Shipping policy

USA: free shipping at $150

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

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

Canada: free shipping at $250

Currently our team is shipping out orders in batches once per week from Ontario.

Order processing: 1-8 business days
Shipping time: 1-8 business days

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

UK & EU: free shipping at £120 or €235

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)

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: free shipping at $325 or $425

We have limited stock available for orders shipped 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

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

International orders usually ship from Spiral Galaxy Games in England or Flying Cloud Fulfillment in the USA. We offer tracking where possible. Customs are the responsibility of the customer.

Order processing: 1-10 business days
Shipping time: 5-35 business days

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.

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.
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

Send us a photo of the incorrect or extra item(s) you received, and let us know which items you should have received.
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

Tracking shows item as lost: If the tracking confirms that the carrier has lost the parcel in transit, we will ship the whole order again.
Tracking shows as delivered but you haven't received it: Please feel free to contact us and we'll work through the checklist that usually helps to turn up lost packages: checking the property, including under porches and behind screens, as well as checking with neighbors and household numbers to see if they received it on your behalf.

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.

We will reach out to confirm your shipping address.
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.
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.