How do I order online?
Simply click the ADD TO CART button found on every product page. You may continue to add items to your basket until your order is complete. Click on the CART icon to return to your shopping cart from any page on the site. Click the CHECKOUT button and enter your shipping and billing address. (Please note, the billing address must match the address where your credit card statement is sent.) Click the CONTINUE button to choose your Shipping and Payment Methods. Review your order, and then click the PLACE ORDER button to complete the order.
How do I order by phone?
1-855-483-1996 (Toll Free). Our associates offer fast, personal service, to help you with your order or questions.
Please note that this number can only provide assistance for ordering merchandise idwlimited.com and shop.idwpublishing.com. For assistance with digital comics please email firstname.lastname@example.org
What does the Availability status mean?
Pre-Order – The product is either in production or in transit from our manufacturer. The expected ship date is included within the status.
In Stock - The product is currently available, and normally ships within 1-2 business days. Due to high order volume in November and December, in-stock items may ship within 3-5 business days. Please note, however, that we do not ship products on weekends or major US holidays.
This item ships separately - The product will arrive in a separate shipment from other products you have ordered. Products with this availability will generally arrive after other products, and delivery times are not guaranteed.
Sold Out – The product is no longer available. Other editions may be available so check the Editions tab on each product page.
There are no additional charges for fulfillment of pre-order items. The total you see on the receipt is exactly what we charge, regardless of whether it ships in a single box or multiple packages.
Will I be charged sales tax?
We operate from California and charge sales tax on orders shipping within the state. If you are a tax-exempt organization, please contact us at 1-855-483-1996 (Toll Free) or 858-277-7424 for assistance. A copy of your tax-exempt certificate will need to be faxed to 858-270-1308 and you can place the order over the phone.
Will I have to pay customs fees on my international order?
Orders shipped outside of the US will almost always be charged customs fees when they arrive. These fees may include taxes, duties, processing fees, brokerage fees, etc. Unfortunately, IDW Publishing has no control over the amount or assessment of these fees. If you are not familiar with the customs laws and fees in your country, please check with your local customs office for more information. Also, because we are a retail store, we are NOT able to mark orders as 'Gifts' for customers to avoid paying these fees. Please see our special page on International Shipping (link) for more information.
If delivery of an International order is refused, the order will NOT be returned for a merchandise refund. The courier will destroy the merchandise and you will not be refunded for any charges.
What are your accepted payment methods?
All prices listed on our website are in U.S. Dollars. We accept Visa, MasterCard, Discover, American Express and PayPal. For your protection, we screen credit card orders for potential fraud. To avoid delays in order processing, please ensure your billing and shipping addresses are exactly correct. Incorrect information may cause a delay in the processing of your order. Your order may also be delayed if additional verification of billing information is necessary.
For all other payment methods, please contact us at 1-855-483-1996 (Toll Free) or 858-277-7424 for assistance
Do you accept PayPal?
Yes! We accept PayPal for orders placed using our checkout process. To pay using PayPal, you must have an established PayPal account. For more information on setting up a PayPal account, visit their web site.
To place your order using PayPal, just place items in your shopping cart, proceed to checkout and fill out your billing/shipping information. Select PayPal as the payment method by clicking the PAYPAL button at the bottom of the page to place your order using PayPal. This will direct you to the PayPal web site. Enter your PayPal login e-mail address and password and hit continue. Follow the instructions on the PayPal web site to process your payment. Once you confirm and process the final payment on the PayPal web site, you will be redirected back to the IDW Limited web site, and you will be shown your Order Confirmation page.
* Please note; if you are paying with PayPal, you will not be able to cancel your own order from My Account page. If you need to cancel your order and it is still listed as "New" on My Account page, please call Customer Service at 1-855-483-1996 (Toll Free) or 858-277-7424.
Why was I asked to send in address verification?
Sometimes, when an order is placed with a discrepancy between the billing and the shipping addresses, or with a billing address outside the US, or the order is above a certain value, our ordering system will flag the transaction for manual review. In these circumstances, we request physical documentation of the billing address on the order in question to make sure that the order has been placed by the account holder. At IDW Limited we take your security and privacy very seriously. We hope you understand that when we have to take extra security measures such as this, we do it to protect you as well as IDW Limited.
Unfortunately, without this documentation, we are unable to complete the processing of your order. If we do not receive the requested documentation within two weeks of your initial order date, your order will automatically be cancelled. If you can't provide documentation of the billing address on your order, you will need to cancel your current order and reorder using the proper billing address for your credit card. Once we receive and process your documentation, you should not need to provide it on subsequent orders. IDW Limited does not hold merchandise, therefore, at anytime during the address verification or billing verification the item(s) your ordered sell out, your order will be automatically cancelled.
