Returns & FAQ
Returns
Everything is made to order, just for you. So we don't take returns for change of mind or for ordering the wrong size.
We do fix our mistakes. If your order arrives damaged, defective, misprinted, or you got the wrong item or size, we'll replace it. If a replacement isn't possible, we'll refund it, and you won't pay to send anything back.
How to claim
- Email info@staticmassive.com within 30 days of the day your order is delivered.
- Include your order number and clear photos of the problem (flat surface, good light, tag and issue visible). If the box arrived damaged, photograph that too.
- We review it with our merchant of record, Fourthwall, and ship your replacement.
Lost or missing items
If your package never arrives or something is missing, email us within 30 days of the expected delivery date with your order number.
Cancellations
Use the link in your confirmation email to cancel or change your order before it goes into production. After that it can't be cancelled.
Donations, tips and locked messages
These are non-refundable. Can't open a locked message? Email us and we'll sort it out.
The film + zine (USB drive)
The film + zine ships from us, not Fourthwall, so it isn't covered by Fourthwall's guarantee. If your drive doesn't work or arrives damaged, email info@staticmassive.com within 30 days of delivery with your order number and a short description or photo. We'll send you a new drive. No other returns.
EU, UK and EEA customers
Nothing in this policy limits your statutory rights, including any right to withdraw from a purchase within 14 days of delivery where it applies.
Questions? info@staticmassive.com
FAQ
Can I return something?
Only if it arrived damaged, defective, misprinted, or you got the wrong item or size. Everything is made to order, so there are no returns for change of mind or ordering the wrong size. See Returns above.
How long do I have to report a problem?
30 days from the day your order is delivered.
What do I send?
Your order number and clear photos of the problem to info@staticmassive.com.
Will I get a refund or a replacement?
A replacement first. If we can't replace it, we refund it, and you never pay return shipping for our mistake.
Can I cancel or change my order?
Yes, until it goes into production. Use the link in your confirmation email.
My package is lost or something's missing.
Email us with your order number within 30 days of the expected delivery date.
How long do refunds take?
PayPal: back in your PayPal balance within 24 business hours.
Card: back in your account within 7 to 10 business days, depending on your bank.
Can I get a refund on donations, tips or locked messages?
No, they're non-refundable. If a locked message won't open, email us and we'll fix it.
When does the film + zine ship?
It's out November 1. It's a USB drive and ships directly from us.
My film drive doesn't work.
Email info@staticmassive.com with your order number. We'll replace it.
What payment methods do you take?
Cards (via Stripe) and PayPal.
Do international orders pay import fees?
They may. Depending on where you are, you'll see either pre-collected duties or a notice about possible import fees at checkout. You're responsible for any duties or fees, at checkout or on delivery. Your local customs office can tell you more.
I'm in the EU or UK. Does this policy affect my rights?
No. Nothing here limits your statutory rights, including the 14-day right of withdrawal where it applies.
Who handles my order?
Our merchant of record, Fourthwall.com, processes orders and helps with order issues. The film + zine is shipped and supported by us.
How do I reach you?
info@staticmassive.com