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How to Contact Us:

Leave us a voicemail: 1-866-806-8865 (Messages are checked and returned Monday through Friday during normal business hours)
Email us: store@bethsoft.com

General Questions

Check Your Order Status

To check your order status, please enter your order number at our Where’s My Stuff page. If you need more information or your order is not found, please contact Customer Support.

Retail Outlets

We do not have a retail outlet for our products. Most of the products on this website were designed and produced exclusively for this store. Third party items, such as strategy guides, books, and toys may be available elsewhere as they are mass produced and widely distributed.

Sales and Promotions

From time to time, we will run limited time sales and promotions featuring products which have temporarily been marked down. Sale banners in the store or on social media sites will state the terms of the promotion and active dates.

All sales will end at 11:59 PM MDT(UTC/GMT -7 Hours) on the stated date. Orders placed outside of the promotional period are not eligible for the sale price. “Rain Checks” will not be applied to items which go out of stock during the promotional period, nor for transactions which did not complete during the sale.

Other discounts may not be applied in addition to the promotional discount. Store credit may be applied during limited time promotions. Some items, including pre-sale and deposit items, may be excluded from promotions.

Pre-Sale and Deposit Items

Some items in the store have a pre-sale status or only a deposit will be collected. This will be indicated in the product description page. The approximate ship date for the product is on this page, but is subject to change without notice.

For Pre-Sale items, you will be charged for the entire amount of the item at the time of purchase, including shipping. If there are other items in an order with a Pre-Sale item, the entire order will be held and ship once the pre-sale item is released. You may cancel an order for a pre-sale item at any time before the item ships and receive a full refund.

For Deposit items, you will pay a pre-set portion of the item’s cost up front. The rest of the cost as well as shipping charges will be paid when the item is ready to be shipped. You will be contacted before the order ships with the instructions to pay the final balance on the item, including shipping. Your order will ship once the final balance is paid. Payment methods and shipping information can be amended at the time final payment is submitted, and do not have to match the information on the deposit order. You may cancel the deposit at any time before it ships, however, please note that deposit orders cancelled more than 2 weeks after they are submitted are charged a 20% cancellation fee.

Re-Stocks

If the item or size you want is out of stock, please click on the size or sign-up link on the product page to receive an product alert email when it is back in stock. You can also contact Customer Support for information.

If you are trying to add an available size and get an error that the item is out of stock, please contact Customer Support.

Product Suggestions

Please feel free to add a product suggestion at our Product Ideas Forum. We appreciate feedback and suggestions from fans. Your suggestion could lead to a future product in the store.

Recommended Washing Instructions

We recommend that you wash your apparel inside out and in cold water and hang dry. Apparel that was damaged as a result of incorrect washing cannot be returned or exchanged. Apparel washed correctly will not shrink or may shrink up to 1%.

Gifts

We will not mark an order as a gift or change the value of your package for any reason. International orders are shipped with three copies of the invoice attached to the outside along with the proper customs documentation and correct values for the items in the package.

We do not offer gift wrapping or cards that can be added to orders that are being sent as presents. The packing slip inside the box does not list the prices of the items in the order.

Wholesale

We do not offer wholesale pricing or bulk discounts at this time.

Problem with Your Game

Unfortunately, we are not able to offer technical support for your game or in-game content. If you are having technical problems, we recommend you contact the studio or game forums directly. If you are having problems with your purchase, the disc, or your download, contact the retailer where you purchased your game for troubleshooting or tech support.

Store Accounts

Store accounts are free. To create a store account, click the Log In/Register link at the top of the page. Once your account has been registered, you can log in to see purchases made with the account, status of your orders and returns, and any store credit balance you might have. You can also create a wish list that can be shared with anyone.

You are not required to have an account in order to make a purchase. You can check out as a guest and the order history will not be saved. Please note, however, orders placed as a “guest” are not able to be linked to customer accounts after the fact.

If you have a store account, but need to reset your password, click the “Forgot your Password” link on the login page. If you are having problems accessing your customer account, please contact Customer Support.

If you believe that an account has been created in error with your email address, or if you wish to delete your store account, please contact Customer Support.

