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Support

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Products

Missing/Broken/Damaged Parts

Ordered on Orange Nebula

If you ordered your product online directly from orangenebula.com, please fill out the below form and be sure to include all of the required information. We will typically get back to you within 1-2 business days. If you are contacting us during a kickstarter campaign or in the weeks after a product is first released our response time may increase, thank you for your patience and understanding.

Product Support Request

Ordered on Kickstarter/BackerKit

U.S. Customers

If you ordered your product online from Kickstarter or BackerKit and are located inside the United States, please fill out the below form and be sure to include all of the required information. We will typically get back to you within 1-2 business days. If you are contacting us during a Kickstarter campaign or in the weeks after a product is first released our response time may increase, thank you for your patience and understanding.

Product Support Request

International Customers

If you ordered your product online from Kickstarter or BackerKit and are located outside the United States, please send a full description of the missing items (including photos that illustrate what’s missing) to our fulfillment partner QuarterMaster Logistics ([email protected]). Be sure to include your name, email address, and as much of your order information as you can (backer number, etc.). They will take care of you as soon as possible.

Replacement Parts

Limited quantities of select replacement parts are available for our games for a nominal cost plus shipping and handling.  If you would like to inquire about a replacement part, please send us a message and be sure to include the name of your game and what part(s) you’re seeking replacements for in the message section of the form. Once received, we’ll follow-up within 1-2 business days.

*Note that due to the limited quantities we cannot guarantee that a replacement part will be available at the time of your request.

Store

Orders

If you wish to cancel your order, you may request cancellation by contacting us within 24 hours of placing your order. While we will do our best to accommodate requests made after the deadline, we cannot guarantee your request will be able to be fulfilled.

Absolutely! Unfortunately logistical considerations mean that there are some regions we are unable to fulfill orders to but we make every effort to be as accommodating as possible. Currently we are unable to ship to the following countries:

  • Afghanistan
  • Brazil
  • Congo
  • Eritrea
  • Iran
  • Iraq
  • Ivory Coast
  • Liberia
  • Libya
  • Myanmar
  • North Korea
  • Somalia
  • Sudan
  • Syria

This list is subject to change without notice.

At this time, we only accept payments via a major credit card.

If you’re experiencing difficulty completing your payment, try the following steps:

  • Double check your card credentials to ensure you’ve entered everything correctly.
  • If you’re an international customer, use “00000” as your zip/postal code.
  • Try your order again at a later time.

Shipping

If you need to change your shipping address, please contact us within 24 hours of placing your order. While we will do our best to accommodate changes made after the deadline, we cannot guarantee your request will be able to be fulfilled.

We try to fulfill and ship orders each week. We do our best to fulfill orders placed before 11:59PM on Wednesday that week. However this is subject to change without notice especially during peak seasons such as US holidays, Kickstarter campaigns etc. International orders may take additional time to process.

Orders Not Containing Games:
Non-game orders will typically be dispatched from our Portland, Oregon facility within five business days.

Orders Containing Games:
Orders containing a copy of a game are forwarded to our fulfillment partners around the world and will ship as soon as their workflow allows. We are not able to provide shipping estimates for our fulfillment partners, but we ask that you please allow extra time for your order to arrive. Mixed orders may be split and shipped from multiple locations.

Unfortunately we do not offer expedited shipping at this time.

All orders are shipped via USPS when available. In some instances an alternate shipping method may be used to ship your order.

Most orders will receive a tracking number once shipped, however in some cases a tracking number may not be available for your order. If your order does include a tracking number it will appear when tracking your order via the “Track My Order” page.

Please note that physically small orders (such as promo packs) do not qualify for tracking services. Game orders ship from our fulfillment partners around the world. These orders will receive a separate email containing a tracking number and are not trackable via the “Track My Order” page.

Refunds & Returns

If you are not completely satisfied with your purchase we offer a 30-day return policy on a majority of our products. Please read our complete returns and refunds policy to see if your purchase qualifies.

General

Personal Data & Information

For information on how we collect and use your personal data, please read our Privacy Policy. If you have any questions please feel free to contact us.

We take your privacy and personal data seriously. Per GDPR requirements and in accordance with our Privacy Policy, if you wish to receive an archive of your personal data and/or request its deletion, please contact us. We will be happy to assist.

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