I'm not defending it, but this is why I avoid all physical merch from gaming / software companies outside of Microsoft themselves. I've been screwed too many times. It's usually one of the following scenarios [b]A) Company X figures "how hard can it be" and they try it themselves[/b] They underestimate how difficult warehouse management + delivery + invoicing + etc. can be and it becomes a disaster. Screwed-up orders, poor support, etc. [b]B) Company X hires the cheapest company they can find, because "how hard can it be"[/b] They get what they pay for. 3rd party Y is practically fly-by-night and in over their head. They screw up and have poor support. Things go sideways. I've seen it happen with both scenarios, so now I don't even bother anymore. As appealing as some T-Shirt or Trinket may seem... it's not worth the near-inevitable disaster I'm sure to face. In this case, I'd "guess" it's "B" with their email forwarding to Company Y. But either way, it sucks. And either way, support should be better.