LAR / FREQUENTLY ASKED QUESTIONS

Questions that are asked frequently

Support

How long do you take to respond?

Our support team usually responds within 1-2 business days, however responses may be slower on weekends and during holiday periods.

How can I contact you?

You can contact us by sending an email to support@finalfinalproject.com. When emailing us, please make sure to include as much information as possible regarding your issue, as well as your order number. If you do not have your order number, we can also look up your order with the name, email address and delivery address provided at checkout.

Additionally, please do not respond to your tracking emails as those are provided by an automatic, unmonitored email service, meaning your message will be lost if you try to contact us that way.

Why haven't I gotten a response?

Our team is small and we handle customer service ourselves instead of outsourcing. We aim to have a turnaround response time of 1-2 business days, but during busy periods, that may not always be possible.
Please also check your spam and junk filters, and also ensure you have space in your inbox to receive emails.

Order Changes

How do I cancel an order?

If your order has not yet been fulfilled, we can cancel your order and process a full refund to your original payment method. To cancel your order, simply contact us at support@finalfinalproject.com. Make sure to include your order number in the email!

How do I know if my order has shipped?

Once your order ships, you will receive an email with its tracking information. If you cannot find this email, you can also verify whether your order has been shipped by visiting our tracking page and entering your order number and the email address you used at checkout.

How do I return an item?

Returned items must be in good condition. Dirty items, broken items, items with sewn tags removed, and items with stains or damage are unacceptable for returns.
If you received an incorrect or damaged item, you don't need to process a return: instead, please see the 'Received wrong item' or 'Received damaged or defective item' FAQ sections.
For returns, please contact us within 30 days of when you received your order. You will need to pay the shipping costs for your return.

Processing an exchange

If you ordered the wrong item or the wrong apparel size, you may be eligible for an exchange. Please contact us at support@finalfinalproject.com within 30 days of receiving your order for help in organising one. For more information about our refund and return policy, please see:
https://glitchproductions.store/policies/refund-policy

Received wrong or damaged item / Item missing from order

Sorry about that! While we take all the care possible in ensuring the quality of our products, issues during shipping may sometimes lead to the product becoming damaged in transit. If one of the items in your order is damaged upon arrival, please contact us with an image of the items you received and the shipping label within 30 days of delivery.
In the event an item is missing from your order, please check your tracking information, as it is possible that item is part of another shipment that is still on the way. If that’s not the case, please reach out to us with the same information stated above and we will be happy to either locate the missing package, or to send out a free replacement.

Change shipping address

If your order has not been shipped yet, you can contact us in order to request an address change. To make the process faster, please include both your order number and the address you would like us to have your order shipped to in your email.
Please note that, on average, our warehouse ships orders within 1 business day of purchase. We cannot change your address once it has shipped. In these cases, if an address change is needed we would have to cancel your order and have a refund processed. Please refer to “How do I return an item?”

Change billing address

Unfortunately, we are unable to make changes to the billing address once an order has been placed. If there’s a small mistake in the billing address but the payment has been cleared, there is no need to worry and your delivery will not be affected.

How do I cancel an item from my order?

If your order has not been shipped yet and you would like to remove certain items from it, please contact us. Make sure to include your order number and which items you would like to be removed in your email.
If your order has already shipped, you will need to process a return upon delivery.

I've been charged but my order wasn't confirmed

If your order was not completed successfully and you were not provided with an order number, it’s likely that the amount you are seeing on your statement is simply an authorization hold and the amount was not actually captured. The authorization should void within a few days. If you have any concerns, we suggest reaching out to your payment provider for assistance.

Shipping

Where do you ship from?

All products are manufactured and shipped by our global fulfillment partner, which is based in China.

Can I choose my own carrier?

Unfortunately, we cannot have your order shipped by a carrier of your choice, as the carrier is selected by our logistics provider.

How do I contact the carrier?

You can find each carrier's contact information by clicking on their name in your order's tracking page and visiting their website.

Split shipping

In order to make your shipping fee cheaper and to avoid issues with package size and weight, we may split your order into multiple shipments. You can verify that you have a split shipment by visiting your order’s tracking page. If there are buttons labeled “Package #1”, “Package #2” and so on, your order has been split into multiple packages.
We will also utilize split shipping when part of your order is on pre-order. The in-stock items are shipped first, and the pre-order items will ship as they become available.

How do I track my order?

