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 been packed, 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. 

I placed an order for something on pre-sale and other items, will they ship separately?

Orders containing pre-sale items as well in-stock product are held until everything is available to ship at the same time. Occasionally, art and physical media items will ship before a pre-sale item because they are packed and shipped from a unique location. 

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! Beginning late April 2025, we will ship select products directly from centers in the UK and Netherlands, resulting in lower costs and faster speeds. For more details, pease read our European Direct Shipping page. 

Do you ship orders to any other country? 

Yes, in addition to the UK and Europe, we ship worldwide. Orders are dispatched from the closest available warehouse, so they may come from the US, the UK, or the Netherlands. 

We are currently unable to ship to Russia or Belarus. 

Do you collect VAT or duties?

We do not collect VAT or duties on international orders. Your local duties and taxes may be due upon delivery, but we do our best to fulfill orders from warehouses within the same region to limit those fees. 

Why aren’t the shipping rates estimated for my location before I checkout?

Some carriers are unable to estimate shipping costs at the shopping cart page, even for locations where we do indeed ship. Please continue to the checkout where you will find the total estimated costs and delivery times, before you complete the process. 

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. European direct fulfillment options will be available for the card game and other select Jet Lag merch on April 23, 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 March 1st are expected to ship the second week of May. 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 May.

Other Questions? 

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

Last updated April 2025