Shipping

Yes, we ship worldwide. To see our policies, shipping methods, and delivery estimates, please refer to our Shipping Policy. If you have questions about your shipment, if your order has not arrived within the estimated delivery time, or if you believe your order is being returned to sender, please contact Customer Support.

To estimate shipping costs, please add items to your shopping cart. In the shopping cart, domestic US shipping costs are displayed. To estimate international shipping costs, please enter your information into the “Estimate Shipping and Tax” box and you will see the available shipping methods and costs for your country.

Orders shipped internationally may have customs fees, duties, or taxes applied to them. We are not able to estimate those costs and are not responsible for any fees collected by customs. To find out more information about these fees, please contact your local customs agency. If an order is over-charged duties due to incorrect customs paperwork, please contact Customer Support.

Some orders will be sent in separate packages. Artwork is shipped separately in a tube to help ensure the artwork arrives intact. If your artwork does arrive damaged, please contact Customer Support. Additionally, your order may have been shipped from separate warehouses and in these cases will arrive in separate packages. Typically, these packages will arrive within a few days of each other. If more time has passed, or you are missing items, please contact Customer Support.

Billing and Ordering

Placing an Order

To place an order, please add items to your cart by clicking the “Add to Cart” button on the product page. For apparel items, you will need to choose the size first. Click Checkout when you are ready to place your order in the top right hand corner of the web page. In checkout, you will submit your payment and shipping information and select a shipping method. Please review your order before checking out to ensure that the correct items/sizes are being ordered. When the information is entered, click “Submit” to place your order.

Payment

Payment is captured at the time the order is placed. We accept the following payment methods:

  • PayPal
  • Credit Card (Visa, Mastercard, American Express, Discover)

We do not accept payments via money order, check, COD, or cash. We do not accept partial payments for orders, except for deposit items as specified.

We only accept payment in US Dollars. We are not responsible for any fees charged by your bank or Paypal to convert your currency to US Dollars.

The charge will appear on your credit card statement as Treehouse Brand Stores.

If you see a duplicate charge on your bank statement, it is for the authorized amount transaction that was held for your order. The duplicate charge will drop off in 2-8 business days and one transaction will remain. If the charge is still on your account after that time, please contact Customer Support.

Phone/Email Orders

We cannot take orders over the phone or via email.

Amend an Order or Change a Size

Due to the volume of orders and processing times, we cannot guarantee that your order can be amended before it is shipped. Please review your order before checking out to ensure that the correct information is entered and the items/sizes are correct. Orders that have been processed by the warehouse and are being prepared to ship are unable to be amended. If your order ships before we are unable to amended your order, you may request an RMA.

If you need to change your order, please contact Customer Support. When submitting an online Customer Support request, please put “Change Address”, or “Remove Item” in the subject line for a faster response. Please include your order number in the request. If you need to change the shipping address, please include the new address.

We are unable to change the sizes of items in an order, change billing information (including addresses), add items to an existing order, or combine orders.

Please note, amending your address in your address book does not effect any previously submitted orders. Please please contact Customer Support to change an address on an order.

Cancellation Policy

Due to the volume of orders and processing times, we cannot guarantee that your order can be canceled before it is shipped. We try our best to cancel orders upon request, however, we cannot guarantee that an order can be canceled if it does not contain pre-sale, deposit, or back ordered items. When submitting an online Customer Support request, please put “Cancel Order” in the subject line and include your order number for a faster response.

We reserve the right to cancel orders that are suspected of fraud or abuse our Conditions of Use. If Address Verification Service (AVS) is not supported by the issuing bank for your credit card or is unavailable, please submit payment via PayPal. If your order is on hold due to an invalid address, or if we contact you for more information and do not receive a response in 3 business days, your order will be canceled.

Gift Cards

We do not sell gift cards for our stores at this time.

Store Credit

Store credit is able to be applied in the store for which it was issued. To see your store credit balance and use it, please first log in to your store account. To view available store credit, click the “Store Credit” tab on the left hand menu in your account. To apply store credit to your purchase, click the “Use Store Credit” button at checkout. Please note that if your store credit balance is less than the order total, you will have to pay the difference with another payment method.

Problems at Checkout

If you experience problems placing your order, please contact Customer Support. If you are having other problems on the site, first please try to clear your cache and cookies for the site, or use a different internet browser. If you are getting specific error messages, please contact Customer Support with detailed information and a screenshot, if possible.

