If your order has not arrived

The three things to check first

1. Did the friend request go to the right account? The Roblox account to add is named on your order confirmation page and in your receipt. Accounts with similar names exist and are not us.
2. Are you actually in the game? Being on the Roblox home screen is not the same as being in the game, and a trade needs you present in it.
3. Can we reach you on Discord? If your DMs are closed to server members, our message did not arrive. This is the single most common cause of a delay that looks like a failure.

If all three are fine and it is still early, the honest answer is that you may be waiting on someone to come online. Outside working hours that can be up to 12 hours.

When you are entitled to a refund

Four situations, from the policy:

• your order was not delivered within 24 hours of payment;
• the wrong items were delivered;
• you were charged and never received an order confirmation;
• something broke on our side and we could not fix it.

The 24-hour clock starts at payment, not at the first message. You do not have to argue for any of these — they are in the written refund policy.

What is not covered

Two things, and we would rather say so here than at the end of a ticket.

• An order that was delivered. Changing your mind after the trade is not a refund case; the item cannot be handed back.
• A delivery that failed because the Roblox username was wrong. If we cannot find the account, we cannot deliver, and the time spent looking is spent either way. This is the reason the checkout field asks you to check it.

If you spot a typo in your username immediately after paying, say so in Discord straight away. Before delivery has been attempted there is usually something we can do. That is not a policy entitlement — it is simply easier before a player has gone looking.

How to ask, and how long it takes

Open a ticket in our Discord (opens in a new tab) or use the support form, and include your order number. Tickets get an answer within the hour.

Approved refunds go back to the original payment method and take 5 to 10 business days to appear. That last part is your bank’s timing rather than ours; the refund is issued the moment it is approved.

If you would rather see the state of the order before opening anything, the order tracking page takes your order number and the email you used.