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# Physical Merchandise FAQ

Created by: Maxwell Carper III

- October 24, 2023 21:47
- Updated

The Roberts Space Industry Store offers physical merchandise items and garments inspired by the game. These items typically have full sizing, when applicable, and regular availability. However, some merchandise may only be available for a limited time. While exceptionally popular items may receive additional stock, others have only a set quantity and once they are gone, they are gone!

If you have any questions or concerns regarding your order or available merchandise please submit a support ticket for assistance.

Feel free to read through the information listed on this page at your leisure to understand the ins and outs of your physical merchandise order. Or if you are looking for answers to something specific, look through this list of links to jump directly to the relevant question and answer:

- What do Pre-Order, Limited Stock, and Sold Out mean on the Website?
- Which countries can receive Star Citizen Merchandise?
- How are shipping fees calculated?
- How is tax calculated?
- Can I ship to an alternate location?
- Are merchandise orders available for use with Store Credit?
- How do I choose the correct size?
- Can I purchase more than one item at a time?
- What is the processing time before my order ships?
- Where is my item shipping from?
- Has my order shipped?
- How do I cancel or change an order?
- How do I change my shipping address?
- Why does my order show an error after payment was submitted?
- What is the Status of My Order?
- How long does a shipment usually take to arrive?
- What if my item does not arrive?
- What if I received an incorrect or damaged item?
- What if I have moved or the recipient has moved?
- What if my item is "Returned to Sender"?
- My order qualified for a brochure. Will I receive a confirmation when this shipped?
- My pledge has an 'Original Collector's Box" item. When will these be shipped?
- Can I return an item for a refund?

##

## What Do Pre-Order, Limited Stock, and Sold Out mean on the website?

When shopping on the RSI website, the merchandise may be designated as “Pre-Order,” “Limited Stock,’ or “Sold Out.” Those designations are used to indicate the following meanings:

PRE-ORDER

A pre-order is typically used for limited-edition merchandise items that will have a future release. By purchasing ahead of release, you are ensuring receipt of the item. Should unforeseen events occur where the pre-order is unable to be fulfilled, support will either reach out to you or you are welcome to contact support for further assistance.

LIMITED STOCK

When an item displays limited stock, it typically means that the stock is reaching critically low quantities and/or that sizes within the item have completely sold out. While the website is updated regularly to reflect stock values, we are unable to guarantee a limited stock item is not already sold out.

SOLD OUT

An item that is sold out has no remaining stock in the warehouse. Sometimes out-of-stock items will be replenished, but frequently sold out indicates the end of a run.

## Which countries can receive Star Citizen Merchandise?

The following countries are currently supported by our merchandise fulfillment services:

Australia | Austria | Belgium | Bulgaria | Canada
Croatia | Republic of Cyprus | Czech Republic | Denmark | Estonia
Finland | France | Germany | Greece | Hungary
Ireland | Israel | Italy | Japan | Korea
Latvia | Lithuania | Luxembourg | Malta | Netherlands
New Zealand | Norway | Poland | Portugal | Romania
Slovakia | Slovenia | Spain | Sweden | Switzerland
United Kingdom | United States |  |  |

Players that attempt to place an order with a shipping address located in a country that does not appear in the above list will either see the merchandise listed as "Sold Out" or receive an error if the pledge contains physical merchandise items.

Should this list change in the future, we will update this page accordingly.

If your shipping address falls under the postal regulations of a country listed above but encounter issues placing your order please contact support for assistance and we will be happy to investigate on a case-by-case basis.

## How are shipping fees calculated?

Merchandise items on the storefront will not be displayed with their shipping fees, they are calculated based at checkout. You can order more than one merchandise item at a time but keep in mind that shipping costs are calculated by weight, so larger or heavier orders are subject to higher shipping fees.

## How is tax calculated?

Tax will be applied depending on the country associated with your shipping address. Some countries will levee import taxes and duties on top of the tax already paid. For more on this, please refer to our Terms of Service; Section VII: Merchandise

###

## Can I ship to an alternate location?

Yes, you will need to enter the address in your saved address book. During checkout, enter your billing information in the appropriate section and enter the address you would like to have the item shipped to in the shipping section.

Alternate shipping address can be used and saved to your accounts Address Book.

Keep in mind that we will only be able to ship physical merchandise to destinations within the countries in the list above.

## Are merchandise orders available for use with Store Credit?

No. Store credit cannot be used to pay for physical merchandise items or shipping fees.

###

## How do I choose the correct size?

Clothing, or other sized merchandise will have a measurement sheet available for reference. The sizing guides are provided by the manufacturer - so we recommend laying a well-fitting garment flat, and taking measurements to compare against those listed. That information should allow you to select the best size most suited to your usual fit.

###

## Can I purchase more than one item at a time?

Yes. Please keep in mind that shipping costs are calculated by weight, so large orders are subject to higher shipping fees.

