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With the spread of COVID-19, online shopping continues to rise dramatically, and we are experiencing a variety of supply chain disruptions and delays. In addition, our fulfillment partners' operations have shifted in order to implement increased cleaning and sanitation protocols as well as prioritize orders for household, safety and medical essentials (as we're not their only customer). As a result, our order processing timelines have been extended. Here’s what you will experience…
That said, you can still contact us if you have any issues with your products. We will continue to process product replacement requests and send the items out as soon as we safely can.
Thank you for being patient and understanding as we navigate this; the health of our community, our partners, and our team are our highest priority and we're doing our best with the resources at our disposal. Please stay safe!
While it's impossible to create a policy that covers every possible scenario, there are humans on the other side of the support queue, and we strive to provide the best help we can. If you have any questions not covered in the policy documentation below, please contact us – while we're a small team, we answer support emails throughout the week and will reply as soon as we're able! :)
To make sure that we handle every refund, return, or exchange with reasonable fairness, we cannot accept a return or exchange in certain situations, including:
If you need a full or partial refund for your shop order, please contact us so we can review your request and see what you're eligible to receive.
Please note that if any digital products included in the order have been downloaded, we can only offer a partial refund (the Strongholds & Followers PDF is worth $20.00 USD and the Kingdoms & Warfare PDF is worth $25.00 USD, so your refund would be reduced by that amount).
If you need to return your order or any of the products within it for a refund or exchange, please contact us first so we can alert the fulfillment team to expect your package and how to proceed with processing it. If you don't first contact us, we can't guarantee that you'll receive a replacement or be properly refunded.
If you purchased a PDF of one of our books and would like to pay the difference (plus shipping and any applicable taxes), please also contact us and we'd be happy to help you with that.
Once an order has shipped (usually 24-48 hours after it's been placed), we don't have the ability to cancel an order. If you haven't received a shipping notification yet (usually in cases where an order contains a preorder item that isn't currently stocked) and you'd like to cancel it, please contact us with the following information so we can process your request:
Most orders ship within 24-48 hours, and as we only have a small team of folks who check our support inbox throughout the week, usually orders have shipped by the time we're able to respond.
However, it never hurts to message us if you need assistance with your order, such as realizing it's going to the wrong shipping address or you meant to order a different item. We'll find a way to help you! :)
At this time we are unable to ship products to American Samoa, Central African Republic, Comoros, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Kiribati, Marshall Islands, Mayotte, Micronesia, Myanmar (Burma), Nauru, Niue, North Korea, Northern Mariana Islands, Palau, Russia, São Tomé & Príncipe, Sierra Leone, Solomon Islands, Somalia, St. Helena, St. Pierre & Miquelon, Sudan, Syria, Tajikistan, Turkmenistan, Tuvalu, U.S. Virgin Islands, Yemen.
If you live in one of the countries above and are not currently under any US sanctions that would prevent shipping to your country, please contact us to let us know which products you're interested in and your shipping address so we can follow up with our fulfillment partner to see what's possible.
You may also be able to use a "proxy shipping" service based in a supported country in order to receive your pledge rewards. A reddit user, FluffyCookie, mentioned them in our Kickstarter announcement thread and we've seen a handful of customers use them with success:
So there are these companies that are specialized in this kind of thing. You basically register at them and they give you a temporary address (which is basically just a mailbox) at one of their facilities. Then whenever you have gotten all of the stuff delivered to your mailbox that you want, you tell them to ship it to you and they'll figure out the rest. (I've done it once before and it didn't cost anything to register, just to have them mail the things to you).
Please note that MCDM cannot facilitate this service, but we wanted to mention it in case you wanted to do the legwork and see if it's a workaround you'd like to employ! In some cases, the proxy shipping company may need documentation to help your order get through Customs (typically a packing slip, commercial invoice, and/or order invoice), so please get in touch with us and we'll try to help you as quickly as we can.