The help you receive depends entirely on where you found your treasures! Here is the official guide on who to contact:
- Resellers & Third-Party Sellers: Buying from other users is a "Buyer Beware" situation. If the code is already used or the item is damaged, TNT and official partners cannot offer assistance or replacements. These transactions are unsupported, so proceed with extreme caution!
- Official Licensees & Partners: If merchandise is damaged, you should contact the partner’s support team directly. They handle their own shipping and physical product quality.
- Directly from the Neopets E-Shop: If you bought your goodies from the official Neopets Shop, please submit a support ticket to TNT. Make sure to include your Order Number and Proof of Purchase (a screenshot of your confirmation email works great).
- Retail Stores: If you picked up a plushie or TCG pack at a local shop and the code is missing or defective, you can reach out to Neopets Support. You must provide a clear photo of your store or online receipt as proof that the item was purchased new.