FAQ Page

Do you have an FAQ page?
Why yes, yes we do.

I ordered an item and it's in great condition, but I realized after it arrived that I don't really want it. Can I return it and get a refund?

Unfortunately, there is a no-refund policy so we hope you don’t change your mind!  If there are ever any issues with your order, such as it is damaged or incorrect, please email rpons@zenescope.com.  Our customer service team will be happy to assess the issue and help you return your item for store credit or replacement!  Art prints, exclusives, and other specialty items will have a no-return policy except in the case of errors or damage

I ordered my VIP Package what seems like forever ago and my orders are usually shipped super fast, what’s the deal?
Please keep in mind that each VIP Package comes with a personalized badge. We order the badges every few weeks, so if you want to receive other items with no delay, please order the VIP Package separately. If you have already ordered the membership and do not receive a shipping confirmation within 3-4 weeks, then feel free to check in with us on its progress.

My VIP account isn’t working, what should I do?
Please reference the VIP Welcome email that was sent to you when you subscribed, everything you need to know is there.

I can’t find that email!  You expect me to search through old emails?
You’re killing us here, really.  But you're in luck, it’s all spelled out for you here:

Please read and execute the following instructions carefully:
For first time use of your VIP account on the webstore, you must activate your account by creating a password.
First, go to VIP Login at the top of the webstore’s homepage and click where it says SIGN UP. 
Then you'll need to create a password using the email address that you used to purchase your membership, and add, “VIP,” at the end of your last name in the field labeled, “Last Name.”
You should then get a confirmation email, in which you must click the red box to complete the activation.
At this point, you should be able to log in normally to view your points, and have access to the Bronze area of the VIP page.

I got VIP status just so I could get a book and it sold out before you told me how to setup my account.
Well, that’s not a question.  Also, a bit harsh, but we try not to get too sensitive. We check for new memberships every weekday morning, however depending on when you ordered your membership, we may not have been able to enable your account and add you to our VIP mailing list yet. We will get to it as soon as possible. But, for future exclusives, you should get the VIP Early Release email before the book sells out! Yay!  

I have access to the VIP page now, but I don't know what the Cosplay Package Subscribers thing is. Why can't I access it and will I be able to do so?
The 2018 VIP Cosplay Package is offered at the beginning of the year to reserve a copy of each monthly cosplay exclusive that is released throughout the year.  In order to be in this program, you must subscribe in January 2018.  If It is no longer available, we still release those exclusives to all VIPs and fans so you're not missing anything on that page!

Ok, well I’m supposed to get $10 shipping, right?  Why didn’t I get it?
This is also included in the welcome email, but we’ve pasted it here for your convenience:

As soon as you log in, make sure to update your Zenescope Shop account to include “VIP” in the name of your Shipping Information. It should read something like this:

John Smith VIP
433 Caredean Drive, Ste. C
Horsham, PA 19044

Here is an example of how your address should appear at checkout:

Also, PLEASE do not place an order and then send the team an angry email if you are not aware of this fact. It hurts our feelings. This is why we have the live chat, so you can check with us BEFORE you finish checking out with the wrong shipping rate. Also, please note that we automatically fill the bar with the USPS shipping option, in case the weight of your order allows it to ship at a lower cost than the $10 flat rate shipping. It’s also useful to know when you are saving money on shipping with your VIP Flat Rate.

I like your stuff, but your shipping rates seem a little high. What’s up with that?
We totally appreciate your concern about shipping rates, but please keep in mind that our rates are calculated and displayed automatically by the shipping services that we use. In the comic book industry, receiving your books in the highest possible condition is very important, so we select our shipping services carefully so that we know your orders will get to you safely! Aside from a $2 handling and materials fee, we only charge for shipping what we are charged by services like USPS and UPS. We make no profit on any of our shipping charges. Please take it up with the shipping companies if you are offended by their rates.

Can you guys hold my order, or combine shipping on multiple orders?
Unfortunately we can no longer offer this service, and combining orders to ship can lead to mistakes and extended shipping times. Please wait until you have all the products you want before ordering. Also note that having a book in your cart does not mean it is held; the book must be purchased and processed to guarantee a copy.

I order so much stuff from you guys, don’t I deserve some free swag?
We offer some pretty great rewards for VIPs for every dollar they spend. Look, one of our VIPs just got drawn into Grimm Fairy Tales as a homeless man that gets eaten alive by pixies!  Tell me that isn’t better than a free tote bag.

My transactions aren’t showing up on my VIP account page, why is this?
The system may still be processing your order, which is why it has not displayed yet. Points are also displayed by item, not by order. If the individual point values displayed do not match up to your total, it may be a result of the loyalty point tracking system within the site. Your total does still reflect your full point total!  Also note that the webstore processing system calculates points automatically. However, custom invoices placed directly through vip@zenescope.com go through a non-automated system, and must be manually put in. This will take more time, but it will get done. We pinky promise.

