We recently updated our software for the EVE Online Store. As a result of this update, customer account information could not be transferred. We ask that all customers please re-register with the EVE Online Store before ordering. We apologize for this inconvenience. If you have a question about an order placed before March 1, 2009, please contact us at store@eveonline.com. Please include your name, your order number, and the date of purchase.

The primary means of contacting the EVE Online Store is through email (store@eveonline.com). Please direct all questions related to the EVE Online Store to this email address. We will respond to your query as quickly as possible. Please include your name, email address and order number (if applicable). This information will aid in answering your queries as effectively as possible.

The EVE Online Store accepts orders via credit card or Paypal. The credit cards we accept are: Visa, Mastercard, American Express, JCB, Visa Delta and Visa Electron. All debit cards with these associated credit services are also accepted. The EVE Online Store does not accept phone orders or mail orders, and we do not take accept checks that are not e-checks.

The EVE Online Store does not save or store credit card information, so all charges that are authorized by you during the order process is a one-time authorization and charge. Items cannot be added to your order after your card has been charged.

The EVE Online Store's bank is based out of Europe. If your bank charges any international processing fees, please be aware of such fee. We only charge what is assessed during the order process, so any fees or charges thereafter will be assesses from your bank.

Problem orders can occur for a number of different reasons. A Problem order is often a result of some error in the payment process of the order. When an order is listed as a Problem, no money has been collected on our part; the order cannot be fulfilled until the transaction is complete. The best course of action is to reorder. If a problem persists, please contact the Store and we will investigate the issue.

A few tips to avoid encountering a Problem order:

Make sure that your billing address matches the one associated with your credit card. Many times, a Problem order arises when incomplete or mistyped information is inserted into the billing address information.

Check that your credit card is not expired.

Check that the name on the credit card matches that listed on the order. Nicknames, surnames and abbreviated names are sometimes not recognized as valid billing information.

Make sure that your bank is aware that the EVE Online Store's bank is based out of Europe. Some banks will reject or decline the authorization due to suspicion of fraud. Please also be aware of your bank's international fee policy regarding processing charges from an international bank.

We process the orders every morning from Monday-Friday (excluding federal United States holidays and certain other holidays). Orders placed before 9:30 AM EST will be processed the same day and ship out within 48 business hours. Otherwise, your order will be processed the next business day. Orders must be processed before they can ship. Once orders have been processed, NO CHANGES CAN BE MADE (e.g. cancellations, address changes, item changes). 

Certain times may encounter a slight delay due to higher volumes of orders. If you are ordering during the holiday season, please take into account potential delays due to higher volumes of orders. All shipping rates and delivery estimates are based from time of shipping and are based upon business days. For example: If you order FEDEX 2 Day shipping and the item was shipped on Friday, it has been picked up Friday, in transit Monday, and will deliver on Tuesday. 

We neither ship out orders on Saturday or Sunday nor do we offer Saturday delivery. This means if you place your order on Thursday or Friday, you would not count Saturday and Sunday as part of the delivery days. 

Due to restrictions by FedEx, we neither ship to APO or PO Boxes nor can we ship items to state or federal correctional institutes. Please provide a valid street address with your order; it will not be shipped until a valid address is provided. Additionally, please provide your full shipping address while ordering, including full name, valid street address and ZIP/postal code. Missing information can cause delays in delivering items.

Some countries require a broker or other agent to handle imported packages through third party delivery services like FedEx. Other countries have local taxes, tariffs and import costs associated with the importation of goods. The EVE Online Store is not responsible for these additional taxes and fees. The shipping rates that we charge are based upon FedEx delivery rates and do not include these additional fees. If you have any questions or need more information about local customs/import taxes, please contact your local officials. Additional information can also be found at www.fedex.com.The EVE Online Store reserves the right to only refund a portion of your money and/or charge a fee if you refuse to pay Value Added Tax or duties to cover the cost of having the merchandise shipped back to us. The EVE Online store also reserves the right to cancel all future international orders made by you for your refusal to pay VAT of the country.

If you ordered the wrong item, received a damaged item, or wish to return an item to the EVE Online Store, please send us an email (store@eveonline.com) informing us of your intent to return an item. In this email, please include your name, order number and the stock number of the item you would like to return. Once we have confirmation of your intent to return, you may ship the item via the cheapest shipping option available to you to:

EVE ONLINE RETURNS PROCESSING CENTER
3280 Summit Ridge Parkway
Duluth, GA 30096 USA

If the item was a mis-shipment or a damaged item, please return the item and we will send a replacement item at no charge to the customer. We will not send out the replacement until we receive a scanned copy of the shipping receipt, which indicates that you have returned the item. If you would prefer a refund instead, please indicate that in your email and on your original sales order. Please include a copy of your sales order with the package.

