FAQ

How do returns and refunds work?

The refund policy can be adapted to each game. If brand and player relations are more important to the developer a no questions asked policy can be used. If revenue is more important then limitations can be added. Here's our standard and player supportive policy.



Returns Policy

Players can return most items for a full refund within 30 days of the order date, including sale items. Exceptions apply to items personalized with a player name or game achievements.

• Items need to be returned in their original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to the player;
• If the player wishes to return shirts, hoodies, or any other article of clothing, they must be 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;
• The player will be responsible for the cost of shipping an item back to us. We recommend using a carrier that provides a tracking number such as UPS, FedEx, or USPS Priority Mail;
• In the case of the bundles, players can receive a refund for the full bundle or exchange separate items if they are damaged or the wrong size was ordered;
• We reserve the right to deny a refund on any item if the item has been altered;
• All goods will be inspected on return;
• The goods are player responsibility until they reach our warehouse. Players must make sure they are packed up properly and do not get damaged on their return ;
• Players can let us know the item is on the way by contacting us with the order number, the item returning and tracking number;
• We'll refund the item(s) back to the original payment method;
• We are not responsible for any items that are returned to us by mistake;
• We want to give a hassle-free way to return items. It can take up to 10 business days for the return to reach us. Once we've received the returned item, we'll issue the refund within 7 business days. We'll send an email once we've received and processed your return.



Refunds

In order to receive a refund, a player must return the item to one of Monetizr warehouses either in the USA or Europe. A refund can be initiated by players contacting the support e-mail.

In the unlikely case of item being damaged players must email to customer support e-mail, with order number and the word EXCHANGE in the subject line, and specify details on exchange request. Otherwise, the return will be refunded to the original payment method.

A refund is issued upon receiving and inspecting the items. We'll send the player an email as soon as we've processed a return. Once the player receives the email, it can take up to 10 business days for the funds to reach the account. This time-frame is dictated by player's payment provider.

We can only issue a refund back to the same card used for purchase. If the card or payment method has been lost, stolen, or closed, we can provide the player with unique code serving as store credits.

Can an underage person make IAPs?

Without a parent's or guardian's consent, a minor can only buy ordinary products of small significance, such as pocket money purchases of reasonably priced products of the kind others in his or her age group generally buy. Children 15 and over can make more significant purchases using their earnings, such as payment from a summer job.

Do players need to create an account to make an order?

No. Monetizr does not require any type of player login to work. Players only need to provide correct shipping address and billing details if a purchase is made.

Why can't I see all payment methods in the plugin?

Often the final price of an item depend on shipping location. To accommodate variety of price calculations payment methods are required after shipping address has been provided. To see all payment options (with exception of Apple Pay on iOS and Google Pay on Android) you need to follow the steps and provide shipping details first.

Can I set the prices for products?

Yes, game developers can define a price of an item to any amount that is not below production costs and Monetizr fee. This price is referenced as Sales Amount and it is the actual value for items that players are paying for the product. Shipping costs and taxes are separated and added on top of Sales Amount at the time of purchase if they occur.

Which payment methods can players use?

Players can make payments via Credit Cards, Paypal or CoinPayments. Additionally players on iOS can use Apple Pay and players on Android can use Google Pay.

How does Monetizr price it's fee?

Monetizr charges fee on every purchase made through the platform. Amount of fee depends on subscription tier. For smaller studios Monetizr offers free tier with higher fee on all sales. All costs a are paid by player and not the studio. It allows developer to implement Monetizr for free.

How do you process orders?

Monetizr has partnered with 9 manufacturers in North America, Europe, and Australia. We look for partners who can produce high quality items at scale to ensure timely order and shipment process. Once order has been made our fulfillment system selects optimal manufacturer based on product and player's location to reduce delivery times.

Can players cancel orders?

Once placed an order it may not be possible to cancel an order. Only orders that have not been fully processed can be canceled by contacting support during the processing period. Once an order has been processed it is not possible to cancel it.

Order processing can take from a few minutes up to 24 hours depending on the product selected and shipping location. Monetizr works continuously to reduce the processing time so it's suggested to cancel as early as possible if necessary. In cases when players can't cancel in time they can initiate a refund according to Refund Policy.

How to add products from my existing inventory?

If you already have an existing inventory you can contact us to import your inventory and add the option to sell it via Monetizr plugins. Once imported, you can choose whether to ship your inventory to our warehouses or fulfill from your existing warehouse. Feature is available for Enterprise plan users.