FAQs 

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What is your refund policy?

We want you to be 100% satisfied with your purchase from Squad 11 Studios. If for any reason you are not satisfied, we would be happy to issue a refund or exchange for any returned merchandise. If your item arrives damaged for whatever reason, we will resend you a new product or offer store credit. If you receive the wrong item, we will send you out the correct item! Our policy lasts 30 days from the arrival of your order.

 

 

How long will it take for my order to arrive?

Our average shipping time for US customers is 3-7 business days. Shipments to international customers may take longer depending on location, but average 10-12 business days. Expedited options are available. All orders are fully tracked. USPS remains committed to providing residential and business customers with essential mailing and shipping services during these difficult times.

United States:

Standard shipping (3-7 business days) Free 
Expedited (5-8 business days) $8.00

Worldwide:

Standard shipping (10-12 business days) $0.00
Expedited (5-8 business days) $8.45

 

 

How do I track my order?

When your items are shipped out, you will receive a notification from us via email providing you with a tracking number and a tracking link. If you haven't received this email or the tracking number doesn't work, no worries. Contact us and we'll get it figured out. We offer protection on any orders that exceed the standard shipping times. If you need more detailed information on order tracking, or didn't receive your shipping notification email please email us at  (insert email address here).

 

 

How long is order processing?

It may take us 3-5 business days to get your order made, packaged, and ready for shipment after being placed. We have a small team but work hard to ensure everyone's orders are shipped promptly. We thank you for your patience, and if you have any concerns after placing your order please send us an email! Once your order has been shipped, you will receive a notification sent to your email with detailed tracking information. If you would like to cancel your order, you MUST email within 24 hours of ordering. If your order has already been shipped, we unfortunately cannot cancel the order.

 

How do I make a return? 

Returns must be postmarked and mailed within 30 days from receipt of merchandise. Merchandise must be unused and in original packaging (where applicable).

Please include the original packing list with your return to avoid any delays in processing. Once the package is received, our warehouse will process the return, and you will be notified via email. Please note: refunds/returns are not provided due to customer error.  Example: incorrect shipping address.
 

 

 

What if I still haven't received my items? 

Please contact us at (email address here) and we will solve the issue. If you feel unsatisfied with the wait time, we will refund you 100% of your order after the original items have been returned. If all else fails, send us a message -  (email address here) - and we'll get things handled! Thank you for your patience and understanding!