FAQ – Skybound Entertainment

Winter Holiday Service Hours:

  • Monday through Friday, 11:00am - 4:00pm PST
  • We are closed on major holidays. Please note the following holidays:
    • Thanksgiving day and day after Thanksgiving
    • Company-wide holiday from 12/25/2019-01/01/2020


About My Order

Q: Where can I update my address?
You can always update your shipping address by emailing webstore@skybound.com or open a ticket at help.skybound.com. Please be advised that certain preorders have deadlines for the last day to update the shipping address. For more information, please visit help.skybound.com’s FAQ page.

Q: Can I send my order to a P.O. Box address?
A: We cannot deliver to P.O. Box addresses except military addresses (APO/FPO).

Q: How long does it take my order to arrive?
A: Most orders are shipped within two to three business days. Some items will take longer to ship, and this will always be noted on the item's page. You will receive an e-mail with a tracking number at the time of the package being shipped.

Q: What qualifies as a "business day?"
A: Our business days are Monday through Friday, excluding US holidays. Shipments are not delivered on Saturday or Sunday.

Q: Although I selected 2-day or next day shipping, I didn't receive my package on Saturday or Sunday as I expected. Why?
A: Shipments are not delivered on Saturday or Sunday. We do our best to ship all in stock orders placed by 1pm Pacific Time (PT) the same day we receive them. However, we ask to allow two to three full business days for your order to be processed by our warehouse. Also, please note that our carriers deliver on business days, Monday through Friday, not including US holidays, Saturday or Sunday. Please take this into consideration when placing your order.

Q: Can I cancel or make changes to the items in my order?
A: Since we strive to ship your orders as quickly as possible, we can only cancel or change orders that are on backorder or pre-order status and haven't been prepared by our warehouse for shipment. If you change your mind about an order and we are unable to cancel it for you, you can either refuse the package upon delivery attempt, or return the package to our warehouse. Please contact us to request the cancellation of a backorder or pre-order item. You can reach us at webstore@skybound.com".

Q. What can I do if a product I ordered is missing parts or instructions?
A. If an item you ordered is missing parts or instructions, please contact our web store at webstore@skybound.com.

Q. What can I do if I receive the wrong or damaged item?
A. If you receive a wrong or damaged item, please contact our customer service at our web store at webstore@skybound.com.

Payment & Billing

Q: How secure is my order?
A: We use the latest SSL encryption methods ensuring that your credit card information is transmitted to us in a safe and secure manner.

Q: What forms of payment are accepted?
A: We accept Visa, MasterCard, American Express, and Discover. Money orders, personal checks or company checks NOT accepted.

Q: When will my credit card be charged?
A: Your card is processed at the time of order placement. 


Q: Can I still purchase TWD: Definitive Series Collector's Packs?
A: Apologies for the inconvenience, but we are not currently selling the packs at this time. We ended our purchase period on May 31st. If anything changes, we will definitely let the community know! Please keep an eye on our website and social channels for the latest updates.

Q: Can you tell us when the rest of The Walking Dead Collector’s Packs will ship?
A: ​At this time, we're still getting all the information from our production partners and will share updated estimates with the community as soon as we possibly can! We'd love to give you all a firm timeline, but we want to be sure before we do.

Q: Is there multiplayer in Baldur's Gate/Planescape: Torment/Icewind Dale?
A: Our partners at Beamdog focused on the first player experience for the console releases at this time. We are currently exploring other multiplayer options for this title, but we cannot say at this moment. If anything changes, we will let the community know!

Q: Bugs/Issues in the games (Beamdog)
A: Apologies for the inconvenience. Please send along all relevant information to our partners at Beamdog for in-game solutions, thank you!