Price Adjustment Policy

If you ordered an item that was marked down within 5 business days of the delivery date, please contact Customer Support to request a price adjustment. Please include your order number with your request. Limited time prices and promotions do not apply to previously placed orders. We do not issue rain checks for items that went out of stock during a promotion.

Refunds

If your order date is passed 120 days, you will be refunded for a canceled order or a return via mail check, store credit, or Paypal. If your order date is within 120 days, you will be refunded back onto your original form of payment, or store credit by request.

Returning an Item

If for any reason you are not totally satisfied with your order within 30 days from the date of delivery, please request an RMA. To request a return, please log into your account and submit the request via the Returns tab, or contact Customer Support with the item you are returning. You can choose to receive a refund back to your original payment method or to store credit.

Once you receive the RMA information, please send the item back at the address indicated on your RMA form within. Your RMA request will expire if your return shipment hasn’t been received within 30 days from the date the RMA was issued. Please write the Return Number on the outside of the box. The customer is responsible for return postage, and we recommend you send the item back via a traceable shipping method. We are not responsible for returned items that are lost in transit. Once we receive the item back at our warehouse, please allow up to 4 weeks for the return to be processed.

We will refund the full purchase price of the item. We cannot refund shipping unless the return is due to our error, damaged or defective merchandise. 

Items returned for refund must be in brand new condition -- unworn (except to try on), unwashed, and unused, no exceptions -- and within 30 days of the RMA request. Any items that are received in less than new condition will not be returned to stock and the return will not be processed. Less than new condition includes but is not limited to: items that have been worn or are dirty, items that have animal or human hair, items that do not smell new, items that have been laundered. Items that are found to be unsellable upon return will take additional time to process, as the item is forwarded to Customer Support for inspection.

Collector’s Editions, action figures, and similar items are not able to be returned if they have been opened or removed from their original package. Items that are sold in a bundle must be returned as a bundle. We will not accept part of a bundled item for return. Shoes must be received in their original shoebox and the shoebox must also be returned in perfect condition.

Exchanges

Items can be returned for Store Credit or for a refund back to the original form of payment. You may place a new order online anytime for your desired item or size. 

For items with damages or defects, or incorrect items were received or misshipped, an exchange will be processed. 

Damaged or Defective Items

If you received an item that was found to be defective or damaged upon arrival, please contact Customer Support with your order number and photos of the defect or damage. If your item was damaged as a result of poor packing or in transit, please also send images of how the item was packed in the box. We will accept damage or defect claims up to 30 days from the delivery date.

For limited edition items and numbered artwork that arrived damaged, Customer Service will provide additional instructions.

If you choose to return a damaged or defective item for a refund, we will send a prepaid return label (within the U.S. only), and you will be refunded once the item is received back at our warehouse.

Return to Sender

If your order is returned to sender due to an incorrect or invalid address, missed delivery, or refused delivery, you will be refunded for the item less the shipping charge and any additional return shipping fees incurred by us.

If you contact Customer Support regarding an order that is being returned to sender, we will do our best to re-ship the order, however, if it is returned to sender a second time, you will be refunded less all shipping fees and any additional fees incurred by us. Orders that are being returned to sender will not be refunded or re-sent until the package is received by our warehouse.

Incorrect Shipment Contents

If you receive the wrong item, size, or order, please contact Customer Support immediately. We request that you send a photo of the item or size tag along with your packing slip. Once the photo is received, we will exchange the item(s) at no additional cost to you.

Technical Questions

Unable to Add to Cart

Please be sure that the item you are trying to add is in stock. The sizes that are out of stock are dimmed and not able to be added to the cart. Other items will not have an “Add to Cart” button on the product page.

If the item is in stock and you cannot add it, please first try to clear your cache and cookies, and refresh the product page. If you still cannot add it, please contact Customer Support for help.

Site Errors

If you experience an error while browsing in our store, please contact Customer Support. Please provide all information on the error you experienced, including error codes and screenshots.

Marketing Inquiries

Please contact community@treehousebrandstores.com if you have questions for our marketing or sales departments. The Customer Support department is not able to respond to marketing questions.

Other Inquiries

If you do not see the answer to your question, please contact Customer Support.