FREQUENTLY ASKED QUESTIONS

If you have any questions about our Returns and Refunds Policy, or need assistance with your account or order, please contact us:

• By ticket: Click on the yellow "Help" beacon in the lower right corner of the site to find the ticket submission form
• Via the support portal at rippasend.freshdesk.com
• Email: [email protected]

Our team monitors this inbox from 9am-5pm CST, Monday through Friday. If you submit a ticket during the weekend, please expect a delayed response until the next business day.

Please avoid submitting multiple tickets about the same topic. We answer tickets in the order they are received.

You are entitled to cancel your order within 48 hours without giving any reason for doing so.

The deadline for canceling an order is 48 hours from the date on which you received the product or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

To exercise your right of cancellation, you must inform us of your decision by means of a clear statement. You can inform Us of your decision by submitting a ticket via rippasend.freshdesk.com.

We will reimburse you no later than 14 days from the day on which we receive the returned product. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

In order for the Goods to be eligible for a return, please make sure that:

• The Goods were received by You or a third party you have appointed, who is not the carrier, in the last 48 hours.
• The Goods are unused and in the original packaging.
• We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

In the event you wish to return or exchange an undamaged item, you are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the following address:

1900 Preston Road
Ste 267 #99
Plano, Texas 75093

We cannot be held responsible for Goods lost when the item(s) are returned. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of receipt of return delivery.

Damaged items will be reviewed on a case-by-case basis. Errors on our part (misprints, etc.) can be returned to us with a full refund and a shipping label provided by us at no additional cost once reviewed by the customer support team.

Rippaverse International is a bulk shipping option that gives fans outside the U.S. access to lower rates on book-only orders. It’s available in Canada, the UK, Australia, and the European Union and ships 1–2 times per month, so delivery may take a bit longer than standard shipping.

All orders are Delivered Duty Paid (DDP), meaning duties, taxes, and VAT are already included—no surprise fees when your package arrives.

This option is available on both Rippaverse.com and RippaSend.com, making it easy for international fans to get their books at a fair, predictable cost.

International delivery times may vary by carrier. On average it can take anywhere between 1-4 weeks to receive your shipment.

Your Order may be subject to VAT, import duties and/or taxes, which are levied once it reaches your country. You are solely responsible for being aware of your country’s fees and taxes; the Company may estimate customs fees, taxes, duties, etc. depending on country of destination.

We may at times ship Orders DDU, “delivered duty unpaid,” and not collect the VAT, duties and/or taxes. If You do incur these additional charges, they must be rendered in order for your Order to clear customs. We cannot pay for these on your behalf.

Please note: Products purchased during sales, discounts, or promotional periods may still be subject to applicable import duties, taxes, and/or fees based on the full, undiscounted value of the Goods, as determined by the relevant customs authorities.

More information regarding Your country’s customs policies can be obtained by contacting your local customs office.

We are unable to add items to Orders that have already been placed. If You want to change your order, you will need to request that We cancel the original and place a new order.

You may begin this process by submitting a ticket with our customer support team at rippasend.freshdesk.com

To update the address on an Order already placed, You must submit a ticket via the Help Widget or rippasend.freshdesk.com

Changing Your address through your account will NOT update your Order’s shipping address. You will need to let the agent know what the new address is. If there is a difference in shipping, We will take one of the following actions:

• If the new shipping price is higher, You will be sent an invoice to pay the difference.
• If the new shipping price is lower, You will be refunded the difference.

Yes, You can update your default shipping and billing address by going to your account and clicking the Addresses tab on the left-hand side.

Please note that if You change your default address and have an Order that has already been placed and has not been fulfilled, the address that was input on that order will NOT automatically update. 

To update the address on an order already placed, you must submit a ticket via the Help Widget or at rippasend.freshdesk.com. Changing your address through your account will NOT update your order’s shipping address. 

If you have forgotten your password, please hit the “Lost Your Password?” button on the Account Login page. An automatic email will be sent within 24 hours with instructions on how to reset Your password. If You did not receive an email within that period, please submit a ticket via the Help Widget or at rippasend.freshdesk.com.

You may create an account from the Account Login page.

You will also have the option to create an account at checkout.

If you do not wish you have an account, you may check out as a guest.

To combine multiple orders into one shipment, use the Hero Stash feature. This lets you purchase items and place them on hold for up to 90 days until you're ready to pay for shipping. At that point, you can consolidate one or more orders into a single shipment for checkout.

An order status of "Processing" indicates that your payment has been successfully received and is now awaiting the fulfillment stage.

Once the pre-order collection concludes, production typically takes 1–2 months to complete. After the items arrive at our warehouse, our team conducts a thorough quality check, carefully bags and boards each product, and then begins the fulfillment process.

We understand that this process may take some time, and we deeply appreciate your patience.

While RippaSend and Rippaverse are both part of the Rippaverse brand family, they operate on separate platforms with different systems. This means your login credentials for one will not work on the other. Likewise, benefits or features tied to one account—such as purchase history, Hero Stash, or membership perks—do not transfer between the two sites. We understand the confusion and are always looking at ways to improve the user experience. For now, you’ll need to create a separate account for each platform.