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, 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 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? 

For now, 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

Do you offer shipping insurance? 

We utilize MonkProtect as an option for our customers to add insurance on packages for $0.97 per order. MonkProtect lets customers guarantee the safe delivery of their online orders by paying a small additional fee during checkout. 

Is it required to purchase MonkProtect?

No, this feature is optional. To opt out of MonkProtect, simply disable the toggle at the checkout. We request that customers purchasing products over $75 choose to enable MonkProtect.

What does MonkProtect cover?

Should your order become lost, damaged, or stolen, MonkProtect’s Automated Claims Portal allows you to quickly and easily resolve any issues. MonkProtect also assists with claims if you receive the wrong product, or if an item is missing when your purchase arrives.

International Shipping

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

Yes, we ship to the UK & EU. To get your order to you, we've partnered with Passport Shipping and they will be the Seller for all orders to the UK for orders under £135 and orders to the EU for orders €150 and Under.

Do you collect VAT or duties?

Yes, all duties and taxes will be paid at checkout.

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

Passport is 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 (Feb/March 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.

All remaining Jet Lag: The Game Hide and Seek game orders placed before December 19 will ship on or before Friday, February 14. If you do not receive your shipment notification by Tuesday, February 18, please email us at store@nebula.tv

Orders placed after December 19 are expected to ship the first week of April. 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 February 2025