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LTTStore Help Center (Global)

We&#x2019;ve recently become aware of a potential issue regarding unusually-high customs fees for some orders. Please rest assured that this is being investigated with the highest-possible priority, and that our goal is to ensure all affected customers are taken care of.If you believe your recent order may be affected by this, please submit a ticket&#xA0;<a href="https://global-lttstore.gorgias.help/en-US/contact" style="text-decoration:none;">here</a>&#xA0;and select the subject line &#x201C;Higher than normal customs value.&#x201D; In the message body, please indicate the order you are experiencing this issue with. As always, we appreciate your feedback and look forward to getting to the bottom of this shortly. Please note that if you reside in the EU, UK, or Norway and are experiencing a duplicate VAT charge, this is&#xA0;NOT&#xA0;related to that issue. If this is what you&#x2019;re experiencing, please contact customer service and follow the instructions&#xA0;<a href="https://global-lttstore.gorgias.help/en-US/i-live-in-the-uk-eu-or-norway-and-ive-been-charged-for-sales-tax-twice-what-can-i-do-1382543" style="text-decoration:none;">here</a>.

We’ve recently become aware of a potential issue regarding unusually-high customs fees for some orders. Please rest assured that this is being investigated with the highest-possible priority, and that our goal is to ensure all affected customers are

SERVICE ALERT: Unusually high customs fees

Products currently on pre-sale or backorder

The item I want is out of stock! When will you restock it?

I need to cancel my order, or modify the order’s contents in some way. How can I do that?

I’m really looking forward to a product you’ve announced but which isn’t released yet. When is it coming out?

What is your return & exchange policy?

My order arrived damaged, with missing/incorrect items, or it never arrived. What are my options?

I contacted support and haven’t received a reply yet!

Can I talk to Linus or one of the other LTT video hosts by contacting support?

I have a suggestion/feedback about an LTT video

I need help with a tech problem. Can I get a tech tip by contacting lttstore.com support?

Got any spare computer parts you can sell or give away?

Can I get my lttstore.com products signed by an LMG staff member?

My order arrived with one or more items missing. On the packing slip, they were labeled as "B/O." What does this mean?

How do self serve returns work?

Do you offer any discounts for students, seniors, military, or other demographics?

Am I able to pay for my order through multiple payment methods?

Can I have my pre-order product shipped separately from other products on the same order?

Am I able to have additional products added to my order if it hasn’t already been shipped?

General

To what countries does lttstore.com ship?

What company(s) will ship my order?

Do you offer expedited shipping?

I placed an order with the wrong address. How can I fix it?

My order has been returned-to-sender. What should I do?

I’m tracking my order and I haven't seen a new tracking event in a few days. Is my order lost/delayed?

My order tracking says my package is in a city/country it shouldn’t be. What's going on?

My order looks like it hasn't shipped yet. What's going on?

I live near LTT’s headquarters. Can I come pick up my order?

Do you offer free shipping?

What determines the price/speed of the shipping methods you offer?

Does lttstore.com support the use of third-party forwarding services?

Where does lttstore.com ship from?

Will lttstore.com open up foreign distribution centre(s) in markets such as EU?

My order has been marked as delivered, but I haven’t received it yet. What should I do?

Can I have orders shipped to hotels or vacation accommodations?

I’m getting an error message, “This order can’t be shipped to the address you entered. Review your address to ensure that all fields have been entered correctly and try again.” Does this store not ship to my country anymore?

Shipping

What is a Merch Message?

How do I submit a Merch Message?

Can I send a Merch Message with a giftcard?

I didn't see my Merch Message, did it not go through?

What is the Desk Configurator?

What is the Bonus Bin?

Does Shop Pay block my Merch Message from sending?

I found a bug on the store. How can I report it?

How to submit a Product Review

LTTStore.com Features

What charges such as customs, duty, or sales tax should I expect when ordering from you?

I live in the UK, EU, or Norway and I've been charged for sales tax twice. What can I do?

Can you declare a lower value for my order so that I can pay a lower customs fee?

My customs/tax authority/accountant has asked me to provide an invoice for my order. Where can I obtain this?

