We sometimes offer pre-orders. Typically our pre-orders are tied to a third-party Kickstarter campaign. In these cases, we tie our product delivery to the Kickstarter project delivery, so you should expect delays. Our goal is to deliver our associated storage products in the same time frame that you will receive your Kickstarter game. In cases when we offer pre-orders that aren’t tied to a specific Kickstarter, delivery times will typically not vary much from the original estimate. Keep in mind that delivery dates for pre-orders sometimes slip and if you are placing a pre-order with us, delivery could be delayed. In all cases, we will communicate openly and clearly with pre-order customers if the expected delivery time frame changes. We consider communication a hallmark of our business model and always seek to communicate clearly with customers.
Pre-order pricing sometimes includes shipping. We do this to simplify pricing and ordering. Once products are generally available in our shop, shipping will typically be unbundled from the purchase. This means that product costs, post pre-order, will typically appear lower, but once shipping is added, prices will actually be higher. Our goal is to always offer pre-order customers higher value for pre-ordering a product. Sometimes this will mean we provided a discount. Sometimes, we may offer additional value in some other way.
If you ask around, you will find that we take customer service seriously around here. If there is a problem with your order, let us know. We will get you squared away pronto. The tabletop gaming community is special and we consider all of our customers friends that we may well be sitting across from next month or next year playing a game. That’s our mindset when it comes to customer service. Now, where’s that invitation to Thanksgiving dinner we’ve been expecting…?
We like to keep it simple around here. Did you buy something by mistake? Perhaps you decided you just don’t need it. No problem. We accept returns of all products in new condition. The only instance where we might not accept a return is for a product that was custom made to your specifications. We don’t do much of that, since we stay rather busy just producing and shipping our standard product line, but you should be aware. Oh, and engraved products don’t count as custom; we will let you know if your order is custom. Keep in mind that we don’t refund shipping fees if we actually sent you product that you later returned. Finally, you will have to foot the bill to send the product back to us. Simple and fair.
It goes without saying, but our lawyers said we should say it anyway – If you have a problem (defect) with a product, we are always happy to replace the product. Just drop us a note. We’ll get you taken care of quickly.
We charge actual shipping charges. Most orders will qualify for shipping via UPS and US Postal Service. Which method you choose is your decision. You can estimate shipping charges once you have placed one or more items in your cart.
We don’t ship to a few places. These tend to be countries that the United States government has determined that U.S.-based businesses may not ship products to. In other cases, we don’t ship to countries with high fraud rates. These examples account for just a handful of countries.
We understand that import taxes are arduous. Unfortunately, we can’t mark our shipments as gifts as this is illegal. Also, we are obligated to accurately list the cost of items on the forms.
In some cases, a customs authority may request a commercial invoice from you to release your package (I’m looking at you Germany). We are happy to provide such an invoice if you have lost yours. Just drop us an email.
International Customers (non-Canadian)
International customers generally have two shipping options – USPS First-Class International for packages under four pounds and USPS Priority for packages greater than four pounds. Both options are expensive. We regret this, but until teleporter technology is developed and refined, I’m afraid we will all just have to suffer with the high cost of international shipping. 🙁
Canadians have a couple of shipping options available. We offer USPS Priority Mail, as well as First-Class International for packages weighing less than four pounds.
In addition, we take part in the UPS eBP program:
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.
Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada for non-commercial purposes and valued under CAD$ 200 shipped via UPS Standard service are subject to a reduced brokerage fee of CAD$10, plus any applicable duties and taxes. Shipments valued at CAD$200 and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees.
Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.