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Customer Care

  • Can I cancel an order I've already placed?

    Since we strive to ship your orders as quickly as possible, we can only cancel or change orders that are on backorder or pre-order status and haven't been prepared by our warehouse for shipment. 

    If the order has already been accepted and processed by the shipping center, then you will have to wait for it to arrive and then follow the return instructions in your order confirmation email.

  • What do I do if I receive an item I didn't order?

    We want to sort out any shipping errors as quickly as possible.

    If you discover you have received an item you did not order, please contact us with the order number, the item's name and item number, and a description of the item.

  • You sent me the wrong item! What do I do?
    Whoops, we goofed! Please contact us with your order number as well as the name of the incorrect item you received, and we’ll get you sorted as quickly as possible!
  • I'm missing an item from my order! What do I do?

    It’s possible we sent your items in a separate package. Be sure to check the tracking information that we sent to you via email. In addition, you can double check the shipping information we sent with your order. It will let you know if your item should have been included in the parcel you already received.

    If you’ve double checked your shipping information and are sure you’re missing an item you ordered, please contact us with the order number for the missing item. We’ll track it down for you as quickly as possible!

  • Do I need to create an account to checkout?
    No, you may complete your order as a guest, but if you plan to make multiple orders, we highly recommend creating an account!
  • Does my order include shipping insurance?
    All orders include shipping insurance for the full value of the merchandise.
  • What are the browser requirements for this site?

    This site is optimized for the latest versions of Google Chrome, Mozilla Firefox, and Apple Safari. On mobile devices, we recommend running iOS 9+ and Android 5+.

    Running into a technical issue? Please contact us.

  • Why is Supercell doing Merch at all?

    Our biggest reason for doing Merch is that players were asking for it! We’ve heard a lot of requests over the years and even did some testing at ClashCon 2015. One of the biggest pieces of feedback to come out of our initial Merch offering was that people wanted much, much more Merch! Our number one goal this initial product offering is to delight players and celebrate our games and characters. We’ll always look for new products and ways to do this going forward!

  • What payment methods do you accept?
    We accept Visa, MasterCard, Discover, American Express, Diners, JCB, Amazon Payments, PayPal, and Apple Pay.
  • When will I be charged for my order?
    As soon as your payment method is authorized, we will take payment. You should receive an email confirmation that your payment was successful. If your payment is not authorized, we’ll let you know via email as well! Please keep in mind that if your payment is unsuccessful, you may still see a temporary charge on your account.
  • Am I charged international bank fees when ordering?

    If your credit card is issued outside of the US, it is possible that your bank may charge you a fee for purchases made in US dollars. This charge comes directly from your bank and is outside of our control.

    You may want to use PayPal or Amazon, as they usually charge lower bank fees.

  • Where do I use my promo code?
    You can enter your promo code at any time during the checkout process before you complete your order. Just type it into the “Promo” field and click “Apply.” Your discount will then show up in the subtotal below.
  • What should I do if I've been overcharged for my order?

    Oops. Sorry we overcharged you!

    Keep in mind that if you are not paying with US dollars, your bank may charge a foreign transaction fee. Check with your bank or credit card company before placing your order.

    If you've used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes. Check the Terms and Conditions of your promo code to see how it applies.

    If you still believe you've been overcharged for you order, then please contact us immediately, and we'll get you sorted.

  • How do I use PayPal as a payment method for my order?

    To pay with PayPal, you'll need to log in to or create your own PayPal account. Once your PayPal account is set up, you can click the “Pay with PayPal” button to be directed toward PayPal’s checkout.

    • Can I use more than one promo code against my order?
      You can only use one discount/promo code per order; this includes free delivery codes. 
    • Can I use the e-gift card for in-app purchases?
      Unfortunately e-gift cards can only be used for physical merchandise as seen on shop.supercell.com
    • Do e-gift cards expire?
      There is no expiration date on your e-gift card. 
    • How do I check my e-gift card balance?
      Return to your e-gift card confirmation page at any time to see your remaining balance.
    • How do I send an e-gift card to a friend?

      You forward the confirmation email to your friend.

    • How do e-gift cards work?

      First select the design of your e-gift card and enter the desired amount from the drop-down menu. Add this to your cart and checkout. Immediately you will receive an email notification of your e-gift card. Click on “View your card” and you will see the e-gift card code. If you purchased this as a gift you can forward the email to the intended recipient. Note. E-Gift Cards will only work in the regional store they are purchased. E-gift card codes can be redeemed at check-out for product as well as shipping cost.

