FAQs

Below are some commonly asked questions. If you have any other questions, please contact us at support@merch-mail.fortnite.com.

Why haven't I received my confirmation email after ordering?

Please check your Spam Folder — 99% of the time, you will find it there. It’s also possible that you may have entered the wrong email address. If you’re unable to find your order confirmation, please contact us at support@merch-mail.fortnite.com.

Why do some products ship separately?

Some products are still in production and expected to ship in January 2019 (see product pages for estimated ship dates). The Durrr Burger White Tee and DJ Yonger Tee will be available sooner so rather than wait until everything else is available, those will ship as soon as they are in stock.

Note if you purchase other products with multiple ship dates, your order will remain on hold until all are in stock.

Why can I only purchase 2 Durrr Burger Onesies?

Because the Durrr Burger Onesie is a limited edition item, there is a limit of two (2) per customer.

When will I receive my order?

Pre-Order Merchandise

The estimated ship date of your items will be shown on both the product details page and in the cart. We make every effort to ship pre-order products by the estimated ship date, but cannot guarantee it. All dates listed are ship dates so please also allow time for transit. See below for shipping time frames.

In-Stock Merchandise

In stock, non-preorder items shipping to addresses within the United States are sent by US Mail (USPS) or FedEx. Army Post Office (APO) addresses have an average transit time of 10-21 days.

Domestic Shipping (US). Our domestic carriers are USPS, FedEx, UPS. If FedEx or UPS is being used, the “ship to” address may not be a P.O. Box or your order will be considered an “Undeliverable Package” (see the Undeliverable Packages section below). The shipping time frames provided during the checkout procedure are estimates only. The typical delivery time frame for USPS is three (3) to ten (10) business days. The typical delivery time frame for FedEx depends on the service selected. If you have not received your delivery, you must contact us within sixty (60) days of purchase or we will not be obligated to re-ship.

International Shipping (Outside the US). The shipping time frames provided during the checkout procedure are estimates only. The typical delivery timeframe for international orders is two (2) to four (4) weeks but please allow up to six (6). If you have not received your delivery, you must contact us within sixty (60) days of purchase or we will not be obligated to re-ship. In any event, we are not obligated to reship unless a trackable method of shipping was chosen. Please choose your shipping method carefully. Fortnite Retail Row will not reship your order due to non-receipt unless you choose International Priority (a trackable shipping method) during checkout. You are responsible for any and all duties and taxes incurred upon delivery. If you refuse to pay duties and taxes your order will be returned to Fortnite Retail Row, you will be required to pay a $5.00 return fee, and you will receive a credit for the subtotal of the order but will not be refunded the cost of shipping and handling or (if applicable) gift wrap.

Orders received over the weekend and on holidays will be processed the following business day. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.

A Note To Customers Living Outside the United States

If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.

What forms of payment do you accept?

  • PayPal
  • Google Pay
  • Credit cards accepted: MasterCard, Visa Credit, American Express, and Discover cards

Is it safe to use my credit card?

Safeguarding your privacy and confidentiality is of the utmost importance to us. We use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.

Where can I find size guides?

Sizing for all products is available here and via product details pages.

How will the transaction show on my credit card statement?

The transaction will show as "SP * FORTNITE: RETAIL"

What if I forgot my password?

If you forgot your password click here and click “Forgot your password?”. If you are still having trouble logging in, please contact Customer Service.

How to change your order?

The Fortnite Retail Row store processes your orders very quickly. If you find that you have made an incorrect order, please notify us immediately by contacting Customer Service.

If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order.

How do you calculate shipping?

Shipping rates are based on the weight of the items ordered. Please note specialty items may require extra shipping and handling.

All orders that contain posters will ship separately in a poster tube and may arrive on a different day than the rest of your order.

What is your returns and exchanges policy?

If you have received damaged, defective or incorrectly shipped merchandise, please contact Customer Service and return the product within 30 days of receipt following the Return/Exchange Instructions below. We will gladly replace or refund the merchandise without additional charge upon return.

If you have ordered incorrectly or are not happy with your purchase, please follow the Return/Exchange Instructions below. On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment, including a $5.00 restocking fee.

Fortnite Retail Row will not accept any items for return or exchange after 30 days from receipt. (Note that for orders shipped via a non-trackable method we won't be able to determine receipt date.) Fortnite Retail Row is not responsible for any items returned to us via a non-trackable delivery method that go missing in transit.

Please include the following in your email to Customer Service and in your return:

  • Your order confirmation number
  • Your first and last name
  • Your mailing address
  • Your phone number
  • What you are returning and why
  • How you would like us to handle your return or exchange.

We highly recommend that the items be returned to us using a mail service that provides tracking or insurance.

Mail to:

Clique Here, Inc
c/o Fortnite Store Returns
801 Blacklawn Rd SW STE N
Conyers, GA 30012

Once your return has been received by us, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.

Items That Cannot Be Returned or Exchanged:

Unfortunately the items listed below cannot be refunded, returned, or exchanged. All sales of these items are final except only in the case of a manufacturer's defect, backorder, unshipped pre-order, or undeliverable package.

  • Underwear or bathing suits
  • Any apparel item deemed by Fortnite Retail Row to show obvious signs of use
  • Any physical media (CDs, DVDs, vinyl records) that has been opened (removed from its plastic wrap)
  • Any downloadable media
  • Any item that is not in its original condition (for example, is damaged or missing parts) for reasons not due to an error by the Fortnite Retail Row store.

Fortnite Retail Row will not refund any customer whose order is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete unless that order is classified as undeliverable and returned to Fortnite Retail Row. Fortnite Retail Row will not re-ship any order that is not received because the shipping address provided during the checkout procedure was inaccurate or incomplete.

How do promo codes work?

If you have a promotion or discount code, you may enter it during checkout. Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined.