EU legal guarantee

Returns

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.

FOR EU CUSTOMERS ONLY Specific policies apply to you here under directive 2023/2673.

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 you've accidentally damaged an item, or lost it, since we are a mini factory we can possibly reprint the part or item for a minimal fee. Contact us.

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. (This covers our expense for shipping, packaging and lost transactional fees)

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.

FOR EU CUSTOMERS ONLY Specific policies apply to you here under directive 2023/2673.

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.
• Any applicable fees already paid for customs or duty clearance via our postal carrier that was included at checkout as Delivered Duty Paid (DDP). As 3DLevelup cannot get refunds from foreign governments, or carriers for these duties and taxes once they have already been collected by carrier or broker services.

FOR EU CUSTOMERS ONLY Specific policies apply to you here under directive 2023/2673.

Shipping

Fee Summary

$10 flat fee - Australia
Calculated at checkout for International Orders.
Express post services by Enquiry.

Postage within Australia

We use Australia Post as our primary shipping services in Australia. We discount the shipping for you to provide a $10 flat fee to anywhere in Australia!

All shipments will be provided with a tracking number.

Local Pickup

We offer local pickup / curb side pickup via prior arrangement only - North Brisbane, Queensland, Australia. Please chat to us for this option.

International Orders

All our upgrades ship Internationally to most locations (Europe, US, Canada, South America, Singapore, Oceania). We have shipped to over 28 countries. If your country is not listed as an available destination, or you are unable to check out, please reach out to us.

Due to high prices on shipping of board games we typically do not ship these internationally. We use Australia Post for our international postage which typically have a 9 to 26 day delivery timeframe. For international orders, shipping costs are calculated at checkout. All shipments will be provided with a tracking number and insured with the carrier up to $100

Unfortunately there are certain countries we cannot ship to due to customs regulations. If your country is not available at checkout, please contact us and we can confirm.

Taxes, Duties and Customs

Please note that customs tariffs, taxes or import duties on arrival at the destination country are the sole responsibility of the customer (with exception to US, see US Tariff section below).

All our products are zero-rated for tax for non-US international orders. For those in the European union, and in Brazil you may be contacted by customs for processing of your item.

US Tariffs

Parcels destined to the United States will have import Tariffs calculated, collected and paid at checkout. This means your order will be posted with Import Tariffs pre-paid. This is exclusive to US orders.

GST

All our prices include GST for Australian Orders and will be labelled on your invoice.

International orders do not include GST of any kind, and are the sole responsibility of the customer.

Processing Timeframes

All our items that state are in stock, are physically in stock in our warehouse in Brisbane. We do not drop ship, or indicate we have items that we don't have physical stock of.

Processing time frames are as follows:

• Board Games and accessories are Next Business Day.
• 3DLevelup branded items are typically posted 1-3 Business Days.
  

For 3DLevelup branded items, whilst we have the items in stock, we need to often assemble, sort, quality check and pack your items which can take time. Sometimes our quality check prior to shipment will require us to re-print a small part.

If you have purchased a Pre-Order item (stated in the item name), our processing time is typically 5-10 business days as we need to print your order.

Business Hours

Our business operates Monday to Friday but we try and answer questions from the online chat outside business hours if able to do so. We understand many of our customers are in a very different time zone to us. Shipping drop offs and pickups are also Monday to Saturday. 

Delivery Timeframes

For domestic shipping Australia Post typically delivers within 5 business days. We often see deliveries in Brisbane locations take 2 business days.

For international orders it is typically 9-26 days but we have seen this extend out to 35 days to some countries.

Shipment Tracking

Shipment will always have a tracking number for you to be able to check status. You will receive an email with a link to our website where you can view tracking information once your order has been placed. We recommend you also provide your mobile for SMS or an reliable email account for shipping update notifications when you place your order.

If you lose your tracking number or do not see it, please contact us and we can provide. We are with you on the journey and more than happy to assist with shipping enquiries.

Shipping Insurance

All items are automatically insured up to $100 AUD on all orders. If you would like to increase this insurance let us know. We may at our own discretion increase this insurance cover without additional cost.

If you have an issue with shipment, or items damaged in transit, please reach out to us.