###

## What is the processing time before my order ships?

In stock items should begin shipping within 24 hours. Unless your order was placed on a holiday or weekend. It will ship on the next available business day.

Pre-order items will have an estimate of availability located on the store page.

This will also apply for pledges that contain both digital and physical items, or bundle packages.

Other stock availability messages you may see are:

Back-order – Though currently out of stock, production has not concluded, and new inventory is on the way.

Orders containing Back-order items will be fulfilled in stages as each item becomes available. If an order contains items that are currently in stock, it will ship what is available, and once the back ordered part of the order arrives it will be shipped as a separate order.

Out of stock – Current inventory is depleted, and no new orders are being accepted. If this item comes in multiple sizes, some more popular sizes may be depleted before others

Discontinued – No longer displayed on the store, these items have been discontinued. You may see this item again someday, or another similar product introduced to take its place.

###

## Where is my item shipping from?

Unless otherwise stated, all US orders are shipped from within the US, and all International orders are shipped from within the European Union.

###

## Has my order shipped?

Once your order is shipped you will receive a confirmation email to the email address used during checkout. If you have not received an email, please check your spam folder and search for mail from the address: no-reply@robertsspaceindustries.com

To prevent this issue from recurring, you can find instructions on how to whitelist this email address here: Updating Your RSI Account Email Address

###

## How do I cancel or change an order?

RSI Support can only make changes to orders that still have a Shipping status of "Pending”. Orders cannot be amended or canceled once the shipping status is updated to "Submitted”. Please note that "Fulfillment" refers only to the payment status of an order. RSI Support will attempt to update or cancel orders upon request, however due to the speed at which orders are processed it is not always possible to cancel an order.

For citizens of the EU please refer to the Terms of Service for more information: Terms of Service; Section VII: Merchandise

## How do I change my shipping address?

Due to the speed at which some orders are processed, RSI Support will be unable to amend orders after the status is updated to “Shipping”. If tracking has been provided, we recommend reaching out to the delivery company via the link provided in your tracking email. If no link is provided, please contact RSI Support and we will see what can be done.

###

## Why does my order show an error after payment was submitted?

In the event your order should have an error during processing the system will attempt to resubmit the payment and order information. However, should an error persist for more than 72 hours you should contact RSI Support for guidance.

###

## What is the Status of My Order?

Please check your confirmation email for any additional information on the status of your order. US orders weighing over 1 lb. should receive a UPS or USPS tracking number. International orders may receive tracking or a waybill at the discretion of the local shipping courier or postal service. RSI may or may not be provided with any tracking information.

## How long does a shipment usually take to arrive?

Delivery time from when you receive your shipping confirmation email is typically 4-14 business days but may take longer depending on current shipping conditions. Ordering during major holidays or to remote locations may be subject to longer shipping times. We ask that you allow for 3 weeks of shipping time before contacting support.

If you have received a tracking code for your package, you should contact the courier that provided the code for assistance. Back-order and Pre-order items will ship as soon as inventory arrives at the warehouse. Please look for an estimated shipping delay note on the item description in the Pledge Store.

###

## What if my item does not arrive?

Please contact RSI Support with the order ID and tracking number, if you have it. We will investigate the order, check its location and status, and verify the shipping information with you. If it is determined that the order has been lost in transit RSI support will provide a replacement or refund the order.

###

## What if I received an incorrect or damaged item?

Please submit a support ticket and provide as much information as possible along with photos. This will help us make a determination of the appropriate action needed.

## What if I have moved or the recipient has moved?

Contact your local post office to have your mail forwarded to your new address. Once the items have left the manufacturer they will be delivered by your local postal service. You may also be able to change the address from the shipping page if the order is listed as “Pending.”

## What if my item is "Returned to Sender"?

In the event your package has not been received it will be returned to sender. Submit a support ticket with RSI Player Relations for assistance along with your notice that your order has been returned. A replacement will be arranged, or a refund provided.

## My order qualified for a brochure. Will I receive a confirmation when this shipped?

No, brochures will be shipped via regular mail. It will be announced via Spectrum of when mailing has begun. No tracking information will be provided for brochures, or other merchandise under 2 kg.

## My pledge has an 'Original Collector's Box" item. When will these be shipped?

Most of these items will be processed for shipment once the game is complete. When these items are ready to start shipping, we will be sending out an email to inform the owners of these pledges and to confirm current shipping addresses. More information will be provided at that time. However, if anything changes you will be updated.

###

## Can I return an item for a refund?

Please Contact RSI Support with any questions regarding your order or potential refund. Further detailed information may be found within the Terms of Service. Note that any merchandise sent back via return post will not be received.

### Related articles

- Loaner Ship Matrix
- Concierge Levels and Rewards
- Returning Merchandise
- Star Citizen Alpha 4.0.2 Known Issues
- Pledge Items Lost on Death