Refund policy

We want you to love what you get from Magpie Games and we work hard to make sure your order arrives safe, sound, and full of storytelling magic. That said, we know things don’t always go according to plan. This policy outlines how we handle issues like damaged products, incorrect orders, and other weirdness.

We're a small-but-mighty team (not a warehouse empire), so our policies aim to balance great customer care with keeping our operations sustainable.

Take a look through the policies below. If you still need help, go ahead and file a claim here.

The Short Version

Damaged or incorrect item? Let us know within 3 business days of delivery (with photos) and we’ll sort it out.
Changed your mind? We don’t accept returns unless there’s a special reason.
Didn’t receive your order? We’ll work with you to figure out why, and take whatever steps we can to resolve the issue.
Entered the wrong address? We can’t cover reshipping costs in that case. Please double-check at checkout!
Want extra protection on your order? Consider adding our Premium Protection Insurance!
Frustrated and want to vent? We get it, but we also won’t allow aggression or abuse against our team.
Not sure what to do? Reach out. We’ll take a look and do our best to help.

What to Expect from Shipping

We do our best to get your games out the door quickly so they can get to your table as soon as possible! Here’s what you can expect:

Domestic orders typically ship within 5–7 business days
International orders usually ship within 7–10 business days, depending on your region
We currently do not ship to: Africa, South America, the Middle East, Central Asia (e.g., Kazakhstan, Uzbekistan), or Eastern Europe (e.g., Russia, Ukraine, Belarus)

If you haven’t received a shipping confirmation within 10 business days, feel free to reach out to us at info@magpiegames.com- we’re happy to help.

Preorders

Preorder items will ship according to the estimated timeline listed on the product page.If your order includes both preorder and non-preorder items, everything will ship together once the preorder is ready.

Want your non-preorder items sooner? Just place a separate order, and we’ll ship them out on the regular schedule.

Damaged or Defective Items

If your order arrives looking less-than-perfect, let us know right away. We consider an item damaged if it has noticeable issues like big dents, deep scratches, or bent corners. Defective items are ones that have issues from manufacturing like misprints, missing pages, or binding problems.

To report a damaged item, file a claim within 3 business days of delivery and include:

A photo of the shipping box (not needed for defective item claims)
Clear photos of the damaged/defective item(s)

Note: Minor wear (like small corner dings or slight scuffs) may not qualify for a full replacement, but we’ll review on a case-by-case basis and may offer a partial refund or discount depending on the severity.

Because shipping books always carries a bit of risk for small imperfections, we recommend visiting your local game store if you're a collector or looking for a pristine, shelf-perfect copy.

Missing or Incorrect Items

If something’s missing or not what you ordered, we want to fix that. Please file a claim within 3 business days of delivery and include:

A photo of everything you received
Your order number

We’ll investigate and make it right. In most cases, we’ll send out replacements for missing or incorrect items but depending on shipping logistics or product availability, we may issue a refund instead.

Lost in Transit

A Lost in Transit order is one that’s been marked as fulfilled in our system but, for one reason or another, never made it to you. We will accept Lost in Transit claims up to 14 calendar days after the last tracking update.

Here’s how we handle it:

If the address entered was incomplete or incorrect, we can’t replace the order or cover additional shipping costs.
If it was sent to the correct address but still shows as Delivered and didn’t arrive, we’ll help you open an investigation with the courier.

Please note: if this investigation deems that an order was lost or stolen, we’ll do our best to be fair in resolving the issue. However, we can’t take responsibility for lost or stolen packages. To help avoid these situations, we recommend keeping an eye on your tracking information and choosing a secure delivery location whenever possible.

If your order was not marked as Delivered and there’s been no movement on the tracking for 7+ business days, we’ll file a claim and work with you on next steps.
If the order is returned to us by the carrier due to an address issue or failed delivery attempts, we’ll contact you. You’ll have the option to pay for reshipping, or we can refund the order minus the original shipping costs. If the order is returned to us for reasons not listed here, we will investigate the issue and contact you to work out a solution.

Kickstarter Claims

We accept claims related to Kickstarter orders for up to one year from the date we began shipping rewards. This timeline is based on the first day fulfillment started (not the day your specific package shipped).

If you’re experiencing an issue with your Kickstarter order, please refer to the relevant sections above (like Damaged Items, Missing Items, or Lost in Transit) to determine when and how to reach out. Please note that claims windows for individual issues still apply and any claims made outside those windows will be subject to reshipping fees.

For Kickstarters that included coupon codes for our webstore, those codes will remain valid for up to one year from the date they were sent to backers.

Change of Mind / Unwanted Items

We don’t accept returns or issue refunds on items (including digital products) simply because you changed your mind. Most of what we sell (like books and boxed sets) can’t be resold once opened or returned damaged. If you believe your case is an exception, reach out and we’ll see what we can do.

Any return must be approved by our support team, and all items must arrive back in sellable condition. We do not offer refunds for opened or damaged products.

Premium Protection Insurance

Want a little extra peace of mind with your order? Premium Protection Insurance is an optional add-on that gives you extended protection in case something goes wrong during shipping.

Customers who purchase Premium Protection Insurance receive the following benefits:

Extended claims window
- For damaged, missing, or incorrect items: You have 14 days (instead of 7) from delivery to report an issue.
- For lost in transit or returned to sender: You have 20 days (instead of 10) from the last tracking date to file a claim.
No reshipment fees
- If your order needs to be resent due to an approved issue, we’ll cover the shipping costs. Please note that replacement packages sent to international countries may still be subject to your country’s customs fees or taxes.
Up to two reshipments allowed
- If a replacement goes missing again (hey, it happens), we’ve got your back- up to two reshipments per eligible claim.

Premium Protection can be added to your order at checkout. If you're ordering a gift or just want a little extra coverage, it’s a great way to ensure a smoother resolution if the unexpected happens.

Respect & Communication

We’re a small company made up of real people who care deeply about the work we do and about each other. We strive to treat every customer with respect, and we ask for the same in return.

We greatly value the mental health and wellbeing of our team, and as such, we reserve the right to stop engaging with customers who are overly rude, aggressive, or abusive, with or without a resolution to their issue.

We’re always happy to help but kindness is a two-way street.

Thanks for supporting Magpie Games. We’re honored to be part of your gaming table.

Questions? Reach out to info@magpiegames.com and a real human will get back to you.