GENERAL ORDER QUESTIONS

Who do I contact if I have a question about an order or product?

Please get in touch with us at store@solomid.net. Our working hours are Monday - Friday from 9am-5pm PST - we work hard to get back to everyone as quickly as possible!

Can I call you with a question?

We do not offer phone support - please send us an e-mail with your question(s) and we’ll help you out.

Help! I ordered the wrong size. Can I change the size before it ships?

We’ll do everything we can to help out here - however, our warehouse works quickly to process orders and we may not be able to make the change. If you’d like a different size, we can cancel/refund your current order if it has not shipped yet and you may place a new one. Please e-mail store@solomid.net with the subject line “Cancel Order” and include your order number in the subject line.

I’m looking for an item that I don’t see listed on the webstore. Is the item available?

All items listed on the webstore are what we currently have available for purchase. Keep checking back for new items!

I want to purchase an item but I don’t see my size. Can you print just one in my size?

All sizes currently offered will be listed on the webstore. If your size is out of stock, it may be restocked soon!

Can I get my favorite gamer to autograph my merchandise?

Unfortunately, we are unable to accommodate autograph requests.

I ordered an item with a custom gamertag and would like to return it. How can I do this?

All items with custom gamertags are non-returnable and non-refundable unless there is a product defect. Please review your purchase carefully before placing the order and reach out if you have any questions!

 

SHIPPING

How long does it take for my order to ship?

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, the ship time could be up to 10 business days. We ship Monday through Friday, excluding some U.S. holidays. Once your order has shipped, you will receive a shipment confirmation e-mail with tracking. 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.

Custom jerseys with your gamertag ship separate within 15 business days.

 

Do you ship internationally?
Yes, we do! International orders are shipped via DHL and can take 2-5 weeks for final delivery. Certain countries are subject to longer transit times. 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.


What shipping carriers do you use?
All domestic orders will be shipped via FedEx with final delivery made by USPS. International orders are delivered via DHL with final delivery made by your regional postal carrier.


Do you offer expedited shipping options?
We do offer FedEx expedited shipping which has a 2-3 day transit time frame once the order is shipped. Orders placed using this method are typically shipped within 1 business day from order placement. If you need the order delivered by a specific date, please reach out and we can let you know an estimated timeframe!


Can I change my shipping address?
We are not able to guarantee making changes once the order is placed. If your order has not yet been shipped, we will make every effort to change it! Please send an e-mail to store@solomid.net as soon as possible with the subject line “Change Shipping Address” to inquire about changing your shipping address.


TRACKING
When will I receive my order?
Once shipped, most domestic orders will arrive in 4-10 business days for standard delivery (Hawaii, Alaska, and APO addresses are subject to longer transit times). International orders can take 2-6 weeks for final delivery. Certain countries are subject to longer transit times.


How can I track my order?
Once your order is shipped, you will receive a new e-mail with tracking information. Please check your spam folder for this notification - if for some reason you don’t receive it 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.


My tracking status has not updated. What’s going on with my order?
UPS/FedEx tracking updates are not always updated in real time and typically start to update within 1-2 days. International tracking numbers can take a bit longer to show tracking updates. Please keep checking your tracking status and you should start to see updates! If you’re still not seeing tracking updates, please send us an e-mail with the subject line “Tracking Inquiry” to
store@solomid.net.


RETURNS/EXCHANGES/CANCELLATIONS
Help! My order came in damaged/incorrect. How can this be fixed?
Please reach out to store@solomid.net and we’ll help you out!


Can I return/exchange an item?
Customers are eligible to apply for a refund or replacement within 30 days of purchase. Please go to https://tsmshop.com/a/returns and follow the prompts for our self-return process.


How can I cancel my order?
As long as your order has not shipped, we can cancel your order! Please send an e-mail to store@solomid.net with the subject line “Cancel Order” and include your order # in the subject line - we’ll take care of that for you. 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.

 

Shipping to other countries?

Yes, we do international shipping. We ship to most countries except those countries that we are prohibited to ship to. Yes we ship to: Canada, Brazil, Europe, Eastern Europe and etc. We are not responsible for customs fees, taxes, duties, or import charges.
Note: We do not ship to Argentina, for most of the packages got lost when sent to this country.

How much will shipping be? 
For United States: 
Package weight (0.1 - 1 lb) - $5
Package weight (1.01 - 2 lbs) - $7
Package weight (2.01 - 4 lbs) - $8
Package weight (4.01 - 50 lbs) - $10

For Germany, UK and Canada:
Package weight (0 - 0.5 lb) - $8
Package weight (0.51 - 1 lb) - $9
Package weight (1.01 - 2 lbs) - $11
Package weight (2.01 - 3 lbs) - $14
Package weight (3.01 - 4 lbs) - $15
Package weight (4.01 - 5 lbs) - $18
Package weight (5.01 - 10 lbs) - $25

For international countries: 
Package weight (0 - 0.5 lb) - $9
Package weight (0.51 - 1 lb) - $11
Package weight (1.01 - 2 lbs) - $18
Package weight (2.01 - 3 lbs) - $23
Package weight (3.01 - 4 lbs) - $29
Package weight (4.01 - 5 lbs) - $35

Estimated weights of apparel/accessories:

Weight for t-shirt by size in lbs: 
S= 0.5; M= 0.5; L= 0.6; XL= 0.6;  XXL= 0.7; XXXL= 0.8 

Weight for TSM jacket by size in lbs: 
S= 1.2; M= 1.3; L=1.4; XL= 1.5; XXL= 1.6

Weight for hoodie by size in lbs: 
S= 1.1; M= 1.2; L=1.3; XL= 1.4; XXL= 1.5; XXXL= 1.6 

Weight for wristband = 0.1 lbs
Weight for poster = 0.7 lbs
Weight for key chain = 0.2 lbs
Weight for stickers = 0.1 lbs
Weight for TSM Hat = 0.9

 

Does TSM Offer Promotions?

Yes we do. We like to reward our awesome fans by giving out codes. Follow us on Facebook, Twitter and Instagram to make sure you don't miss them!
 

Where can I use promo code?

During check out process. Before you completely pay for it. I am sure you will see it once you click next and go closer to checking out. 

What if I need a bigger size?

Sorry, we are not able to provide sizes other than the ones listed.
 

How can I choose my shirt-size?

All of our products have size charts posted in their descriptions. Note: The shirt will be shrunk about an inch each side after machine warm wash and hot drying. 

Have a problem with your orders?

Email: store@solomid.net