Return and Refund Policy
Effective Date: Thursday, July 04, 2024
Last Updated: Thursday, November 13, 2025
Pelican House Games
At Pelican House Games, we strive to provide high-quality miniatures, terrain, books, and gaming products produced through trusted manufacturing partners. Because many of our items are produced on demand, and because we offer pre-orders with long production timelines, our policies differ from traditional retail stores. Please review this policy carefully before placing an order.
1. All Sales Are Final
All purchases made through Pelican House Games—whether in-stock items, dropshipped miniatures, print-on-demand products, or pre-orders—are final.
We do not offer refunds, returns, cancellations, or exchanges except where required by applicable law.
This policy exists because most products are manufactured per order through third-party production partners, meaning costs are committed immediately once an order is placed.
2. Pre-Orders (Including Post-Kickstarter Pre-Orders)
From time to time, we may offer pre-orders following our Kickstarter campaign and before our main production run.
2.1 Production Timeline
Pre-orders may have a long fulfillment window, estimated between 6–12 weeks, depending on:
Production queue lengths
Volume of orders during the fulfillment period
Backer priority (Kickstarter rewards are fulfilled first)
Global supply chain or logistics disruptions
Large volume surges (as experienced during crowdfunding) may increase fulfillment times further. In extremely high-volume scenarios, delivery may extend up to 5 months, similar to the expectations set during our Kickstarter campaign.
2.2 Pre-Order Refunds
Because funds for pre-orders are immediately allocated toward production, pre-orders cannot be cancelled or refunded once placed.
Please ensure your order details are correct prior to checkout.
3. Dropshipped Miniatures & Terrain
Most physical miniatures and terrain products are manufactured and shipped by our fulfillment partners (including Only-Games and similar vendors).
3.1 Shipping From Multiple Locations
Your order may arrive in multiple packages depending on item type:
Books → USA and Europe
Box Sets → USA and Europe
Miniatures & Terrain → USA and United Kingdom
Each shipment has its own shipping charge and timetable.
3.2 Minor Print Artifacts
All minis and terrain undergo quality control, but due to the nature of 3D printing:
Minor artifacts, layer lines, or clean-up marks are considered normal and not defects.
Items are produced in premium ABS-like resin (minis) and durable PLA (terrain), and may require standard hobby cleanup.
4. Damaged or Defective Items
If an item arrives damaged, incomplete, or defective, contact us within 14 days of delivery at:
We will request clear photos of the issue.
Eligible for Replacement
Broken or missing miniatures
Misprints with major structural defects
Books with significant damage (tears, dents, crushed corners)
Incorrect items received
Not Eligible for Replacement
Minor cosmetic blemishes (surface scuffs, small scratches, slight warping)
Normal 3D-print artifacts
Damage caused by the customer
Lost packages after delivery confirmation by carrier
Replacement Process
If a defect is confirmed:
We will reprint and replace the affected components at no cost.
Replacement timelines vary by partner workload.
Pelican House Games may deny replacement if adequate evidence is not provided or if the claim falls outside policy boundaries.
5. Orders Lost or Damaged During Shipping
Once your order is handed to the shipping carrier, it becomes your property.
Pelican House Games is not responsible for carrier mishandling, delays, theft after delivery confirmation, or customs processing issues.
That said, we will assist you in filing a claim with the carrier if available within your region.
6. Customs, Duties & Import Fees
Because we ship directly from multiple production points rather than regional hubs, you may be responsible for customs, taxes, duties, or import fees based on your country’s regulations.
These fees are:
Not collected by Pelican House Games
Not included in the product or shipping price
Non-refundable
The sole responsibility of the customer
Some small or low-value packages may clear without fees, but this varies by region.
7. Cancellations
Once an order is placed:
It cannot be cancelled, modified, or refunded.
This includes pre-orders, dropshipped items, and in-stock items.
Please verify your contact information, shipping address, resin preferences, and order contents before finalizing your purchase.
8. Failure to Complete Required Surveys or Pledge Manager (if applicable)
For Kickstarter-related orders (including late pledges or post-campaign pre-orders):
Failure to complete required checkout surveys, shipping selections, or add-on confirmations may result in forfeiture of your order.
Unconfirmed pledges or unallocated credits after deadlines become non-refundable.
9. If Pelican House Games Cannot Deliver Your Product
In the extremely unlikely event that we cannot deliver a product due to manufacturing failure or company insolvency:
Pelican House Games will issue full refunds for any undelivered physical goods.
This clause applies only if we are unable to fulfill—not if a customer fails to complete required steps or declines to pay shipping/customs.
10. Contact Us
If you have questions or concerns about this policy, please contact:
Pelican House Games
Email: contact@pelicanhouse.games
We will do our best to respond within 2–4 business days.