We are a small business based in the UK. We ship our games from warehouses in Wellingborough, UK (run by Transglobal), Dronten, Netherlands (run by Meeples), Knoxville, TN (run by Studio 2 Publishing) and New South Wales, Australia (run by Aetherworks) to fulfil all our orders. That means all our products are shipped from a variety of locations globally.
We aim to process all orders within 2 working days, but at busy times it can take longer. For Canadian orders in particular, order processing can sometimes take up to 5 working days, as those orders ship internationally on a set schedule. From that point on, items are normally dispatched from our warehouses within 2 working days.
We now ship to EU customers from an EU warehouse, so all import duties and taxes are already covered. If you’re an EU customer who has been charged duties for importing our books, please get in touch with us and we will refund the charges.
If you need something delivered urgently, please get in touch by emailing admin@rowanrookanddecard.com and we will try to expedite the delivery.
If your product goes missing in transit or is damaged, please let us know so that we can investigate and, if necessary, send out replacements. We want you to be completely happy with what you’ve received and we appreciate the chance to make things right if your delivery isn’t perfect. In order to best help us raise the issue with our warehouse teams and the International couriers, where possible, please can you provide us with the following information:
Damaged ITEMS
Sometimes games can get damaged in transit. You can start a damage claim process with us by emailing admin@rowanrookanddecard.com with the information below. If your game is damaged when it arrives, we’ll do our best to make it right and either replace it or offer financial compensation.
So that we can do this, we ask you to help us claim from our couriers if the damage has been caused by rough handling. For most territories, we can only start a successful claim within 7 days after the last scan by the courier. In order to ensure the best success raising this claim we need your order number (or your Backer ID and Project Name if this was a crowdfunding campaign) and the following pictures:
- A picture of the complete exterior of the parcel on which the package label is clearly visible.
- A picture taken from the top of the opened package, in which the contents and inner filling of the package are clearly visible.
- A picture of all types of inner filling in the package.
- A picture of the entire scope of the article.
- A detailed picture / close-up of the specific damage to the content.
While we are processing your claim with the courier, please hold the relevant parcel (and packaging) at your delivery address. In very rare circumstances the courier company may contact you to request to inspect it at your address.
Lost PARCELS
Sometimes parcels can get lost. We ship all our parcels with tracking, but we can only usually start to trace lost parcels if tracking has not been updated for 28 days. If you’re worried your parcel is lost or is significantly delayed in transit, please email us with your order number at admin@rowanrookanddecard.com.
For EU customers, if you suspect your package is lost, we almost always need to ask you to help us fill in a DOR-document as soon as the parcel is deemed lost. Often, the process of flagging a lost package with our courier will shake it loose in the system and the courier will try to track a lost parcel for up to 2 months after an inquiry is raised. RRD will manage this process with our global warehouse partners. While we are waiting, depending on the information provided by our couriers, we may explore other ways to ensure you receive your package