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Click here to subscribe to our monthly newsletter for all things Cryptozoic!

FREQUENTLY ASKED QUESTIONS

ORDER ISSUES

I'm missing a product from my order, what do I do?

If you are missing a product from your order, please submit a ticket to our customer support team via cryptozoic.kayako.com with your order number and relative information included. Our team will work with you to find or replace your missing product.

What do I do if there are pieces missing or damaged from my order?

Should there be missing pieces from your order, please visit the product page to see if these pieces can be replaced on your own through our resource pages.

Otherwise, please submit a ticket to our customer support team via cryptozoic.kayako.com with your order number and relative information included. Our team will work with you to replace these damaged or missing pieces.

Will you refund the shipping charges on my parcel?

We do not offer refunds on shipping costs unless the item does not appear as described or if there was an issue on our end with the overall product you received.

PRODUCT & STOCK

How can I purchase a gift voucher?

Gift Vouchers are offered at $10, $25, $50, and $100 increments and can be purchased on our online store here.

Why have I received an email saying the item I've ordered is out of stock?

Unfortunately, this means the item you have purchased is either out of stock or unavailable. Your order will not be confirmed or processed and no charges will appear on your account.

You may retry making the purchase or you can sign up to our newsletter to receive updates as soon as the product becomes available once again.

Why is the Product I want to buy listed as "Unavailable"? 

There are three reasons a product on our site is listed as "Unavailable".

First, the product may be out of stock. Therefore you will be unable to purchase it until we add more of it to the site.

Second, the product may be "Coming Soon". If a product is listed as "Coming Soon", you will see a gold banner within the thumbnail indicating this. The product will be viewable in the store so that customers can gather information about the product, including its expected release date.

Third, the product may be "Retail Only". If a product is listed as "Retail Only", you will see a grey banner within the thumbnail indicating this. This means that the product is not currently available on our site, but may be available through other dealers/retailers that we work with. Please follow the "Dealer's List" dropdown menu on the specific product page for more buying options.

RETURNS & EXCHANGES

What is your return policy?

Cryptozoic accepts all returns 30 days from their purchase date so long as the items have not been damaged or missing any of their components.

Once your return is successfully received by our team, you will be notified via email. Please allow up to 7 business days for your refund to process.

When can I expect my refund?

Once your return is successfully received by our team, you will be notified via email. Please allow up to 7 business days for your refund to process.

How do I make a gift exchange?

We currently do not offer exchanges on our products. However, you may process a return and then order a different product anytime. The new order will be treated as such.

SHIPPING & DELIVERY

When will my order ship?

Once your order is processed, please allow 3-5 business days for shipping.

When your order has shipped, you will receive a shipping confirmation email from us with your tracking number and estimated time of delivery.

Do you ship internationally?

Cryptozoic currently only ships to the United States & Canada.

However, our eBay and Amazon stores, do offer international shipping.

When will my pre-order ship?

Items that are sold as pre-orders will ship on the date specified on the items' product description pages. Your credit card will be charged as soon as the order is placed and you will receive an order confirmation by email.

Once your order ships, you will receive a shipping confirmation email with your tracking number included.

How can I track my order?

When your order has shipped, you will receive a shipping confirmation email from us with your tracking number and estimated time of delivery.

WORK WITH US!

How do I become a Sketch Card artist?

Please submit your portfolio and relevant information to art.submission@cryptozoic.com and one of our team members will contact you should an assignment become available.

I am a content-creator. How can I help?

We are always looking to work with talented fans of our products!

If you would like to partner with us to review one of our products, please submit your relevant information and social links to our team at press@cryptozoic.com and we will contact you should an assignment become available.

I am a retailer and would like to carry Cryptozoic's products in my store. Can I place an order?

If you are a retailer, please follow this link for more information on working with us.

STILL HAVE QUESTIONS?

If you still need assistance with your order, have questions regarding our products, or are noticing any problems with our site, we would like to know and help. Please submit a ticket through our customer support portal at cryptozoic.kayako.com.