General information and answers to commonly asked questions on our shop and shipping policies.
My Order
Please phone us 855-NUMENERA (855-686-3637) or use our Contact Us page to let us know and we will try our best to help you before the order ships.
Yes! Add the item (or items) you’d like to purchase as a gift to the cart and proceed to checkout. Enter your billing information where indicated, and enter the name and shipping address of the gift recipient in the SHIPPING ADDRESS field. (Please note, one order cannot be shipped to multiple locations; if you want to place an order for yourself AND for a gift recipient, you will need to make two separate transactions.)
If you’ve received a promotional code, load up your shopping cart with the items you’d like to purchase, and then go to your cart (either begin the checkout process or click the shopping cart icon in the upper right of your browser window). Enter your promotional code next to the Apply Coupon button, then click that button. Voila!
Please note that using a discount coupon or promotional code is different from redeeming coupons for crowdfunding rewards. If your question about coupons is in reference to redeeming your crowdfunding rewards, please scroll down to the Crowdfunding Reward Redemption section for information.
If you are not satisfied with your purchase from the MCG Shop, you can return the new, resellable product within 30 days of purchase for a refund or exchange, less the cost of return shipping.
Once we receive the returned product, and it is determined to be in new, resellable condition, your refund or exchange will be processed within 5 business days.
Domestic customers may initiate returns here: MCG Shop Returns.
If you are outside of the United States, please use our Contact Us form to begin a return.
Returns apply to purchases made on the MCG Shop. For all matters relating to crowdfunding rewards, please use our Contact Us form.
Shipping
We generally ship products within 72 to 96 hours (3 – 4 days) of receipt of your order (excluding weekends and holidays). So, for example, if you place your order Tuesday morning, we’ll do our best to get it out by the end of the day Friday, but during times of crowdfunding reward fulfillment the process of packing and shipping orders takes longer. From that point, it depends on your location and the shipping method you choose.
DOMESTIC US SHIPPING
Basic domestic US shipping is a flat rate of $9.00 per shipment. If you choose basic domestic US flat rate shipping, we will ship your parcel to you via USPS or FedEx, at our discretion, from our fulfillment center in the US. If you wish, you can opt to purchase premium services, such as USPS Priority or FedEx 2nd Day (please keep in mind that paying for faster transit time does not always mean faster warehouse processing time during very busy crowdfunding fulfillments).
INTERNATIONAL SHIPPING
Shipping to customers in North and South Americas (outside of the United States): You will pay for shipping and choose your shipping service at checkout. Your order will be filled by our shipping center in the United States. You will be responsible for import duties, taxes, and brokerage fees (if applicable). We offer as many choices of carriers as we can for international shipping so that you have a range of carriers from which to select. You choose the shipping service during the checkout process, thus engaging in a contract between yourself and a shipping carrier, and agreeing to their fees. Please be aware that many carriers, such as FedEx and UPS, may often seem to be the least expensive international shipping choice, but they will collect their brokerage fee directly from you, the customer, at the time the parcel is delivered. We are not responsible for and cannot refund brokerage fees for any shipping carrier/courier.
Shipping to customers in the United Kingdom and European Union: You will pay for shipping at checkout and will choose between tracked shipping (more expensive, but with a tracking number) and untracked (more affordable, but without tracking). Your order will be filled by our shipping center in England, who will choose the most suitable carrier or courier (based on the parcel’s destination and your choice of tracked or not tracked) for your parcel. United Kingdom customers will not pay import duties and taxes. EU customers will not pay import duties and taxes (per our instructions, our fulfillment house is shipping EU orders as Deliver Duty Paid (DDP)). At times, some local carriers may charge brokerage fees; we are not responsible for and cannot refund brokerage fees for any shipping carrier/courier.