In order to track your order, you will need both the email address used at checkout and the order number, or the tracking number emailed to you after your order was shipped. With that information in hand, you can track your order by visiting our tracking page at https://glitchproductions.store/apps/17track. If you are unable to track your order, please feel free to reach out to us at support@finalfinalproject.com.

How long will my order take?

Our orders are dispatched within 1-3 business days and take between 5-10 business days to arrive at their destination, on average. This time estimate does not count weekends and holidays.
Some countries in Latin America, Asia and Africa may have a longer transit time of around 20 business days.

Why is my order taking so long?

If your order hasn’t shipped within the 1-3 business days estimate, it is likely that the items you purchased are on pre-order. You can verify this by checking the product page for the items in your order. If the item is not on pre-order, or if your order was shipped and hasn’t received tracking updates in a long time, please contact us.

Why has my order been marked as out for delivery for a long time?

The “out for delivery” tracking status indicates that your order is currently with the local carrier. As they work down their list of orders to deliver, it may take a few business days for them to get to your order and finalise delivery.

What does it mean when my item is on "pre-order”?

Items on pre-order are items that are not currently in stock, but are in the process of being produced. You can check the product page to find an estimate of when your item will be shipped, however keep in mind that the date shown is an estimate and may change depending on availability and logistics.
Pre-orders are shipped separately from items that are currently in stock, which means that your items will ship whenever they are ready, so your in-stock orders do not have to wait for the pre-orders to be released. You can also cancel pre-orders at any time prior to shipping.

How much will shipping cost?

Shipping fees vary depending on the order and country of destination. In order to calculate how much it will cost to ship your order, simply add all the items you would like to purchase to your cart and go through checkout, including entering your address. Before order confirmation and payment, you will be able to view the shipping price.

My package was marked as delivered, but I haven't received it

Your local postal service may have delivered the package to the wrong apartment, to a neighbor or to your building’s front desk or mailroom. You may want to check with those places first, and then give your post office/courier a call as they may be holding the package. Also note that, in some cases, the courier will mark a package as delivered when it is actually out for delivery.
Packages typically turn up within about a week, but it is also possible that it may have gotten lost in the mail, or potentially stolen. If none of these steps help and your package doesn't turn up within a week of when it was marked as delivered, please contact us.

Package is marked as being in a different city

During shipment packages may travel through multiple different cities (and in some instances, different countries). Your package being in a different city does not mean it is lost, it’s simply en route and should arrive at your doorstep soon.

Package returned to sender

Unfortunately there are a number of reasons your package may have been returned to sender by the postal carrier. The most common reasons are problems with the shipping address rendering the package undeliverable (for example, the omission of an apartment number) or the package not being picked up before the collection period expires.
If your package was returned to sender, please contact us and we’ll arrange a replacement or a refund.

About Us

Whoms’t is Glitch Productions?

Founded in 2017 by brothers Kevin and Luke Lerdwichagul in their Sydney, Australia bedroom, Glitch Productions was started with a singular goal: change the way the west creates teen and young adult animation.
 
The company has grown massively since that beginning, now with four shows under its belt and hundreds of millions of global fans. Despite that, Glitch remains fully self-funded and independent and remains dedicated to proving that indie animation is at the forefront of this industry.

What is Glitch Productions?

A production studio

How is Glitch Productions?

We’re okay, thanks for asking.

When is Glitch Productions?

Glitch Productions isn’t bound by traditional concepts like “when.” It exists across all points in space and time simultaneously; past, present, future, and beyond. Whether you’re watching from the dawn of the internet or the heat death of the universe, Glitch is already there, creating shows and warping reality. Time is just a suggestion. Glitch is eternal.

Will wearing your merch make me cooler?

Yes. Scientifically speaking, our shirts lower your emotional temperature by at least 37%. Side effects may include spontaneous dance moves, compliments from strangers, and a newfound confidence in parallel parking.

What if I want to buy everything?

Then you are our favourite person. We will name a distant star after you and possibly write a folk song in your honour. Also, we recommend a sturdy shopping cart and emotional support.

Can I eat the stickers?

Please don’t. They’re not toxic, but they’re also not tasty (unless you’re into “printer-flavored”). Stick them on laptops, water bottles, or your enemies’ belongings instead.

Do you accept payment in memes?

We tried that once. Now we’re stuck with 400 drawings of Jax covered in oil washed up on the beach and a haunting memory of the Vine era. So… probably just stick with cards and PayPal.