Shipping Policy

Orders Eligible for Shipping

This policy applies to products available for shipping. Preorders and products designated In-Store Pickup Only will not be shipped.

Please review our Pre-Order Policy and Order Limits, Pickup & Cancellation Policy for those orders.

Order Processing

Orders eligible for shipping are processed in the order received and typically ship within 3 business days of being placed.

Processing may take longer because of store closures, inventory discrepancies, or other fulfillment complications. If we cannot ship within the promised timeframe, we will communicate the delay and provide revised estimates, cancellation options, and refunds as required by applicable law.

Shipping and Delivery Estimates

Delivery estimates shown on our website or at checkout reflect the shipping carrier’s expected transit time. They are not guaranteed arrival dates unless the selected service expressly includes a delivery guarantee.

Carrier delays, weather, and service disruptions may affect delivery. Processing time occurs before carrier transit time. These estimates do not limit your rights under applicable law.

Shipping Methods and Substitutions

We normally ship using the method selected at checkout.

Occasionally, we may propose an alternative carrier or service because of availability, shipping costs, or delivery considerations. We will communicate the proposed change before shipment, including any material difference in delivery estimates, tracking, or insurance.

You may accept the proposed change or cancel the affected unshipped order for a full refund without a cancellation fee. We will not collect additional shipping charges without your approval.

Tracking and Insurance

Tracking and insurance depend on the service selected. Standard or economy services may offer limited or no tracking or insurance. Expedited services include tracking and insurance coverage.

Choosing a service with limited tracking or insurance does not waive rights provided by applicable law.

Lost, Damaged, or Delayed Shipments

If your shipment appears lost, arrives damaged, or experiences a significant delay, contact office@keystonegames.net with your order number and a description of the issue.

For damaged shipments, retain the item, shipping materials, and packaging, and provide photographs where possible. These may be needed to investigate or support a carrier claim.

Keystone Games will help investigate the shipment and coordinate any carrier claim, or assist you where the carrier requires action by the recipient. We will review the circumstances and provide an appropriate resolution consistent with applicable law, which may include replacement or refund.

A carrier delay alone does not automatically establish that a shipment is lost. However, a carrier investigation will not extend any legally required refund deadline.

Cancellations and Returns

Customer-requested cancellations before shipment are governed by our Order Limits, Pickup & Cancellation Policy.

No cancellation fee applies when Keystone Games cannot fulfill the order, when you decline a shipping substitution we propose before shipment, or where a full refund is required by law.

For merchandise received, review our Returns & Refunds Policy.

Contact

For shipping questions or assistance:

Email: office@keystonegames.net
Phone: 724-970-0767

Keystone Games LLC
575 Morgantown Rd. Suite 880
Uniontown, PA 15401

Nothing in this policy limits rights provided by applicable law.