Explore the most common questions on products, services, how pre-sales work, and how to manage payments, orders, refunds, tracking and shipment.
Have a question? Here you may find the answers to the most common questions asked by our users.
What is a presale order?
Presale refers to the ability to order an item that is not yet available for sale/not in stock.
This usually occurs with specialty or limited items, including merchandise related to television shows, movies, or games, and will be for sale/in stock on the date of the commercial release of the show, game, or film.
How do I pay for presale items?
You can place an order using a credit card or eGift card. We will seek bank authorization for the price of the presale item(s) purchased on the day you submit the order.
You will receive an e-mail order confirmation once you place your order, but your credit card will not be charged until your item(s) has shipped.
Please note that PayPal is not accepted for presale items.
What is a bank authorisation?
The bank will place a hold on your credit card or eGift card, or PayPal accounts for the amount of the presale item(s).
Can presale items ship overnight or second day?
No. Unfortunately, at this time, all presale items will ship via our standard shipping from their expected ship date.
Suppose you purchase in-stock and presale items in the same transaction and select overnight or second-day shipping. In that case, the in-stock items will ship via your selected shipping option.
The presale items will ship at a later date via standard shipping.
Will I pay for shipping twice if I order a presale and in-stock item?
No, you will only pay for shipping once. The total cost of shipping for your entire order will be charged when the first item ships.
What happens if the item is not available by the initially expected ship by the date that was stated when I placed my order?
It is possible that the date of the item listed as available on the website could change to a later date depending on a variety of factors. If that occurs, we will notify you via e-mail that the item is not ready to ship and we will provide you with another expected ship date.
You will have the option to cancel the order or agree to the delayed shipping date.
The e-mail notice will provide instructions on how to cancel the order or consent to the delay.
What happens if the revised shipping date is within thirty days or less and I do not respond to the late shipment e-mail?
We assume that no response is consent to the delay. There is no auto canceling of orders.
What happens if the company does not know when the item(s) will be shipped or the delay will be more than thirty days from the original shipment date?
You will need to specify if you want to cancel the order by contacting our customer service or if you would like to continue waiting.
If you do not agree to the delay, the order will be canceled. If you take no action, your order will be canceled.
What happens if I do not agree to the delayed shipment?
If you do not consent to the delay, you must open a Support Ticket to the customer service to cancel your order.
Your credit card will not be charged if you cancel your order.
What happens if I agree to the delay and the order is delayed again?
You will receive an e-mail noting a new shipment date or if we cannot provide a new shipment date.
If you choose not to wait, you can cancel your order by contacting our customer service by opening a Support Ticket. Your credit card will not be charged.
The e-mail notice will include instructions on canceling the order or consenting to the delay.
How do I cancel a presale order item?
Open a new Support Ticket for assistance to cancel the purchase. Once you receive the item, you also have the opportunity to return the item(s) based on our return policy.
Can I change my order once it has been submitted?
Our priority is to ensure that your items ship out as quickly as possible. Therefore, once your order has been confirmed, it is immediately sent to our warehouse for processing. Due to this, we are unable to modify or cancel your order once it has been submitted.
Do I have to become a member to place an order?
You do not need to be a member to place an order, but it would be a helpful approach.
However, becoming a member allows us to contact you if there is a problem with your order. It will also enable you to view your order status online.
Best of all, becoming a member is free, easy, and quick.
Why should I become a member?
If you become a member, you will be able to store your billing address, multiple shipping addresses, join our optional mailing list and check your order status any time you would like.
Also, if you are a member, you can choose to receive exclusive emails from us letting you know about new products, announcements, and special promotions before anybody else.
What is a presale order?
Presale refers to an item that is not yet available for sale. This usually occurs with specialty items or limited items, including merchandise related to television shows, movies, or games, and would be for sale on the date of the commercial release of the show, game, or film.
What is a backorder?
Backorder refers to an item that once was in stock and is coming back in stock at a future date.
You will have the option to purchase an item that is listed on the website as a backorder item.
Can I order by telephone?
At present, since we have closed our physical facilities during COVID and re-assigned our staff to work remotely, we can only respond to technical issues regarding your order online by having you open a Support Ticket.
Please have the items and SKU numbers available before opening a new support ticket.
Is your store secure?
Yes, all private credit card information is encrypted across a secure line. You can learn about what encryption we use by clicking here.
What types of payment do you accept?
We accept Mastercard, VISA, Discover, American Express, PayPal, and ATM/Debit Cards with a VISA or Mastercard logo.
