Policies

CUSTOMER SERVICE POLICY

Contact us at any time, either through the above methods, or via our social media sites. We'll respond as quickly as possible. That said- we value the mental health and the safety of our crew. If you're frustrated about something, we totally understand and will do anything in our power to remedy it. But if that frustration takes a turn towards hostility against our employee(s), they've been instructed to disconnect the call immediately. 

RETURN POLICY

In the instance of defective products, we will offer an exchange within seven (7) days of receiving the product. Aside from defective products, we do not offer returns.

Please open your package immediately upon receipt to ensure its condition/completion. Failure to reach out to us within seven (7) days of RECEIVING the product will forfeit the exchange policy. These exchanges will be issued as store credit, and only upon the issuing of 1) a return shipping label and 2) receipt of the returned item at the office.

Please contact us immediately upon discovering an issue. We're an extremely small company with a fairly limited capacity to solve certain issues, and we have to enforce this policy to ensure our continued operation.

PREORDER POLICY

At times, we may offer preorders on select items. In order to combat scalpers and volatile speculation, we may limit the quantity of items available and payment will be taken at time of purchase in order to guarantee allocation of this product. Requests for refunds/cancelations will be honored up to seven (7) days prior to the release of the aforementioned product, but will be subject to a 10% restocking fee. Inside of seven (7) days, prior to official in-store release, this product will be subject to a 15-20% restocking fee. 

EVENT POLICY

Participants in events understand that they are subject to the Feisty Goblin Gamehouse Code of Conduct, and any violations can result in ejection without refund and/or barring of participation in future events. Paid pre-registration fees may only be refunded up-to one business day before the event. There will be no refunds given within 24-hours of the event start time.

SHIPPING POLICY

Our e-commerce site is new, and is still a work in progress. We may have some order errors and timeline complications at the beginning. If you have any issues, please reach out as soon as possible to let us know what's going on- and to let us help resolve it.

Free Shipping Promotion:

These items will be shipped Standard or Economy. Here's the reason: we're happy to try and get you the best deal we can, but it still costs us money to send. We may send a TTRPG book via media mail if you opt for free shipping. It saves us money, and let's us pay the crew that works here.

The free shipping policy currently applies to all products, shipped throughout the continental United States and on subtotals over $250.00. We're working on expanding the program as we improve our logistical backend.

This policy may be amended in the future, but hopefully only in a situation when we can make it an even better deal. Our product pricing will hopefully make it worth your time to ship from us, regardless of the slightly increased expense.

We generally ship USPS, and of course right as we're in the process of launching our website front-end, they changed some details on us and we're working on improving it before we begin. You're more than welcome to contact us for information/explanation.

On packing materials:

We believe in doing as little harm as possible and that a box is a box. And that a box is good to place things in. While we do stock several varieties of brand new boxes in order to maximize the ideal fit for the safety of the product(s) you've ordered, we believe that if we have a recycled box that fits the bill with a small tape-rip or old-label residue on it, it's still going to be perfectly useable.

It may be aesthetically less-than-ideal, but given the number of boxes that major retailers send out- we'd rather not add any more mess to the ballooning waste of the world. And there is no recycling more efficient than a recycled item that needs ZERO processing/reconstruction to make it suit a purpose again. 

On tracking information and order times:

When we're operating business-as-usual, all items will be shipped from our store/warehouse within 1-2 business days of order placement, except in rare occasions where we'll announce it on a banner at the top of the store or over holidays where we're unable to hand them off to the shipping service.

Beyond that, we value the work-life balance of our crew, and their mental health- and we will emphasize time-off and not overworking anyone. Major retailers have created an expectation of convenience and while we love to offer convenience and the best possible customer service, we are not employing hundreds or thousands. It's like 3-4 of us, max, at any time here and we're doing our best. 

Receiving tracking information does not guarantee that the item has been handed off to the shipping service, as their pickups are occasionally sporadic. Please contact us if there is any issue with the status of your shipment not updating within 48 hours of receiving the tracking number.