Does Pin Box ship internationally?
Yes, we ship worldwide!
How much does shipping cost?
Shipping costs vary depending on the weight of the product, the number of items in your order, and your specific location. It is automatically calculated at checkout.
When will my order ship?
To complete manufacturing, our products will need 1-3 months after pre-orders close.
PLEASE NOTE: If your order contains at least one item still in manufacturing (Pre-Order), it will not ship out until all items are available.
If your order contains only items that are "Available Now" at the time the order was placed, expect that to ship within 1-2 days of receiving an order confirmation unless stated otherwise at the point of checkout.
Why is my tracking not working?
International: If you have a Transglobal Express Tracking number (Numbers that start with TP) you can track it using their website.
All other packages are sent out via Royal Mail. There will be a gap of up to 48 hours for your parcel to go through their system and for tracking to go live which you can follow on the Royal Mail website
Domestic: We use Royal Mail and your tracking won't update until delivery has been attempted. At which point you can track it via the Royal Mail website
My merch was damaged during shipping, what do I do?
Our support team will look at each order on a case-by-case basis. If your case is approved we will inform you of the steps that will be taken at that point.
Who do I contact about my order?
If you have any additional questions about your order or our products, please create a ticket. You can reach us at support.pinbox.store.
Where is my order?
Please check our production updates page to see when your items are expected to ship.
Can I cancel my order?
All sales are considered final after a 14 day cooling off period upon ordering. Any orders cancelled within that period will be subject to a 5% fee to cover transaction costs. Any orders cancelled on our end due to breaking limits, use of bots, or other TOS violations will be subject to a 15% restocking fee. If it is a repeat offense, an additional 5% restocking fee will be assessed for each case: up to 100% of the order + shipping paid.
Can I combine orders?
Unfortunately multiple orders cannot be merged into one shipment.
How do I change my address?
If you need to update the shipping address on an order that has already been placed, please submit that request by contacting our support team.
Why was my order cancelled?
Your order may have been cancelled for any one of the following reasons.
- Your payment didn’t go through or you were considered a "high risk." If your payment fails, your order automatically cancels.
- If we suspect you are trying to circumvent a ban from our store.
Why was I banned?
Reasons for a ban or a mass-order-cancellation can include (but are not limited to):
- Creating multiple accounts.
- Treating an employee of Pin Box with extreme disrespect, harassment or threats of violence.
What is your return and exchange policy?
You may ask for a return or exchange within 30 days of delivery. Every request will be looked at on a per-case basis however, is not guaranteed. Returns are subject to a 15% restocking fee and must be as new.
Please be aware that all returns must be approved by our support team. You will be issued a return ID that must be present on the exterior of your return shipment. If this ID is not included, we will refuse delivery and your return will be sent back to you.
How do I request a game I'd like to see get merch from you?
The best way for that is to tag us and the developer you want us to work with on Twitter. It may just spark a conversation!
How do you decide a how many to manufacture of a product?
We use a combination of previous experience along with pre-order figures to gauge how many we should make. If there is something that is out of stock that you would be interested in make sure to let us know so we are aware of demand!
Contact our support team for any questions regarding your order. Please note that our office hours are 10 am-5 pm GMT, Monday through Friday.