FAQS

Will COVID-19 delay my order?

Please note that orders will be shipped out after the presale is over at the end of the month. You will receive an e-mail with tracking information once it's shipped, but the handling/processing time will be longer than normal due to the current business regulations during this time of the pandemic. We thank you for your patience and understanding as we truly appreciate the support during these times.

 How long does it take for my order to be delivered? 

When you first place your order we get what's called an authorization from your credit card to make sure your account has sufficient funds. The card is not actually charged. We then capture the funds (charge) your card to see if the funds are available. If the card charges without any issues, we will send the order out within 1-3 business days. This does not include the shipping time. 

If the card does not charge and we are not able to capture the funds, we will then send you an email alerting you of the issue we are currently having. It is then up to you to find out why your credit card company is not allowing us to capture the funds. 

Orders placed after 8am Monday-Friday Pacific Time will usually be sent out within the following 2 business days.


How long does it take for me to receive my order once it has been shipped out in the United States? 

Once your order has been shipped out within the United States, you should receive your order in 2-7 business days. Your location within the United States will determine how long it will take you to receive your product. We are located in Southern California. 

Please NOTE: The shipping estimate given at checkout does not include the entire delivery time. That only entails the time it will take for shipping. The entire process of capturing the payment, processing the order, and fulfilling adds an additional 1-2 business days.

How long does it take for me to receive my order once it has been shipped out internationally? 

Once your order has been shipped outside the United States, it can take anywhere from 7-28 days to receive. Depending on where you are located geographically will determine how long it will take for you to receive your product. Please make sure to fill out all information correctly when submitting your order. Also, please be sure to include a phone number. 

Any order that comes back to us internationally will be subject to paying for shipping a second time. If you do not wish to pay for shipping a second time and instead would like a refund at this point, we will refund your order minus the shipping charge that we had incurred. 

Please NOTE: International orders are subject to extra taxes and fees in which our company cannot control. The shipping fee does not include those extra fees.

My item came damaged, what do I do? 

We will gladly replace any items that come to you damaged, if it is within 5 business days upon delivery. All we need you to do is to contact us via the contact us page and explain to us what the issue is, include your order number and the contact email you used when you placed the order. 


I was sent the wrong item; how can I go about getting the correct item? 

Just simply contact us via the contact us page and we will do our best to resolve the issue.

Clearance items? 

Clearance items are sold as is and cannot be returned.

How many days until I can no longer return an item? 

10 business days upon delivery. 

You must contact us within 3 business days of delivery. Please contact us at unknownterrains@gmail.com