Shipping & Returns

Dispatch

Worldwide shipping from the UK.

Orders are typically dispatched within 24 hours Mon-Fri.

There may be the odd discrepancy as I am a one-woman business, though I always try to get your orders sent out asap.

You will receive email confirmation when your item has been sent.

If you selected a tracked service, I will send a further email with your tracking link.

Shipping Options

Shipping is fulfilled by Royal Mail.

Costs and services are automatically calculated at checkout by size, weight and destination. You can choose the option to best suit you.

For the UK, most items fit into a Small Parcel. This covers up to 2KG  / 45cm x 35cm x 16cm.

For international, the Games and Enrichment deck is classified as a Parcel. The deck fits within the 250g bracket. For additional items, the price increases per 250g up to 2KG maximum. There is an economy option available, though patience will be required!

Check here to see if there is a stockist near you!

Delivery aims

UK

  • 1st Class aim: 1-2 working days
  • 2nd Class aim: 2-3 working days
  • Express & Tracked options are also available.

Europe

  • Standard aim: 3-5 working days
  • Economy aim: up to 2 weeks (Western) & up to 5 weeks (Eastern)
  • Tracked options are also available. 

International

  • Standard aim: 6-7 working days
  • Economy aim: 2+ weeks
    • North America up to 6 weeks
    • South America, Africa and Asia in up to 8 weeks
    • Australia in up to 12 weeks
  • Tracked options are also available.

 

When will my order arrive?

Please see delivery aims above as a guide.

Tracking is only available if you purchased a tracked service

As tracking comes at a premium, I give customers the option of more economical services to help reduce costs. That means I am unable to lookup where your parcel is if you choose 1st class, 2nd class, International Standard, Economy or any other service that do not state “Tracked” at checkout.

I love hearing from customers, so don’t hesitate to get in touch. However, it is purely to check on your delivery, please do the following first:

STEP 1:

Lookup the date of your dispatch.

This will be an email titled: “Your Calm Dog Games order is now complete!

Check your spam if you do not see this email.

Please do not confuse it for the email titled: “Your Calm Dog Games order has been received!” This is when you placed the order. 

STEP 2:

To find out your delivery window, check the shipping service you choose (this is noted in your email).

Take the dispatch date and add on the days from the shipping aims (above section).

Remember, Royal Mail working days are Mon-Fri unless you’ve purchased a Saturday Guaranteed delivery.

e.g. A dispatch date of Thursday 1st with second class shipping aim of 2-3 working days would give you Monday 5th – Tuesday 6th as the delivery aim.

Also factor in any Public Holidays.

STEP 3:

If your parcel has not arrived within the delivery window, please allow for the following: 

  • UK: 10 days after max. due date.
  • Europe: 20 working days after max. the due date
  • Worldwide: 25 working days after max. the due date

These delay buffers are set by Royal Mail.

Lost parcels are rare, though delays can happen for a number of reasons:

  • Local customs offices are typically the cause of international delays.
  • Staff shortages through the pandemic.
  • Environmental reasons; flooding, storm damage etc.

Check the Royal Mail’s International Incident Bulletin for current service updates.

In the rare occasion that an item has still not arrived after this, please contact me.

Packaging

My packaging is simple and always eco-conscious!

Depending on your item(s) you may receive them in:

  • Jiffy ‘Green’ padded bag: 100% recycled paper fibre lining and are fully recyclable, biodegradable and compostable. 
  • Cardboard box (fully recycable – you may also want to use this for enrichment!)
  • Biodegradable mailer bag
  • Paper tape, tissue paper and hessian string are all recycable too!

Gift boxes may also be available throughout the year, and these too will always use recycable materials with natural touches such as dried foliage and flowers!

Check out my Planet Pledge for more info! {link coming soon}

Returns

Your Happiness Guarantee!

As a small business, customer happiness means the world to me! A lovely review makes my day!

I’m confident you will love your goodies, however, if for whatever you’re not happy you are welcome to make a return on the following conditions:

  • The item is unused and you’ve contacted me within 14 days of delivery.
  • The item has a defect (not chew marks haha). 

Making a return: 

If you choose to go ahead with a return:

  • Contact me to confirm your return.
  • I’ll email you back a postage label. If you do not have a printer, you will need to take the parcel to a local post office (I’ll cover the shipping cost).
  • Package the item securely – if possible, use the original packaging.
  • Once I received the returned item, I will process your full refund*.

International customer terms: 

*Please note: Duties, taxes and charges may apply to countries outside of the UK. This could be 20% or higher and is calculated on total cost (items plus postage paid). Please only place an order if you are willing to cover potential additional costs from your country.

If you refuse to receive the item due to import costs, you will refunded the item cost upon its return back to me (not the original shipping cost). 

You can use an import checker such as Simply Duty to get an estimate though I can’t confirm the accuracy. 

The Games & Enrichment deck tariff is: 95 04 40 (you can also type in the item description, such as “playing cards”). 

I haven’t received any reports from customers in the USA on additional charges, though that doesn’t mean it can’t happen.

European countries will likely charge VAT around 20%.

Norway seems to have high handling fees. One Norwegian customer reported a customs duty of £3.80 plus £17.80 on an order of £19.95 + £10.80 Tracked & Signed. 

So please do contact Royal Mail in your own country and ask them for more information before ordering!

As much as I would like to help you reduce cost, I cannot mark parcels as “Gifts” as this is could result in the parcel being disposed of and a fine!

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Copyright © 2022 Calm Dog Games LTD

Company Number: 11764787

Registered office address:
61 Bridge Street, Kington, HR5 3DJ