    • Are e-gift cards refundable?
      No, unfortunately e-gift cards cannot be refunded.
    • Help, I lost my e-gift card code! What do I do?
      Please contact Merchandise Support and a new e-gift card will be issued.
    • How do I know if my product is a official Supercell product?

      Every official Supercell product has attached a Supercell hologram with a corresponding serial number to indicate it’s authenticity.

      If your product has the hologram – it’s legit.  Another way to make sure you always get genuine Supercell product is to purchase directly from our store.  

      An example of the hologram is provided below:

      Supercell Product Hologram

    • How does a preorder work?
      Preorders are items that are available for sale but don't ship until a later date (specified on the product detail page). When you purchase a preorder product you are billed immediately upon checkout. This ensures you will receive the product once it becomes available. All preorder items can be cancelled for a full refund up until the product ships. After the product ships, our normal return policy will take effect.
    • If a product is sold out, will you restock?
      Some of our products are limited edition and won’t be restocked. However, most other items will be restocked! Please check the product detail pages for updates.
    • Do you provide info on size guides and product specs?
      If it can be worn, we will have a chart for it. If it can be collected, we will have specs on it. Never fear! Check the product detail page for links and info.
    • Why can't I find products for a certain character?
      Our designers are working overtime to create new products. Stay tuned to our news section or subscribe to our email list for updates. You can also contact us and let us know what characters you’d like to see available on the store!
    • What is a blind bag?
      A blind bag contains 1 of 10 available pin designs. You won’t know which one until you open the package! Keep an eye out for rare pins!
    • What is your Returns Policy?
      • You can return most items for a full refund within 30 days of your order date, including sale items. Some personalized and collectible items (blind bags) are not eligible for returns.

      • Items need to be returned in their original unopened packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

      • If you wish to return shirts, hoodies or any other article of clothing, please make sure they are unworn.

      • A damaged or defective item can only be replaced for the same item. Another item cannot be substituted in place of a damaged or defective item.

      • You will be responsible for the cost of shipping an item back to us. We recommend using a carrier that provides you with a tracking number, such as UPS, FedEx, or USPS Priority Mail.

      • We reserve the right to deny a refund on any item if the Supercell hologram is missing or has been altered.

      • All goods will be inspected on return.

      • The goods are your responsibility until they reach our warehouse, so make sure they are packed up properly and do not get damaged on their return!

      • There's no need to let us know you're returning something; just initiate an automated return by clicking here.

      • We'll refund the item(s) (including sale items) back to your original payment method.

      • We are not responsible for any items that are returned to us by mistake.

      We want to give you a hassle-free way to return items, just make sure it’s within 30 days of placing your order, including sale items. To initiate a return click here and you will be taken to our returns page. You will be asked to fill out a short form, then a shipping label will be supplied to you. It can take up to 10 business days for your return to reach us. Once we've received your return, we'll issue your refund within 7 business days. We’ll send you an email once we’ve received and processed your return.

      If you're returning from outside the US, it can take up to 21 business days  for your return to be delivered back to our warehouse, depending on your location and which postal service you use. As an international customer, you can return your parcel using any postal service.

    • How do I make a return if I live outside the US?
      To return your order, please follow the instructions below:
      1.  Does your order meet the return policy?  
      2.  Great! Please package your order and mail to the closest distribution facility: 
      Brand Access
      Attn: SC Returns
      Gesworenhoekseweg 11
      5047 TM Tilburg
      Netherlands
      ///
      Brand Access
      Attn: SC Returns
      900 High Street
      Palo Alto, CA 94301
      USA
      ///
      Brand Access
      Attn: SC Returns
      3F Goldlion Ctr,13-15 Yuen Shun Circuit
      SIU LEK YUEN, SHATIN, NT
      HONG KONG
      ///
       *Tip: If you bring your original packaging, customs will likely waive any outgoing fees.

      3.  If requesting an exchange, please email SCSupport@BrandAccess.com with your order number and the word EXCHANGE in the subject line, and specify details on your exchange request. Otherwise your return will be refunded to the original payment method.

    • How do I return an item?

      You can initiate a return by clicking here. Please have your order number, email address and zip/postal code available.

    • I received an incorrect refund. What do I do?

