FREQUENTLY ASKED QUESTIONS
What is a Pre-Order item?
A. A pre-order is an order placed for an item(s) that has not been manufactured or produced yet. Once the pre-order period is complete, the funds from pre-order sales will be used to produce the physical zine and merch items and cover shipping costs. The pre-order period for this zine is between October 1 to October 31.
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Q. Is my order eligible for the Pre-Order bonus item?
A. Please contact us directly with your order number and we will let you know if your order is included in the first 25 orders that qualify for the bonus item via the Contact Us form or send an email to [email protected]
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Q. Is my order eligible for Stretch Goals?
A. If you have pre-ordered the FULL B1: Ultimate Hope Robot Bundle or the B2: Hope Moves Forward bundle, then your order is eligible for stretch goal items.
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Q. When will bundles ship?
A. We are aiming to ship orders throughout mid-February. This date is subject to change depending on factors such as delayed manufacturing times. Should there be a delay in shipping, we will post an announcement on our social media accounts.
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Q. My bundle arrived damaged/ lost in transit, what do I do?
A. If there is a problem with your order (either lost in transit, damaged in transit, or items are missing), please contact us and we will help to sort your order.
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Q. Do you accept refunds?
A. All items and sales are final due to the fact that items for this project are ordered in limited quantities. We will only replace or refund bundles that are lost or incorrect.
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Q. I need to update my shipping address!
A. Please contact us with your order number and we can update your shipping address.
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Q. Are other characters and/or ship content included?
A. Other characters may be depicted in artworks/writing in a friendly/platonic display (no romance or ships), as the zine would like to put a focus on K1-B0.
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SHIPPING POLICY
Q. Where are you shipping from and will there be tracking?
A. We will be shipping from the USA and all orders will come with tracking. We will be shipping via USPS First Class Mail. Domestic orders will take between 4-12 days to arrive. International orders will take between 1-3 months.
Once the postal service confirms delivery to your address, we, unfortunately, cannot take responsibility for your package. Please contact us if your order has been lost or damaged during postal delivery.
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Q. Are you shipping internationally?
A. Yes, we will be shipping internationally, but please note that it may be subject to fees imposed by the destination country as such import taxes, customs duties, etc. These charges will NOT be included in the price of the products/ bundles or shipping costs on the store. These charges are the responsibility of the buyer and we are not responsible for these additional fees and charges that may apply once the package has reached the destination country.
For EU and UK orders, please see the sections below.
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Q. How will I receive the Digital PDF of the zine?
A. Orders that contain the digital PDF do not require shipping and will be fulfilled via email during the shipping period for physical bundles.
For sales tax purposes, please list your actual address regardless of your digital purchase.
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International Shipping: Restrictions
Due to COVID-19, there may be some delays in international shipping. Likewise, may be unable to ship to certain countries that have suspended international mail. If we receive orders from such countries, we will contact you and your order will be refunded.
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International Shipping: UK Restrictions
Only non-physical products/ digital-only bundles are available for sale for those in the UK at this time.
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International Shipping: EU Restrictions
Due to shipping restrictions in the EU, please note that the buyer is responsible for any additional fees that may be imposed on the package, such as VAT guidelines and fees, and taxation. The buyer will need to pay VAT as outlined by your country of residence.
We will NOT be collecting VAT for EU-based orders; these fees will not be included in the product pricing or shipping cost. These fees are the responsibility of the buyer and will have to pay those fees by their customs office upon package arrival.
We will still be able to fulfill non-physical products/ digital-only bundles during the shipping period.