Shipping & FAQ's
Shipping & Tracking
Do you ship worldwide?
Yes! We are able to ship to most countries worldwide, just input your shipping information in cart and it will let you know if we are able to ship to that location.
Can I change my shipping address?
If you get in contact with us within 24 hours and your item is not yet fulfilled, we would be happy to change your shipping address. However, once packages leave our facility we no longer accept address changes on our end, as we do not have control over the package. Instead, you can contact the shipping company that appears on your tracking link to request a Change of Address….. If you live in the USA, USPS has a page with more information on requesting a Change of Address.
Do you offer tracking with your shipping?
Yes! We always offer tracking to our loyal customers to ensure you can follow your package from the moment it leaves our facility. You will be emailed an updated tracking link once it goes live, so be sure to check your inbox! On the off chance you don’t see an email from TheTabletopGameShop, please check your spam folder and then be sure to add TheTabletopGameShop.com as an acceptable sender to avoid any potential issues moving forward.
My order has not moved or updated in a few days, is this normal?
As annoying as this is… the answer is yes. Do not worry though, this occasionally happens and usually only lasts a few days. When items get processed through shipment centers or customs there may be a period where your items tracking is not updated. We apologize for the inconvenience, and appreciate your patience! Unfortunately, we do not have control over your items when we hand it over to our couriers. Thank you for understanding :)
I ordered multiple items, but only 1 showed up - where are the rest?
Sorry about that! Please know that the rest of your items are on the way! TheTabletopGameShop holds inventory in Europe, North America & Asia and there are occasions in which items may need to be sent from another location. If this is the case, you will be provided with extra tracking links for any items that are not sent together. If you did not receive any other tracking information, please contact us at firstname.lastname@example.org and we will be happy to help.
When will my order be shipped?
On average, our orders ship out within 24 - 72 hours, depending on the day & time the order is placed. Our team does not ship items on weekends or holidays, unless otherwise specified. Please understand that we all need time to play Dungeons & Dragons as well :)
Am I responsible for international shipping & customs duties, or paying VAT?
TheTabletopGameShop’s shipping fee only covers the cost of shipping your package in the mail, and does not include any customs duties or import tax that may be charged. These customs fees are unique to each country, and each country has different policies around how they handle imported items and the charges associated. Once your package arrives in the destination country, it will be screened through customs and possibly chosen as a random package to be inspected and charged a fee for the inspection as well as a fee based on the total value of items entering the country. Not every package is chosen or charged, and while we hope none of our packages get chosen - it is unfortunately out of our control. By purchasing from TheTabletopGameShop you acknowledge that you are required to pay for these fees if requested. Thank you for your understanding!
How long are your shipping times?
Depending on the item(s) that you order, our shipping times on average vary from 7 - 14 days for most international orders. However, in some cases delivery may take up to 30 days. This generally applies to our FREE product giveaways as we ship the items direct from the manufacturer to our customers.
REFUNDS & RETURNS
What is your Refund & Return policy?
How long will it take to complete my refund?
Refunds generally take anywhere from 5-7 business days to credit back to you. If we deem your refund request as eligible, please understand that the movement of funds back to your account will come from the financial institution you used to pay for the order. If you do not see a credit back to you within 5-7 days, please contact your financial institution for further help.
I want to refund my order, how long after delivery do I have to do this?
You can contact us up to 7 days after delivery of your order as confirmed via our tracking link(s). Should you decide to return your items, they must be unopened, unused, undamaged and in its original packaging. To complete a return, we require that you follow our returns process:Contact our support team at email@example.com with the subject line titled: Refund. Include a copy of a receipt of proof of purchase (such as an order confirmation email)We will issue a return authorization email and send the address to which the items must be returned (within the USA).TheTabletopGameShop does not take responsibility for any returned items until they have been delivered to our return address. We do not have control over the package when you return it, and therefore cannot guarantee that your package will be delivered to our address. To ensure your returned item gets to us, we recommend that you use a trackable shipping service with insurance. You are responsible for paying for your shipping costs to return the item.Once we confirm the delivery and inspection of your return, we will email you to notify you that we have received your item(s) and the refund eligibility status of it, qualifying as either an exchange or refund.
My order arrived damaged, what can I do about this?
If you notice that your order arrives damaged, broken, missing pieces, or deformed please get in contact with our support team at firstname.lastname@example.org. Title your subject line: Damaged Order and include a proof of confirmation of your purchase, and a video & photo attachment of the problem with your order. Our team will inspect the evidence and if eligible, we will issue a secondary order free of charge.
My order never arrived, what steps do I do?
If your order did not arrive, our first recommendation is to check around your residence as there are occasions in which your package may be hidden out of plain sight. If you are unable to locate it, we also recommend asking your neighbours if they received a package with your name and address on it. If you are certain the order was never delivered, please contact our support team at email@example.com.
Website Safety & Security
Is it safe to use my credit card on your website?
Absolutely! Fear not, we have taken extra precautions to ensure all transactions made on thetableopgameshop.com. Our website is SSL encrypted & certified, meaning all your information is protected when entered on our website. We don’t store any of your credit card information and never share your personal information! All payments are processed with our payment processor, Shopify or via an alternative payment processor such as PayPal, Apple Pay, Google Pay or Coinbase Commerce.
Do you have any alternative payment options?
Yes! We know that some people may still not be comfortable putting their credit card information online which is why we also offer the ability to pay through PayPal, Apple Pay, Google Pay or Coinbase Commerce.
What are your Terms of Service?
Affiliate Program & Other
Do you have an Affiliate Program?
Only the best one around! If you are interested in joining our affiliate program to earn some side hustle income, please apply to our affiliate program. We offer a 7%+ initial commission to all our affiliates which can be increased based on performance! Think you have what it takes to be approved by our Guild Council? Apply here.
How can I contact you about a question not answered here?
If you have any questions that are not answered in our FAQ, you can head over to our contact page, or send us an email to firstname.lastname@example.org
Are you hiring?
Currently we are not looking to hire anyone, however we are always keeping an eye out for talent! If you love D&D, and have experience that you think could help us out - please feel free to send over your resume, cover letter, portfolio, etc. to email@example.com. We look through each and every application and if we ever see the right opportunity to bring someone of your caliber on board, we will reach out to set up an interview.
Can I order wholesale or in bulk?
Absolutely! If you are looking to purchase any of our items in bulk, please get in touch with our support team to get access to our wholesale product catalogue and pricing. You can contact us at firstname.lastname@example.org
Do you sponsor games, conventions or events?
If you have an event, club, group or party that you would like to get sponsored - please reach out to us at email@example.com. We would love to hear why you think your group, party, event, club should be sponsored by TheTabletopGameShop and Eric the DM! If you send us some compelling reasons, we just might be able to work something out for you ;)