Frequently Asked Questions:
How do I contact customer support?
For any inquiries or assistance, feel free to reach out to us via our Contact Us page. Our customer support team is here to help with any questions or concerns.
Will I receive a tracking number for my order? And Where/How can I track it ?
Yes, once your order is processed and shipped, you will receive a tracking number via email (Shipping confirmation Notice). You can use this number to check the status of your package and follow its journey to your address.
You can use either of these websites :
https://www.17track.net/
https://web.18tracking.com/
And/or your local courrier’s website (example DHL, La Poste, USPS, etc…) all using the same tracking number provided to you.
How long will it take to receive my order?
Orders are typically processed within 3-5 business days. Shipping times (roughly 1-4 weeks) vary based on your location and the shipping option selected. If you feel like an order has taken longer than it should have, or if you notice any kind of issue, please immediately reach out to us via our contact form.
Also please note packages going to Ukraine specifically will take longer (around 4 weeks).
Which countries are available for Delivery ?
We currently deliver packages Worldwide, except for Brazil, Russia, Israel, and some areas too close to military activities in Ukraine.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible. We’ll do our best to accommodate your request, but please note that if your order has already shipped, changes or cancellations may not be possible.
Are refunds accepted ?
Yes! We do have a 30-days refund policy, please check it out as not every case are elligible for it.
What payment methods do you accept?
We accept a variety of payment methods, including major credit cards (Visa, MasterCard, American Express), PayPal, and others as displayed at checkout.
What is this website for ?
HOYOVERSE MERCH is a fansite of Hoyoverse’s games, designed to deliver merch for fans located Overseas.
Please keep in mind, all the data and contents from the games or any other official channels are properties of Hoyoverse (or miHoYo). ~ Meanwhile the comments, suggestions, guides and reviews provided in this website are our personal views, they are for information purpose only and are not representing Hoyoverse’s.
If you are looking to download Hoyoverse’s games, access to various top-up centers, accessing your game accounts, or looking for in-game customer support, please visit the Hoyoverse Official Website.