However, we apologize, but we do not accept personal checks, mall gift certificates, COD, or cash on delivery.
Can I change my order after I have totaled my sale?
Yes, you can hit the Shopping Cart icon and add or delete items before you finalize your purchase. Just make sure you only click the Submit button once, as it will avoid any duplicate charges.
When will my credit card be charged?
When using debit and some credit cards, your card will show a pending authorization hold. Once the order is shipped, the hold is released on our end, and the actual charge goes through.
Do I have to pay taxes on my purchase?
Yes, sales tax is calculated according to the state and county tax laws in which the order is being shipped.
The tax calculation shown online is only a quote. There are situations where this quote will differ from the total charged.
Once your order is finalized, the sales tax will be re-calculated based on city, state, county, and district tax rates.
The difference between the two is usually no more than a few cents.
When will I receive my order?
Orders are processed Monday through Friday. Before your order ships, please allow 1-5 business days for order processing. Orders are not processed or shipped on weekends or holidays. Please keep this in mind when selecting your shipping options.
We may need to contact you if there is an issue with your order, so please keep your member information updated!
All orders communication is done via e-mail, so your email address must be accurate and current.
Shipment to store orders takes 1-5 days to process and arrive in 15 business days from the date of shipment. These orders are shipped Monday-Friday.
Keep in mind that if you request that no signature be required for delivery, and the package is left unattended, you are accepting full responsibility for loss or damage.
For security purposes, a request for signature cannot be removed for packages being delivered to select areas.
Please note that there may be a one-day delivery day, change fee, or denial to make the change. Because this is done via the third-party shipping company, we are unable to anticipate any of this happening.
What happens if a product is canceled on my order?
The bad news is that if an item is listed as back-ordered, it is sold out. The good news is that you are refunded for the sold-out item.
The refund is issued once the order is canceled and depending on your bank’s policy, it can take up to 6 business days if in Colombia and 20 if you are international.
How do I know if my order went through?
There is an easy way to verify that your order went through. Suppose you received an order number that starts with a DHL or is a 7-Digit number (phone orders); you are all set. Your order is being processed.
If you did not receive one of these, your order would not be processed, so please submit a support ticket to customer service for further assistance. Make sure only to click the submit button once to avoid duplicate orders or charges.
Can I backorder an item that is currently unavailable?
Due to the rate at which items sell out and are replaced by new merchandise, we do not place backorders for items.
Why have I not received an e-mail regarding my order?
There are usually two reasons why you are not receiving e-mail notifications.
You may have an outdated e-mail address on file, or you may have a spam blocker filtering out emails from our system.
Make sure to keep your user information current by updating your email address. Also, try turning off any spam blockers that may be preventing our messages from getting to you.
Why does the word “NONE” appear on my order confirmation email?
The word “NONE” does not mean an item is out of stock or that you are not going to receive an item.
Our system looks at different variables, such as size, quantity, and color, to determine what item to ship.
Suppose the word “NONE” appears on your order confirmation email. In that case, it means merely that our system does not need any further information to process a request for that item.
What happens if I use a gift card, but an item on my order is sold out?
If you have used a gift card as payment for your order and an item has sold out, a refund will be issued to the original gift card within 11 business days.
Why does the DHL not recognize the tracking number for an order I placed?
It takes DHL 24-48 business hours to update their site with the tracking information.
The page refreshes after I have hit the submit button. Why is that happening?
This is happening due to the payment not being accepted. You will need to contact your bank to provide additional information as to why the payment is not being allowed to go through.
Why is the promotion code not working when attempting to place the order?
There are times where your browser will save an old promotion code.
Please delete your browser history and clear the cache.
Can I add items or change my PayPal order once I have submitted it?
Once you submit a PayPal order, it is set in stone. You can always place another order, in any case.
Are there any fees associated with the Gift Card?
No, you will only be charged the face value of the Gift Card. Besides, if you are only buying gift cards, you will get free ground shipping within Colombia.
Can I change the value of a Gift Card after I have paid for it?
Not at this time.
How do I cancel the purchase of a Gift Card?
If the delivery date is today or in the past, your order can not be canceled.
When is my credit card charged for my purchase?
Your credit card is charged at the time of purchase. This purchase will appear on your credit/debit card statement.
Can I buy a Gift Card for myself?
Yes. To do so, enter your email address in the “Recipient Email” field, and enter your name as the recipient name. Then check “This is for myself.”
