FAQ1111

Store Support

  • Please reach out to us at support@hitpointpress.com for all store order questions
  • Our support team's hours are Monday-Friday (9-5 EST)
  • We ask that you include all order details (i.e. email address, order number, photos if required) in your emails to us so we can resolve your inquiry that much faster
  • Due to the volume of tickets we are currently receiving, you can expect a response within 6-8 business days. Thank you for your patience during this busy season!

  

Kickstarter Support

 

DO YOU USE AI ART?

  • No! Hit Point Press prides itself in contracting real people to create real pieces of art for our projects.

 

ARE YOUR PRICES IN USD?

  • All prices shown on our website are generally in USD. Our website is able to convert that to display your local currency if applicable. 

 

DO YOU SHIP TO MY LOCATION?

  • We ship worldwide, excluding Russia, Belarus, and Ukraine at this time.

 

HOW LONG DOES IT TAKE FOR MY ORDER TO PROCESS BEFORE SHIPPING?

  • Orders should typically ship within 1-3 business days from when you place your order for it to be processed before it’s shipped. 
    • Note: Holidays and our current volume may result in increased processing and shipping times

 

HOW LONG DOES SHIPPING TAKE?

  • Shipping depends on the courier chosen, where you’re located, and how quickly we’re able to process your order. Most packages arrive within two weeks of their ship date.
    • Holidays may result in increased processing and shipping timelines.
  • Delivery estimates shown at checkout do not account for processing time and refer only to when the package is in transit.

 

WHAT ARE THE SHIPPING OPTIONS?

  • We offer shipping options through FedEx and USPS.

 

PACKAGES THAT HAVEN'T MOVED, OR ARE STUCK IN TRANSIT:

  • If the tracking information for your order hasn't moved within 7 business days, please contact us support@hitpointpress.com so we can look further into the status for you.

 

ARE CUSTOMS FEES/VATS INCLUDED IN THE SHIPPING COST?

  • Any additional fees incurred from a package are the responsibility of the customer and are not included in the shipping cost. 

 

WHAT IF SHIPPING IS TOO EXPENSIVE FOR MY DELIVERY LOCATION?

  • If you have a local store that is interested in carrying our products, have them reach out to us at support@hitpointpress.com! This can help with shipping costs.

 

CAN I SHIP TO A PO BOX?

  • Absolutely! Unfortunately FedEx is unable to deliver to PO boxes, so any orders placed that have delivery to a PO box and have chosen FedEx will be switched to an alternative (but comparable) delivery service (i.e. USPS or your local postal service). 

 

DO I HAVE TO INCLUDE A PHONE NUMBER TO PLACE MY ORDER? 

  • Though our store accepts orders that do not include a phone number, please be aware that the information is used by our couriers to contact you regarding your delivery.
    • Customers who do not include a valid phone number when placing their order will be responsible for any fees incurred in the event we need to reship your package. 

 

MY ADDRESS WAS INCORRECT AND WAS UNABLE TO BE DELIVERED, WHAT DO I DO?

  • Let us know at support@hitpointpress.com for store orders or kickstarter@hitpointpress.com for Kickstarter rewards! We’ll either track your package down or get your items reshipped.
    • Customers are responsible for providing us with an accurate delivery address and may be charged a reshipping fee to send their package out a second time.

 

FOR ITEMS THAT ARRIVED DAMAGED:

 

FOR MISSING ITEMS IN YOUR ORDER:

 

WHAT IS YOUR RETURN POLICY?

  • We don’t accept exchanges or returns on unwanted products and all sales are final once shipped (or distributed in the case of digital purchases).

 

IS THIRD PARTY CONTENT LEGAL?

  • Short answer: Yes!
  • Long answer: We are developing all the content within the guidelines set in the Open Gaming License, Version 1.0a, under the terms and conditions set forth in the System Reference Document 5.1 as provided by Wizards of the Coast.

 

WHY AREN’T CERTAIN CANTRIPS/SPELLS INCLUDED IN YOUR DECKS?

  • We’ve included all cantrips and spells available to us under the Open Gaming License described in the question above. 
  • We have, however, created custom Spellcraft cards that feature a blank back for you to write in whatever spell you’d like! Spellcraft cards do not directly correspond with missing cantrips/spells.

 

ARE THERE WHOLESALE OPTIONS AVAILABLE FOR STORES/DISTRIBUTORS?

 

WHERE IS MY PREORDER ITEM?

  • The expected shipping date featured on the product page are estimates only and we do not guarantee timelines.
  • Please be aware that orders that contain preorder items will not ship until everything in the order is available and will ship together.

 

HELP! MY QUESTION ISN’T LISTED HERE:

  • Contact support@hitpointpress.com (for store or Patreon inquiries) or kickstarter@hitpointpress.com (for Kickstarter inquiries) with your question!
    • Please include the order number and email address used at checkout. We’ll get back to you within 6-8 business days!