Shipping & Handling Policy
We want everyone to be happy with the products they receive from Shrapnel Games. We now offer Priority Mail (USPS Priority) service in the United States and International Priority Mail (USPS International Priority) to most international destinations. We try, but do not guarantee, to ship all orders within 24 hours, excluding weekends and holidays. Our shipping & handling charges are based on the the shippers rates to your area of your country. We reserve the right to change methods of shipping, as sometimes the shipping systems go down, or other problems arise. For other shipping methods on international orders, we have to estimate the charges involved, as they are different for almost every country. We have tried to make all S&H charges fair and reasonable. We now ship most international orders via International Priority Mail. However, on occasion, the shipping charges exceed what we charge for Shipping and Handling. If this should occur, we reserve the right to ship by a more economical method. During heavy traffic times we may also have to choose alternative shipping methods to get orders out in a timely manner. This usually entails additional costs for us, and we bare these costs.
If you choose to ship to an APO, FPO, or PO Box address we must send your order by United States Postal Service (USPS) Priority Mail or International Priority Mail for foreign PO Boxes.
We offer most game in a downloadable version in addition to a physical product. The same licensing agreement applies to downloadable games as to physical games. You can find our Software Licensing Agreement in the front of our manuals.
Or policy for downloadable games is to allow you a ten (10) day period in which to download your purchase. Please make backup copies of all downloadable games you purchase as you will not be given another download after the ten day initial download period.
You may puchase an Extended Download Service for each of our downloadable games. If you have trouble burning backups, this may be worth the small investment for you. You may find more information about the Extended Download Service in the Service category in our Products Listings. Please be aware that you will need to register an account to have access to the Extended Downloads Service.
Import Fees & Foreign Taxation
On foreign orders, in addition to our charges for shipping and handling, there may be other fees assessed, such as import fees or added taxes. These fees are beyond our control and are not the responsibility of Shrapnel Games or any of our Vendors.
US Sales & Use Taxes
Shrapnel Games is located in Hampstead, North Carolina. Therefore any product shipped within the State of North Carolina will be subject to a 7.75% sales tax. This will automatically be added onto your order. Products shipped to other states may be subject to use taxes. These are the responsibility of the end user to pay.
Our Refund & Return Policies
There are no refunds given on software orders. All software orders are final. If you receive defective media, we will replace this software on return to Shrapnel Games. All returns must be accompanied by a Return Authorization Number. Please contact Customer Support and request a Return Authorization number.
All non-software products, except custom order merchandise, may be returned if dissatisfied. The products must be returned in new, resalable, condition for a refund to be given. Custom order merchandise may only be returned if defective. All returns must be accompanied by a Return Authorization Number. Please contact Customer Support Center and request a Return Authorization number. All non-defective returns may be subject to a 10% restocking fee purely at the discretion of Shrapnel Games.
Pre-order Charges and Backordered Merchandise
All pre-ordered merchandise will be charged at the time of ordering not at the time that the product is shipped. Backordered merchandise will also be charged at the time of ordering. On rare instances, we may be unable to ship a backordered item in a timely manner. If this should occur, you may request that we credit your charge account for the amount of the item ordered plus any taxes and applicable shipping fees. Please use our Support link to request a refund in this instance.