return or exchange within 90 days of receiving your order, head over to our returns portal at https://unstablegames.com/a/service.
  • Enter your order number and email address or zip code, and you will then be able to select the items you’d like to return or exchange, and select the new items you want (where applicable).
  • For some returns (like a damaged item) you may be prompted to upload photos for our team to review and share with our quality control team. Any return/exchange requests that require review by our team will be processed within 2 business days to ensure you’re not waiting on us for too long.

Damaged or Defective Items:

  • We're committed to bringing you top-notch products and service, so if your package arrives looking a little worse for wear or something's not quite right, please submit a return request through our Returns portal. It’ll prompt you to provide photos so that our team can review the photos and issue a refund or exchange.

Contact Us:

  • Have any questions about our return and exchange policy? Having trouble with the process? Just want to chat? Hit up our Customer Experience team at support@unstablegames.com or via the Contact Us page

How long does it take for a return/exchange to be completed?

Returns should process within 1 business day, and replacement shipments should be processed within 48 business hours. You will receive a confirmation email with tracking information to keep an eye on your new goodies.

Refunds to your payment method may take up to 10 business days to process but you’ll receive a confirmation email from our team as soon as the refund is on its way.

Is there anything that’s final sale?

Yes, some of our products (like Blind Boxes!) are final sale and will have that disclosed on the product page for full transparency. We cannot accept returns or exchanges for those items.

International Customers

Why isn’t this product available to ship to my country?

Due to international product requirements, some of our products are limited to select countries.

Do you ship internationally?

We currently ship to over 50 countries! If you cannot select your country when checking out, fill out our Contact Us Form and we will let you know if we are able to ship to your address.

How long will my order take to arrive?

Shipping times vary depending on your country of residence and the shipping method you select.

Will I need to pay duties and taxes?

Many countries require that customers pay import duties or fees when they shop online from another country. There are typically order thresholds for this (i.e. orders over X amount are charged, orders under are not) but you'll need to check the Customs website for your country for the exact details.

When you are tracking your package, our tracking will show once the package has reached a Customs office. If it isn't released within a few days of getting to Customs, you should contact your Customs office to check and see if payment is required. Most of the time they will contact you directly, but not always!

Specifics for customers in Canada

Great news! We're able to collect GST on orders heading to your location. You'll see this directly on the order summary.

Specifics for EU customers

Unstable Games now collects VAT (value-added tax) from customers in the EU at checkout. This should speed up the process of orders getting through Customs for delivery, and will help our customers avoid any additional fees upon delivery.

Please note, as of July 1, 2021, all orders shipped to customers in the EU are subject to VAT (value-added tax). Prior to July 1, some orders (if they were valued below 22 EUR) were not charged VAT, but that exception has been removed.

Specifics for UK and Norway customers

As of July 1, 2021, Unstable Games collects VAT (value-added tax) from customers in the UK and Norway at checkout. This should speed up the process of orders getting through Customs for delivery, and will help our customers avoid any collection or storage fees for VAT upon delivery.

Specifics for New Zealand & Australia customers

As of November 2021, Unstable Games collects GST (goods and services tax) from customers at checkout. This should speed up the process of orders getting through Customs for delivery, and will also help our customers avoid any collection or storage fees upon delivery.