Shipping policy

Note on Pre-orders: We are accepting pre-orders for our new Lore Master's Deck and accessories. Mixed orders with both regular products and pre-order items will be held as pre-orders until fulfillment. See below for pre-order timelines. If you pledged or pre-ordered through BackerKit (aka before October 13), please see our crowdfunding project updates.

Holiday Shipping

We strongly recommend ordering by the following cutoff dates to ensure your parcels have the greatest chance of arriving by December 25.

  • USA: December 11 (up to December 16 depending on proximity to Maryland)
  • Canada: December 11
  • UK: December 18
  • Western Europe: December 7
  • Eastern Europe: December 4
  • Australia: December 11 (up to December 16 depending on proximity to NSW)
  • New Zealand: December 4
  • Other International: November 28 (later orders may arrive, but this is the safest date)

Scroll down for additional details about our shipping hubs and regions.

USA

Orders are shipped by Flying Cloud Fulfillment in Maryland using a tracked service with FedEx, USPS, UPS, or DHL.

  • Order processing: 1-5 business days
  • Shipping time: 1-7 business days
  • Pre-orders: Scheduled to be fulfilled in Jan-Feb

Note: Free shipping is only available to contiguous US states. 

Canada

Canada Post strike update: Most orders are currently shipping via DHL with last-mile partners and are unaffected by the strike. Orders to PO boxes and some less central regions may use Canada Post for last-mile delivery and be delayed by the strike.

Orders are usually shipped by Flying Cloud Fulfillment in Maryland using a tracked service with DHL. Sometimes we hand-ship orders from Ontario using additional carriers (Canada Post, ICS, FleetOptics).

  • Order processing: 1-5 business days
  • Shipping time: 3-16 business days
  • Pre-orders: Scheduled to be shipped within 1 month of being received throughout Nov-Feb

Note: Duty should NOT be due on arrival. Contact us if you are charged duty.

UK FlagEU Flag

UK & EU

Orders are fulfilled locally by our partner Spiral Galaxy Games in England with fast, tracked, customs-friendly shipping using Royal Mail (UK) and a variety of international carriers.

  • Order processing: 1-12 business days
  • Shipping time: 1-7 business days (UK) or 2-20 business days (EU)
  • Pre-orders: Scheduled to be shipped in Dec-Jan

Note: EU orders under €150 will use the IOSS VAT method and orders over €150 will use DDP. Duty should NOT be due on arrival. Contact us. if you are charged duty.

Australia & New Zealand

We have limited stock available from Aetherworks Fulfillment in New South Wales. Orders that cannot be fulfilled with our Australian stock will instead be shipped by an international partner.

  • Order processing: 1-7 business days
  • Shipping time: 1-20 business days
  • Pre-orders: Scheduled to be fulfilled in Nov-Dec

Note: There is a $14AUD fee for returns in New Zealand and Australia. This applies if you do not collect your order and the parcel is returned as undelivered, unless it is being returned due to an error by our shipping partner. See our Reshipment Policy below for more information.

Other international

Orders usually ship from Spiral Galaxy Games in England, but may occasionally be sent from other hubs. We offer tracking where possible.

  • Order processing: 1-10 business days
  • Shipping time: 5-35 business days
  • Pre-orders: See UK/EU section

Russia, Ukraine, Brazil

Because of shifting carrier availability, we are currently NOT accepting orders to these destinations. Note that we will only attempt to send parcels to these destinations once. Customers are responsible for making sure the parcel arrives safely.

Reshipment Policy

If your product is defective or damaged

We will always replace damaged or defective product, either the damaged part or the whole thing depending on the level of damage. 

  1. Send us a photo of the damage. This is also useful for us because we may need to let our shipper or printer know if it’s an ongoing issue.
  2. We will coordinate with our shipping partner to send out a replacement part or parts.

If you are missing items in your order

Please contact us to arrange shipment of the missing item(s).

If you received the wrong item/extra item

  1. Send us a photo of the incorrect or extra item(s) you received, and let us know which items you should have received.
  2. We will coordinate with our shipping partner to send out the correct item, and coordinate with our shipping partner to arrange a return of the incorrect/extra item(s). 

If your parcel is lost

If that doesn't turn up your parcel, you may be the victim of parcel theft. Check with the parcel carrier for how to open a claim for your parcel, and please let us know if we can support by supplying a shipment invoice or other documentation. 

Please note that The Story Engine is not liable for any loss, damage, cost or expense related to any delay in shipment or delivery caused by any third party carrier or other delivery service.

If your parcel is returned to us undelivered

If your parcel is returned to us, it was likely caused by a number of issues, from mail-forwarding, or a typo in your shipping address, which made the parcel undeliverable. You can check your tracking history for details that might explain what exactly went wrong in this case.

  1. We will reach out to confirm your shipping address.
  2. If the parcel is being returned due to an issue beyond The Story Engine's control (e.g., you moved, provided an incorrect/incomplete address, or did not pick up your parcel in time, etc.), we will send you a bill for reshipment (including any return fees) and send out your parcel again when we have received payment.
  3. If the reason for the parcel being returned is due to an error from us or our shipping partner, we will reship your parcel at no charge.

Note that we cannot reship orders that are not returned us.