EVE Online Store FAQ
1. I ordered from the EVE Online Store before the new format. Where is my account?
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 August 29, 2008,
please contact us at store@eve-online.com. Please include your name, your order
number, and the date of purchase.
2. I have a question about my account with EVE Online.
All questions and inquiries about EVE Online player accounts should be directed via petition
to our customer service division. You can file a petition either in-game or through the EVE Online customer
support page (https://support.eve-online.com/Pages/Petitions/CreatePetition.aspx).
The EVE Online Store does not handle matters of game mechanics, game accounts, EVE Online account billing, etc.
3. How do I contact the EVE Online Store?
The primary means of contacting the EVE Online Store is through email
(store@eve-online.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 can also be reached by phone, Monday through Friday from
9 AM to 5 PM (EST). If you have a question relating to the EVE Online Store, you may contact us at
(404) 292-1819 x235. Please note: This phone number is for EVE Online Store issues only. We cannot assist with
issues related to EVE Online such as player accounts, game mechanics, bugs, etc. For those issues, please file
a petition either in-game or through www.eve-online.com.
Please do not file a petition with questions about the EVE Online Store. The petition
queues are for issues related to the EVE Online game. If you have a question or query, please send us an email
at store@eve-online.com or visit our Contact Us page
4. What forms of payment does the EVE Online Store support?
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.
5. My order states that it is a "Problem" order. What does this mean?
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.
6. How long does it take for my order to be shipped out?
We process the orders every morning from Monday-Friday (excluding federal
holidays and certain other holidays). Orders placed before 10 AM EST will ship out same-day. Otherwise,
your order will be shipped the next business day. Certain times may encounter a slight delay due to
higher volumes of orders. All shipping rates and delivery estimates are based from time of shipping. We
do not ship out orders on Saturday or Sunday, nor do we offer Saturday delivery.
Due to restrictions by FedEx, we cannot 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.
7. Will my order encounter import/duty taxes upon arrival in my country?
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.
8. I ordered the wrong item, or I need to return my order. What do I do?
If you ordered the wrong item or wish to return an item to the EVE Online Store,
please send us an email (store@eve-online.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. You can
also inform us by logging into the EVE Online Store and adding a note to your completed order. Once we have
confirmation of your intent to return, you may ship the item to:
EVE Online Store
2075 West Park Place Blvd, Suite G
Stone Mountain, GA 30087
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. Please include a copy of your sales order with the package.