Shipping to Australia, New Zealand, and the South Pacific: You will pay for shipping at checkout and will choose between tracked shipping (more expensive, but with a tracking number) and untracked (more affordable, but without tracking). Your order will be filled by our shipping center in Australia, who will choose the most suitable carrier or courier (based on the parcel’s destination and your choice of tracked or not tracked) for your parcel. Australian customers will not pay import duties and taxes. New Zealand and South Pacific customers will be responsible for import duties and taxes. At times, some local carriers may charge brokerage fees; we are not responsible for and cannot refund brokerage fees for any shipping carrier/courier.
All other international customers: Orders shipping to continents/counties not listed above will will be filled by our shipping center in the United States. You will pay for shipping at checkout and will choose between tracked shipping (more expensive, but with a tracking number) and untracked (more affordable, but without tracking). Please be aware that import duties, taxes, brokerage fees, and other charges are not included in the item price nor shipping cost, and these charges are the buyer’s responsibility. We are not responsible for and cannot refund brokerage fees for any shipping carrier/courier.
Domestic orders shipped to P.O. boxes must go by USPS. (If offered as a shipping method, please note that neither FedEx nor UPS will make deliveries to P.O. box addresses.)
If you chose a trackable shipping method, you’ll get an email with a tracking number shortly after your package ships.
International shipping is expensive. We don’t have any control over international shipping costs.
- We get our rates directly from the carrier when you place your order.
- We don’t have the buying power of a huge company, but we often get better rates than is available to the general public. We pass those savings on to you.
- We simply can’t do anything about the fact that international shipping is expensive. Really. If we could, we would.
- Import duties, taxes, brokerage fees, and other charges are not included in the item price or shipping cost and these charges are the buyer’s responsibility.
Import duties, customs duty, taxes, brokerage fees, and so forth, are not included in the item price or shipping cost. You may be charged these fees by your country of residence and/or your shipping carrier.
Crowdfunding Reward Redemption
We will notify you by email when it is time to redeem your reward(s). And that point, you can log onto your already existing MCG Shop account (or create an MCG Shop account), and go to your Coupons page, where you’ll see coupon code(s) that make your reward(s) free on the MCG Shop. You then decide when to redeem your rewards, and—if your rewards include physical products—to what address you’d like them shipped.
For a step-by-step look at the process (including screenshots), please see How to Claim Your Crowdfunding Reward.
Since we fulfill rewards through the MCG Shop, you always enter your most current shipping address at the time you redeem your rewards, so there’s no need to inform us when you move (unless you are inviting us to the house-warming party, of course!).
We guarantee a print product will be in stock for you as one of your rewards for up to one year after the product’s release date.
PDFs and eBooks
Absolutely. Simply log into your My Account page, and you’ll see a list of all the PDFs you’ve purchased. You can download any of them from there.
Yep. You can download a PDF you’ve purchased as often as you need to, to any device you own. Simply log into your My Account page, and you’ll see a list of all the PDFs you’ve purchased. You can download any of them from there.
My Account
If you read this FAQ, you’ll see that a lot of issues are solved by logging into your My Account page—but you can’t do that if you don’t have an account. For example, if you purchase a PDF and need to re-download the file, you can only do that if you have an account on our site.
You can log into your My Account page to review and change any of the info you’ve provided us.
If you need to make a change to an order you’ve already placed, it must be done by the end of the same business day, or it will be too late to change the order. If that happens, contact us at 855-NUMENERA (855-686-3637) or at support@montecookgames.com. Please put MCG Online Store Urgent Issue in the subject line of your email.
Simply log into your My Account page, and you’ll see a list of your past purchases.
No, we don’t store your credit card details—they’re kept by Stripe, the company that processes credit card purchases at our store. Stripe is a major credit card processing company with major-league security. Your credit card data isn’t stored on Monte Cook Games’s servers.
That said, if you’re still uneasy it’s simple enough to tell Stripe not to keep your info. Simply log into your account on our site, and go to your My Account page. Click the Delete button next to your credit card, and Stripe will delete those details from their records