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Pin Box

Open a Box of Possibilities

Please Note: Pin Box is on holiday. Any orders placed will be shipped 20th May. Support is still available during this time. Thank you for your understanding.

FAQs

SHIPPING

Does Pin Box Ship Internationally?

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Yes, we ship worldwide!

How Much Does Shipping Cost?

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UK - £3.49 or FREE over £35 spend
Europe - £12
Rest of World - £12 Maximum
DHL EXPRESS Worldwide - £25

Depending on the weight of your order it could be less and it is calculated at checkout however these are the maximum costs to expect.

Will I Have To Pay Import To My Country?

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If your delivery address is in the European Union and is taking part in the IOSS then you will pay NO duties at delivery as long as the total of your order is under EUR 150.

Otherwise it's entirely down to your countries import laws and we would recommend finding that information out before placing an order if you are not comfortable with paying additional taxes as Pin Box cannot be help responsible.

When Will My Order Ship?

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If your order contains only items that are "Shipping 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.

Orders placed with the shipping method "Transglobal Express" will only ship out on Mondays unless a pre-order item is present, in which case it will ship out as soon as we receive that stock.

To complete manufacturing, our products will need 1-3 months after pre-orders close.

Production status can be found on our production updates page or through your order history page.

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.

Why Is My Tracking Not Working?

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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?

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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. Please keep ALL packaging until you have had a response.

ORDERS

Who do I contact about my order?

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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?

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Please check your account for your order status to see if it has shipped. If it hasn't and contains a pre-order we would recommend you please check our production updates page to see when your items are expected to ship.

Can I cancel my order?

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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?

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Unfortunately multiple orders cannot be merged into one shipment.

How do I change my address?

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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?

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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.

OTHER

Why was I banned?

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Reasons for a ban or a mass-order-cancellation can include (but are not limited to):

Creating multiple accounts.Charge-backs.Treating an employee of Pin Box with extreme disrespect, harassment or threats of violence. 

What is your return and exchange policy?

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You can find out full returns policy here.

How do I request a game I'd like to see get merch from you?

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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 how many of a product your going to manufacture?

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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.

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