Complete the transaction normally. When you receive your Gift Card alert via email, follow the instructions in this message to retrieve and redeem your Gift Card.
I want a printed Gift Card to present to someone as a gift. How do I do this?
Personalize the Gift Card for your recipient, have it sent to yourself, and then print it.
To do this, enter your email address in the “Recipient’s Email” field, and check “This is for myself.” Enter your recipient’s name and your message on the gift card preview, and complete the transaction.
You will receive a Gift Card alert via email. Follow the instructions in this message to retrieve your Gift Card, and then choose “Click to print this page.”
The resulting printout may be presented as a gift to the recipient and may be redeemed at our store.
Can I send two (or more) Gift Cards to two (or more) different people who share an email address?
Yes. If you send separate gift cards to their shared email address, they will receive two messages with the subject “[Sender] sent you a Gift Card” with your name in place of [Sender].
What happens if I use a Gift Card, but an item on my order is sold out?
If you have used a Gift Card as payment for your order and an item has sold out, you will receive a refund check in the email. The refund process takes 2-3 weeks.
What exactly does the recipient receive when I send a Gift Card?
On the delivery date you choose, a message is sent to the recipient informing them of your gift, with a link to retrieve it online.
The link in the email goes to a page showing the Gift Card you created (including the design you selected, your recipient’s name and your personalised message), its value and code number.
This page also gives simple instructions for redeeming the Gift Card.
Sometimes, special offers and promotions are listed on the page.
When is the Gift Card sent to the recipient?
The Gift Card alert message is sent to the recipient on the date you choose.
The delivery date is pre-set to the current date, so if you do not select a different date, the alert message is sent on the same day as your purchase.
Where can I use my Gift Card?
You can use your Gift Card on our online store.
When does the Gift Card expire?
There is no expiration date on your Gift Card. However, we recommend that you redeem it soon after you receive it, so you do not forget.
Can I reload my Gift Card after I have spent the full value?
Sorry, but not at this time.
What types of payment do you accept?
We accept Master Card, VISA, Discover, American Express, Gift Cards, PayPal, Stripe and ATM/Debit Cards with a VISA or Master Card logo.
Sorry, we do not accept personal checks, mall gift certificates, COD or cash.
How do I pay for presale or backorder items?
If you place an order using a credit card, gift card, or PayPal account we will seek a bank authorisation for the price of the item(s) purchased on the day you submit the order.
We will charge your credit card once the item is shipped and send an e-mail order confirmation once you place your order.
What is a bank authorization?
The bank will place a hold on your credit card, gift card, Stripe or PayPal account for the amount purchased.
How long will the bank place a hold on the account for presale or backorder items?
Twenty-nine days for PayPal, Stripe, and sixty days for a gift card.
If I return merchandise, how long will it take to receive my credit?
Returns can take up to five business days (seven days if during a holiday) to process once it has been received.
The refund is issued once the return is processed and depending on your bank’s policy it can take up to six business days if in the United States of America and twenty days if you are international.
If you paid for your purchase with a gift card, the amount will be refunded to the original card and can take up to ten business days.
Why does my bank statement show two entries for the same order? Was I charged twice?
No. When paying with debit cards (and some credit cards), your bank statement may show a pending authorisation hold. This is not a charge and is released on our end once the order is shipped out.
Depending on your bank’s policy it can take up to six business days if in the United States of America and fifteen days if international.
Please note that Saturday, Sunday, and major holidays are not included.
What is a “Verbal Authorisation” and why do you need one for my order to ship?
A verbal authorisation is a process that is completed via a telephone call to our customer service.
This process is requested when the bank notifies us that the billing information provided on your order does not match what the bank account is under.
The cardholder will need to give our customer service a call at 319 4677770 if in Colombia or (country code depending on your country) +57 319 4677770 if international to complete the authorisation.
Please note that we are unable to process your order until this is completed, so there is a risk of the items selling out if not completed promptly.
What happens if I use a gift card but an item on my order is sold out?
The original gift card will be refunded within ten business days from the date of the cancellation.
How long does it take for my account to be refunded for a cancelled order or sold out item?
Depending on the bank’s policy it can take up to six business days if in Colombia and fifteen business days if international from the date of the cancellation.
The page refreshes after I have hit the submit button. Why is that happening?
This is happening due to the payment not being accepted. You will need to contact your bank so that they can provide additional information as to why the payment is not being allowed to go through.
How do I pay with PayPal?
