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.

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

Unstable Games does not currently collect GST (goods and services tax) at checkout for our customers in Canada. All orders valued over $20 CAD are subject to GST collection once they reach Canada. Typically, the courier will collect GST and may also charge a collection fee (the rates published by Canada Post, DHL and Fedex range from $7.25 - $10 CAD).

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.

Returns & Exchanges

How do I return/exchange an item?

U.S. customers:
Starting a Return:

  • To kick off a return or exchange within 90 days of receiving your order, head over to our returns portal.
  • 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).
  • Once you’ve submitted your return/exchange request, our team will provide you a prepaid shipping label to send back your items. 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 48 hours to ensure you’re not waiting on us for too long.

International customers:
We are working hard to add automated returns for international customers to our portal, but have a few things to iron out before we can provide you with prepaid shipping labels. In the meantime, international customers will need to contact CX for return authorization by using the contact form. Please ensure everything is in new, unused condition with tags intact. International customers are responsible for the cost of mailing the items back to our warehouse.

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

We typically process returns/exchanges within 48 hours upon receiving your package.

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.