Shipping & Returns
FAQs and Store Policies
Delivery
When will I receive my order?
It takes approximately 2-7 days to fulfill an order, after which it’s shipped out.
The shipping time depends on your location, but typical shipping times are:
USA: 3-5 business days
International: 5-15 business days
Where will my order ship from?
We work with an on-demand order fulfillment company who has facilities worldwide.
What do I need to know about ordering internationally?
Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. The end recipient is responsible for these fees.
We highly recommend including your phone number in the order when ordering internationally - this will minimize the risk of an order being lost in transit and make delivery of the order smoother.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors in case the courier left the package with them.
Pro tip: Package theft is on the rise— If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@oncelostgames.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.
ORDERS
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@oncelostgames.com .
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived wrong or damaged. To help us resolve this for you quickly, please email us at support@oncelostgames.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Do I pay for shipping?
Shipping charges are added to each order, and vary based on the type of product it is, package size and weight, and the destination. If you order multiple products that are produced in different facilities, you may see shipping charges higher than normal due to the packages being shipped separately.
Returns
What’s your return policy?
Because our products are printed on demand, we can not offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@oncelostgames.com.
Do you offer refunds?
Refunds or exchanges are only offered to customers that receive the wrong, defective or damaged items. If any of these apply, please contact us at support@oncelostgames.com within a week after receiving your order. Be sure to include photos of wrong/damaged items, and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every apparel item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at support@oncelostgames.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
Shipping Delays
If your order is delayed beyond the expected delivery date, we will provide a full refund of the shipping costs. If the delay exceeds 30 days, you will have the option to cancel your order for a full refund.
Product Quality Issues
If you receive a product that does not meet our quality standards (e.g., faded print, incorrect alignment), please contact us within a week after receiving your order with photos of the issue. We will provide a full refund or a partial refund of 50% if you choose to keep the item.
Color Mismatch
Printed colors may appear slightly different than the product image. However, If the product color significantly differs from what you ordered, please contact us within one week of receipt of your order and please include photos. We may provide a partial refund of 50% if colors or printing appear incorrect.
Incorrect Orders
If you receive a different item from what you ordered, please notify us within a week of receiving your order. We will issue a full refund and you can keep the incorrect item as a token of our apology.
Order Lost in Transit
If your order is lost in transit and not delivered within 30 days, you will receive a full refund.
Technical Issues During Purchase
If you encounter any technical issues during your purchase that result in incorrect orders or charges, please contact us immediately. We will rectify any errors and provide a full refund for any incorrect charges.
Billing Errors
If you notice any errors in your billing, please contact us within 14 days of the charge. We will promptly investigate and rectify the issue, providing a full refund for any incorrect charges.
Difficulty in Navigating the Return/Refund Process
If you face any difficulty in navigating our return/refund process, please reach out to our customer service team at support@oncelostgames.com . We are here to assist you and will ensure you receive the appropriate refund as per our policies above.
Any other questions?
Get in touch with us support@oncelostgames.com.