Some of our official merchandise includes a unique scratch-off code that can be redeemed for things like Klei Points or exclusive in-game items.
If you are having trouble redeeming a code, here is how to get help:
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Was the item purchased directly from shop.klei.com?
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Was the item purchased from an official merch partner (e.g. Youtooz figures or plush)?
- Was the item purchased from a reseller, marketplace, or third-party vendor?
Was the item purchased directly from shop.klei.com?
If you bought your merch directly from our Klei store, we are happy to help! Please contact our support team with:
- Your Klei Shop order number;
- A clear photo of the item and the code (even if it is damaged or unreadable);
- A short description of the issue.
Was the item purchased from an official merch partner (e.g. Youtooz figures or plush)?
Some of our merch is created and fulfilled by licensed third-party partners, like Youtooz. If you bought your item directly from one of their official websites and are having an issue with your order or digital code (e.g. damaged, missing, or unreadable), you will need to contact their support team directly.
Be sure to include:
- Your receipt / order number
- A clear photo of the item and the code (even if it’s damaged or unreadable)
- A short description of the issue
They are the best point of contact for anything related to your order and fulfillment.
Youtooz Support
For help with Youtooz licensed products you can contact their Support Team any time via email (support@youtooz.com) or via Twitter / X (@youtoozsupport)
Was the item purchased from a reseller, marketplace, or third-party vendor?
If your item was purchased through a third-party seller (like eBay, AliExpress, Marketplace, or a re-shipping/receiving service), please know:
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Neither Klei nor licensed partners can guarantee code validity or provide replacement codes for items bought from unofficial third-party or second hand vendors.
- You will need to contact the seller directly for any issues with your purchase.
These codes are a bonus tied to an original proof of purchase—we are unable to verify or support items that did not come directly from an official source.
Click the following link for more Third-Party Purchases / Reseller Information.