I haven't received my order

Modified on Wed, 14 Feb 2024 at 03:52 PM

It's exciting to stumble on the perfect product to compliment your collection. And it can be hard to wait until that purchase arrives at your door. At Merlin 3D Studio, we understand what you're experiencing! So we want to shed some light on what happens behind the scenes and then give you a few resources just in case.

When you order a product through a Merlin 3D Studio brand, most are built-to-order. This means that the large majority of our products are not sitting on a shelf waiting to be shipped to you (unless specified on the order page). In most cases we launch a product through a pre-ordering process. Pre-orders are typically collected for a few months, and then the the whole batch of orders moves forward to production. The production process itself is very detailed and can take time. Typically 10-12 months. Once production is complete, we will ship your order to you. Shipping times  can vary based on your location. If you live in the United States, shipping can take 2-3 weeks on average. If you live in an international location, it will typically take longer. 

All of that is the norm. However we want to equip you for when things don't go according to plan. To start, we maintain a status page on our website. Check it to see if your purchase should have already been delivered. We also have a large community on Discord. Discord is a live chatting tool that allows you to communicate with other owners and even talk directly to our staff! We will usually be there discussing the status and progress of each product as it goes through production. So joining us on Discord is a great way to quickly catch up and find out if your product has shipped. You can join us on Discord using this link. If you have exhausted these resources or need immediate help, please Open a Ticket.

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