FAQ

UPDATE ON ORDER PROCESSING & SHIPPING 

Domestic Holiday Shipping Carrier Delivery Cut-off

We continue to see carrier network congestion so in order to have the best chance of a Christmas Delivery, it is recommended that orders are place no later than December 10th.

*We do not provide holiday shipping carrier deliver cut-offs for international deliveries. 

INTERNATIONAL SHIPPING ISSUES

Issues persist with the supply chain due to COVID-19 and EU's VAT rules. While we remain committed to continuing the necessary safety measures needed to ensure full compliance is being adhered to, we advise considering the standard shipping option at checkout, since expedited and/or next-day services will likely be interrupted and inconsistent with the expected delivery dates that are normally specified.

In addition, due to weight limitations, we are unable to ship orders to certain destinations worldwide. Customers may receive an error message during checkout, and this is because the order's total weight exceeds the shipping parameters. 

All COVID-secure guidance steps and processes are being updated accordingly, in order to avoid compromising the health of our fulfillment center team as they strive through these changes during this peak season. 

We thank you for your ongoing support and greatly appreciate your patience as we navigate through these unprecedentedly challenging times together!

Shipping

How much does shipping cost?

The rate may vary depending on the weight of your package, your shipping destination, and the shipping option you choose for your order. The precise rate will be calculated automatically and displayed during the checkout process.

Tax ID Requirements for Shipments to Brazil (Updated June 16, 2021)

Orders with shipping addresses to Brazil must include the customer's/recipient's Tax ID number for customs declarations before shipments can be cleared. Please keep in mind that shipments missing this information will be subject to return back to the sender or disposal by Brazilian Customs.

General Note

Customers will have 45 days from the confirmed ship date to inform support, via the web form, of an order that has not been received or updated to reflect as "delivered". We are unable to facilitate alternative solutions such as providing a replacement or refund on inquiries we receive after this timeframe.

We strongly advise that you monitor the tracking information closely once your order is confirmed "shipped" in order to ensure that the dispatched shipment is eligible to be filed as a claim/investigation with the carrier responsible.

If you have not received a tracking number, please make sure to contact us.

GUIDE TO THE NEW EU VAT SCHEME (Effective July 1, 2021)

As of August 5th, Critical Role will collect VAT for shipments into the EU on physical goods under €150. We will collect VAT from the buyer at the time of purchase so the customer will not have to handle this when the order enters the country. For orders above the consignment value of €150 Critical Role will not collect VAT, and the buyer will have to pay it on the shipment delivery.

To see your country's standard VAT rates in the EU, click here

For all other international orders:

International orders may be subject to customs duties/fees, which we have no control over. Please check with your local customs or postal authority for more specific information about these fees.

General

Do I need an account to place an order?

You can make purchases as a guest, but you can also create an account in order to access your order history, track your orders, save your shipping address, and securely store your billing information to facilitate the checkout process. 

How secure will my data be if I create a Critical Role UK Store account?

Any personal data collected and/or processed in connection with your use on the store will be subject to our Privacy Policy.  We maintain physical, technical, and administrative safeguards to ensure the protection of your data.

I've purchased products on the Critical Role US Store in the past; will my details transfer over? 

Your order history unfortunately will not transfer over, but it won’t be lost either. Your order history will still be saved on the US Store and will be accessible by logging in to the US version (shop.critrole.com) of the site.

Can I still shop on the Critical Role US Store?

All customers are still eligible to shop on the Critical Role US Store, however, orders may be subject to import duties and custom taxes depending on your country of delivery as well as longer shipping times.

Purchasing

Which payment methods are available on the Critical Role UK Store?

Common payment methods such as PayPal and major credit cards like VISA, Mastercard, and American Express are available.

Where will my order be shipped from?

Critical Role UK Store products are shipped from our facility in the United Kingdom, which has a separate inventory from the Critical Role US Store.

What if a product I want is available on the Critical Role US Store but not the Critical Role UK Store?

Due to separate inventories, some products may be available on one site and not the other. We'll be adding new items to the Critical Role UK Store regularly, and if an item you’re interested in is not currently available on the Critical Role UK Store, you may purchase it directly on the Critical Role US Store (import duties, customs, and taxes may apply).

Can I use my gift card from the a different (US, CAN, AUS) Critical Role store?

Gift cards can only be used in the store they were purchased in.

Does my gift card from the UK Critical Role store expire?

No.

Refunds & Returns

How can I report an issue with my order (defect, exchange, refund request, etc.)? 

Please check our Terms of Sale and contact our Customer Support team at support@critrole.com for help.

Customers are responsible for the associated shipping amount (cost to ship) and understand this is a non-refundable charge when placing online orders. Delivery failures determined by third party shipping services due to errors found upon dispatch to the shipping address will be returned to sender (i.e. incorrect address/invalid address/multiple delivery attempts)

Please be advised that any requests for returns/exchanges shipped without prior notice received will NOT be honored. Returns and Exchanges that are not received in their original packaging may be subject to a restocking fee

Can I cancel or return my order if I change my mind?

If you are a resident of the European Union, you have the right to withdraw your purchase request within 14 days of receipt of your order without stating any reason. Please refer to the “Right of Withdrawal” section in the Terms of Sale for more information on how to exercise this right.

Preorder Products

How does preorders work?