Q: How do I add the free DLC language packs to Nintendo Switch? (Beamdog)
A: The international language packs for Xbox One and PlayStation 4 should download automatically as game patches, but the non-English languages for Nintendo Switch are available as Free DLC. Here's how to find the International Language Pack for your Nintendo Switch:

- Make sure your Nintendo Switch is connected to the internet
- Launch the eShop from your Nintendo Switch HOME Menu
- In the search bar, enter the game name (either Baldur's Gate I & II: Enhanced Edition or Planescape: Torment and Icewind Dale: Enhanced Edition)
- Select the game from the search results - Scroll down on the eShop store page; you should see the International Voice Pack
- Select the International Voice Pack and follow the onscreen instructions to download the content

If you are still experiencing issues, please see our partner Beamdog's page with more information here: https://www.beamdog.com/news/voice-localization-update-dd-enhanced-editions-console/

Q: What about my order of Neverwinter Nights?
A: The Neverwinter Nights Enhanced Edition Collector’s Pack was always due to be shipped as a whole package in December and is still on track for December delivery to customers. You can find more information here: http://bit.ly/NWN_Enhanced

Q: What about the Ultimate Enhanced Edition Collector's Packs?
A: The Ultimate Enhanced Edition Collector’s Pack was always due to be shipped as a whole package in December and is still on track for December delivery to customers. You can find more information here: http://bit.ly/ULT_Collector

Q: When will I get the rest of the (Beamdog) Collector's Pack and will it be intact or sent separately too?
A: Your Collector’s Pack will be shrink-wrapped with ALL collectible items included. We’re still finalizing the exact timing for shipment of the Collector's Pack items, but we estimate that you will receive them in mid-December.

As soon as we get further information, we will update you on the latest estimated shipping timeframe.

Q: Can I buy this game digitally?/What about digital?
A: Our partners at Beamdog are handling the digital release for these console titles. You can contact them for any questions relating to digital purchase!


Q: I got the Skullgirls vinyl and stickers, but I didn’t get the game. When will the game be shipping?

A: In a previous email sent to you, we communicated that the vinyl and stickers would be sent ahead of the game. The game will be sent sometime in December. We don’t have a set ship date yet, but will let the community know once we have more information!

Q: Can I get a printed catalog of all the items in the shop?
A: Unfortunately, we do not have a paper catalog, as we are always getting in new and exciting merchandise. Please take a look around our shop, which is updated frequently and represents all the cool items we have available for sale. There are so many items to see, so you may find something you never knew existed!

Q: Where else can I find Skybound merchandise?
A: Since we are not the manufacturer of the items in our online shop, we don't have information on which stores carry each item.

For more help please visit: 


While we make every effort to ensure that all information displayed on our website is correct, occasionally the image of an item, its description or even available quantities may appear different online than the actual item. To continue our commitment of providing you with the best possible service, we will inform you of any known discrepancies when you place your order or as quickly as possible thereafter. We reserve the right to cancel or modify promotions at any time due to system or typographical error, fraud or other unforeseen problems. We reserve the right to change prices on the site at any time.


Store.skybound.com merchandise pricing is subject to change at any time. Sale price adjustments will be honored on items that are available at a lower price, within 7 days from the shipped date. Price adjustments are not valid on shipping charges. To request a price adjustment, please visit our Contact Us page where you can send us an email. Please be sure to include your Order Number and Item Number in your request. Please note that all sale price adjustments will be refunded to the same payment method used on the original purchase.

Shipping Policy

What are my shipping options?
Consider how quickly you would like to receive your order to help you choose a shipping option. Currently, our shipping options are as follows (please allow extra shipping time for orders delivered to Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands) and note that our shipping rates are determinined by the selected shipping service and destination with no fixed fee.

For shipments within the US:
Standard Shipping: Allow 7-10 business days from date shipped.
Priority Shipping:Allow 3-5 business days from date shipped.
Express Shipping: Allow 1-2 business days from date shipped.

For shipments to APO/FPO Addresses:
Standard Shipping only: allow a minimum of 4 weeks from date shipped.  

For shipments to Canada:
Standard Shipping only: allow 7-10 business days from date shipped, longer for outlying areas.

If all items are in stock, express orders are shipped overnight for delivery within one business day. Express orders placed before 12:00 PM ET will ship the same business day (Monday through Friday, excluding holidays) if all items are in stock. Please note that orders placed on weekends or holidays will ship the next business day. For more details, please see our Shipping Policy. Priority / Express shipping is not currently available to shipping points in Canada and APO/FPO addresses.

For more details, please see our Shipping Policy.