COVID-19 UPDATE:

Updated: September 15th 2020

 

Currently the warehouses that process Petersen Games web store orders have reduced their packing staff due to safety considerations. This has caused a significant slowdown and backlog in the shipping process. Due to the current shipping backlog, all items ordered after Sept 15th 2020 will be placed on a pre-order list and shipped at a later date. By ordering the items now, you will secure them for shipping once we make it through the backlog. We hope to make it through the backlog of shipping in October; however, we are unable to give an exact estimate of how much longer orders will take to ship. We hope as things progress that the normal shipping times, as outlined here, will resume quickly, our apologies for any inconvenience.

You should, however, receive an automated email from our shipping system alerting you when your order has shipped and how to track it. 

You can also contact us at https://petersengames.com/support/ and we can tell you if shipments are going out slower than normal.”

COVID-19 UPDATE:

Updated: September 15th 2020

 

Currently the warehouses that process Petersen Games web store orders have reduced their packing staff due to safety considerations. This has caused a significant slowdown and backlog in the shipping process. Due to the current shipping backlog, all items ordered after Sept 15th 2020 will be placed on a pre-order list and shipped at a later date. By ordering the items now, you will secure them for shipping once we make it through the backlog. We hope to make it through the backlog of shipping in October; however, we are unable to give an exact estimate of how much longer orders will take to ship. We hope as things progress that the normal shipping times, as outlined here, will resume quickly, our apologies for any inconvenience.

You should, however, receive an automated email from our shipping system alerting you when your order has shipped and how to track it. 

You can also contact us at https://petersengames.com/support/ and we can tell you if shipments are going out slower than normal.”

SHIPPING TIMES:

It usually takes a week for a web store order to be exported to our shipping system, where it waits to be picked and packed. It can then take 10-15 business days to ship out. Orders placed around a holiday, especially during the month of December, can take longer to ship because of the higher number of items being shipped out at that time. This can also be the case when we are shipping a Kickstarter campaign, which can extend shipping time due to the amount of shipments in the shipping queue. Please note that our shipping system doesn’t interface well with our website, so the ‘processing’ status won’t update, even after an order has shipped out.

You should, however, receive an automated email from our shipping system alerting you that your order has shipped and how to track it.

You can also contact us at https://petersengames.com/support/ and we can tell you if shipments are going out slower than normal.

SUBSCRIPTION ITEMS

Subscription items will be shipped by the 15th of the month after purchased. Non-subscription products will be shipped separately according to existing shipping times, usually 10-15 days.

SHIPPING COUNTRIES & FEES

Unfortunately, we can no longer ship to Central, and South American countries (including Brazil) as these are not shipping friendly countries for international shipments.

Typically, import fees are paid up front as part of your shipping costs. These include the following countries and regions, The United States, Canada, Members of the European Union, China, Australia and New Zealand. However, there are countries where regulations prevent advance payment by a third party, and you may be responsible to pay customs taxes directly.**

**These countries include but are not limited to the following: Albania, Belarus, Bosnia and Herzegovina, Burkina Faso, Faroe Islands, Iceland Indonesia, Israel, Japan, Korea, Kosovo, Kuwait, Macedonia, Malaysia, Malta, Mexico, Niger, Norway, Pakistan, Portugal, Qatar, Russia, Saudi Arabia, Serbia, Singapore, South Africa, Switzerland, Taiwan, Thailand, Turkey, Ukraine, the United Arab Emirates and the United Kingdom. Due to the variety of different ways that countries handle import fees, all customers are responsible for knowing what import fees they may be required to pay, and you order at your own risk, not ours.

 

WEB STORE ORDER CANCELLATIONS

Once an order is placed there is only a very small window to cancel an order before it goes into the shipping queue and we are no longer able to cancel it. For this reason, most of the time orders cannot be cancelled once placed.

WEB STORE RETURNS

We are currently not equipped to accept returns of web store orders. Under certain circumstances, at our discretion, we will allow returns, but the majority of the time all sales are final. We ask that you only place an order knowing that all sales are final.

If you have an item that arrives missing a piece or that is damaged, you can submit a ticket on our support page here:  https://petersengames.com/support/ We will try to replace it, if we have those pieces available.