Frequently Asked Questions

Do you have a question regarding The Walking Dead Supply Drop? We're happy to help. We can only answer questions directly related to The Walking Dead Supply Drop. For any information about The Walking Dead, please visit www.amc.com/shows/the-walking-dead. To find a quick answer to your question, read through our FAQs below.

Q: What is The Walking Dead Supply Drop?

A: The Walking Dead Supply drop is a quarterly subscription service that delivers a box of The Walking Dead collectibles to your doorstep four times a year. When you sign up for a box, you are also signing up for an ongoing subscription plan.


Q: What is your refund/return policy? 

A: We don’t accept returns, but if you have a damaged or missing item please contact us and we’ll gladly replace it. 

If we have already shipped your order we cannot offer you a refund for that order. 

If you’ve cancelled your plan and want a refund for an order you’ve paid for but that has not yet already shipped, contact us and we can help you with that.


Q: Why is another box on its way? I canceled my subscription!

A: If you cancel your account after being billed, you will still receive all of the boxes you've purchased. However, you will never be billed again unless you re-subscribe. This rule applies to all subscriptions, regardless of length. 

If, for example, you purchase an annual subscription and cancel the order right away, you will be sent all 4 boxes of your purchased subscription. Once you have received all 4 boxes, you will no longer receive any additional boxes and you will not be billed again unless you re-subscribe. Per our Terms of Service, all payments made are non-refundable. 


Q: Where is my shipping notification?

A: The Walking Dead Supply Drop ships to existing customers four times per year (once per season) - in Spring, Summer, Autumn, and Winter. While we do our best to ship at the same time every quarter, designing and producing high-quality collectibles is a complicated process and sometimes orders will ship later in the quarter than originally intended.  

If you have been with us for a while, your shipping notification will only come once per season. Brand new customers may receive a shipping notification within 7-10 days of purchase if they join between two quarters. 

To ensure that you receive all shipping updates, please add [email protected] to your email provider's whitelist.


Q: I never received my password reset email.

A: You should receive a password reset email within 5 minutes of clicking on "reset password." If you haven't received a temporary password within 5 minutes, please check in your email's junk or spam folder. To ensure that you receive all future updates, please add [email protected] to your email provider's whitelist

If, after checking your spam folder, you are sure that you did not receive your password reset email, we may need to send you an account invitation to get back into your account. Please reach out here so we can send you one.


Q: Where is my order confirmation email?

A: You should receive an order confirmation email within 10 minutes of placing your order. If you haven't received it by then, please check in your email's junk or spam folder. To ensure that you receive all future updates, please add [email protected] to your email provider's whitelist


Q: When does The Walking Dead Supply Drop ship?

A: The Walking Dead Supply Drop ships four times per year - in Spring, Summer, Autumn, and Winter. While we do our best to ship at the same time every quarter, designing and producing high-quality collectibles is a complicated process and sometimes orders will ship later in the quarter than originally intended. 


Q: When will you ship my first order?

A: If the shipment for the quarter in which you signed up has already shipped to all existing subscribers, then yours will typically be sent out within 14 days.

If the current quarter’s shipment has not yet shipped, then yours will be sent with all other members’ shipments (sometime in the same season - Spring, Summer, Autumn, Winter). 

Due to the Coronavirus, we are currently shipping packages out later than normal. If you have not received a shipping notification within 4 weeks, please let us know.


Q: I was billed twice in 3 months. Why?

A:  New customers are billed on the day they first sign up – and existing customers are billed on regularly scheduled bill dates. Depending on when you signed up initially, your first two charges may be processed quite a bit closer than 3 months apart.

Q: How do I change my shirt size?

A: You can change your shirt size by logging into your account page. Where your account is located depends on when you joined The Walking Dead Supply Drop.

If you signed up in September 2018 or earlier:

1. Log into your My Account page.

2. Click the 'Subscriptions' link on the left side of your account page.

3. Click the 'Edit' link located under 'Actions' on that page.

4. Click the 'Change product variant' link on that page.

5. Select your desired t-shirt size, then click the 'Save' button.

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If you signed up in October 2018 or later:

1. Log into your My Account page.

2. Click the 'Change' link next to the t-shirt size specified in your active subscription.

3 Select your desired t-shirt size, then click the 'Change Size' button.

Q: What is your cancellation policy?

