Shipping Policy

This Shipping Policy explains how and where we ship orders placed with Indies At War, including print-on-demand (POD) items, personalised goods, and any stocked physical products we may offer. Game downloads are free and are not shipped. Nothing here limits your statutory rights where applicable (e.g., EU/EEA consumer protections) or other mandatory rights under local law. For returns, problems, or cancellations, please also see our Refunds & Returns.

1) Shipping Destinations & Serviceability

• We ship to most countries/regions shown at checkout. Availability may change based on our fulfilment network and carrier serviceability.
• We cannot ship to addresses where courier service is unavailable or where shipment would violate applicable export controls or sanctions laws.
• If a destination is later deemed undeliverable by our carrier/fulfilment partner, we will contact you with options (alternate address, cancellation, or refund where applicable).

2) Fulfilment Network & Origins

• We may fulfil orders via one or more third-party print/warehousing partners and/or our own inventory. Shipments may originate from different countries.
• To reduce transit time and duties, items may be produced/fulfilled in the region closest to the delivery address when possible. Cross-border fulfilment may still occur due to stock or capability.
• Multi-item orders can ship in separate parcels from different locations and arrive on different days. Each parcel will have its own tracking where available.

3) Production & Handling Times

• POD & personalised items: made to order. Typical production time is 2–7 business days, but may vary (busy seasons, complex prints, quality checks).
• Stocked items: usually dispatched within 1–3 business days after payment verification.
• Business days exclude weekends and public holidays in Portugal and in the production country.

4) Delivery Estimates (Post-Dispatch)

Transit times depend on destination, service level, carrier capacity, and customs processing. These are estimates, not guarantees:

Busy seasons, remote-area routing, adverse weather, strikes, and customs inspections can extend delivery times.

5) Methods, Carriers & Tracking

• We choose carriers and services based on speed, reliability, and cost. We may substitute an equivalent service without extra charge to maintain serviceability.
• Tracking information is emailed when available. Some economy services provide limited or no end-to-end tracking in all regions.
• Signature-on-delivery may be required for high-value orders at our discretion. If you request “leave without signature,” you accept responsibility once the carrier marks the parcel delivered.

6) Address Requirements & Delivery Attempts

• Enter a complete and accurate shipping address (including apartment/unit number, post code, and contact phone where required).
• If a parcel is undeliverable due to an incorrect/incomplete address or is unclaimed after delivery attempts, it may be returned or disposed of by the carrier.
• POD/personalised items: orders returned to sender or lost due to address errors or unclaimed delivery attempts are not refundable; where possible we can re-ship at the customer’s expense (see Refunds & Returns).
• We cannot guarantee special delivery instructions. Any “leave at door/porch” notes are at the recipient’s risk once the carrier marks the parcel delivered.

7) Customs, Duties, Import Declarations

• International orders are typically shipped DDU/DAP (duties unpaid). The recipient is responsible for any import duties, taxes, and clearance fees.
• Some countries require personal/tax identifiers (e.g., national ID, CPF, EORI) for customs clearance. If required, we or the carrier may contact you to obtain it. Failure to provide may cause delays, return, or disposal by customs.
• Refusal to pay duties or failure to clear customs may result in return or disposal; such orders are not refundable. Re-shipment, if possible, is at the customer’s expense and may incur duties again.

8) Lost, Damaged, or Missing Items

• Damage on delivery: report within 30 days of delivery with photos of the product, packaging, and label so we can validate and replace/reprint or refund.
• Lost in transit: report non-delivery within 30 days of the ship date. We’ll investigate with the carrier and, once confirmed lost, replace/reprint or refund.
• Marked delivered but not received: verify the address, check with neighbours/household, and contact the carrier. Confirmed-delivered parcels are generally outside our control; we’ll assist case-by-case.

9) Remote Areas, Surcharges, P.O. Boxes & Freight Forwarders

• Carriers may apply remote-area surcharges or extended transit times. If a surcharge applies after checkout, we may contact you to approve the cost or cancel the order.
• Some carriers do not deliver to P.O. Boxes or military addresses; we may request a physical street address.
• Shipments to freight forwarders are at your risk once the parcel is delivered to the forwarder. We are not responsible for damage, loss, or export issues beyond that point.

10) Delays & Force Majeure

Carrier or customs delays, weather events, strikes, civil emergencies, and other circumstances beyond our reasonable control do not constitute delivery failures. We will help track and escalate with carriers, but such delays are not refundable.

11) Risk of Loss, Title & Signature

For EU/EEA consumers, risk passes when you (or a person you designate) acquire physical possession of the goods. For shipments outside the EU/EEA, risk may pass according to applicable local law and carrier terms. We may require a signature for high-value shipments to reduce theft and fraud.

12) Pre-Orders, Backorders & Split Shipments

• Pre-orders/backorders: dispatch windows are estimates and may change. We’ll ship when the item becomes available.
• Split shipments: to speed delivery, items may ship separately as they are ready, possibly from different fulfilment locations.

13) Fraud Checks & Verification

Orders may be held for manual review to prevent fraud or address mismatches. We may contact you for verification; unresponsive holds may be cancelled and refunded.

14) Changes & Cancellations

• Before production/dispatch: contact us immediately. If a POD order has not entered production or a stocked item has not shipped, we’ll cancel or adjust.
• After production/dispatch: POD orders cannot be altered; see Refunds & Returns for options on stocked items.

15) Governing Law & Regional Rights

We are based in Portugal. If you are in the EU/EEA, your statutory consumer rights under EU/EEA law apply in addition to this policy. If you are outside the EU/EEA, you may have mandatory consumer rights under your local law; nothing in this policy limits those rights. Where permitted by applicable conflict-of-laws and jurisdiction rules, this policy and our Terms are governed by Portuguese law.

16) Contact

Questions about shipping? Email support@indiesatwar.com with your order ID.