When you preorder an item on the Critical Role UK Store, the payment is processed immediately, and the item is delivered to you once stock is available (within the timeframe stated in the product description).

You have the right to cancel your preorder and request a refund before the product is shipped. Once the product has been shipped, if you are a resident of the European Union, you have the right to withdraw your purchase request within 14 days of receipt of your order without stating any reason. Please refer to the “Right of Withdrawal” section in the Terms of Sale for more information on how to exercise this right.

Can I change my preorder from the Critical Role US Store to the Critical Role UK Store?

You can cancel the US preorder and place a new one on the Critical Role UK Store (as long as stock is available). This is only possible if the order is still pending and has not shipped yet. 

Note: We recommend you complete the new preorder, and that stock is available, before canceling your original order.

Promotions

Are promotions available on the Critical Role US Store also valid on the Critical Role UK Store?

Local promotions are subject to specific conditions that may not be mirrored on both sites, therefore we cannot guarantee that the same promotion will be offered in both regions simultaneously. If you wish to benefit from a specific promotion, please place an order on the Critical Role store offering that promotion.

I received a Critical Role US promotional code; can I use it on the Critical Role UK store?

Promotional codes only apply in the region where they’re issued. Therefore, a Critical Role US Store promotional code can’t be redeemed on the Critical Role UK Store.

KICKSTARTER REWARDS

The first phase for the Legend of Vox Machina Kickstarter rewards are going out to backers in the UK. Below are the rewards going out to our backers:

Adventurer Rewards

This rewards package contains all physical rewards for The Legend of Vox Machina backers at the ADVENTURER ($50) tier. Contents include:

  • Campaign-exclusive 8x10 limited edition production art print (unsigned)
  • The Legend of Vox Machina sticker set

Guardian Rewards

This rewards package contains all physical rewards for The Legend of Vox Machina backers at the GUARDIAN ($100) tier. Contents include:

  • Campaign-exclusive 8x10 limited edition production art print (unsigned)
  • The Legend of Vox Machina sticker set
  • The Legend of Vox Machina set of playing cards
  • The Legend of Vox Machina dice set with a vegan leather dice bag and an extra d20 (extra d20 unlocked after the $2.5 million stretch goal was met)
  • The Legend of Vox Machina Crew Beanie (unlocked after the $1.5 million stretch goal was met)

Fighter Rewards

This rewards package contains all physical rewards for The Legend of Vox Machina backers at the FIGHTER ($200) tier. Contents include:

  • Campaign-exclusive 8x10 limited edition production art print (unsigned)
  • The Legend of Vox Machina sticker set
  • The Legend of Vox Machina set of playing cards
  • The Legend of Vox Machinadice set with a vegan leather dice bag and an extra d20 (extra d20 unlocked after the $2.5 million stretch goal was met)
  • The Legend of Vox MachinaCrew Beanie (unlocked after the $1.5 million stretch goal was met)
  • The Legend of Vox Machina campaign-exclusive Trinket plushie
  • Vax's Dagger Dagger, Dagger Letter Opener Set (unlocked after the $3 million stretch goal was met)

Slayer Rewards

This rewards package contains all physical rewards for The Legend of Vox Machina backers at the SLAYER ($300) tier. Contents:

  • Campaign-exclusive 8x10 limited edition production art print (unsigned)
  • The Legend of Vox Machina sticker set
  • The Legend of Vox Machina set of playing cards
  • The Legend of Vox Machinadice set with a vegan leather dice bag and an extra d20 (extra d20 unlocked after the $2.5 million stretch goal was met)
  • The Legend of Vox MachinaCrew Beanie (unlocked after the $1.5 million stretch goal was met)
  • The Legend of Vox Machina campaign-exclusive Trinket plushie
  • Vax's Dagger Dagger, Dagger Letter Opener Set (unlocked after the $3 million stretch goal was met)
  • The Legend of Vox Machina character pin set, including Pike, Scanlan, Grog, Keyleth, Vax, Vex, Percy, Gilmore, and Trinket

Protector Rewards

This rewards package contains all physical rewards for The Legend of Vox Machina backers at the PROTECTOR ($400), DEFENDER ($500), VETERAN ($750), MASTER ($1,000), HERO ($2,500), CHAMPION ($5,000), LEGEND ($10,000), DEMIGOD ($20,000), and DEITY ($25,000) tiers.

The pilot script for backers at and above the DEFENDER ($500) tier and 18x24 signed art prints for backers at and above the VETERAN ($750) tier will each ship separately from this main rewards package.

Contents include:

  • Campaign-exclusive 8x10 limited edition production art print (unsigned)
  • The Legend of Vox Machina sticker set
  • The Legend of Vox Machina set of playing cards
  • The Legend of Vox Machinadice set with a vegan leather dice bag and an extra d20 (extra d20 unlocked after the $2.5 million stretch goal was met)
  • The Legend of Vox MachinaCrew Beanie (unlocked after the $1.5 million stretch goal was met)
  • The Legend of Vox Machina campaign-exclusive Trinket plushie
  • Vax's Dagger Dagger, Dagger Letter Opener Set (unlocked after the $3 million stretch goal was met)
  • The Legend of Vox Machinacharacter pin set, including Pike, Scanlan, Grog, Keyleth, Vax, Vex, Percy, Gilmore, and Trinket
  • The Legend of Vox Machinawaxed canvas messenger bag

 

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