TALES Life Story Edition Card Game - Say Goodbye to Gorgotten Memories

Shipping Policy

We currently ship to the United States, Canada, Europe, Australia, Hong Kong SAR, Israel, and many other international destinations. Available shipping options, shipping fees, and estimated delivery times will be displayed at checkout based on your shipping address.

Shipping Zones & Rates

Order Processing Time

Orders are usually processed within 1–5 business days after payment is confirmed. Orders are not processed or shipped on weekends or public holidays.

During peak seasons, promotional periods, or holidays, processing times may be slightly longer. If there is a significant delay in processing your order, we will notify you by email.

Estimated Delivery Time

Estimated delivery time depends on the destination country or region, shipping method, customs clearance, weather conditions, and carrier service performance.

Please note that delivery times are estimates only and are not guaranteed. The exact shipping fee and estimated delivery time will be shown at checkout before you complete your order.

Shipment Confirmation & Tracking

Once your order has been shipped, you will receive a shipment confirmation email with a tracking number. You can use the tracking number to check the delivery status of your package.

Please allow 1–5 business days for tracking information to become available after the shipment confirmation email is sent.

Customs, Duties & Taxes

For international orders, customs duties, import taxes, VAT, or other charges may be applied by the destination country or region. These charges are the responsibility of the customer unless otherwise stated at checkout.

Customs clearance may also affect the final delivery time. We are not responsible for delays caused by customs authorities, incorrect shipping information, or circumstances beyond the carrier’s control.

Incorrect or Incomplete Shipping Address

Please make sure your shipping address is complete and accurate before placing your order. We are not responsible for packages that are delayed, returned, or lost due to an incorrect or incomplete address provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible. We will do our best to update the address before the order is shipped, but we cannot guarantee changes once the package has already been dispatched.

Lost, Delayed, or Returned Packages

If your package is significantly delayed or marked as delivered but not received, please contact our customer service team. We will help you check the tracking information and work with the carrier where possible.

If a package is returned due to an incorrect address, failed delivery attempt, unpaid customs fees, or the recipient’s failure to collect the package, additional shipping fees may apply for reshipment.

Contact Us

If you have any questions about shipping, delivery time, or tracking, please contact our customer service team. We will be happy to assist you.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at system@pengembooks.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at system@pengembooks.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at system@pengembooks.com.