FAQs
SHIPPING
Does Pin Box Ship Internationally?
How Much Does Shipping Cost?
Will I Have To Pay Import To My Country?
Otherwise, it's entirely down to your country's import laws. We recommend finding that information out before placing an order if you are not comfortable paying additional taxes, as Pin Box cannot be held responsible.
When Will My Order Ship?
If your order contains only items that are "Shipping Now" when 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.
Our products will need 1-3 months after pre-orders close to complete manufacturing.
Production status can be found on our production updates page or 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?
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 taken at that point. Please keep ALL packaging until you have had a response.
ORDERS
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 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?
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 offence, 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?
Why Is PayPal Not A Payment Option?
OTHER
Why Was I Banned?
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?
You can find out full returns policy here.
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 How Many Of A Product Your Going To Manufacture?
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!
What Is The Box Replacement Programme?
On March 22nd 2021 we announced the standard size for our boxes going forward would be changing. As collectors ourselves we knew that customers who had purchased Pin Box releases prior to this change would want the new standard in order to have a matching set. With the Box Replacement Programme, no one will be missing out!
Below is a list of boxes which are currently available, as well as an explanation on how you can be eligible for this programme.
Available Replacement Boxes
Available until 01 June 2023
Little Paro - Ys VIII - Pin Box Ys 01
Adol - Ys VIII - Enamel Pin - Pin Box Ys 02
Dana - Ys VIII - Enamel Pin - Pin Box Ys 03
Available Until 01 June 2022
Gluttonous Bass - Zero no Kiseki - Pin Box Legend Of Heroes 01
Junior Bracer Emblem - Trails In The Sky - Pin Box Legend Of Heroes 02
Erebonian Empire Emblem - Trails of Cold Steel - Pin Box Legend of Heroes 03
Liberl Kingdom Crest - Trails In The Sky - Pin Box Legend Of Heroes 04
Bracer Emblem - Trails In The Sky - Pin Box Legend Of Heroes 05
Eligibility
For any of the pins listed above, if you have previously placed an order with us for the original PIN BOX release of those pins that came in a slim box, you are eligible for a free replacement box.
Please note: Pin.Limited pins are NOT included in this promotion. This promotion is to allow early adopters of the new Pin Box designs to be able to have a matching collection of boxes that matched the standard that we use now.
Here's what you need to do:
- Place a new order from our website for any physical product.
- Include in your notes your previous order number. If your previous order was placed from another account, we may need to get in touch to confirm your order.
- That's it! For each pin in those previous orders, we'll include a replacement box! (Note that we only have replacement boxes available from the list above.)
If you have any queries regarding the Box Replacement Programme please contact our support!