📦 More about COVID-19 shipping delays 📦

FAQs

OVERVIEW

 

COVID-19 & YOUR ORDER

How will my order be affected by COVID-19?

Please see this page for the latest information on how your order may be impacted by COVID-19.

 

PRODUCT COLLECTIONS & AVAILABILITY

 

 

Where can I get details about when limited edition collections will be launched?

To get early access to special collections and stay in the loop about future collection drops & exclusive deals, you can join our FNAF AR Merch Store Mailing List. You can also follow us on Instagram to see the latest, but keep in mind that VIPs subscribed to our mailing list will be the first to get details!

What do the different product badges (e.g. Low Stock, Bestseller, etc.) mean?

Please refer to our Product Badge Glossary for further details. 

 

AR FILTER ENABLED PRODUCTS

How do I know if my product is AR filter enabled?

The product will have a 'AR Filter Enabled' product badge on the online store. 

Where do I find the AR filter that can be used with my product?

The AR filters are in the Snapchat mobile application. Please scan the requisite Snapcode on the product page with your mobile camera so that you can be taken directly to the filter. If you are on a mobile device, you can also click the provided link on the product page to access the filter.

How do I use the AR filter for my AR filter enabled product?

Once you have the Snapchat filter enabled, just locate your shirt in your camera's view and you should have your result! The filter will work with the front camera, back camera, and in the mirror.

 

ORDER STATUS 

How do I change or cancel my order?

Orders may not be altered or canceled after they have been submitted. Please make sure all your information is correct before completing the order.


How do I track or check on status of my order?

You will receive a confirmation email of your order to the email address you provided during checkout. If you have not received a confirmation email, please check your spam folder or contact us at customersupport-fnafmerch@illumix.com

You will receive a notification when your order has been shipped. The notification will include a tracking number. Please refer to your shipping carrier for a status on your package. 


Why is my order arriving in multiple shipments?

There are some items that can't be packaged together and will ship on separate packages. For example, a t-shirt and a poster from the same order will ship in different packages each with their own tracking number.


Though they ship at the same time, it's possible for one of the packages to arrive a little earlier or later than the other. If all shipments haven't arrived within the estimated delivery times provided by the tracking information, please contact us.


Where is my confirmation email?

If you have not received a confirmation email, please check your spam folder or contact us at customersupport-fnafmerch@illumix.com


Why was my order cancelled?

Either your order may be cancelled if suspected of fraud or abuse under our Terms of Use or your order may be on hold due to invalid billing or shipping information.


We will attempt to contact you through the email address provided at checkout. 


SHIPPING

How is the shipping of my order impacted by COVID-19?

Please see this page for the latest information on how your order may be impacted by COVID-19.

What are your shipping rates?

Shipping rates are calculated by the shipping carrier selected at checkout. The method of delivery plus the weight of the item(s) and the shipping address generally determine the cost. 

Keep in mind that countries' import regulations might trigger additional duty fees once the package enters the country. This typically applies to countries outside of the United States and the European Union.

Where do you ship?

We ship within the US and internationally with some exceptions based on our shipping carriers. This list may change periodically.


RETURNS
I received a damaged item. What do I do?

Please contact us within 14 days from receipt of your order and send us an email at customersupport-fnafmerch@illumix.com with your order number, photos of the defect or damage with the packing slip visible in the same frame, photos showing how the item was packaged if possible, and let us know if you prefer a refund or replacement. A replacement shipment or the refund will be processed after reviewing the case.


What is your return policy?

Please find our return policy here.

GIFT CARDS
What is the balance on my gift card?
Please contact us via email at customersupport-fnafmerch@illumix.com with the last 4 digits of your gift card code, and e-mail proof of purchase and we will respond as soon as possible with the remaining balance on your gift card, and its expiration date. 

When can I expect to receive my electronic gift card?

Electronic gift cards are received via email once your order has been confirmed at checkout. 

Does my gift card expire?

Electronic gift cards expire 6 months after the date of purchase.


ACCOUNT MANAGEMENT & MAILING LIST 
How do I create an account?

Create your account here. Enter your first name, last name, email, and password. You have now created your account!


How do I reset my password?

You can reset your password here. Select 'Forgot your password?', enter your email, and we will send you an email to reset your password.

How do I sign up for the FNAF AR Merch Store Mailing List?
You can always sign up at the bottom of the store page by entering your email in the field, and pressing 'Join Now'.