Frequently Asked Questions for Shop Gearbox

    • GENERAL QUESTIONS:

    • Who is Shop Gearbox? Who is Treehouse Brand Stores (THBS)?
    • Shop Gearbox is operated by Treehouse Brand Stores — from website creation, apparel design & production, to inventory management, and customer service. Gearbox Software is a client of THBS; products sold here are all licensed from and approved by Gearbox Software.
      More information about THBS and our other clients can be found on our website: http://treehousebrandstores.com.
    • Where is Shop Gearbox based?
    • Treehouse Brand Stores has its corporate office in Denver, Colorado, USA, and fulfillment warehouse in Aurora, Colorado, USA. Please take this under advisement when considering hours of operation and shipment information.
    • Is there a retail outlet for Gearbox Software products?
    • No. All of the products designed and produced by us are available exclusively from this website. Some of the mass-produced items (strategy guides, books, toys, etc) may be available elsewhere, but will have no affiliation with THBS.

    • PRODUCTS:

      • Lithographs:

      • What are lithographs?
      • Lithographs (or “Lithos”) depict highly detailed images from varied locations, or of various characters within your favorite game. They are created by individual artists on Gearbox Software's staff, and captured on high quality (100lb.) paper for display. Lithographs generally come in two varieties:
        • Limited Edition: Most of these are sized at 18"x24", but some special ones are printed even larger. These lithographs are very collectible as they are printed only once with a set number produced (300-500, depending on the litho). Each are individually signed and numbered by the artist who originally created the image.
        • Unlimited/Mini: Most of these are sized at 12"x16" or 9"x12". These unlimited lithographs are typically printed with a higher quantity than regular lithos and are occasionally reprinted at the discretion of THBS and Gearbox Software. These are NOT numbered or signed by the artist.
      • I missed out on a limited lithograph release; will there be more?
      • Lithos are occasionally combined into a pack of 2-4 different images when first released. Lithos that are not separated into packs will be sold as singles at a later date. Later still, the final few lithos that were held back to cover possible shipping damages will be released for sale. After these final few lithos are sold (usually very quickly), no more copies of that image will be produced or sold. However, the same image may be released sometime in the future in an Unlimited/Mini edition.

      • Apparel:

      • How do I determine which size to order?
      • If in doubt, measure yourself and use the size chart provided for each article of clothing to pick out the best fit for you. Our measurements are made from seam to seam, with width taken just below the arm, and height measured from the shoulder to the bottom of the garment.
      • Will it shrink?
      • Most apparel sold by us are 100% cotton, so they are very likely to shrink if you wash them in warm/hot water and use high heat in the dryer the first time they get laundered. Nearly all of our blanks are not pre-washed, although the fabric must pass a test on shrinkage — no more than 2.5% — so normal washing should not cause shrinkage of any issue.
      • How are the garments printed?
      • All of our shirts are printed using state-of-the-art screen-printing processes and other apparel embellishment techniques, including soft-hand inks, water-based inks, specialty inks, foils, flocks, appliqués, and embroidery. Because our items are all printed via custom processes, color variances can occur between products. The item description should include a note about any especially noteworthy printing processes.
      • How should I wash my shirts?
      • Various fabrics and printing processes handle being laundered differently, but a good general rule for preserving shirts is to wash them inside out in cold water and hang them to dry.

      • Media and Accessories:

      • Will there be a physical soundtrack released?
      • There are no plans for a physical CD (etc) at this time.
      • Are the books/table-top games available elsewhere?
      • Yes. They are listed in Shop Gearbox for your convenience, however all should be available elsewhere online. The novels can probably be found within your local bookstore, the table-top games will be in most hobby shops, and the strategy guides should be available at your local video-game store.

    • ORDER PROCESSING:

      • Ordering:

