Customer Support

This year, Boketo Media's merch team has experienced a drastic increase in fulfilment delays caused by mail service disruptions, decreased staffing and a nationwide garment shortage. All of these issues have been brought on by the COVID-19 pandemic and there is very little we can do to fight them, but we are working as hard as we can to complete your orders and restock our inventory! If you have any questions or concerns, please do not hesitate to contact us.

Products on backorder

The following items had sold out and are currently getting restocked.

  • Bilmuri Ethereal Orb Tees - Shipped
  • Bilmuri Cream of the Crop Tees - Expected to ship 12/30
  • Bilmuri Cowboy Tees - Shipped
  • Bilmuri Eggy Pocket Tees - Shipped
  • Bilmuri Eggy Pocket CDs - Expected to ship 1/14

Products delayed by manufacturer

The following items are delayed by the manufacturer due to shipping service disruptions and/or production difficulties.

  • Bilmuri Heavy Load Tees - Expected to ship 1/14
  • Bilmuri Eggy Pocket & Rich Sips Vinyl Records - Shipped
  • Bilmuri Eggy 500 Piece Puzzles - Shipped
  • Bilmuri Ethereal Orb Tees - Shipped
  • Sunrise Skater Kids Yuppy Tees - Shipped
  • YoungGun Snapback Hats - Shipped

Frequently Asked Questions (FAQ)

 

When will I receive my purchased items?

Orders from our online store typically ship within 1-3 business days. Digital downloads are instantaneous, and you will receive a download link directly to your email inbox after checkout. We ship packages through the United States Postal Service with an estimated shipping time of 3-5 days for domestic orders and 5-10 days for international orders. This does not apply to merch on backorder or products that have been delayed by the manufacturer, and we do not guarantee delivery times for any purchases.

Can I cancel or change my order?

Yes, as long as your order hasn't shipped. You can contact us with your order number in the subject line to request a cancellation or change. Refunds will be issued through the method of payment you selected upon checkout.

Can I exchange my order?

Yes, but you must pay for return shipping as well as shipping for the new exchange item. The returned item must be unused and in the same condition as when it was received. 

Where can I find product sizing information?

Product sizing varies between different brands and styles, but most of our designs are printed on 100% cotton preshrunk garments of average fit. We do not currently have sizing charts listed on each product page, but we are working to make those updates!

Why am I not receiving tracking updates?

Due to how thin products like CDs, books and stickers are shipped (flat padded mailer), USPS delivers the package as they would deliver regular mail to your mailbox. Such products do not qualify for tracking updates, but if you are not receiving updates for a different type of item please let us know.

Why is my order still in "pre-shipment" according to tracking?

"Pre-shipment" is the first stage of a tracked package and is initiated once your shipping label is printed. It will take 1-3 business days until the package is handed over to USPS, but it's possible that your package won't get physically scanned by a postal worker until much later. It is not uncommon for backlogged packages to remain unscanned for several weeks at a USPS facility. We encourage you to remain patient during this time!

Why did I stop receiving tracking updates for an international order?

Once USPS hands your package over to an international carrier, tracking through their system ends and you must check your country's USPS-partnered carrier for further updates.

 

Still need help? Contact us!