What does Q1, Q2, Q3 and Q4 mean?

There are a lot of variables involved when creating specialty products from scratch and it can be tough to pin down exact delivery dates months ahead of time. It’s important for us to keep our customers in the know, even through the general unpredictability of production, and that’s why we like to use quarterly (Q) delivery windows: Q1: January-March Q2: April-June Q3: July-September Q4: October-December.

I placed an order, but it was immediately canceled. I don’t want to miss out on a pre-order. How can I fix this?

Our system may be incorrectly flagging your order as “fraudulent.” We suggest that you try placing an order without the use of a proxy server.

Where’s my stuff?

If it’s been a while since you placed your order and you’re wondering when your vinyl and/or games will be arriving — don’t worry! We haven’t forgotten about you. We appreciate your continued patience and understanding as we work diligently to fulfill orders, in the same order in which they were received, as safely and quickly as we can. COVID-19 has had a dramatic impact on our manufacturing, processing and shipping schedules and as a result, it’s taking longer than usual for fans to receive their vinyl and games.

I ordered my game/vinyl/collector’s set like a year ago. What’s the hold up?

At iam8bit we’re passionate about the stuff that we make. Every vinyl, every game, every collectible that we send out into the world is painstakingly designed and lovingly crafted from scratch. When you pre-order one of our products, it can take months for this awesome stuff to be manufactured and sent to our warehouse before we ship them to our customers. COVID-19 has had a dramatic impact on our manufacturing, processing and shipping schedules and so it’s taking longer than usual for fans to receive their vinyl and games.

Are you going to re-release _______? How can I be notified if a previously sold-out product becomes available again?

Perhaps you missed being able to purchase the Ori Collector’s Edition for Switch — or the Hyper Light Drifter Soundtrack 4XLP. Maybe it’s the Cuphead 2xLP Soundtrack you’re after. Or Kentucky Route Zero for PS4? Although there are no definitive plans for a second pressing of these titles at this time - never say never! If there is significant fan demand, we just might bring ‘em back for another run. Please follow us on social media and share your requests for represses and new titles there. Click the button along the bottom of our website to subscribe to our newsletter. Recipients are among the first to hear about new and re-releases.

Donations

iam8bit will match your charitable contribution, dollar for dollar, so that together we double the total donation made in support of the charity you selected. Charitable donations made via Pledge on iam8bit.com are nonrefundable. If other items your order are cancelled or refunded, you will still see the order containing the donation in your order history.

When will my order ship?

We work hard to process orders as quickly as possible, for in-stock items please allow 3-5 business days for processing before your order ships (Monday thru Friday, not including weekends or holidays). For PRE-ORDER items or items on BACK-ORDER, please allow for 3-5 business days from when the item is taken into stock for your order to process and ship. We ship our orders in the order which they are received. Mixed orders containing both in stock items and pre-order/back-order items will be shipped together in one package once the pre-order or back-ordered item becomes available to ship.

For print orders please allow for 10-14 days for your order to be processed. If you order from an exhibition that is currently hanging in one of our galleries, your order will ship once the show ends (please consult show fliers for more information). Once an order has shipped, you’ll receive a confirmation e-mail with the tracking number.

What happens if the package is lost in transit?

After a missing mail inquiry has been submitted, orders will be eligible for either reimbursement* or replacement** upon the conclusion of the claims process. This does not include orders shipped using USPS Media Mail as this option does not offer insurance (iam8bit is not able to provide reimbursement or replacements in the event of loss or damage for items shipped using this method) If loss or damage is a concern to you, we strongly recommend purchasing Route Protection upon checkout.

If you have Purchased Route Protect and are looking to file a shipping issue online? File here
To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

*Reimbursement does not include shipping costs or taxes.

**Replacement shipments are dependent on product availability. There may be a wait for some items to become available for a replacement shipment.

What happens if the tracking on my order has stalled in transit or my order doesn't arrive?

