FAQ & Policies
"Under what circumstances do you offer a refund?"
We offer a refund (or partial refund) in the event of the following circumstances:
Some may consider these rather restrictive refund policies. We are a very small group and cannot afford to eat many costs. We appreciate your understanding and patience.
"My package was lost in transit."
Please contact us immediately through the contact form so that we can submit a report to our supplier for a refund. Claims must be made no later than 30 days after the estimated delivery day per our supplier's policy. After that, we will be unable to obtain a refund for you.
"Something's wrong with my shipped item."
Unfortunately, we do not have any control over our supplier's quality control process, their choice of shipping providers, or how the shipping provider handles your item. While our supplier is known for producing consistent quality stationery and posters, it is not uncommon for the occasional error to come out in printing.
If it is a printing error that is particularly egregious, please reach out to us through the contact form. Please include pictures of your item. We will assess the quality, and if it is determined to be a definitive printing error, we will submit a problem report to our supplier and appeal for a refund. This must be done within 30 days of receiving the item per our supplier's policy, so please don't hesitate to contact us so we can sort it out as soon as possible.
If it is damage clearly caused by mishandling, such as a package left out in the elements or a bent parcel, we sadly can only offer a partial refund that covers our net profit. Please provide images when reporting this via the contact form. You can try reaching out to the shipping provider that delivered the item for further compensation.
"Do you accept returns?"
We do not accept returns.
"Why hasn't my item been shipped yet?"
We wait for your payment to be processed before shipping your item so that we can cover production and fulfillment. Please expect your order to be processed within 7 business days at most. If it takes longer than this, feel free to contact us using the contact form to get an update on your order.
"It's been 20 days after shipment and my order still hasn't arrived."
Please note that our shipping estimates come from our supplier. Their estimates are not guarantees, and the shipment may be delayed by factors such as natural disasters or accidents.
"Why did my order come in two shipments from two different shipping companies?"
Our supplier separates sticker and poster orders from the rest due to differences in packaging, then chooses a shipping service based on cost. This method allows them to keep shipping costs as low as possible.
"If everything is print-on-demand, why are there such limited quantities of items?"
One person manually fulfills orders as they come in, and as previously mentioned, we wait until payments reach us so we can afford production and fulfillment. Limiting their quantities allows us to ensure we are not overloaded with handling merchandise orders when we could be focusing on developing games.
"Why this price?"
Pricing is determined by the following factors:
"Why do you no longer offer X?"
There are a limited amount of items we can display on the storefront. In the event we have reached the maximum, sometimes less popular items might be removed in favor of new products.
"Will you be offering PayPal integration?"
At this time, we do not plan on offering PayPal integration. We apologize for the inconvenience.
"Do you plan on offering more types of products in the future?"
We currently have no plans to offer merchandise beyond stationery and posters on this storefront. Items such as apparel, standees/keychains, plush toys, wall scrolls, and physical copies of our games require a level of sourcing expertise and attention to detail that we cannot handle at our present scale. We are currently considering another POD supplier for some apparel items, but a decision won't come for a while.
"Are you going to offer your digital products on this store?"
Unfortunately, serving digital products on BigCartel requires a paid plugin that we cannot justify the cost of. You can still purchase our side story collections off itch.io.
"Your items are currently not offered in my region?"
We have not yet set up shipment rates for every country. Please be patient—we'd like to be careful so we can ensure that you're paying as little as you need to pay. The regions that should be available include:
Furthermore, our supplier is limited in the amount of countries it can ship to, and as such we cannot set up shipment rates for these countries at all. Their current list of restricted countries is as follows:
"I previously saw this item offered through your Patreon."
Most of the items you see on our storefront are very old Patreon rewards. To ensure fairness for our seasonal merch tier subscribers, we allow one full calendar year and some months after the merch's year of offering to pass before we add old items to this storefront. Due to our previously mentioned storefront item limit, not all old Patreon rewards will be permanently listed on here.
We offer a refund (or partial refund) in the event of the following circumstances:
- The order has not yet been sent for fulfillment
- The order was lost in transit and we successfully appeal to our supplier for a refund
- The order has arrived with significant defects and we successfully appeal to our supplier for a refund
- (For a partial refund) The order has arrived to you damaged during the shipping process
Some may consider these rather restrictive refund policies. We are a very small group and cannot afford to eat many costs. We appreciate your understanding and patience.
