Shipping & After-Sales
Here’s everything you need to know about how we ship, how long it takes, and what happens after your order arrives.
Shipping Costs
How much does shipping cost?
Shipping to the United States:
- Standard shipping: $29.90 on orders under $299
- Free standard shipping on orders of $299 or more
- Expedited shipping: $80.00 (available on all orders)
How do I qualify for free shipping?
Your order total needs to reach $299 at checkout. This applies automatically — no code needed.
Delivery Times
How long does standard shipping take?
Orders are shipped directly from our facility in China. Standard delivery to the United States takes approximately 21 business days from the date your order is dispatched.
Please note that business days exclude weekends and public holidays. During peak periods (such as the holiday season), delivery may take slightly longer.
How long does expedited shipping take?
Expedited shipping delivers in approximately 7 business days from dispatch. This option is available at checkout for $80.00.
When will my order be dispatched?
We aim to dispatch orders within 2 business days of payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Will I receive tracking information?
Yes. Once your order is dispatched, you’ll receive a tracking number by email so you can follow your shipment’s progress.
Damaged or Missing Tiles
What if my order arrives damaged?
We’re sorry to hear that. Please email us at hello@8bitclear.com with:
- Your order number
- Clear photos of the damaged tiles alongside the original packaging
We review every claim individually. Claims submitted without photographic evidence of both the damaged tiles and the original packaging will not be processed.
What counts as damage that qualifies for a replacement?
Our material quantities are calculated per color. For each color in your design, the required number of tiles is rounded up to the nearest full panel — which means every kit naturally includes a built-in surplus. Minor breakage during transit is expected to be covered by this surplus.
To qualify for a replacement, all of the following must apply:
- Damage is clearly visible in the photos submitted
- Photos show both the damaged tiles and the original packaging
- The number of damaged tiles of a specific color exceeds the surplus included for that color
- The claim is submitted within 7 days of delivery
Our liability is limited to replacement of the affected tiles. We do not offer refunds, partial refunds, or monetary compensation in lieu of replacement.
Each order is eligible for one replacement claim. We reserve the right to decline claims that do not meet the above criteria, including claims where damage appears inconsistent with transit conditions.
If you’re unsure whether your situation qualifies, send us the photos and we’ll assess it fairly.
What if I’m missing tiles from my order?
If you believe tiles are missing, contact us at hello@8bitclear.com with your order number and a description of what appears to be missing. We’ll verify against our packing records and send replacements if confirmed. Missing tile claims must be submitted within 7 days of delivery.
Returns and Refunds
Can I return my order?
All sales are final. This policy is clearly stated at the time of purchase. By completing your order, you confirm that you have read and accepted these terms.
Our kits are made to order, produced specifically for you. We can’t resell returned items — and a return doesn’t solve the problem for you either. International return shipping is costly, slow, and fragile tiles rarely survive the journey intact.
What we do instead: if your order arrives damaged beyond the included surplus, has confirmed missing tiles, or contains an error on our part — we replace it. Send us photos and we’ll sort it out.
We’re not hiding behind a policy. We want you to end up with a wall you love. Email us at hello@8bitclear.com and we’ll make it right.
Can I get a refund instead of a replacement?
Our after-sales support is built around replacement rather than refunds — it’s the most direct way we can help you finish your wall. A refund doesn’t get your project back on track; a replacement does.
We do not offer refunds, partial refunds, or store credit in lieu of replacement. This policy is stated at the time of purchase. If your order has a genuine issue — damage beyond the included surplus, missing tiles, or an error on our part — we will take care of it promptly. That’s our commitment to you.
Can I dispute the charge with my bank or credit card?
We understand that chargebacks exist to protect consumers from fraud and non-delivery. However, filing a chargeback for a delivered order that was fulfilled as described — where our no-return policy was clearly stated at the time of purchase — is considered an improper use of the chargeback process.
In the event of a chargeback dispute, we will submit to the payment processor full documentation including: order confirmation, proof of shipment, delivery tracking, our published policy as displayed at checkout, and all prior communications. We will contest the dispute in full accordance with the payment processor’s rules and procedures.
If you have a genuine concern about your order, please contact us first at hello@8bitclear.com. We respond within one business day and will work with you to resolve any real issue.
What if I ordered the wrong product or changed my mind?
Contact us as soon as possible at hello@8bitclear.com. If your order hasn’t been dispatched, we may be able to amend or cancel it. Once shipped, we’re unable to make changes — please double-check your order before confirming.
Other Questions
Do you ship outside the United States?
Yes. We ship to a number of countries worldwide. Shipping rates and times for international destinations are calculated at checkout. For custom orders, we ship to 27 countries — contact us at hello@8bitclear.com if you’re unsure whether we deliver to your location.
My tracking hasn’t updated in several days. What should I do?
International shipments occasionally experience delays in tracking updates, particularly during customs clearance. If your tracking has not updated for more than 5 business days, please contact us and we’ll look into it.
Still have a question? Email us at hello@8bitclear.com — we typically respond within one business day.