Thank you for shopping with Cubicle 7! On this page you can find the answers to some frequently asked questions:
I have a problem with my order, what should I do?
We receive and dispatch hundreds of orders a week. Regrettably sometimes things don't go to plan. If you have a query about an order then please email email@example.com and we'll get back to you as soon as we can.
We work office hours Monday to Friday, UK time.
I ordered a print & PDF bundle. Where is my PDF?
When you order a Print & PDF bundle from our store we send out a coupon for your PDF via email.
These are processed manually, so please allow up to 24 hours for weekday PDF orders to be delivered, or until Monday if you place the order over the weekend. For pre-orders you will be sent the PDF as soon is it available. It's a known issue that coupons for downloads from DrivethruRPG can wind up in spam folders, so if you don't receive your emailed coupon please do check your spam folder as it may well be waiting there for you.
If no email can be seen then by all means drop us a line at firstname.lastname@example.org and we'll connect you with your coupon.
I pre-ordered, when do I get my game?
When you pre-order with us in most cases you'll receive a PDF copy of the product within a few days. If you don't receive your PDF please email us at email@example.com
The files head off to the printers when we open the pre-order. Depending on the printer and where they are based, printing takes from 4 to 8 weeks. The games then need to be shipped to our warehouse.
International shipping issues such as ship congestion and bad weather can stretch these timelines, as can US customs who occasionally take an interest in our shipments. Whilst we can't control nor change the likelihood of these potential delays, rest assured we do everything within our power to chase up shipments to ensure they move along as fast as possible. This means we offer estimates as to when games will be delivered.
We almost always take delivery of stock from the printer into our US Warehouse. We then dispatch US and Canadian pre-orders. Stock is then sent to US retailers, and dispatched for the UK.
Once in the UK warehouse (crossing the Atlantic takes 1 to 2 weeks) we then dispatch to UK and Rest of World pre-orderers. And then to UK and rest of world retailers.
We use this regionalised process as it provides the fastest delivery and the very best price for shipping for the most customers.
Whilst we prioritise dispatch of pre-orders before we dispatch of retailer stock we cannot guarantee, and do not offer, delivery of pre-orders before games go on sale in stores. In most cases pre-orders do arrive before shops are able to sell that game, but we are currently unable to guarantee it. We apologise for any inconvenience or disappointment this rare occurence may cause, and we are constantly working to make sure our valued pre-order customers are looked after.
I don't see my question answered here, where can I go for more help?
The most effective way for us to help you is via email, (firstname.lastname@example.org) but we also maintain a customer service forum here.
Do you deliver worldwide?
Yes! Just select the international shipping option at check out.
Can I shop in US Dollars/Pounds Sterling?
Yes! Click the appropriate button in the right hand menu bar and you'll see all prices displayed in your chosen currency.
You're a UK-based company. Where do you dispatch my order from?
We have warehouse facilities in the US and the UK. If you're in Canada or the US your order will be dispatched from the US warehouse. If you're in the UK, Europe of the Rest of the World, your order will ship from the UK.
Where can I find out more about your games?
Try our website.
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