A: You can cancel your subscription at any time from your My Account page. Where your account is located depends on when you joined The Walking Dead Supply Drop.

If you signed up in September 2018 or earlier:

1. Log into your My Account page.

2. Click the 'Subscriptions' link on the left side of your account page.

3. Click the 'Cancel' link on that page.

If you signed up in October 2018 or later:

1. Log into your My Account page. 2. Locate and click the ‘Cancel Plan’ link in the Manage Account section.


That’s it! No need to call or email anyone. Once you cancel your subscription you won’t be billed again, though you will still receive any boxes for which you’ve already paid.


Q: How do I cancel my subscription?

A: You can cancel your subscription at any time from your My Account page. Where your account is located depends on when you joined The Walking Dead Supply Drop.

If you signed up in September 2018 or earlier:

1. Log into your My Account page.

2. Click the 'Subscriptions' link on the left side of your account page.

3. Click the 'Cancel' link on that page.

If you signed up in October 2018 or later:

1. Log into your My Account page. 2. Locate and click the ‘Cancel Plan’ link in the Manage Account section.


That’s it! No need to email anyone. Once you cancel your subscription you won’t be billed again, though you will still receive any boxes for which you’ve already paid.


Q: How do I update my mailing address?

A: You can change your shipping address by logging into your account page. Where your account is located depends on when you joined The Walking Dead Supply Drop.

If you signed up in September 2018 or earlier:

1. Log into your My Account page.

2. Click the 'Subscriptions' link on the left side of your account page.

3. Click the 'Edit' link located next to your shipping address on that page.

4. Enter your updated address and click the small 'Save' button located below the billing address.

If you signed up in October 2018 or later:

1. Log into your My Account page. 2. Click the 'Edit' button located under the Shipping Address section. 3. Enter your updated address and click 'Update'.


Q: How do I update my email address?

A: You can change your email address by logging into your account page. Where your account is located depends on when you joined The Walking Dead Supply Drop.

If you signed up in September 2018 or earlier:

1. Log into your My Account page.

2. Click the 'Billing information' link on the left side of your account page.

3. Click the 'Edit' link located under your email address in the Billing Information section of that page.

4. Enter your updated email address, then click the small 'Save' button at the bottom of that form.

If you signed up in October 2018 or later:
1. Log into your My Account page. 2. Click the 'Edit' button located under the Shipping Address section. 3. Enter your updated email address and click 'Update'. 

 

Q: How do I update my payment information?

A: You can change the credit card you have on file by logging into your account page. Where your account is located depends on when you joined The Walking Dead Supply Drop.

If you signed up in September 2018 or earlier:

1. Log into your My Account page.

2. Click the 'Billing Information' link on the left side of your account page.

3. Click the 'Update Card' link located on that page.

4. Enter your updated card information and click the 'Update Card' button.


If you signed up in October 2018 or later:

1. Log into your My Account page.

2. Click the 'Update' button located at the bottom of the Payment Information' section.

3. Enter your updated address and click 'Update'.


Amazon Pay If you use Amazon Pay, the card that will be charged is the default card you have on file with Amazon. If you need to make any changes to your default payment method, please do so from within your Amazon account directly. 

PayPal If you use PayPal and want to switch to a credit card, you'll want to cancel your current plan and sign up again for a new subscription. Once you start a new subscription, you will then be able to select a debit or credit card as your payment method. 


Q: What's your phone number? I want to call someone. 

A: To provide the best customer support experience possible, we must take in all inquiries electronically. We do not have a phone number for you to call, and we cannot make outbound calls to you.

Q: I'm having trouble logging into my account.

A: We currently have two different websites that are used to log into The Walking Dead Supply Drop accounts. If our system tells you it can't find your email address this is usually because your account is accessed through the other website's login page.

