Shipping
We will charge shipping after the Kickstarter concludes based on the actual costs incurred to ship. Payment will be collected via the Hive Pledge Manager after the campaign. Shipping costs vary widely based on where you will receive your reward. Unfortunately, a one size fits all price isn't manageable.
Customer is responsible for all VAT or other customs taxes.
Risks and challenges
PLEASE READ THIS SECTION CAREFULLY BEFORE PLEDGING TO THIS CAMPAIGN.
PRODUCTION RISKS
Even though we do our best to ensure a quality product and a timely production, there is always the risk of delays. Supplier shortage, holiday traffic and weather conditions are just a few of the reasons a production could be delayed. Oregon Arcana should not be held responsible for delays caused by third parties. In addition, some of the items shown might differ from the final product due to supplier/manufacturer limitations.
DELIVERY DATE
We want your pledge to be delivered on time as much as you do; however, history has shown that despite the best laid plans there is always a chance of delay. The estimated delivery date displayed in this campaign, refers to the start of the delivery process. We deliver pledge rewards all around the world; therefore, it is unlikely all backers will get their reward at the same time.
We will keep backers updated on the delivery process by posting in the project's main comments section and through Kickstarter Updates.
DELIVERY ADDRESS
After this campaign, you will be asked to complete a survey in the Hive Pledge Manager. This will confirm the items in your pledge and your shipping information. Keep in mind that your pledge may be shipped sooner or later than the estimated delivery date. Please give us a mailing address that will not change. For example, if you think you may be moving to a new house, please give us the address of a friend or relative to ensure successful delivery.
SHIPPING
Please read the Shipping section above.
PLEDGE FULFILLMENT
Please note that your pledge may be delivered in multiple packages. This is done due to weight limitations for group shipments. Although the items in your pledge are scheduled to ship at the same time, there is always a chance they will arrive on different dates.
UNDELIVERED ITEMS
Oregon Arcana can not be held responsible if you did not receive your pledge due to backer's fault (eg. you submitted an invalid mailing address, did not claim a delivered package in time and it was returned or stolen, etc.). However, in these special cases, we will do our best to find a solution for you to receive your pledge.
REFUNDS
During the Kickstarter campaign, you can cancel your pledge at any time without charges. If the campaign reaches its funding goal, Kickstarter will charge your credit card once the campaign ends. You will also need to pay the shipping costs in the Hive Pledge Manager after the campaign.
After the Kickstarter campaign, the following refund rules apply:
- If project fulfilment hasn't started, you will get 90% of your total amount pledged (in Kickstarter and/or the Pledge Manager).
- If your package is on its way or it has been delivered, you are not eligible for a refund.
- If you did not complete your pledge manager and project fulfilment has finished, then you forfeit your right for a refund.
- Refunds will be sent via PayPal, so you will need to provide a valid PayPal account.
PLEDGE MANAGER
It is extremely important to fill in the Hive Pledge Manager and to submit on time.
Why is it so important to complete the pledge manager?
- If you do not fill out the pledge manager, we will not have your shipping information to send you your pledge.
- If you do not fill out the pledge manager by the closing date, you may miss the mass shipping process and have to pay extra shipping to receive your pledge.
- If you do not fill out the pledge manager and fulfillment starts, we can not guarantee we will have all of your items available.
FAILURE TO COMPLETE THE PLEGE MANAGER ON TIME
If two months pass after campaign fulfillment is complete, and you have not communicated with us during that time to explain your situation, you forfeit your pledge.
After the campaign (usually after 4 to 8 weeks), we will send you an email with the Hive Pledge Manager invitation and links. The invitation will go to the email you have linked to your Kickstarter account. It is your responsibility to check your inbox. We will also post Kickstarter Updates and send a private direct message to you through Kickstarter, so you will have ample warning about when the Hive Pledge Manager opens and when it will close.
If you do not receive the Hive Pledge Manager invitation and you have seen that the pledge manager is open, you can login to your Hive Pledge Manager account to submit your information or contact our Support Team (connect@draw20.net) for help.
We do our best to help and to resolve outstanding cases, but two months after fulfillment is complete, you forfeit your pledge and the right for a refund.
MISSING/DAMAGED ITEMS
When dealing with a large number of pledges, there is always a chance that errors will occur.
For this reason, make sure to open your pledge and confirm its contents as soon as you receive it. If there is a missing item or something damaged that affects gameplay, we will do our best to help.
We will send replacement and missing items in batches, depending on availability, at no cost to the backer, as long as the request is made within one month of the completion of project fulfilment. Each backer is entitled to one such free shipment. If you make a request, we ship it, and then you find out that there is another item needed, you will have to pay the shipping cost for the second shipment.
Please note, if you request replacements for damaged or missing items, more than one month after project fulfilment is complete, we can not guarantee we will have the items. If we do have your requested items, you will have to pay the cost to ship.
If you receive your pledge and find that there is an item missing or damaged, please open a ticket through the Hive Pledge Manager Customer Support system:
1. Login to your Hive Pledge Manager account (www.hiveinteractive.net)
2. Click “I'm a Backer”
3. Click the “View Details” button on the relevant project
4. Scroll down until you see “Contact Support” in the Pledge Information column on the right.
5. Click the Contact Support button and open a New Support Ticket using the relevant drop down menus.
When filling out the form, make sure to include photos of what you received, including packaging. This may sound strange (especially for missing items), but it helps us determine where the error occurred. In some cases, we will need to file a claim with the courier company.
The game box is considered part of the game's protective packaging. If you receive your game with a game box that is dinged or dented and you feel you need a replacement box, we will do our best to help; however, we can not guarantee we will have a replacement box available and, if we do, you will have to pay the shipping cost.
For larger repairs or for anything that affects game play, please submit your information by opening a ticket through the Hive Pledge Manager customer support system.
Please note, we ship replacement and missing items in batches, depending on availability.
REPLACEMENT DEADLINE
We accept replacement requests up to 3 months after the game has been delivered. After that time, we can not guarantee that parts will be available. If the replacements are available, you will have to pay the shipping cost.
BACKER RESPONSIBILITY
It is your responsibility to review and understand the Risks and Challenges of this Kickstarter campaign.
It is your responsibility to check the Kickstarter campaign's updates and the private messages we send you.
It is your responsibility to fill out the Hive Pledge Manager ON TIME.
It is your responsibility to access the Hive Pledge Manager platform and check for any updates on your Customer Support Tickets.
If you have a Customer Support Ticket open in the Hive Pledge Manager, do NOT rely on email notifications about your ticket. Emails can end up in spam, you may lose access to your email account, or something else could go wrong. We record EVERYTHING in the Hive Pledge Manager platform. If you have an open ticket, you need to access it regularly and make sure that there are no actions that you need to take.
UPDATES
Through this campaign you may receive updates on Oregon Arcana's other upcoming projects. Such updates will be rare.
BY PLACING A PLEDGE ON THIS CAMPAIGN, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTAND AND ACCEPT THE RISKS AND CHALLENGES STATED IN THIS SECTION.
Thank you for your support!
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