      • How do I place an order?
      • Click the buy button for each product you wish to purchase. When you're done shopping, log in (or create) your Shop Gearbox account, and then click on the shopping cart. After you confirm all the items you wanted are present, click “Proceed to Checkout” where you will specify payment and delivery methods. Then comes everyone's favorite part: waiting for your shiny new stuff to arrive in the mail.
      • How will I know if my order has been accepted?
      • After your order has been successfully placed, you will be directed to a confirmation page. You will receive an order confirmation that includes a receipt and order number. Additionally, your Treehouse profile will have a section labeled “See Orders” where you can find the same information. If you ordered via PayPal and did not create an account with us, you cannot track your order on the site.
      • What does “Pending Fulfillment” mean?
      • This status means we have received your order, and it is being processed by billing and our fulfillment center. This process can take up to 72 hours, depending on the shipping destination's country and the time of day the order is placed. Our fulfillment center does not ship on weekends.
      • When will my “Pre-Sale” item ship?
      • The pre-sale item's description will include an approximate ship date. Please be aware that any other items ordered at the same time as the pre-sale item will also be held until the release date. Pre-sale items are charged at the time of purchase, not at time of shipping. Shipping dates noted on pre-sale items are estimates only, and actual ship dates may change due to time of year, product availability, or other conditions out of our control. Shipping times will vary depending on your chosen shipping method and your location.
      • How do I cancel my order?
      • Once an order is placed, there is a very limited amount of time before it can be canceled. You can pull up your order in the Account Center and check your cancellation options there. If that time has lapsed, please create a Support Case and we will try our best to accommodate your request.
      • How do I make changes to my order?
      • Once an order is placed, you cannot add items to it. If you ordered an item in error and the order has not yet shipped, you can create a Support Case to get the item removed from your order.
      • The item I ordered is now on sale, can I receive the discount?
      • If you ordered an item that went on sale within 5 business days of your purchase, please create a Support Case to request a price adjustment.
      • What methods of payment are accepted?
      • American Express, Visa, Mastercard, Discover, and Paypal.
      • Can I place an order over the phone or over email?
      • No. All orders must be placed online through this website.

      • Billing:

      • When will my credit card be charged?
      • You will be charged when your order is submitted—not at time of shipping or delivery.
      • I canceled my order. Why do I still have charges on my account?
      • When you checkout, an authorization is sent to your financial institution to put a “hold” in the amount of your order. The hold will drop off within 3 - 8 business days (depending on your bank or financial institution) after your order is canceled. We are unable to remove pending charges for orders that did not make it into our system. We make it a priority to protect our customers from fraud as diligently as we can. If the name on the account doesn't match the name or address of the credit card holder or item recipient, the order will likely get flagged in our system. If you are ordering on behalf of someone else, please create your own account (in your name), as this will simplify the billing process for everyone involved.

      • Shipping:

      • What shipping methods are used?
      • Domestic orders are shipped via UPS, FedEx, or USPS. All 2nd day orders are shipped via UPS 2-Day. International orders are shipped via the following methods:
        • XPO Canada:
        • This shipping method is used for all shipments to Canada. Tracking information is updated AFTER the order has cleared customs and is picked up by Canada Post for delivery.
        • XPO Australia:
        • This shipping method is used for all shipments to Australia. Tracking information is updated AFTER the order has cleared customs and is picked up by Australia Post for delivery.
        • XPO Air International:
        • This method is used for many parts of Europe, including the UK.
        • For UK shipments, tracking is provided for Home Delivery Network (HDNL), which is the ground delivery service. HDNL tracking information will be updated after the item clears customs and has been picked up by HDNL for delivery.
        • For all other countries where XPO Air International is utilized, tracking is not available.
        • USPS International:
        • This method is used for many international shipments. Tracking information is not available for orders shipped via this method.
        • USPS Priority International:
        • This is a trackable method for international shipments, and barring customs delays, also has the shortest international delivery time-frame.
      • How long after I place my order will my items be shipped?
      • Most domestic orders received before 1pm MST Monday-Friday will ship the same day. International orders must be received and processed by 10am MST or they will be shipped out the following day. Due to the fact that we do not process orders after 6pm MST or on weekends, please allow up to 72 hours for your order to be processed. For example, if you order Friday night, your items will not be shipped until the following Monday. Please note that even if you request 2-Day shipping, your item will not ship until your order has been processed.
      • How will I know when my order has shipped?
      • You will receive a shipment confirmation email that should contain a tracking number (depending on your chosen shipping method) when your order has been scheduled for pickup. Your order will be shipped within 24 hours of your receiving this email.
      • How long will my order take to arrive?
      • It largely depends on where you live and which shipping method you chose. International shipping time-frames are estimates only, as customs processing can occasionally delay delivery by up to 2 weeks. Please keep in mind that ordering 2-day does not guarantee delivery 2 days from the time of order, but from the ship date.
      • How do I track my order?
      • All domestic orders are shipped with a tracking number that will be sent out to you when your order leaves our fulfillment warehouse. You can track your order online using the website of the shipper, or by just Googling the tracking number. For Canada, the UK, and Australia, the tracking that is provided is through the national postal system, and tracking will only be updated when the items have cleared customs and been picked up by the local post service.
      • How much does shipping cost?
      • The shipping cost is calculated by the weight of the item(s), the shipping address, and the chosen shipping method (ground, air, expedited, international). The final shipping cost is presented before you submit your order and can be calculated from the shopping cart.
      • Why is 2-day shipping my only option at checkout?
      • This occasionally occurs when the cost of ground shipping and 2-day shipping are the same. You are simply receiving a faster ship method for the same price that you would be paying for the slower ground shipping.
      • How will my item(s) be packaged?
      • Apparel can be shipped in a soft envelope or a box, depending on the number of items in the order. Lithographs are sent in flat cardboard boxes layered with cardboard inserts to protect them during shipping. Oversized lithos are sent rolled in a sturdy poster box. Posters are shipped in a poster tube. Orders containing both apparel and artwork are often shipped in multiple packages.
      • I live near Denver, CO; can I pick up my order?
      • No. All items are shipped from our fulfillment warehouse.
      • What if my shipment is taking “too long”?
      • If a significant amount of time has passed (1+ weeks with no Shipping Confirmation E-mail, 2+ weeks waiting for domestic delivery, 4+ weeks for international delivery) and you don't have a tracking number, please create a Support Case. For international orders, please be patient. Your order has to go through customs which can delay a delivery significantly, and we have no control over that process.
      • What if I'm missing an item?
      • You may have ordered items that could not be packaged together (i.e. Apparel and Artwork), and therefore had to be shipped separately. If you do not receive the missing item within a day or two after receiving the first shipment, please create a Support Case.
      • What if something I ordered is damaged upon delivery?
      • Create a Support Case concerning the damaged product and include photos taken of the damage, if possible. For lithographs that are damaged in transit, there are special instructions which will be issued to you by Customer Service upon receipt of your Support Case.