Discounts & Promotions
Do you offer customers any special discounts?
Customers on our e-mail newsletter lists have access to exclusive discounts and promotions available only to subscribers. If you'd like to have access to special promotions, discount codes and other goodies exclusively for folks who get our newsletter, then sign up to receive the IDW Limited E-mail Newsletter! IDW Limited is dedicated to privacy; we will never ever release your email address to third parties.
To receive our newsletter, enter your email address in the Free Newsletter field on our home page then click SUBSCRIBE.
When redeeming Promotion, Discount or Coupon Codes during checkout, please note that only one promotion code can be used per order. Promotion, Discount or Coupon Codes cannot be used towards the purchase of Gift Certificates.
What does the Order Status and/or Product Status mean?
This indicates the current status of your order. There are several statuses:
New - Your order has been accepted and will be processed soon.
Processing - Your order has been transmitted to the packing/shipping department and our warehouse staff are gathering your items and preparing them to be shipped. (Note that your order could remain in this state for several days.). Your credit card has been fully charged at this point.
Partial Shipment - Some of the items have been shipped.
Shipped - Your order has been fully shipped. Your credit card has been fully charged at this point.
Canceled - Your order has been canceled and normally your credit card has not been billed. If it was billed, we have issued a proper refund that should appear on your next statement.
What are those "Incomplete Orders" in my account history?
Those are shopping carts that you have started but not completed. You can view the order and complete the order at any time in the future. Those orders stay with your account so, for example, you can start an order at work and then complete the order from home.
To delete an incomplete order from your account, hit the COMPLETE THIS ORDER button. This will take you to where you left off in the order process. Once there, use the back button at the bottom of the page (not your browser's back button) until you get to the shopping cart. Once you are at the shopping cart, remove all items from it. Once this is done, the incomplete order should disappear.
Changes & Cancellations
Can I make changes to my order?
If your order is still in the New status, we are able to make some changes. Please call us at 1-855-483-1996 (Toll Free) or 858-277-7424 as soon as possible to make any changes. If it is outside of our business hours, please follow the instructions below to cancel your order and place a new order with the required changes. Please note, our products are limited in production and if you cancel your order, certain items may sell out and you will not be able to reorder. We are not able to change items in your shopping cart, or add additional items to your order once your order has been completed.
Please note that our order fulfillment and shipping systems are designed to get orders ready for shipment quickly and efficiently. Therefore, once the order has changed to the processing status, our customer service staff will not be able to make any changes to it.
What's your cancellation policy?
You have the ability to cancel your own order, as long as it hasn't been sent to our warehouse for processing. To cancel your order, go to the Order Management page under My Account (link). Any order that hasn't been sent to the warehouse will have a note saying that the order can be canceled. Click the "Cancel" link, and confirm the cancellation on the confirmation page. Your credit card will not be charged, and the order will be deleted permanently. Please note, orders placed using PayPal cannot be canceled from our web site. Please contact Customer Service at 1-855-483-1996 (Toll Free) or 858-277-7424 to cancel PayPal orders.
Please note our order fulfillment and shipping systems are designed to get orders ready for shipment quickly and efficiently. Therefore, once the order has been sent to our warehouse for processing, neither you nor our customer service staff will be able to cancel it. If your order status says anything other than "New", it can no longer be canceled. We are not responsible for orders that cannot be canceled after an order has been submitted. Once an order is canceled, it cannot be recovered.
Do you ship outside the U.S.?
Yes! After placing items in your shopping cart, proceed to the checkout area. Complete the Shipping and Billing information, including selecting your country. If your country is not in our drop-down list, we are unable to ship orders to that country.
International Economy Shipping
For orders to Canada, The United Kingdom and Australia, in addition to express shipping via Fed Ex, DHL and UPS, we offer Economy Shipping via local postal agencies. International Economy Shipping is available for smaller, lighter orders -- less than approximately 5 pounds and totaling less than $100. Orders shipped using Economy Shipping may take up to 1-3 weeks for delivery and tracking is not available. Please note that orders shipped via Economy shipping cannot be rerouted after shipment.
For orders shipping outside of the US, Fed Ex, DHL and UPS Express Shipping are available. Fed Ex, DHL and UPS Express offer door-to-door tracking and packages normally arrive within about 3-5 business days after shipment.
Please note that you may need to pay additional import fees, taxes, brokerage fees, and handling fees to receive your order. These additional fees are not collected or controlled by IDW Limited and your local customs office may contact you concerning payment of customs fees or to receive final delivery of your order. Customs processing of your shipment might cause delays in the delivery of your package. Please make sure you are familiar with your country's customs process and fee structure before you order so you know what to expect.