SHIPPING POLICY

Shipping Policy

Effective Date: [17/12/24]

At [Hearthside Games], we aim to provide reliable and timely delivery of all orders. This Shipping Policy outlines how we process, ship, and deliver products purchased through our website or as part of pre-orders, including Kickstarter pledges.

1. Order Processing Time

• Orders are processed within 2–5 business days (excluding weekends and holidays) after payment is received.

• During high-demand periods, such as new product launches or Kickstarter fulfillment, processing times may take longer. Updates will be shared via email or the campaign page.

2. Shipping Methods and Costs

2.1 Domestic Shipping (e.g., within the UK)

• We offer standard and expedited shipping options at checkout.

• Estimated delivery times:

  • Standard Shipping: 5–10 business days

• Shipping costs are calculated based on order weight, size, and destination.

2.2 International Shipping

• We ship worldwide, except to restricted regions.

• Delivery times vary by destination and range from 10–30 business days.

• International shipping rates are calculated at checkout based on order weight and destination.

3. Pre-Order and Kickstarter Shipping

• Pre-orders and Kickstarter pledges will be fulfilled after production is completed. Estimated shipping timelines will be provided on the campaign page.

• Backers will receive updates and tracking information once their orders are shipped.

• Combined shipping for add-ons will be calculated during the pledge process or post-campaign survey.

4. Tracking Your Order

• Once your order ships, you will receive an email confirmation with tracking details.

• For questions about tracking or delivery, contact us at [admin@hearthsidegames.com].

5. Shipping Delays

• While we strive for timely deliveries, shipping delays can occur due to factors beyond our control, such as carrier delays, customs clearance, or unforeseen circumstances (e.g., weather disruptions).

• If your order has not arrived within the estimated timeframe, please contact us for assistance.

6. Customs, Duties, and Taxes

• International orders may be subject to customs duties, VAT, or other taxes imposed by the destination country.

• These fees are the responsibility of the customer and are not included in the shipping cost at checkout.

• Please check your local customs regulations for more information.

7. Lost, Damaged, or Incorrect Orders

7.1 Lost Packages

• If your package is lost in transit, contact us within 30 days of the expected delivery date. We will work with the carrier to investigate and resolve the issue.

7.2 Damaged Packages

• If your package arrives damaged, email us at [Insert Email Address] within 14 days of delivery with:

  • Photos of the damage.

  • Your order number and proof of purchase.

  • We will replace the damaged items or issue a refund based on the situation.

7.3 Incorrect Orders

• If you receive an incorrect item, contact us within 14 days of delivery. We will cover return shipping costs and send the correct product as soon as possible.

8. Shipping Restrictions

• We cannot ship to PO boxes for certain products due to size or carrier restrictions.

• We do not ship to embargoed or restricted countries as per legal regulations.

9. Contact Us

For any questions or concerns about your order or shipping:

• Email: [admin@hearthsidegames.com]