About Us

For inquiries, please contact us at support@engrogames.com.

 

We will provide component replacements to the best of our abilities using the materials available to us. If a component requires a replacement from the manufacturer, we will be in contact with them to see what, if anything, can be done.

 

We ship worldwide; however, some countries are restricted, and the list of restricted countries may change due to circumstances out of our control, such as war, pandemics, or changes by shipping providers. These changes may also result in increased shipping charges. In this case, we reserve the right to charge the customer additional costs accordingly. In this case, we will ask you to pay the additional costs and if you do not agree, we will cancel your order and provide a full refund.

 

Shipping will be through Japan Post Surface Mail (land and sea), but in some circumstances when this option is not available, Japan Post Air Mail or Yamato International Ta-Q-Bin may be used instead. The shipment timeline can range anywhere from 1 – 12 weeks depending on your country and the type of shipping method available. No tracking or express shipping options will be available by default for shipments handled by the Japan Post, however, if you wish to add one of these options, please reach out to us immediately and we can provide you an estimate for the additional costs. Once an item has been mark as completed (shipped) we can no longer offer the option to “upgrade” the shipping method.

 

Since we handle all facets of fulfillment directly, handling time will depend on the volume of orders and other external factors. Typically, your order will be handled and shipped within 1-4 weeks from the time it is placed, and the arrival time will be based on the timeline outlined above.

 

VAT, customs, and import fees applied by the country of delivery are the responsibility of the customer.

 

Since we are a small publisher, we produce our games in relatively small quantities. When an item goes out of stock, it will not automatically be replenished in the store with a new print run. We do not intend to commission another print run for any of our products; however, if there is enough demand, we will consider it, and it is within our rights to do so.

 

Some items may be updated to show that they are on backorder. This typically means the items are already manufactured, but currently unavailable to be fulfilled or that additional copies are in the process of being manufactured. These items can still be ordered, however, the timeframe in which these items will ship will depend on the circumstance and item availability.

 

We do our best to maintain accurate inventory, however, for a number of reasons we may not be able to fulfill an order. This likely means that a clerical error was made or that remaining inventory consists of only items that are determined to be unsellable (damaged or faulty). In the unlikely situation where you have ordered an item that is deemed to be oversold, we will provide you with a full refund accordingly.

 

If your item(s) has not been shipped yet we will provide a full refund for your item(s). If your item(s) have already been shipped, we will no longer be able to provide a refund. 

 

We do not accept returns under any circumstances. If you no longer want or require the item(s), we would recommend that you look into reselling, trading, or donating the item(s).

 

Depending on the extent of the damage, a refund or replacement may be available. If your item(s) arrives damaged, we will require you to provide photographic evidence of the damaged item as well as a photograph of the external shipping box. If you provide the required photographs, we will then assess the extent of the damage and will make a decision based on the significance. In general, minor damage such as small scratches, indents, or scuffs to the external packaging will not be considered for replacement. If a replacement is warranted, it will only be provided if the item is currently in stock. If the item is out of stock we will provide you with alternate options, such as a partial refund.

 

In the unfortunate event that the company ceases to exist, we will do our best to fulfill any outstanding orders but depending on the reason for the dissolution, this may not be possible, for example, in the event of the death of the owner, etc.