This page offers answers to the most common mail order store and PDF queries. So we can help you more quickly, please read the answers here before you contact us. If your question isn’t answered, please contact us at the customer service email at the bottom of this post, and we’ll do our best to help you.
We love getting emails from our customers, and we will always reply to you. We are a small company, and sometimes it takes a while to reply. We like to be fair to everyone by responding according to the send date of the email, so please allow three working days before chasing for a reply.
Our office hours are 09:00 to 17:00 (London time), Monday to Friday. Our office is closed on English public holidays.
Top Mail Order Issues
PDFs
Pre-orders
How we ship
Terms and Conditions
Top Mail Order Issues
I can't recover my bookshelf password
I haven't received my order email
I haven't received my physical order
- Log in to your bookshelf, and the order should be there. Click on the order to see its status.
- If your book is on pre-order, first see Pre-orders below to get the shipping date.
- Compare the shipping information and contact times in this table. If your book hasn’t arrived in the Contact Us time, email support at support@pelgranepress.com. Please include your current address, or we’ll have to email you back to confirm it.
Location | Method | Contact us after… | |
UK | Royal Mail First Class | 14 days | |
US | USPS Media or Priority. Some USA orders have USPS tracking numbers which become live after 24 hours. | 14 days | |
Europe | Royal Mail Airmail | 28 days | |
Rest of World | Royal Mail Airmail | 2 months | |
Brazil | Royal Mail Airmail | 4 months |
My physical order arrived damaged
I want the latest version of a Pelgrane PDF
- If you are a mail order customer, the most up to date PDF is the one available to download from your bookshelf. If we update the PDF, we update the download here.
- If you are a retail customer, and your store is a member of the Bits and Mortar program, they can supply you with the PDF for any of our products. If they are not, please email us at support@pelgranepress.com with a proof of purchase and we’ll add the PDF to your to your bookshelf (you will need to register here first, if you haven’t already). We will supply PDFs to any bricks and mortar customers. For online discounters such as Amazon, we offer a 50% discount voucher.
Pre-orders
I pre-ordered a book. What is the status of my pre-order?
We ship products as they become available, so we will ship elements of your order separately.
Anything not listed shipped out more than three months ago. Anything more recent has not yet been printed.
Recent releases are shipping out as follows. If you think your pre-order is overdue, please note the shipment date and follow the instructions under I have not received my order.
Book | US and Canada Date | Rest of World Date | Note |
Fall of Delta Green | Shipped 20th May 2018 | 1st June 2018 | |
Book of Demons | Shipped 5th May 2018 | Shipped 10th May 2018 | |
Persephone Extraction | Shipped January 2019 | Shipped January 2019 | |
Hideous Creatures:A Bestiary of the Cthulhu Mythos | Shipped 26th April 2019 | Shipped 26th April 2019 | |
Night’s Black Agents Director’s Screen and Resource Guide | Shipped 16th July 2019 | Shipped 22nd July 2019 | |
Night’s Black Agents: Solo Ops | Shipped 22nd July 2019 | Shipped 27th August 2019 | |
Shards of the Broken Sky | Shipped 29th July 2019 | Shipped 27th August 2019 | |
Even Death Can Die | Yet to ship. | Yet to ship. | |
Mutant City Blues 2nd edition | Shipped 24th June 2020 | Shipped 22nd June 2020 | |
The Yellow King | Shipped Dec 2019 | Shipped Oct 2019 | |
Book of the Underworld | Shipped 27th July 2020 | Shipped 27th July 2020 |
My order contains a mixture of releases and pre-ordered books. When will my pre-ordered books ship?
PDFs
How do I retrieve the PDFs I purchased from your store?
I heard there is a new PDF of a book I have. How do I get it?
I bought a Pelgrane print product from a store. Can I get the PDF?
One of your books is not yet available as a PDF. When will it be released?
Can I email my PDFs to my friends?
How We Ship
How long do orders take to ship?
- UK shipments: These are sent by Royal Mail from the UK and take an average of 7 days from order date, but allow 14 days for delivery. There is no tracking.
- US Shipments: These are sent from the US by USPS, either Media or Priority mail and take an average of 7 days from order date, but allow 14 days for delivery. Some US orders are tracked. The tracking number is not live for up to 24 hours after it’s posted.
- Canadian Shipments: These are sent from the US by USPS, either Media or Priority mail and take an average of 14 days from order date, but allow 28 days for delivery. These are not tracked once they reach the Canadian border.
- Other countries: These are sent by airmail from the UK and take an average of 14 days, but allow 28 days. For Brazil – allow four months. There is no tracking.
What do you do about pre-orders?
I live in Brazil. My order is taking a long time. Where is it?
Paying for your order with PayPal
If you pay for your order using PayPal, the address on your PayPal account will overwrite the address entered when checking out on the Pelgrane website. So please ensure your PayPal registered address is correct before placing your order.
The same applies to your email address; the email address registered on PayPal will overwrite the one used to place your order, if different. The order can be added to your bookshelf on the ‘Orders’ tab using your surname and order number.
Refund, Replacement and Cancellation Terms
- We don’t refund orders once delivered, unless they are in error.
- We will replace damaged books free of charge, or you can have a refund. Please email support@pelgranepress.com (click to open in your email client) with photos of the damage and we’ll sort you out.
- Physical orders can be cancelled and refunded before they are shipped, but if the book includes a download element, we will deduct the cost of the PDF version (at least 25% of the value of the book).
- Books and PDFs are not generally subject to export or import restrictions, but you must pay any local taxes or custom duties if there are any.
Known Issues
If you’re experiencing any issues with the website, webstore, placing an order or your bookshelf, please check here for details of any issues we’re aware of and working towards correcting. If your issue isn’t listed here, please email support, providing as much detail as you can, as we may not be aware of the issue.
7th December 2020 – We’re aware that a recent Chrome update has blocked downloads from customers’ bookshelves. We’re currently trying to find a way to work around this. In the meantime, if you are experiencing difficulties downloading PDFs from Chrome, please try downloading them on another browser.
Support Email
If you read the answers we have here and contact us using the links in the questions, you’ll be able to supply us with the information we need to help you more quickly. If we’ve not answered your question above, please email support at support@pelgranepress.com (click to open in your email client) and we’ll get back to you with an answer.