Frequently Asked Questions

Jet Lag: The Game Hide and Seek questions? Scroll all the way down.

General 

What methods of payment do you accept?

We accept Visa, Mastercard, Discover and American Express as well as ShopPay, PayPal, Facebook Pay, Google Pay and iDEAL. 

What hours does your customer service team operate?

Our customer service team is generally available between 8am and 6pm Mountain Time, Monday-Friday. We are closed and you may experience a slight delay on the following US holidays:

• • New Years Day
  • MLK Day
  • President’s Day
  • Cesar Chavez Day
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Indigenous People’s Day
  • Thanksgiving
  • Black Friday
  • Christmas

I need to return an item, what can I do? 

Email us within 30-days of order delivery, at store@nebula.tv.

During November-January we extend our returns window to 90 days due to holiday shipping and various lead times. 

I need to cancel my order, what can I do? 

Email us when you receive your order confirmation number, at store@nebula.tv.

Please include your order number, name, email address, and item. If the order has not shipped, we will be able to assist you with the cancellation.

I placed an order for something on pre-sale, how can I check the status? 

Currently our storefront automatically estimates ship dates on confirmation emails, and doesn't distinguish pre-sale or backordered items. We're working on a better solution, but for now the best way to get an updated shipping estimate is to check back in on the item's product page.

You can also email us with your order number, name, email address, and item, and we'll do our best to provide more detailed info. 

Shipping

I didn't receive my item, what can I do? 

If you received a shipping confirmation email and tracking number, please contact the carrier directly first. If they are unable to locate the package, email us within 6 months of the order date, at store@nebula.tv. 

If your order appears to be lost in transit, email us at store@nebula.tv.

Note, tracking information is updated by the carrier and may not be updated at every point in the journey. International packages may not be trackable. 

My item was damaged when it arrived. Can you help? 

Yes, we can help. Email us within 30-days of order delivery, at store@nebula.tv. Include photos of the damaged shipping container and the damaged product, along with your order number. We'll do our best to replace the item, but if it's out of stock, we will issue a refund. 

International Shipping

Do you ship orders to the UK & EU? If so, how will orders be shipped?

Yes, we ship to the UK & EU (and worldwide). Upon checkout, you have the option to choose from several carriers, including Passport Global Shipping with duties and fees prepaid.

More options and lower costs are coming for UK and EU customers in April 2025. 

Do you collect VAT or duties?

If you select Passport Global Shipping, all duties and taxes will be paid at checkout. If you do not select Passport Global Shipping, or if your order is not eligible for Passport Shipping, your local duties and taxes may be due upon delivery.

Why aren’t the shipping rates calculated for my location?

Some carriers are unable to estimate shipping costs at the shopping cart page. Please continue to the checkout where you will find the taxes, international shipping, and duties calculated in one rate.  

Jet Lag: The Game Hide and Seek Card Game FAQs

Have you considered alternate shipping options for EU/international customers?

Yes! We have heard and appreciate the feedback around shipping costs and timelines to Europe, Australia, and other international locations. We are currently at work on a European warehouse and fulfillment solution, and hope to have updates very soon (March/April 2025).

Why haven't I received my order? 

Jet Lag: The Game Hide and Seek card game was launched as a pre-sale item and has remained on backorder thanks to the incredible demand from you — Jet Lag's greatest fans. Because of the number of games we're producing, it has taken longer than expected to manufacture, quality check, package, ship overseas, receive at our warehouse, and get out to customers.

That said, the bulk of our inventory have made it through the logistics of the global supply chain and will be checked into our warehouse in the coming days and weeks.

After catching up on the backlog, we now know that orders placed on or after December 12 are expected to ship the second week of April. Some orders placed after December 12 have already shipped. We'll update you if anything changes. 

Will the game ever be in-stock for immediate order/delivery?

We sure hope so! Our next batch of inventory should fulfill the existing backorders, and then some. That batch will be received the first week of April.    

Other Questions? 

If your question has not been answered, please contact our team at store@nebula.tv

Last updated March 2025