Shipping Policy, Return Policy, How to Get Help September 07 2014
We've posted this elsewhere, but in case you missed it, please read on...
"Two Day Shipping" does not mean two day delivery.
We cannot compete with Amazon when it comes to shipping speed. Orders from this online store are fulfilled by our warehousing partner in Fort Wayne, Indiana. The fine people there who pick and pack and ship our web orders are not there on the weekends. What does this mean for you? Say you place your order on Friday as you leave work in San Francisco. Maybe you're planning on sneaking out early to make it home sooner, so you place your order at 4:30. It's already 7:30pm at our warehouse, and no one there will see your order until Monday. Yours is not the only order awaiting them on Monday when they get back to work. Typically they will inform us that they have received and recorded the order and it will be picked, packed, and shipped within two business days from there. So, received and recorded on Monday, picked and packed on Tuesday, on Wednesday the delivery company scans the product into their system, and it's delivered safely to your doorstep on Friday, two days after it shipped.
The Reality of Pre-Orders:
Pre-orders (orders for books that are print-ready but have not yet been printed) cannot ship to you until the product is printed somewhere in the world (it depends on the printer) and shipped to that Fort Wayne, Indiana warehouse we mentioned above. If you order PDFs at the same time as you place a pre-order, you'll get access to the PDFs right away. If you order in-stock items in the same order as a pre-order item, the in-stock item will be held until the pre-ordered item is available. Especially with regard to orders shipping to addresses outside the United States, if we were to fulfill orders combining pre-ordered and in-print items as separate shipments ("split-shipping"), we would lose money on every order.
If speed of delivery for those in-print items is an issue, in-stock items and pre-order items should be purchased separately.
We'll replace defective product or product damaged in shipping, except for items in the Scratch & Dent store, which are purchased as-is. Items ordered in error can be exchanged for store credit in the form of coupons or gift certificates. PDFs cannot be returned.
How to Get Help
- If you need help with a PDF you've ordered or want to order on this site, please send a note with your order number if applicable, to pdfsupport [at] greenronin.com.
- If the problem is with a PDF you purchased in the previous version of this store, please start at https://www.greenronin.com/downloads/ and try to retrieve your download link(s). If that doesn't work, you can email evan [at] greenronin.com.
- If you have an issue with an order for physical products, or have a Green Ronin-related problem otherwise not mentioned above, you can drop a line to custserv [at] greenronin.com.
- You can also use our Contact Us page on this site for general customer service inquiries.
- If you need help with rules to one of our games, your best bet is posting in our Ronin Army community. This vibrant fan community is full of people who probably had the same questions as you at some point, and have the answers down pat. Sometimes our game designers and developers pop in there and tackle the hard questions, but no promises--they've all got a lot of work to do!
We've tried to make the Shipping and Return policies more prominent on this site, but figured it wouldn't hurt to repeat this information here just in case. We are a small company with employees across the United States (although many of us are located in and around Seattle, Washington). Sometimes we screw up, but we really do want to treat you as well as we would want to be treated in your place. Thanks for reading, and for your support.
How To Change Your Account Password February 15 2014In light of Kickstarter's recent announcement that some of their data was compromised, including encrypted customer passwords, some of you will want to change the password you used in our store system (especially if it's the same as the one you used on Kickstarter). To do so, just click on Login at the top of the page, and click "Forgot your password or want to change it?". Enter your email address on the next page, and when you click Submit it will send you an email to initiate the password change process. (The password you use in our store is securely stored by Shopify, and we don't have any access to them, encrypted or otherwise.)
Free / Discounted Shipping! December 16 2013
For the month of December, 2013, we've got some shipping deals for you.
For orders shipping to United States addresses, you can enter the code 2013FreeShipping during checkout to reduce your shipping costs to $0.00! If you're shipping outside of the U.S., we've reduced our default shipping amount for orders weighing 20 pounds or less to just $12 from $20.Thank you for your support, and we hope you have a terrific rest of the year, full of fun and games.X
Scratch & Dent November 04 2013
Hal recently stopped by the warehouse and scoped out a bunch of usable but slightly damaged books and boxed sets. We have opened up a new Scratch & Dent sale here in our Green Ronin Online Store, where you can get some great print products you may have skipped at full price, at fancy new Scratch & Dent sale pricing.
