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.

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.

My package hasn’t moved in a long time, is it lost?

We know you're excited to receive your stuff — so the fact that your package doesn't appear to be moving must be incredibly frustrating. We hear you. We’re learning that it's no longer unusual for packages to sit for up to a month, waiting to catch a flight or be loaded onto a truck. There are some especially long lines for packages headed to Europe and Mexico. Mail, both domestic and international, has been affected by unprecedented volume increases and employee shortages, and more recently winter storms and related transportation challenges. It’s likely that your box is not lost, it’s just waiting it’s turn.

What happens if the package is lost in transit?

After a missing mail search has been submitted, orders that were not shipped by Media Mail or USPS First Class International will be eligible for either reimbursement or reshipment upon the conclusion of the claims process. 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 90 days of the shipment date. iam8bit will not be responsible for losses reported beyond the 90 day time frame. In the event that your order appears to have stalled in transit, iam8bit will submit a missing mail search with the carrier on your behalf, as soon as you notify us of the issue. It generally takes approximately 2 weeks from point of submission for the USPS to forward a verdict of its findings to us, at which point, we will communicate back to you with this info.

My order arrived damaged, what do I do?

Media Mail and USPS First Class International shipments are not eligible for replacement or replacement components. For all other inquiries, reports of damage must be made with in 14 days of the delivery date. Requests made beyond the 14 day window may not be eligible for processing. Contact Store@iam8bit.com with your order number and a brief description of the issue along with images of the damaged order Please retain all outer packaging as well as the product itself until instructed by iam8bit customer service. The next steps will be determined by the severity of the damage and the availability of items.

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

Media Mail and USPS First Class International are indeed the least expensive methods of shipment, but do not offer insurance or reliable tracking. In the event of loss or damage during transit of items shipped via Media Mail or USPS International First Class, iam8bit is not able to provide replacements or replacement components. If loss or damage is of concern to you, we strongly recommend upgrading to an insured and tracked shipping option to ensure the safe arrival of your purchase.

How long does it take to process a claim?

Claims can only be filed 20 calendar days (for Domestic shipments) from the original shipment date or 40 calendar days (for International shipments) from the original shipment date to allow for delays in transit and missing mail searches. Once a claim is submitted, it generally takes about 10 business days (sometimes less, sometimes more) for the claim to be cleared or denied.

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.