If you signed up in September 2018 or earlier, then your account is located at https://legacy.twdsupplydrop.com/account/login

If you signed up in October 2018 or later then, your account is located at https://www.twdsupplydrop.com/login

Your account can be found under whichever email address of yours is receiving email from us, and if you need to reset your password you can do that easily from the correct login page.


Q: What countries do you ship to?

A: We ship within the U.S. and to many other countries. You can click the country selector drop-down box (look for the picture of a flag) in the upper right-hand corner of our site to see the list of countries to which we currently ship.

If your country is not listed, we don’t currently ship there - but we’re adding new countries all the time!


Q: How much does The Walking Dead Supply Drop cost?

A: You can find the pricing for our plans on www.twdsupplydrop.com/join.

International (non-U.S.) customers: Selecting your country from the drop-down box in the upper-right will automatically update the shipping and handling cost for your country. If your country is not listed, we don’t currently ship there - but we’re adding new countries all the time!

Prices are displayed in U.S. Dollars, and billing is processed in U.S. Dollars. Please note that we Deliver Duty Unpaid (DDU), so you may be responsible for additional import duties once the shipment enters your country.


Q: I signed up for one quarter, why are you charging me again?

A: The Walking Dead Supply Drop is a quarterly recurring subscription service, meaning that when you sign up we’ll send you boxes for as long as you’d like, but if you need to cancel your subscription you’ll need to do that from your My Account page.


Q: When will I be billed for The Walking Dead Supply Drop?

A: The Walking Dead Supply Drop re-billing occurs on a regular quarterly schedule:

March 1st, June 1st, September 1st, December 1st. Due to the Coronavirus, billing was adjusted slightly and Q2 boxes were charged on July 1st instead of June 1st. 


Q: Where is my Supply Drop?

A: You will receive an email from us each quarter just before your Supply Drop ships that contains your tracking number, which you can use to track your Supply Drop. 

If you have reason to believe that your order may have been lost in transit, please contact us and we’ll be happy to help you out with that.


Q: I forgot the password to my account, help!

A: You can easily reset your password.

If you signed up in September 2018 or earlier:

1. Navigate to https://legacy.twdsupplydrop.com/account/login 

2. Click the 'Forgot Your Password?' link

3. Enter your email address, then click 'Submit'

4. Follow the instructions on the password reset email we send you to reset your password

If you signed up in October 2018 or later:

1. Navigate to https://www.twdsupplydrop.com/login

2. Click the 'Forgot Your Password?' link

3. Enter your email address, then click 'Submit'

4. Follow the instructions on the password reset email we send you to reset your password


Q: Do you sell past boxes?

A: The Walking Dead Supply Drop tends to sell out every quarter, so unfortunately we don't have extra past boxes to sell.


Q: Can I sign up for just one Supply Drop?

A: You can! If you sign up for a quarterly plan you'll be charged for one box at the time of checkout, and as long as you cancel your subscription before the next re-bill date (March 1st, June 1st, September 1st, and December 1st) you won't be billed for a second box.


Q: Something in my Supply Drop was damaged or missing.

A: Oh no! If something in your box was damaged, or if something is missing from your Supply Drop please contact us and we’ll be happy to help you out with that.


Q: Can I purchase the products without a subscription?

A: Membership in The Walking Dead Supply Drop allows us to bring you high quality, unique, and exclusive science and learning products on a regular basis. We do not currently offer our latest and greatest products for sale outside of a subscription.


Q: Why can't I see my TWD points?

A: TWD Rewards are currently handled by a separate company. All TWD Rewards questions can be answered by the friendly folks at that company's email: [email protected]

Q: Help! My box was charged a customs fee. Now what?

A: All of our shipments are DDU shipments - delivered duty unpaid.

Unfortunately, there is no way for us to know ahead of time which shipments will be stopped and which won't. Customs officers' job is to keep unwanted or unsafe items out of the country; their security processes are necessarily random. Occasionally, a shipment is stopped and it is charged an import fee.

Having said that, we want to make sure that we do our best to get you taken care of. Please forward us a receipt that shows that you've paid the customs fee, and we will process a one-time customs fee reimbursement.