Downloads From Our Old Store September 27 2013Do you need to re-download electronic products you purchased from our old online store? Now you can! Just visit https://www.greenronin.com/downloads/ and follow the directions. Enjoy!
Quick Convention Report August 20 2013We're back from Gen Con 2013, and it was a success! Along with selling lots of books and boxed sets and copies of Walk the Plank, we are proud recipients of a Gold ENnie Award for Best Aid / Accessory for the A Song of Ice and Fire Roleplaying book Night's Watch. Also, the Dragon Age RPG episodes of Wil Wheaton's TableTop won the Gold ENnie for Best Podcast. Congratulations to our fellow nominees and winners, and huge thanks to everyone who works on, voted for, and most especially plays our products.
Gen Con 2013 August 12 2013
It's that time of year again, when most of us converge on Indianapolis for about the next week, for Gen Con 2013. If you're going to Gen Con, we hope you'll stop by to see us in booth 1703. If you won't be in Indy, please be aware that customer service responses might be delayed. We'll be back to business as usual next Tuesday.
As an added bonus, we will hopefully return to work with a plan all hammered out for a system to provide PDF download links to people who bought from our old system, and coding will commence. We are truly sorry we haven't been able to get that put together yet, and we appreciate your patience to no end.
Nothing to See Here! August 08 2013
We got a notice from Shopify about a mixup:
"Between August 08 5:30am PDT and August 08 6:55am PDT a database change prevented completed checkouts from generating their corresponding orders.
"The issue was resolved and all orders have been generated with no loss of data. We apologize for any inconvenience this may have caused."
We apologize as well, and hopefully everything has since resolved. Please do let us know if you're having any trouble.
In other news, we know it's very frustrating for those of you who bought PDFs through the previous incarnation of our online store who would like to access your downloads. We really are working on a solution, and hope to have it implemented soon.
Thank you very much!
Ronin Round Table: The New Green Ronin Online Store June 21 2013
The latest Ronin Round Table is up at GreenRonin.com, and it's all about our new Green Ronin Online Store. Hey! That's this store! Check it out:
On PDF Download Links June 19 2013
We now use a third-party service service to manage our electronic products. Because of this, there is a slight delay between placing an order that includes PDFs and you getting your download link(s). Please DO let us know if after 30 minutes you don't have your links. Links for our test orders arrived much quicker than that. Thanks for your patience! If we can speed up that process in the future, we certainly will.
As we mentioned before, links to past electronic products don't yet appear in the new system. We will get a secure page set up that lets you access those.
To find download links in the new store, just log in and click the order number to view a receipt complete with linky goodness.
Account Registration June 19 2013
We exported all the accounts from our old online store, and have imported all of them that we could into the new store. Some email addresses didn't pass validation, and any duplicate accounts using the same email address should have been consolidated into a single account. (Yes, the old store would let people register more than once with the same email address.)
In this new store, the easiest way to get switched over, if you've ever shopped with Green Ronin before, is to click "Create an account." Enter your information on the resulting page. If you get a message stating that your email address has already been taken, you can use the link to reset your password. (Really, you're creating a new password, as your old one stayed behind in the old store. Please pick a strong one.) Once you're in, please review your customer information, to make sure that you're using the best billing and shipping addresses and that all your information is correct.
If you click the box that says we can send you the occasional marketing message, we will let you know about new releases, no more than once a week. We've never sent out a marketing message before, but we plan to try it out. Rest assured, we hate spam, and will make sure you know how to unsubscribe if you change your mind.
One more thing: If you have purchased PDF products from us in the past, we still have all your order information. However, we can't transfer orders in to the new system, as it runs on completely different software and is not hosted on one of our servers. We have been concentrating on getting the new store up and running. Now that we're past that milestone, we will create a system you can use to access past download links.
Thanks for bearing with us through any confusion in this transition. We're confident it will all be for the better. (That's fancy talk for "We're really freakin' excited!") Please let us know if you have any trouble at all with the new site, or have suggestions for improvement. (We like praise, too. Praise is nice.)
And now... Game on!
Whistling Whilst We Work May 17 2013
Marc, Nicole, and Evan are hard at work transitioning everything over to our new online store. Please pardon our dust, and watch this space for the latest in Green Ronin Online Store news.
The Green Ronin Web Team