FAQ's
Do you ship internationally?
Yes. Some products are shipped from our EU warehouse, so you may see local shipping rates for EU countries and certain regions outside the USA. In some cases, product fulfillment may be delayed while items are being set up in our warehouses.
For physical items, shipping is also subject to carrier restrictions at the moment of fulfillment.
Click the following link for more info on domestic and international shipping:
Shop The Sims 2025 - Shipping and Fulfillment
How often will the store be updated?
We will be adding new products regularly—lots of them! To stay updated on new releases and special offers, you can subscribe to our newsletter at the bottom of the page.
You can also email us at sulsul@shopthesims.com and tell us what products you’d like to see in the store.
What are the benefits of having an account? Can I place an order without one?
Yes, you can place an order as a guest at checkout.
Creating an account allows you to view your full order history, save multiple payment methods, and enjoy a faster checkout experience.
How do I choose the right size?
Please check the size chart on each product page. Sizing may vary by product, so reviewing the chart is important.
If a product does not have a size chart available, please contact us at sulsul@shopthesims.com.
How do I know I have successfully placed my order?
You will receive an order confirmation email after completing your purchase. Please check all your inbox folders, including spam and the Promotions tab (for Gmail users).
If you do not receive a confirmation email, please contact us.
Where can I find my order ID?
Your order ID is included in your confirmation email and can also be found in your account’s order history. You’ll need it to track your order or if you have questions about your purchase.
How can I track my order?
You will receive a tracking number once your order has shipped. If you don’t receive tracking information, please contact us at sulsul@shopthesims.com.
Important for international customers:
USPS First Class does not provide tracking updates after the package leaves the United States. For more detailed tracking, we recommend USPS Priority Mail or UPS.
When will I receive my item?
For domestic (U.S.) orders, estimated delivery time is 4–7 business days after processing and production. Production can take up to 5 business days depending on the product and quantity. Some items are in stock and ready to ship more quickly.
International orders typically arrive within 2–4 weeks after the shipping date. Delivery times vary by country and local customs processes. We strongly recommend monitoring your tracking information to know when your package is expected to arrive.
Some regions—including parts of Latin America—may experience longer transit and customs processing times. Once the order reaches the destination country, it is the customer’s responsibility to follow local procedures and collect the package.
What is the cancellation, return, and exchange policy?
You can review our full Return & Exchange Policy using the link in the site footer.
I need to change my personal information. What can I do?
For regular orders, address changes must be requested within 24 hours of placing the order. After that period, we cannot guarantee updates can be made.
For pre-order items, address changes can be requested at any time before the order ships. If you’re unsure of the shipping date, please email us at sulsul@shopthesims.com.
What if my package is returned to the sender?
Packages may be returned to us for reasons such as an incorrect address or failed delivery attempts. If you see that your order is being returned to sender, please contact us so we can arrange a reshipment. If the original address was incorrect, a reshipping fee will apply.
Returned products cannot be stored in our facility for more than 30 days and may be discarded afterward.
We do not issue refunds for orders returned due to an incorrect address or failed delivery attempts unless courier error can be verified.
Important information about lost packages
SHOP THE SIMS is not responsible for loss, damage, or issues once the order has been shipped. However, we can help you file a claim with the courier if your package is lost or damaged.
Please monitor your tracking information regularly.
For U.S. orders, if the tracking number shows no updates for several days, contact us within 30 days of the shipping date so we can assist you.
For international orders, if tracking shows no updates for 40 days, contact your local post office or customs office. USPS First Class does not update tracking once a package leaves the United States. For more detailed tracking, choose USPS Priority Mail or UPS.
If you receive no updates within 60 days, contact us so we can help file a claim.
We cannot assist with packages that have been unclaimed for more than one year.
What if I encounter an error on the site?
If you encounter an error, please clear your browser’s cache and cookies and refresh the page. If the issue persists, temporarily disable your browser extensions, as they can sometimes interfere with the site.
If you still have trouble, please contact us at sulsul@shopthesims.com.
How do I contact you if my question isn’t answered here?
You can email us at sulsul@shopthesims.com.
Our customer support team is available Monday–Friday, from 7:30 a.m. to 3:30 p.m. PST.