FAQ
Q: What is your shipping policy?
PAYMENT METHODS
We accept most major credit cards, Apple Pay, Google Pay, and Paypal. We apologize but we do not accept Money Orders or C.O.D.’s for online orders.
SHIPPING METHODS
We primarily ship all orders via USPS. International orders are subject to duties and taxes. In order to receive your package, you may be required to pay the carrier for any duties and/or taxes owed.
Your entire order must ship to one address. Your order might ship in several packages. You will be alerted via email of any split shipping and tracking information for those packages.
We are committed to producing and fulfilling orders within 4 business days from the time an order is received during non-holiday periods. During the holidays (November-December), we will make every effort to process and fulfill orders within 10 business days from receiving the order. To ensure your items arrive in time for the holidays, orders must be placed by 12/7/2025. For questions about the status of your order, please email merch@krakenrum.com.
Q: How do I contact you?
A: You can reach out to us by email at merch@krakenrum.com and we will be happy to assist with all questions regarding your online shopping experience.
Q: What are your customer service hours?
A: We are happy to assist you during our business hours of M-F 9am-5pm PST as our nights are spent on missions for The Beast. Weekend inquiries will be answered in the order of receipt on Monday (there is no need to resend as we answer the oldest messages and emails first).
Q: How long will it take to get my order?
A: We are committed to producing and fulfilling orders within 4 business days from the time an order is received during non-holiday periods. During the holidays (November-December), we will make every effort to process and fulfill orders within 10 business days from receiving the order. To ensure your items arrive in time for the holidays, orders must be placed by 12/7/2025. For questions about the status of your order, please email merch@krakenrum.com.
Q: How can I check my order status?
A: If you created an account on our site you will be able to see your order history and order information. If you checked out as a guest then you can check your emails for an order confirmation email.
Q: How will I know if my order shipped?
A: When your order ships from our fulfillment center you will receive a shipping notification email that will include your tracking number inside.
Q: What is your return & exchange policy?
A: We have a 30 day return and exchange policy on merch items only. If you are not satisfied with your purchase for any reason, we will make it right or refund your original purchase price (less the shipping and handling fees).
To be eligible for a return or exchange, items must be unworn and unwashed with the original tags attached. Items stated as final sale are not eligible for returns or exchanges. E-Gift Cards are final sale and may not be refunded.
To begin your return or exchange request, please email us at merch@krakenrum.com.
Q: What if my product arrived damaged?
A: Sometimes shipping is as wild and abyss as the seas themselves. We are committed to packaging shipments in the best possible way to fully protect the contents, however, in a very small amount of instances items can be damaged while in transit. In such cases, please email our customer support team and provide a photo of the damaged goods and we will be happy to make it right.
Q: What if my tracking number shows that my package was delivered but I did not receive it?
A: Tracking information will sometimes show that packages are delivered a day before they actually are. Please wait 24 hours and check back. If your package has still not arrived, we recommend reaching out to your local post office. We are not responsible for lost or stolen packages.
Q: Why won't my discount code work?
A: We are sorry for the inconvenience! There are a few things that could have caused this:
While we do regularly give out discount codes through our email and social channels they may not always apply to all products.
- Your discount code may have expired.
- Only one discount can be applied per order.
- Some discounts require a minimum purchase amount.
- Some discounts apply only to a specific product or exclude specific products.
Q: Why didn't all of my items ship in one package?
A: Our beverages and merchandise ship from separate facilities. If you ordered both kinds of products, you will receive separate tracking information for each package.
Q: Which countries do you ship to?
A: Spirits shipping is available only in the United States excluding AL, AK, AR, CO, HI, MA, MI, MS, TN, and UT.
Merch and soft goods ship to all 50 states, Canada, and several international countries, though you will be required to pay additional duties and taxes upon delivery.
Q: What shipping carriers do you use?
A: Our product fulfillment primarily ships via USPS.