"My package was lost in transit."
Please contact us immediately through the contact form so that we can submit a report to our supplier for a refund. Claims must be made no later than 30 days after the estimated delivery day per our supplier's policy. After that, we will be unable to obtain a refund for you.
"Something's wrong with my shipped item."
Unfortunately, we do not have any control over our supplier's quality control process, their choice of shipping providers, or how the shipping provider handles your item. While our supplier is known for producing consistent quality stationery and posters, it is not uncommon for the occasional error to come out in printing.
If it is a printing error that is particularly egregious, please reach out to us through the contact form. Please include pictures of your item. We will assess the quality, and if it is determined to be a definitive printing error, we will submit a problem report to our supplier and appeal for a refund. This must be done within 30 days of receiving the item per our supplier's policy, so please don't hesitate to contact us so we can sort it out as soon as possible.
If it is damage clearly caused by mishandling, such as a package left out in the elements or a bent parcel, we sadly can only offer a partial refund that covers our net profit. Please provide images when reporting this via the contact form. You can try reaching out to the shipping provider that delivered the item for further compensation.
"Do you accept returns?"
We do not accept returns.
"Why hasn't my item been shipped yet?"
We wait for your payment to be processed before shipping your item so that we can cover production and fulfillment. Please expect your order to be processed within 7 business days at most. If it takes longer than this, feel free to contact us using the contact form to get an update on your order.
"It's been 20 days after shipment and my order still hasn't arrived."
Please note that our shipping estimates come from our supplier. Their estimates are not guarantees, and the shipment may be delayed by factors such as natural disasters or accidents.
"Why did my order come in two shipments from two different shipping companies?"
Our supplier separates sticker and poster orders from the rest due to differences in packaging, then chooses a shipping service based on cost. This method allows them to keep shipping costs as low as possible.
"If everything is print-on-demand, why are there such limited quantities of items?"
One person manually fulfills orders as they come in, and as previously mentioned, we wait until payments reach us so we can afford production and fulfillment. Limiting their quantities allows us to ensure we are not overloaded with handling merchandise orders when we could be focusing on developing games.
"Why this price?"
Pricing is determined by the following factors:
- Cost of production
- Payment processor fees
"Why do you no longer offer X?"
There are a limited amount of items we can display on the storefront. In the event we have reached the maximum, sometimes less popular items might be removed in favor of new products.
"Will you be offering PayPal integration?"
At this time, we do not plan on offering PayPal integration. We apologize for the inconvenience.
"Do you plan on offering more types of products in the future?"
We currently have no plans to offer merchandise beyond stationery and posters on this storefront. Items such as apparel, standees/keychains, plush toys, wall scrolls, and physical copies of our games require a level of sourcing expertise and attention to detail that we cannot handle at our present scale. We are currently considering another POD supplier for some apparel items, but a decision won't come for a while.
"Are you going to offer your digital products on this store?"
Unfortunately, serving digital products on BigCartel requires a paid plugin that we cannot justify the cost of. You can still purchase our side story collections off itch.io.
"Your items are currently not offered in my region?"
We have not yet set up shipment rates for every country. Please be patient—we'd like to be careful so we can ensure that you're paying as little as you need to pay. The regions that should be available include:
- United States
- Canada and Mexico
- UK and the EU
- Australia and New Zealand
- Most other North and South American countries
- Most Asian countries
- Most African countries
- Most Oceanian countries
- Most non-EU European countries
Furthermore, our supplier is limited in the amount of countries it can ship to, and as such we cannot set up shipment rates for these countries at all. Their current list of restricted countries is as follows:
- Crimea, Luhansk, and Donetsk regions in Ukraine
- Russia
- Belarus
- The Gaza Strip region in Palestine
- Ecuador
- Cuba
- Iran
- Syria
- North Korea
- While not fully restricted, shipments to unoccupied Ukraine are limited to exactly one of their fulfillment centers.
"I previously saw this item offered through your Patreon."
Most of the items you see on our storefront are very old Patreon rewards. To ensure fairness for our seasonal merch tier subscribers, we allow one full calendar year and some months after the merch's year of offering to pass before we add old items to this storefront. Due to our previously mentioned storefront item limit, not all old Patreon rewards will be permanently listed on here.