      Oops. We apologize for any inconvenience this has caused. If there is a problem with your refund please contact us and we’ll get back to you as quickly as possible.

      The following may affect the amount you have been refunded:

      • The delivery charge, which is not refunded when you return something.
      • Any discounts that were applied at the time of sale, which may no longer be applicable.
      • The returning shipping cost of $7
    • I never received a refund. What do I do?

      If you've returned items for a refund, we'll complete your refund within 7 business day of receiving your return.  

      We’ll send you an email as soon as we’ve processed your return and refund. Once you receive this email, it can take up to 10 business days for the funds to reach your account. This timeframe is dictated by your payment provider.

      If you still have questions about your refund, please contact us.

    • What happens to my refund if I'm no longer using my card?
      We can only issue a refund back to the same card you used for your purchase. If your card or payment method has been lost, stolen or closed, you are still eligible for store credit. Contact us to inquire about store credit if you can no longer receive your refund.
    • I've purchased a blind bag product or a personalized item. Can I return these?
      Unfortunately, we are not able to accept returns of any customized items or blind bags as they are collectible in nature.
    • What are the countries that are impacted by shipping delays of The Log Plush?

      APAC customers purchasing The Log Plush may experience a delay of up to 4 weeks due to limited inventory in our Asia Pacific warehouse.  

      The following countries are expected to experience this shipping delay:

      Afghanistan, Argentina, Australia, Azerbaijan, Bahrain, Bangladesh, Bhutan, Bolivia, Brazil, British Indian Ocean Territory, Brunei, Cambodia, Chile, Christmas Island, Cocos (Keeling) Islands, Colombia, Cook Islands, Ecuador, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, Guyana, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Kiribati, Kuwait, Kyrgyzstan
      Lao People’s Democratic Republic, Lebanon, Macao, Malaysia, Maldives, Mongolia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Niue, Norfolk Island, Oman, Pakistan, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Russia, Samoa, Saudi Arabia, Singapore, Solomon Islands, South Korea, Sri Lanka, Suriname, Taiwan, Tajikistan, Thailand, Timor Leste, Tokelau, Tonga, Turkmenistan, Tuvalu, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Wallis And Futuna

       

    • Will I get my package before Christmas?

      Shipping timelines are estimates based on carrier averages.  We also have no control over local customs and carrier delays.

      For best chances of receiving order by December 24th, please be sure to place your order by the following dates:

      12/16 = United States (Contiguous only.  HK, AK and PR are excluded)

      12/1 = Central/South America

      12/10 = Rest Of World (all areas outside of Continental United States)**

      **Unfortunately we are unable to guarantee delivery by 12/24 for our Canadian customers due to ongoing labor issues involving Canada Post
    • What are your available shipping methods?

      Your order will be shipped from either our Los Angeles, Netherlands or Hong Kong fulfillment center via the carrier you choose at checkout. 

    • What countries do you ship to?
      We ship to most countries worldwide.  If you would like to ship to a EU address, please visit our EU store: https://eu.shop.supercell.com/.  For shipping to China, please visit our CN mall:  https://cn-mall.supercell.com/ .
    • How do I change the shipping address for my order?

      If your order has not shipped yet, such as a pre-order, please contact us.

      If your order is already being processed, you will need to contact the carrier directly. We suggest using the feature available within your shipping confirmation email to contact the carrier.

    • What about duties, taxes, and V.A.T.?

      The customer is responsible for any applicable sales tax set by your county, state, and/or country. Please see the checkout page for more details and current rate(s). In addition, some couriers may require you to pay local duties on your shipment.  If you choose to refuse the customs fee and the parcel is returned back to Supercell Shop, the shipping & handling fee will be deducted from your refund.


      If you are from the EU, please make sure to shop from our VAT inclusive shop: https://eu.shop.supercell.com/

    • Can I have an order shipped to a P.O. box address?
      Yes. If you choose a P.O. box address for your delivery, the carrier will default to USPS. Other carriers do not deliver to P.O. boxes.
    • My order hasn't arrived. Could you tell me where it is?

      You should receive a shipment confirmation email within 24 hours of your package leaving our facility. That email will contain all necessary tracking information and is updated in real-time.

      If your estimated delivery date has passed or you never received a shipping confirmation, make sure you track your package, and then contact us if necessary.

    • What happens if there is a delivery delay?
      You will be notified immediately if your shipment is delayed. Please check your email and if necessary, spam folder.

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