Customer Contact & Support Policy

Effective Date: July 1, 2026

At Mistbound Studios, we are committed to providing excellent customer service. Whether you have questions about a product, need assistance with an order, or require support after your purchase, we are here to help.

How to Contact Us

The fastest way to reach us is through our website's Contact page or by email.

Customer Support Email: mistboundofficial@gmail.com

Website: https://mistboundstudios.com

We recommend contacting us through one method only to help us respond as efficiently as possible.

Customer Support Hours

Our customer support hours are:

Monday – Friday
9:00 AM – 5:00 PM Central Time

We are closed on weekends and major U.S. holidays.

Messages received outside normal business hours will be answered as soon as possible during the next business day.

Response Times

We strive to respond to all inquiries within:

• General Questions: 1–2 business days

• Order Questions: 1 business day whenever possible

• Shipping Damage Claims: 1–2 business days

• Custom Project Inquiries: 2–5 business days

Response times may be longer during holidays, conventions, product launches, or periods of unusually high order volume.

Information to Include

To help us resolve your request quickly, please include:

• Your name

• Order number (if applicable)

• Email address used to place the order

• A detailed description of your question or issue

• Photographs, if reporting damage or a product concern

Providing complete information with your initial message helps us assist you more efficiently.

Order Updates

If your order is still within the published production timeframe, we kindly ask that you allow that time to pass before requesting a status update.

Once your order ships, you will automatically receive tracking information by email.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

• Your order number

• Clear photographs of:

  • The product

  • The shipping box

  • The shipping label

  • Any damaged packaging

This information allows us to evaluate the issue and work toward a prompt resolution.

Product Questions

If you have questions about a product before purchasing, we are happy to help.

We can provide additional information regarding:

• Product dimensions

• Scale

• Materials

• Painting options

• Compatibility with tabletop games

• Production timelines

Respectful Communication

Mistbound Studios is committed to maintaining a respectful and professional environment for both customers and staff.

We ask that all communications remain courteous and respectful. Harassing, abusive, threatening, discriminatory, or inappropriate communications may result in the termination of customer support and, when appropriate, cancellation of pending orders.

Social Media

You are welcome to follow Mistbound Studios on our official social media channels for announcements, new product releases, behind-the-scenes content, and community updates.

Please note that customer service requests submitted through social media may take longer to receive a response than requests submitted through our Contact page or email.

Updates to This Policy

Mistbound Studios may update this Customer Contact & Support Policy from time to time. Any changes will become effective when posted on this website.

Thank you for supporting Mistbound Studios. We appreciate your business and look forward to creating collectibles you'll be proud to display for years to come.