    • RETURNS/EXCHANGES:

    • What is the return/exchange policy?
    • Products can be returned or exchanged within 30 days from the date of purchase when accompanied by a Return Authorization number. All apparel must be unworn and unwashed (no exceptions), and in saleable condition. Exchanges may be made for products of equal or lesser value.

      Shipments “returned to sender” due to a missed delivery, incorrect address entered by the customer, or delivery refused by customer, will be refunded, less the cost of shipping and any additional return shipping charges incurred by us. If you would like your order re-shipped, please create a Support Case with the request.

      Items shipped back for return/exchange MUST be sent to our warehouse shipping address. Any items returned to our corporate office will delay the processing of your return/exchange.

      Treehouse Brand Stores
      c/o AtLast Fulfillment – Returns
      22100 E. 26th Ave., #100
      Aurora, CO 80019
    • How do I exchange an item?
    • Please create a Support Case asking for an item exchange. Include your order number and the item (and size) you want instead. If your exchange is within the terms of our exchange policy (above), you will receive a Return Authorization number and complete instructions about the return shipping. You will be responsible for paying shipping back to us, and we will pay to ship the new item to you.
    • How do I return an item?
    • Please create a Support Case asking for a return. Include your order number and the item(s) you will be returning. You will receive a Return Authorization number and complete instructions about the return shipping. If the return is due to a mistake on our part (e.g. wrong or defective/damaged item), we will provide a pre-paid shipping label. If you are returning an item because you are not happy with it, you are responsible for paying the return shipping costs. Upon receipt and inspection of your item, we will issue you a refund for its value.
    • What if the item that I want to exchange is no longer in-stock?
    • We cannot guarantee that exchanges on discontinued items will be available at the time of receipt. We do not hold back discontinued items. If upon receipt of your item we cannot fulfill your exchange, you will be notified by a Customer Service representative with further instructions.

    • TECHNICAL:

    • How do I create a Support Case?
    • Log into your account at Shop Gearbox, click your account's name where “Guest” was previously displayed, and select “Contact Support”. Title the ticket accurately, select an item that best relates to the issue you'd like addressed, and accurately explain your issue - be sure to include the order number and any other significant information.
    • How do I change my account's password/email address?
    • When you go to log in, select “Forgotten your password?” You will receive an email shortly to help you reset the password. If you are already logged in, log out to access this option. For email address changes, please create a Support Case and submit the address that you would like associated with your account.
    • Who should I report a site error to?
    • Open a Support Case and explain the issue you are having with the website describing exactly what the error is and what you were doing prior to the error. Site errors can be hard to reproduce, so please make sure to include any other pertinent information like browser version and operating system.
    • Why can't I track my order on this site?
    • If you submitted your order without creating an account/or without logging in to your account here, you cannot track your order through the site. This applies to both credit card orders and PayPal orders. Only orders placed through a valid Shop Gearbox account can be tracked on the site.
    • What does “Checkout overload” mean?
    • This error occasionally occurs during high volume store activity. If you're having trouble checking out and receive an error message, please be patient and try again shortly.
    • Why do I have a blank order history?
    • There is a rare error that involves not displaying a customer's order. Rest assured, even if your order history is blank after recently ordering an item, if you received an order confirmation number, the order was successfully submitted.
    • I can't find my answer in the FAQ, who should I ask?
    • Please feel free to create a Customer Service Support Case if your question is not addressed by this FAQ.