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Customer Care

  • What are the countries that are impacted by shipping delays of The Log Plush?

    APAC customers purchasing The Log Plush may experience a delay of up to 4 weeks due to limited inventory in our Asia Pacific warehouse.  

    The following countries are expected to experience this shipping delay:

    Afghanistan, Argentina, Australia, Azerbaijan, Bahrain, Bangladesh, Bhutan, Bolivia, Brazil, British Indian Ocean Territory, Brunei, Cambodia, Chile, Christmas Island, Cocos (Keeling) Islands, Colombia, Cook Islands, Ecuador, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, Guyana, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kiribati, Kuwait, Kyrgyzstan
    Lao People’s Democratic Republic, Lebanon, Macao, Malaysia, Maldives, Mongolia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Niue, Norfolk Island, Oman, Pakistan, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Russia, Samoa, Saudi Arabia, Singapore, Solomon Islands, South Korea, Sri Lanka, Suriname, Taiwan, Tajikistan, Thailand, Timor Leste, Tokelau, Tonga, Turkmenistan, Tuvalu, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Wallis And Futuna

     

  • Will I get my package before Christmas?

    Shipping timelines are estimates based on carrier averages.  We also have no control over local customs and carrier delays.

    For best chances of receiving order by December 24th, please be sure to place your order by the following dates:

    12/16 = United States (Contiguous only.  HK, AK and PR are excluded)

    12/1 = Central/South America

    12/10 = Rest Of World (all areas outside of Continental United States)**

    **Unfortunately we are unable to guarantee delivery by 12/24 for our Canadian customers due to ongoing labor issues involving Canada Post
  • What are your available shipping methods?

    Your order will be shipped from either our Los Angeles, Netherlands or Hong Kong fulfillment center via the carrier you choose at checkout. 

  • What countries do you ship to?
    We ship to most countries worldwide.  If you would like to ship to a EU address, please visit our EU store: https://eu.shop.supercell.com/.  For shipping to China, please visit our CN mall:  https://cn-mall.supercell.com/ .
  • How do I change the shipping address for my order?

    If your order has not shipped yet, such as a pre-order, please contact us.

    If your order is already being processed, you will need to contact the carrier directly. We suggest using the feature available within your shipping confirmation email to contact the carrier.

  • What about duties, taxes, and V.A.T.?

    The customer is responsible for any applicable sales tax set by your county, state, and/or country. Please see the checkout page for more details and current rate(s). In addition, some couriers may require you to pay local duties on your shipment.  If you choose to refuse the customs fee and the parcel is returned back to Supercell Shop, the shipping & handling fee will be deducted from your refund.


    If you are from the EU, please make sure to shop from our VAT inclusive shop: https://eu.shop.supercell.com/

  • Can I have an order shipped to a P.O. box address?
    Yes. If you choose a P.O. box address for your delivery, the carrier will default to USPS. Other carriers do not deliver to P.O. boxes.
  • My order hasn't arrived. Could you tell me where it is?

    You should receive a shipment confirmation email within 24 hours of your package leaving our facility. That email will contain all necessary tracking information and is updated in real-time.

    If your estimated delivery date has passed or you never received a shipping confirmation, make sure you track your package, and then contact us if necessary.

  • What happens if there is a delivery delay?
    You will be notified immediately if your shipment is delayed. Please check your email and if necessary, spam folder.

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