Shipping policy

USA & Canada

Orders are fulfilled by our partner Bridge Fulfillment in Georgia with tracked shipping using FedEx, USPS, and UPS (USA) and APC Logistics (Canada).

  • Order processing: 1-5 business days
  • Shipping time: 1-7 business days (USA) or 3-20 business days (Canada; parcel may not show scans for up to 2 weeks after tracking is provided)

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)

Note: EU orders under €150 will use the IOSS VAT method and orders over €150 will use DDP. You should NOT be charged customs on delivery within the UK or EU. If your parcel is wrongly assessed with customs charges, please contact us for support.

    Australia & New Zealand

    We have limited stock available for Australia/New Zealand orders. Orders that cannot be fulfilled with our current Australian stock will instead be shipped by one of our international partners.

    • Order processing: 1-20 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 Parcel Policy below for more information.

    Russia, Ukraine, Brazil

    Because of shifting carrier availability, we are currently NOT accepting orders to these destinations. However, customers in these countries are currently invited to use our preorder store. In the event we cannot secure a carrier to your country by the time we fulfill, we will fully refund your order. Note that we will only attempt to send parcels to these destinations once and customers are responsible for making sure the parcel arrives safely.

    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

    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

    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.

    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.