FAQ
We’ll do everything we can to help out here - however, our warehouse works quickly to process orders and our tracking system send out an update around 24 hours after shipment. As long as your item is not shipped, we can cancel or make changes. Please email us as soon as possible and we will see what we can do.
Please e-mail store@solomid.net with the subject line “Cancel/ Change Order/ Address Change and Order #" in the subject line. Our working hours are Monday - Friday from 9am-5pm PST - we work hard to get back to everyone as quickly as possible!
Refunds are transferred back to the original form of payment and will be processed within 48-72 hours of cancellation notification. It may take your bank a few additional business days to post the credit to your account.
If you are trying to change a custom jersey order, please see more FAQ below.
All items with custom gamertags are non-returnable and non-refundable unless there is a product defect. Making changes to custom jerseys is not a guarantee and we will try our best to help you.
Please review your purchase carefully before placing the order and reach out if you have any questions!
Our warehouse works hard to get your order to you as quickly as possible! Most orders ship in 1-3 business days from when order was placed.
In some cases of items pending a restock or pre-sale, the ship time could be up to 15 business days. All items from that order will be shipped together.
We ship Monday through Friday, excluding some U.S. holidays. Any priority orders placed Friday-Sunday will be shipped during the work week as soon as possible using the priority shipping you paid for.
Once your order has shipped, you will receive a shipment confirmation e-mail with tracking after 24 hours. Please allow at least a few business days for the tracking to update. During times of higher order volume than usual, processing time may vary.
Most domestic orders will arrive in 4-10 business days for standard delivery (Hawaii, Alaska, and APO addresses are subject to longer transit times).
If you need the order delivered by a specific date, please reach out and we can let you know an estimated timeframe!
Custom jerseys ship separate- around 15 business days. Priority shipping cannot speed up the production time.
Yes, we do! Most international orders are shipped via DHL and can take 2- 9 weeks for final delivery. International orders are delivered via DHL with final delivery made by your regional postal carrier unless it is a custom jersey order.
Some countries are subject to longer transit times. We have also been experiencing many international delays due to multiple worldwide events.
Due to the way each country's rules and standards vary, the customer is responsible for any customs, fees, or other import taxes which are declared at retail value.
Any custom jerseys are delivered via FedEx, USPS, or UPS.
Any customs fees, taxes, or other import fees may be charged upon delivery of the order and are the responsibility of the recipient - this cost is not included at checkout on the store.
Although charges are not always incurred, assessment of duties and taxes are based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Because the rules and standards vary so much from country-to-country, it is best to contact local customs office if you have any further questions specific to custom fees. If you are unable to pay the customs fees, you will only be refunded the cost of the products once the items have been returned to us.
Any items purchased on sale are declared at retail value, not sale price. Please keep this in mind for customs/duties.
You will receive a new e-mail with tracking information about 24 hours after shipment. Please check your spam folder for this notification. For everything except for custom jerseys, if you don’t receive tracking within 4 business days from order placement and the order does not contain pre-sale/pre-order items, please send us an e-mail with the subject line “Tracking Inquiry” to store@solomid.net.
If your package was lost, stolen, or delayed, please reach out to the postal courier directly. While we are happy to help if we can, TSM does not handle shipping directly. Therefore, we cannot provide you with the most accurate and up-to-date information.
Reshipment fees of a package are the responsibility of the customer if the "return to sender" was due to a customer error (incorrect shipping address, missing unit number, refusal to pay customs or duties).
Read our full Refund Policy here.
Customers are eligible to apply for a refund or exchange within 30 days of purchase. If you do an exchange, your item is no longer eligible for a return. Please go to https://tsmshop.com/apps/return_prime and follow the prompts for our self-return process.
Unfortunately, things happen during packaging and shipping. If your item was damaged or if you received the wrong item, please click the link above and click the appropriate reason for return/ exchange OR reach out at store@solomid.net within 7 days of receiving your item(s).
All refunds and exchange requests are subject to an approval process. You will receive an email with your pre-paid shipping label if your request has been approved.
Refunds are transferred back to the original form of payment and will be processed within 48-72 hours of cancellation notification. It may take your bank a few additional business days to post the credit to your account.
All discounted items are final sale
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All discounted items are final sale
