Customer Service

Simon Rogers | September 17, 2013 | Comments Off on Customer Service

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

If the password reset isn’t working, it’s likely you haven’t yet registered for a bookshelf. You need to register for a bookshelf, even if you’ve ordered from us before. Click on this link and register for a bookshelf with your order email address address. You’ll be able to log in and access all your historic orders, and reset your password if you need to.

I haven't received my order email

You should receive a confirmation email from us within 15 minutes of placing your order (you may need to check your spam folder). If you haven’t received your email, you can still confirm that your order has been placed by logging into your bookshelf (you will need to register here first if you haven’t already) and retrieving your order details and PDF downloads.

I haven't received my physical order

  1. Log in to your bookshelf, and the order should be there. Click on the order to see its status.
  2. If your book is on pre-order, first see Pre-orders below to get the shipping date.
  3. 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

Please email support with the details and we’ll sort you out. Please include photos of the damage so that we can feed this back to our shippers and printers.

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.

The Yellow King Shipped Dec 2019 Shipped Oct 2019

 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?

When you place an order, anything we have in stock will go out straight away. We will ship out pre-ordered books will ship out when they are released . Your tracking will not be updated (sorry – a technical issue) but you can see which pre-orders have shipped here.

PDFs

How do I retrieve the PDFs I purchased from your store?

You can download your books from your Pelgrane Press bookshelf. Placing an order does not make a bookshelf – you will need to register here first. All orders placed with that email address will be available to add on the “Orders” tab. If we update the PDF, we update the link on this Downloads page.

I heard there is a new PDF of a book I have. How do I get it?

The latest PDFs are always available from the “Downloads” tab of your bookshelf.

I bought a Pelgrane print product from a store. Can I get the PDF?

We will supply PDFs free to any customers of bricks and mortar stores with proof of purchase.  If your store is a member of the Bits and Mortar program, they can supply you with the PDF free 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 bookshelf (you will need to register here first, if you haven’t already). For online discounters such as Amazon, we offer a 50% discount voucher.

One of your books is not yet available as a PDF. When will it be released?

We aim to release PDF-only versions of our print books between one month and three months after the the print version is released. We release PDFs after print versions to help retailers, maximise the sales of print books to make offset printing possible, and in some cases to maximise our revenue.

Can I email my PDFs to my friends?

No, you cannot. They need to buy their own copies.

How We Ship

How long do orders take to ship?

If your order has not reached you in the time specified below, please follow the instructions under I have not received my order.

  • 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?

When you place an order, anything we have in stock will go out straight away. We will ship out pre-ordered books will ship out when they are released, all at once. Your tracking will not be updated (sorry – a technical issue) but you can see which pre-orders have shipped here.

I live in Brazil. My order is taking a long time. Where is it?

Some orders to Brazil have taken more than three months to arrive – stuck within the Brazilian postal system. The alternative to air mail – a courier – would cost $90 or more, so we urge patience.

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.

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.

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