Main page: Help centre
For older product troubleshooting, see: Store archive
This article only applies to products purchased from the osu!store.
Send an email to merch@ppy.sh with your order number and the correct address.
If your order hasn't shipped yet, we'll update the address and send it to the right place. If it has shipped already, there's unfortunately not much we can do.
When purchasing a product from the osu!store, you'll receive an email with a tracking number as soon as the product is shipped.
If your order has arrived in your country, but hasn't been delivered yet, it may be held at your local post office. Contact them and mention your tracking number for additional info! This is sometimes required for international purchases where customs or other taxes/duties are involved.
Sometimes orders can get stuck in the postal system. If your order is stuck somewhere in the United States, it may be possible to track down through the USPS, usually by contacting the relevant location on your tracking info. If your order is stuck outside of the United States, contact your country's postal service for help.
Feel free to contact merch@ppy.sh if you're still confused, but note that after a product leaves our hands, we know as much about the status of the delivery as you do.
While most osu! products are shipped from our warehouse in the United States, osu!tablets (intro) are shipped from Hong Kong using Hongkong Post e-Express+. Due to trade restrictions between Hong Kong and the United States, we're unable to ship these tablets to the United States.
Contact merch@ppy.sh and we'll try to figure it out.