Why have I been charged tax on my order?

Customs, duty and taxes

How do I purchase an lttstore.com gift card?

How will my gift card be delivered after I purchase it? How long will it take?

How do I spend my gift card(s)?

Can I use multiple gift cards on the same order?

Do lttstore.com gift cards expire?

How do I check my gift card's balance?

I purchased a gift card and it hasn't been delivered. What can I do?

I used a gift card to pay for an order that was refunded. What happens to my gift card?

Gift cards

The care instructions label on my T-shirt came off after the first few times I wore it. Is this normal?

I ordered some Mystery T-shirts and some/all of them had the same graphic. Is this normal?

Apparel

One or more of the carabiner zipper pulls on my backpack is misaligned or has snapped off completely. How can I get this fixed?

My backpack doesn't stand upright like in the product photos. Is this normal?

Are there replacement parts available for my backpack?

What are the terms of my backpack's Limited Lifetime Warranty? How do I submit a claim?

How can I ensure that my device will fit in the LTT Backpack's device sleeves?

An item I was storing in my backpack has been stained orange. How can I fix this?

Some moisture has gotten into my backpack. Is this normal?

How can I ensure that my device will fit in the Commuter Backpack's device sleeves?

Backpack

The shaft of my screwdriver wiggles up and down if I push on it. Is that normal?

The endcap of my screwdriver's bit holder wobbles slightly when I push on it. Is that normal?

What are the terms of my screwdriver's Limited Lifetime Warranty? How do I submit a claim?

The black coating on my Black Shaft screwdriver is wearing off, even with light use. Is this normal?

The coating on my screwdriver's bits has worn off. Is this normal?

One of my screwdriver's bits has stripped or worn out. Is this normal?

Am I able to order a personalized / customized screwdriver?

Why does my screwdriver feel different from another LTT screwdriver?

Screwdriver

My Precision Screwdriver endcap is spinning less than advertised or not at all. What should I do?

My Precision Bit Set indicates that I should have Security Hex 2 & 2.5 bits, but my case came with normal Hex bits. Which is correct?

What bits are included with my Precision Bit Set?

My Precision bit set case has arrived but the foam is in the incorrect orientation. How can I fix this?

Precision Screwdriver & Precision Bit Set

How can I source a replacement lid for my LTT Water Bottle?

How do I know what type of lid came with my LTT Water Bottle?

Water Bottles

What are the specifications on my Scribedriver's included O-ring and/or clip screws?

Scribedriver Bolt Action Pen

Products

What's happening to LTTStore?

Why is LTTStore.com being split into two sites?

How do I know what version of lttstore I’m on?

I have an existing order on backorder or in-transit from LTTStore.com, but I live outside of the US. What will happen to my order?

How do I switch from LTTStore.com to global.lttstore.com or vice versa?

I’m attempting to place an order but I don’t see my country listed as an option. What should I do?

I live outside the US but want to send a gift to a friend/family member in the US, or vice versa. What should I do?

I had an account on LTTStore.com but plan to use global.lttstore.com moving forward. Do I need to make a new account?

How can I view my order history from prior to the launch of global.lttstore.com?

Will this affect the way that LTTStore holds my personal data?

What will happen to gift cards on LTTStore?

Can I have an account on both the global and US versions of lttstore?

Where will LTTStore orders be fulfilled from after the launch of global.lttstore.com?

How will pricing change as a result of the launch of global.lttstore.com?

How do I submit a warranty claim after the launch of global.lttstore.com?

How will this change affect product availability? What happens if a product is in stock on one site but not the other?

I have a question that is not answered in this FAQ.

LTTStore US & Global Sites

What is the Power Outlet?

How does lttstore define “minor cosmetic wear”?

I received item(s) from the Power Outlet whose condition does not match the photos on their product page.

Can Power Outlet items be returned or exchanged?

Are Power Outlet items covered under warranty?

What are Power Packs?

I’ve just placed an order for a Power Pack. Can I request that a certain product be included?

SERVICE ALERT: Unusually high customs feesUpdated 8 minutes ago