All requests for reshipments for returns or refunds for returns must be done in writing within 60 days from date of shipment of your order. Please keep in mind that United States Postal Service can take up to 4 weeks (excluding holidays and customs processing time), so please be sure to review our FAQ regarding USPS.

Included in your package are these instructions as well to return your item. Please be sure to include that paperwork along with your sales order.

Orders for E-ON, EVE Strategic Maps and E-ON Posters are handled by MMM Publishing in the UK. All items are dispatched by First Class mail (UK) or Priority Airmail. Depending on your geographic location, packages can still take as much as three weeks to reach you but are usually much quicker. Packages dispatched by MMM Publishing do not have tracking numbers. For all inquiries related to MMM items, Please email eon@mmmpublishing.com. 

MMM orders (whether full MMM orders or partial MMM orders) are processed at 9:30 AM EST, so any changes needed to be made to these orders or portions of orders must be articulated to the Store and eon@mmmpublishing.com before 9:30 AM EST otherwise it shall process and ship out. 

Shipping to Argentina and Brazil: Unfortunately MMM Publishing is no longer able to offer shipping to Argentina or Brazil as mailing to these countries has become too unreliable, and the likelihood is that your package will never arrive. We sincerely apologize for this situation. Should things improve, we will reinstate these shipping options.

Please email eon@mmmpublishing.com for this and all other E-ON Magazine-related enquiries.

We have been recently experiencing some technical issues with the PayPal payment confirmations processing. Please allow for the confirmation screen to fully process before closing it out or navigating to another page. PayPal related orders are double checked every morning prior to the orders being processed. If you do not see a change to your order status by the next BUSINESS day, you may email (store@eveonline.com) with your name, order number, email associated with PayPal, and date of order.

If any of your contact information exceeds the maximum character limitation, it will cause an error in the system, so please keep your information within the provided box. The error will prevent your order from being processed. If your address exceeds the box limitation, please enter a version that will fit in the space provided and email the full address to (store@eveonline.com) .

I'm ordering merchandise to Russia. Why was my order cancelled and refund processed?

Due to Russian customs, we are unable to ship merchandise with a total exceeding $50 USD. FEDEX cannot guarantee all merchandise orders exceeding $50 USD to successfully pass customs and be delivered, therefore we limit Russian order totals to $50 USD and lower. 

I'm ordering merchandise to Venezuela. Why was my order cancelled and a refund processed?

Due to high volume of orders in the EVE Online store shipped to Venezuela and taxes and duties issues, the EVE Online Store is investigating credit card fraud. During this investigation, all orders shipped to Venezuela shall be suspended, cancelled, and/or refunded.

I have an APO/AE address, but USPS is not showing up or the system is not allowing me to input my address. What should I do?

We are currently fixing this issue. It is a technical issue that is related to our store softare and the shipping software to cooperatively work to determine shipping. At this time, APO addresses cannot be used for shipping. We hope to have this fixed soon.

I chose USPS shipping for my order. Will I receive tracking information for it?

There is no tracking for ALL USPS options offered. Please be aware of the lack of definitive tracking when placing your order using USPS.

There is no tracking for ALL USPS options offered. With that said and if it's been 21 business days or approximately 3-4 weeks excluding any holidays that may affect transit time (please be aware that holidays may affect transit/delivery time), you may email store@eveonline.com to try and see if your package has been shipped out. You should also contact your local post office to ensure that there hasn't been a mix up or the package is being held at a location.The store personnel will have the same tracking information you do. After 30 days, CCP reserves the right to no longer investigate your order's status. CCP also reserves the right to refund orders shipped this method at its sole discretion.

Clean your device surface before application. The device needs to be free of debris, dirt, and dust to ensure your Skin sticks. It is recommended to use a dry lint free cloth

For Laptops, make sure you don't apply your Skin upside down. The bottom part of the Skin should align with the laptop hinges. Align one corner of Skin on the laptop, smooth out and then continue slowly peeling back the Skin from liner, smoothing onto your laptop as you peel from the liner.

For iPhones and iPads, line up the Skin with the camera lens (if there is a camera). Once aligned, slowly peel back the Skin from liner, smoothing onto your phone as you peel from the liner.

If you get a bubble during the application process, gently peel back the Skin and reapply to the area.

It's important that you apply your Skin slowly from the liner. The material is thin and will stretch, which will cause your Skin to not fit your device properly.

If you want to remove your Skin, simply pick a corner and begin to peel. The Skin will remove cleanly without residue.

If an item has become out of stock, it will no longer be available to purchase so it will be removed from the cart. If the cart has been abandoned, which means that the customer added items to the cart but no longer wishes to do anything with it, abandoned carts will be cleared within 48 hours of its creation.