Missing or lost orders must be reported within 30 days of the last tracking update. iam8bit will not be responsible for losses first reported beyond the 30 day time frame.

For Domestic Orders, we ask that you wait 7 days from the last tracking update to report Domestic shipments, and 20 days for International shipments, as it is quite common for packages to resume tracking or be delivered within this timeframe.

In the event that your order appears to have stalled in transit, iam8bit will submit an inquiry with the carrier on your behalf, as soon as you notify us of the issue. It generally takes 2 weeks from the point of submission for the carrier to forward a verdict of its findings to us, at which point, we will communicate back to you with this info.

If you have Purchased Route Protect and are looking to file a shipping issue online? File here
You must submit a Route Claim no sooner than 7 days after the last tracking update for Domestic shipments or 20 days for International shipments, and within 30 days from the last update.

My order arrived damaged, what do I do?

Reports of damage must be made within 15 days of the delivery date. Requests made beyond the 15 day window may not be eligible for processing. Please visit support.iam8bit.com to submit a ticket for support. We ask that you retain all outer packaging as well as the product itself until instructed by the iam8bit support team. You will be required to submit photos and/or videos of any damage, along with a photo of the pack slip/invoice.

USPS Media Mail shipments are not eligible for reimbursement or replacement. If loss or damage is a concern to you, we strongly recommend purchasing Route Protection upon checkout.

If you have Purchased Route Protect and are looking to file a shipping issue online? File here
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at support.iam8bit.com and we will be happy to work with you to remedy the situation.

My shipment was marked as delivered, but is Missing

It is quite common for a carrier to accidentally mark a package as delivered, and many of these do arrive safely within a few days. We ask that you wait 7 days from the date it was marked delivered before contacting us. In that time, we encourage you to reach out to your local post office, check other places on the property (mail room, porch, front desk, with any neighbors) to ensure the package was not misdelivered on the premises. If you are still unable to locate your shipment, we then ask that you submit a support ticket within 15 days from the date the package was marked delivered.

If you have Purchased Route Protect and are looking to file a shipping issue online? File here
You must submit a Route Claim no later than 15 days after the package was marked delivered.

*iam8bit or Route may consider the package stolen and may require a police report.

Why don't you recommend Media Mail or USPS International First Class?

USPS Media Mail is indeed the least expensive method of shipment, but does not offer insurance or reliable tracking. In the event of loss or damage during transit of items shipped via USPS Media Mail, iam8bit is not able to provide reimbursements or replacements. If loss or damage is of concern to you, we strongly recommend upgrading to an insured and tracked shipping option or purchase Route Protection upon checkout.

Why is my order shipping separately?

Sometimes with mixed orders of multiple items, iam8bit will choose the safest method of packaging to deliver the items to you. On occasion, this means that your order may ship in multiple packages. With orders containing prints, please allow for 10-14 days before they ship.

I don’t live in the US. Will I have to pay duties and taxes on my order?

Since duties and taxes are at the discretion of the customs office within the destination country, if DDU(Delivery Duties Unpaid) is chosen at the time of your purchase, iam8bit is unable to include duties and/or taxes in the shipping price. Therefore, any additional duties and/or taxes accrued from customs are the sole responsibility of the customer.

If you would like to have your orders delivered with customs fees and taxes prepaid, please choose DDP(Duties Delivery Paid) as your shipping method at the time of your purchase.

Do you ship to my country? How much will shipping cost?

We ship to most parts of the globe! The best way to calculate the shipping cost is to add the product you’d like to your shopping cart and proceed to checkout. At checkout, you can input your shipping information WITHOUT entering any billing information. iam8bit will not charge until the billing portion of the checkout process is completed.

What is Route?

​​Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route Protect and looking to file a shipping issue online? File here

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

How does Route Protect work?

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

If you have purchased Route Protection, you must submit a Route Claim on Route’s App or via the Route Resolve Center. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order. Once a claim has been submitted, orders will be eligible for either reimbursement or replacement.