Updated: March 29th 2021
IMPORTANT UK SHIPPING NOTICE: Currently, due to Covid-19 restrictions and issues with Brexit, the EU warehouse is unable to ship orders to the UK. Orders to the UK will be shipped as soon as these issues are resolved, however we do not have a timeline for when they will be resolved yet. Please be aware of this when placing a new order.
IMPORTANT ASIA AND ISRAEL SHIPPING NOTICE: VFI who handle all our shipping for Asia and Israel is currently shipping very slowly. It has sometimes taken 90 days for an item to ship and arrive from them. Please be aware of this when placing any order for any Asian countries and for Israel. We apologize for the slow shipping speeds.
- CANADIAN CUSTOMERS: For important Information on placing orders from Canada please click here: https://petersengames.com/canada/
Aside from the UK and Asia, currently the warehouses that processes Petersen Games web store orders are shipping out web store orders at the normal times listed in the “Shipping Times” section below. However, that could change at any time due to the unpredictability of the pandemic and how it may affect our shippers.
If the Covid-19 situation changes, we will post another update when we know more.
If you need any help with your order or anything else, please contact us at https://petersengames.com/
It usually takes a week for a web store order to be exported to the Warehouse shipping system, where it waits to be picked and packed. It can then take 10-15 business days to ship out. That is an estimation and sometimes the warehouse ships faster or slower depending on how many orders are in the shipping queue.
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.
If you are located in the United States we also recommended signing up for UPS “My Choice” and the USPS “Informed Delivery”. Both are free and if for some reason the e-mail our shippers send out doesn’t reach you, those services will also let you see when a shipment has been sent to your address.
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 will be shipped by the 15th of each month following the month in which they are purchased. For example, if a subscription is purchased or renews between October 4 and November 3 will be shipped on November 15. Non-subscription products will be shipped separately according to existing shipping times, usually 10-15 days after purchase.
Subscriptions Are Ongoing
Subscriptions are for a continuing series of campaigns, each comprised of 4 physical books. You will receive each book (or act) monthly. Each month’s renewal will include the next single volume in the campaign series. Your subscription does not end with Act 4, but will continue the following month with Act 1 of the next Saga. A PDF version of each month’s adventure will be available for download immediately after each month’s subscription is billed.
New Pricing Model begins Nov. 4, 2020
New pricing model on all Cthulhu Mythos Sagas subscriptions begins on November 4, 2020.
Rather than receiving a flat $5 discount on each book and paying full shipping prices, you will now pay retail price on the books but receive free shipping on all subscription orders.
This means you will save $6 – $12 on each monthly installment. Your savings will only increase over time as postal rates continue to climb.
Price change takes effect Nov. 4 with the release of Dark Worlds Act 3.
PLEASE NOTE: Initial orders placed prior to November 4 were charged at the old rate of $19.99 + shipping, but subsequent renewals will be at the new rate.
Cancelling Your Subscription
If you do wish to cancel or suspend your subscription, you must do it before the 1st of each month to guarantee you aren’t charged for the next issue. You can cancel your subscription at any time by visiting your account page and viewing your subscription at https://petersengames.com/my-account/subscriptions/
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 & ADDRESS CHANGES
Once an order is placed there is only a very small window to cancel or change the address on an order before it goes into the shipping queue and we are no longer able to cancel or change it. For this reason, all sales are final and in most cases an order cannot be cancelled or the address changed 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.