General FAQs

Your gaming merch quest, answered!

Shipping & Delivery

Q: How long does shipping take?

A:

  • Processing Time: Orders ship in 1–3 business days (excluding weekends/holidays).
  • Delivery Times:
    • Domestic (US): 3–7 business days via USPS/UPS.
    • International: 7–21 business days (tracking provided). Delays may occur due to customs.
  • Expedited Shipping: Need it faster? Choose Priority Shipping at checkout for 2–5 business days (additional cost).

Q: Do you ship worldwide?

A: Yes! We ship to most countries. However:

  • Customs/Duties: These are your responsibility. Check your local laws for fees.
  • Restricted Countries: Some regions (e.g., embargoed areas) are excluded. Email us to confirm.

Q: Can I track my order?

A: Absolutely! You’ll receive a tracking link via email once your order ships.

  • Lost Packages? Contact your local carrier first. If unresolved, email [email protected] with your order number.

Q: What if my address is wrong?

A: Email us within 6 hours of ordering. Once shipped, we can’t redirect packages.

Orders & Payments

Q: What payment methods do you accept?

A:

  • Credit/Debit Cards (Visa, Mastercard, Amex) via Stripe.
  • PayPal, Apple Pay, and Google Pay.
  • Cryptocurrency? Not yet—stay tuned for future updates!

Q: Is my payment secure?

A: 100%. We use SSL encryption and never store card details. Payments are processed through PCI-DSS compliant gateways (Stripe/PayPal).

Q: My payment failed. What now?

A: Common fixes:

  • Update your card/PayPal balance.
  • Disable ad blockers/VPNs.
  • Contact your bank for authorization.
    Still stuck? Email [email protected].

Q: How do I use a discount code (like OLDISGOLD)?

A:

  1. Enter the code at checkout (case-sensitive!).
  2. Click “Apply.”
  3. If valid, the discount will reflect instantly.
    Note: Codes can’t be combined and expire after their campaign ends.

Returns & Refunds

Q: Can I return something if I don’t love it?

A: Yes! Returns are accepted within 30 days if:

  • Items are unused, unwashed, and in original packaging.
  • Proof of purchase (order number) is provided.
    Exclusions: Final sale/custom items (see Refund Policy for details).

Q: What if my item arrives damaged?

A: Email [email protected] within 7 days with:

  • Photos of the damaged item + packaging.
  • Your order number.
    We’ll ship a free replacement or refund you—no grinding required!

Q: How long do refunds take?

A:

  • Processing: 3–5 business days after we receive your return.
  • Bank Timing: Allow 5–10 business days for the refund to reflect in your account.

Products

Q: Are your mugs microwave/dishwasher-safe?

A: Yes! All mugs are made of ceramic with heat-resistant, scratch-proof prints. Hand-washing is recommended for long-term vibrancy.

Q: What materials are used for posters?

A: Choose between:

  • Matte Paper: Anti-glare, museum-quality finish.
  • Glossy Paper: Vibrant colors with a slight shine.
    Both use archival inks guaranteed against fading for 5+ years.

Q: Are your designs officially licensed?

A: We collaborate with indie artists and secure licenses where possible. However:

  • Fan Art: Some designs are inspired by games but not officially licensed (e.g., Zelda).
  • Original Art: Unique designs (e.g., pixel hearts, potions) are 100% SujenWebs-owned.

Q: Can I request a custom design?

A: Pitch your idea to [email protected]! If it fits our style, we’ll quote a price and timeline.

Account & Support

Q: Do I need an account to order?

A: Nope! Check out as a guest. Accounts let you:

  • Track orders.
  • Save wishlists.
  • Earn loyalty points (coming soon!).

Q: How do I reset my password?

A:

  1. Click “Forgot Password?” on the login page.
  2. Enter your email.
  3. Follow the reset link in your inbox.

How fast do you reply to emails?

A: We aim to respond within 24 hours (Mon–Fri, 9 AM–5 PM (GMT-5)). Weekends may take 48 hours.

Campaigns & Community

Q: What’s the Retro Revival campaign?

A: A limited-time event celebrating retro gaming! Enjoy:

  • 20% off classic-themed mugs, posters, and keychains
  • A chance to win free merch by sharing retro setups on Instagram (tag #SujenRetro).
    Ends on [Insert Date]—don’t let Bowser steal your discount!

Q: Do you offer wholesale or bulk orders?

A: Yes! Email [email protected] with:

  • Your business details.
  • Quantity/design requirements.
  • We’ll send a custom quote within 2 business days.

Q: Can I collaborate or join your team?

A: We’re always open to collabs! Pitch to:

Sustainability

Q: Are your products eco-friendly?

A: We’re committed to sustainability:

  • Packaging: 100% recyclable mailers + biodegradable bubble wrap.
  • Materials: Soy-based inks, ethically sourced ceramics.
  • Carbon Offsets: 1% of profits fund reforestation projects.

Still have questions?
“Game Over” isn’t in our vocabulary. Email [email protected] or DM us @SujenWebs —we’ll respawn your answer! 🕹️

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