I want to redeem my VIP points, how do I do that?

 All VIP point redemption must be made through email at vip@zenescope.com. Only products in the catalog can be purchased with VIP points. Click here for the VIP catalog.

I still want free stuff!
I kinda already answered this, but to clarify - we no longer give away gifts and freebies for spending on a tiered system. However, we have constant sales and we also do freebies, contests, and giveaways.  So really, we do still give away free stuff, just in new ways.  Not to mention those super cool VIP perks.

Can I cosplay as one of your characters?
Definitely, be sure to tag us and if you’re lucky, we might share it on our social media accounts!  Our 2018 Cosplay contest is pretty awesome so check it out on our social media pages for how to enter!

I have a script that I’m working on that’s the next Grimm Fairy Tales!  You guys have to read this, where do I send it?  
Please follow our submission guidelines here.  Also keep in mind that we do not accept unsolicited pitches.

That’s a lot of reading and directions to follow, can’t I just message you guys on Facebook for a submission?
No, please do not message us on any of our social media accounts for submissions. These posts will be filtered out and will not be transferred over to our editors unless the you follow the guidelines above. Be sure to follow the guide above to make sure your work is properly evaluated by our qualified professionals!

I’m the modern-day Picasso of comic book art but I haven’t heard back from you, what gives?
We receive a high volume of submissions, so although every submission is reviewed by our editing team, we cannot guarantee a response back.  If we’re interested in working with you, we will contact you. Be sure to include a resume or card with contact information!

Are you guys ever going to reprint Charmed Season 9 Volumes 2 and 3?  They’ve been sold out forever!
Not likely. We have some out of order back issues in stock and trades 1 and 4 of Season 9, but your best bet is either Comixology for digital copies or eBay for physical copies of those S9V2&3 trades.  Also, we do not publish Charmed anymore, so no, Season 11 is not upcoming.

Why do other people get exclusives but not me?  I matter!
Yes, you matter. You all matter to us very much. We also do our best to let everyone know about the exclusives, but please realize they are limited edition. An email AND checklist is sent out to everyone each time we release new exclusives so you know about it and can keep a neat little list to keep track. (You can sign up for our regular fan email here!)  We also announce them on social media when they’re available soon after the email is sent out.

But I’m your biggest fan!  I’ve been collecting every issue since Grimm Fairy Tales #1 in 2005, can I pleeease have a copy of your sold out exclusive?
Unfortunately not. We have one of the most loyal fanbases in comics, which we appreciate more than we can describe. We really do appreciate every one of you, but begging does not print more books. A sold out exclusive is a sold out exclusive, better luck on the next one. The best way to avoid this is by joining the VIP program, since they get first dibs on exclusives as well as access to exclusives made specifically for them that only members can get. Also, signing up for our email list and following our social media is a very easy (and free!) way to keep up-to-date with this.

At the convention where I visited your booth, someone told me that all of your exclusives were sold out, but then I saw some on your website after that. Why couldn't I have one then?

When we go to conventions, we want to bring a wide variety of merchandise and books, so to save room we only bring a certain number of the convention exclusives with us to the show. Once we get back to the office the following Monday, VIPs get the first shot at another set allotment of exclusives. Finally, if there are enough left between convention and VIP sales, the remaining quantities will be released to fans in the middle of the week, but sometimes there are very few available! Make sure you're on our email list so that you can see when the new books are available and get online to order!

I saw this really cool cover online somewhere, but it says in-store exclusive and it's not on your website. Can I get one?
Unfortunately since these books are in-store exclusives, that means that they are only available at in-store events that we do with comic book stores when we're in the area. If they are in the future, VIPs will likely get first dibs at them, so whenever (if ever) they are released, you will receive an email notification! Thanks for being patient!

I saw this really cool cover online somewhere, but it says insert exclusive and it's not on your website. Can I get one?
These books are only available as an insert inside various packs, bundles, or extra special deals at conventions or online. If there are ever any opportunities to acquire one, you will receive an email notification about it or see it listed on the webstore, however they will NOT be available for sale. Any requests to purchase these exclusives will be denied, so thanks for waiting for the email announcements!

When is Grimm Tales of Fairyland Terror Agent in Space #43 coming out?
All of our books are in Diamond Previews.  If you go to Diamond’s website and do a search for our books, the tentative release date as well as all the Diamond Codes are available there.  For example, here’s Vessel #1 on their site.  That way you can even tell your local shop which cover you want (it’s usually cover C for me)!

My coupon code isn’t working, why is this?
Our coupon codes are active for a limited time.  For example, our Throwback Thursday codes are only good for that day...well, sometimes that Friday too if you’re lucky and we get lazy.  No, we cannot apply it to your order after it expires.

Ok, well I want to use it three more times for three separate orders but it only worked on the first one. Why's that?
All coupon codes are good for ONE USE ONLY unless stated otherwise. 

Wow this was very helpful and informative, thanks for your time!
You’re welcome, thanks for reading!


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