We offer return or exchange for most products on our store, subject the terms set out below.

Return Time Frames

For return eligibility of a faulty product on delivery, please ensure you contact us within the following time frame:

• 30 Days from date of delivery or collection.

Start a Return Process
To start a return, you can contact us at sales@3dlevelup.com.au. Items sent back to us without first requesting a return will not be accepted. In some cases we may not need the item sent back, as we evaluate on a case by case basis.

Faulty, Missing or Damaged goods

If the product is defective we are happy to assist with a refund, discount or send a replacement if possible. 
Please inspect your order upon receipt of goods and contact us within 30 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right as quickly as possible.

 

Return Cost and Process for Faulty/Missing/Damaged Goods

If we determine the product you have received is indeed faulty, we may rectify the issue with one of the following remedies:

• A replacement of the faulty part (including postage paid by us, where applicable).
• A replacement of the entire faulty product (including postage paid by us, where applicable).
• A refund for the affected product.
• A replacement of the faulty part.

If we require the item to be sent back to us we will pay for postage on the return with a download for you to print the return label.

You can always contact us for any return question on our online chat or email at sales@3dlevelup.com.au and we will get back to you within 2 business days.

Our goal at 3Dlevelup is to provide excellent service to our customers, we do this out of the enjoyment of the board gaming hobby, and are excited to hear positive feedback from our customers. We perform several QA checks during the manufacturing process of our exclusive products, and also perform QA check prior to shipment of the items we sell. If your item arrives damaged, or items missing please contact us. It can still happen as sometimes we are packing your items at midnight! 

 

Missing/Damaged parts within Board Games

For board games we sell if something is missing, then often the fastest remedy is to contact the publisher of the game, as this is often the most optimal way to resolve and get you back into the game. Most publishers handle replacements/missing items in this way with no cost to you. We are more than happy to assist you in locating the right form to fill out.

If this process is not viable we can look to refund the item in full on its return and process it with our distributors.

All board games we sell are brand new and come from official distributors/retail channels. We do not sell clones, or copies. You are getting the original game from the manufacturer via their authorised distributor channels.

Unexpected loss, or accidental damage on 3DLevelup branded items:

If your dog eats your miniature or your kids place that little piece in a secret spot, don't sit there upset - contact us. We have 3 young children, a dog and a full board game collection that gets used a lot, so we know what its like. Since we are a mini factory we can possibly reprint the part or item for a minimal fee.

Exchanges / Change of Mind

We will happily provide store credit for products purchased online for Change of mind, subject to the following conditions:

• The products being returned are still unopened, sealed, unused and in a re-sellable condition
• Proof of Purchase accompanies the returned product
• The request for return is within 30 days from the date of purchase or collection
• Any return postage is to be covered by the customer.
• A small restocking Fee of $10 AUD applies for change of mind returns.

Excludes: For 3DLevelup "made to order" items we generally don't accept exchanges for change of mind. We pour our hearts into our creations, spending many hours to create them. If you are not happy with your product please contact us, take photos and explain the situation and we will see what is possible.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 2 business days.

 

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Gift Cards

Gift cards are not eligible for return / refund. However your products will still be protected by our return / change of mind policy above.

 

Return to Sender

If an order is returned to us due to an error on part of the customer, including (but not limited to):

• Failure to collect from Post Office or Drop Location within courier hold timeframe,
• Failure to accept Same Day Re-Delivery
• Providing incorrect or incomplete delivery address at checkout,
• Refusing any applicable customs fees or the delivery itself,

We will contact you immediately to ascertain how you would like to proceed with your order.

 

Failure to respond on Return to Sender

If a refund for the Return to Sender order is requested or the customer fails to respond to our contact within 48 hours, the order will be refunded and re-stocked into our inventory, less the following charges:

• The shipping cost already paid by the customer on ordering
• The standard $10 Return to Sender fee we incur from our couriers as a result
• A 5% processing and handling fee of the total purchase price, for services rendered in this process
• Any applicable customs fees charged for the return of your international order back to our Australia store.