What you need to do is, at checkout, select PayPal as your payment option. This will take you off of our website, but returning quite simple once you have completed the PayPal process.
Can I split the payment for my order between PayPal and another form of payment?
Sorry, no. If you are using PayPal, you will not be able to use any other form of payment on that order.
How do I return or exchange something if I have paid with PayPal?
You can easily use our self-serve return process. Here is what you need to know:
Return your item(s) by filling out the fields in the return form that is printed on the back of your order invoice.
Pack your return securely, in the original package if possible, and include your completed return form. Do not tear off the bottom of the invoice. We need the entire form to identify the order.
You are responsible for selecting your preferred shipping carrier and method. We recommend using one that can be insured and tracked. We are not responsible for lost or damaged packages.
You will not be reimbursed for your return or original postage.
You will not receive a refund for your return until we receive your returned item. Allow 2-4 weeks for processing and 1 to 7 business days to receive your credit.
If I am using PayPal, can I still have my order shipped to a different address than my billing address?
You can ship it to a different address provided that the shipping address is included on your verified address list in PayPal. However, the billing address on your PayPal account must match the billing address on your order.
If the billing addresses in your PayPal and your accounts do not match, your payment will not be authorised. Do not forget, if you choose to use PayPal Express, your billing address will be imported automatically.
Why is my PayPal payment not going through?
Please contact PayPal’s customer service as there are times when they block the payment from processing. Once that is done, you will be able to replace your order.
Do I need an account with your website to use PayPal?
No, you can use PayPal as a payment option without having an account. However, having an account with us allows you to store your billing address, multiple shipping addresses, join our mailing list, check your order status and create a wish list that you can share with anyone.
It also allows us to contact you if there is a problem with your order.
Please note that the billing addresses on your account with us and PayPal accounts must match for your order to be processed.
Can I pay with PayPal over the telephone?
Sorry, but we will not be able to place PayPal orders over the telephone.
Can I use PayPal for international orders?
Yes, you can. We accept PayPal for international orders.
Can I add items to my PayPal order once I have submitted it?
Sorry, but once you submit that PayPal order, it is set in stone. You can always place another order, though.
Do you ship orders overseas?
Yes, we ship orders all over the world. All order communication will occur via e-mail, so your email address must be current.
Please make sure to double-check the shipping address, as well.
Your phone number is optional, but it helps in case there is a delivery problem.
How much will I pay for International shipping?
Your shipping price will be determined online by the weight of your order and the shipping destination.
After the “Shipping Address” page, you will see the price for your order.
Please note: certain countries charge additional customs fees and independent carrier charges. We can not anticipate these costs and will not reimburse you for any other expenses incurred.
Before placing your order, please contact your local customs office to determine what kinds of fees you can expect.
Can you designate my order as a gift, so I do not need to pay customs fees?
What are my International shipping options?
For all international orders, DHL is the preferred shipping method.
Please note that we do not offer overnight or second-day deliveries for international orders at this time.
I live in Colombia, but I would like to ship something to a friend or family member overseas. Can I do that?
Yes, you can.
You will need to make sure to modify the Shipping Address before clicking Submit.
How long will it take my International package to arrive?
Colombian orders typically arrive within 6-10 business days.
International orders typically arrive within 10-20 business days, depending on the region of the destination.
Please note: Customs’ inspections may cause unforeseeable delays, both when leaving the supplier’s country and entering another country.
Why is my order tracking number not updating?
Some packages may be shipped to the central DHL hub in Colombia, based on the region assigned to the shipping address.
From there the orders are relabeled and then directly shipped to you.
Once the order has arrived at the Colombian Hub, DHL will provide a secondary tracking number located on the right side of the website.
This tracking number will be activated once it is transferred to your local postal carrier.
Please note that it can take up to 20 business days to arrive and up to 10 business days for the shipping information to be updated.
Are there any other charges, taxes, or duties?
You may be subject to import duties and taxes that are levied once a shipment reaches the destination country.
DHL or any other independent shipping carrier cannot be held liable for any additional charges you may incur.
It would be best if you bore additional charges for customs clearance. We have no control over these charges and cannot predict what they may be.
Each country has its own Customs regulations that may or may not charge for certain types of merchandise or material included in your order.
When ordering from us, you are considered the Importer of Record. You must comply with all laws and regulations of the country in which you are receiving the goods.
Each order will be accompanied by a Customs form that will document what is in the package and provide a euro amount of the value of the package.
If something is damaged, they will need to know the value of the item(s). You should contact your local Customs office for further information.