Frequently Asked Questions

How long will it take to receive my order?

Every item is made to order. Production typically takes 2–7 business days, followed by shipping. Delivery times vary depending on your location and the shipping method selected at checkout.

If your order contains multiple items, they may arrive in separate shipments.

Do you ship internationally?

Yes. We proudly ship to customers around the world. International shipping times and delivery costs vary by destination, and customers are responsible for any applicable customs duties, taxes, or import fees required by their country.

Can I request a custom order?

Possibly.

We occasionally accept custom commissions and special requests depending on our current schedule and the type of project.

Please use our Contact page with as much detail as possible, and we’ll let you know if it’s something we’re able to accommodate.

Do you have a customer service phone number?

At this time, we provide customer support exclusively through email and our Contact page.

This allows us to respond accurately, keep a record of every conversation, and provide the best possible service.

Do you have a physical storefront?

No.

Thirteenth Floor is an online store. However, we do exhibit at comic conventions, art shows, festivals, and other live events.

Follow us on social media or subscribe to our mailing list to find out where we’ll be next.

Are your products made to order?

Yes.

Most items are produced specifically for you after your order is placed. This helps reduce waste, eliminate excess inventory, and allows us to offer a much larger catalog of artwork and apparel.

Why did my order arrive in multiple packages?

Some products are produced at different facilities or may be shipped separately depending on availability. If you ordered multiple items, they may arrive on different days.

You’ll receive tracking information whenever it’s available.

I’m an artist. Can I submit my work?

We appreciate your interest, but we are not accepting artist submissions at this time.

If that changes in the future, we’ll announce it on our website and social media channels.

Can I cancel or change my order?

Because orders begin production shortly after they are placed, we cannot guarantee cancellations or changes.

If you need assistance, please contact us as soon as possible. If production has not yet begun, we’ll do our best to accommodate your request.

I still have a question.

We’re happy to help.

Please reach out through our Contact page, and we’ll get back to you as soon as possible.