If you have ordered a merch product from one of your favorite streamers this article should help provide you with any questions you have on the shipping of that product.
Where do items ship from?
Our vendors print and ship merchandise from multiple countries around the world, however there are some items that have a smaller number of ship-from locations than others.
Please note that if an item is out of stock in the facility closest to you, it will be automatically transferred to another facility that may or may not require customs/duties fees to be paid on arrival. We do not get notification of this, however you will know for sure once the item ships as you will see its origin location. StreamElements is not responsible for covering Customs or Duties fees on any merchandise.
Why is shipping so expensive?
We work with vendors who have warehouses located around the world and offer us special pricing whenever possible. They work hard to try to ship items from your closest available warehouse. Unfortunately, if the item you ordered has to ship from a far away location, you may see this reflected in your shipping costs. We are always looking to expand available locations by working with more vendors.
High shipping costs can also be a result of items shipping separately from different locations.
Why was my order split up?
Our vendors try to ship as many products together as they can. Sometimes when ordering from a StreamElements merch store, your order may arrive separately. This can be due to 1 of 2 reasons:
Stock: The items you ordered are coming in from different warehouses. Our vendors always do their best to fulfill orders from the closest warehouse to you but, if they run out of stock of a particular item, they may need to have that item produced from a different facility.
Specialty designs: Designs containing embroidery or multi-side printing ship from specific vendors we work with. If an order contains items with these design features, they will most likely be shipped separately.
Do you ship internationally?
Yes, we do! Our vendors have warehouses all around the world. We have worked with them to try and get as many items shipped together and from the same country as possible to lower the amount of boxes received in each order.
Will I receive a tracking number?
Yes, once your items are produced and shipped, you will receive an email with a tracking link.
We do recommend using a third party tracking service as some carriers will pass off packages to each other to save money and keeping an eye on this can get frustrating. ParcelApp does a great job at gathering all tracking information from all relevant carriers for the package and helps you better receive your items.
Didn't receive a tracking number?
Please reach out to our support team with your order number (or the link to the store you purchased from along with the full name that the order was placed under) and we will get it for you.
Will packages have Duties or Customs fees?
We have worked hard to prevent these, but there will be instances of duties or customs fees due at pickup. Please review the Product Detail page on the item you are interested in purchasing to know which countries it will ship from in order to see if there will be duties or not.
If you have not seen tracking updates in over a week, this can indicate that your local post office is holding the package for pickup and payment of the fees. If you have not received any communication from them in two weeks, please contact them ASAP as after three weeks, the package will be returned to the vendor. Shipping an item out again is possible, but will result in an additional delivery fee since the first one was sent back due to being unclaimed.