Shipping

Shipping Methods & Turnaround Time

We currently offer Standard Delivery for both Domestic and International orders (Express Delivery option to be added in the future). Delivery times can be extended due to factors such as backlogs due to influx (i.e. orders from online sales), weather incidents, customs, and/or backlogs.  

Critical Role is NOT responsible for misdeliveries (i.e. incorrect addresses, multiple delivery attempts by your local carrier, returned to sender, etc.). If your tracking information confirms your order has been delivered without physical receipt, please contact us within 48 hours from the delivery date posted, as we can begin an investigation for lost packages. Failure to notify us within this timeframe can cause our claims filing to be denied by the delivery service provider.   

Domestic shipping can take between 2-6 business days to arrive (depending on the destination), from the received date indicated by the delivery service provider. 

• New South Wales (NSW) - Sydney Metro & Newcastle
• Victoria (VIC) - Melbourne Metro
• Queensland (QLD) - Brisbane Metro & Gold Coast
• Western Australia (WA) - Perth Metro
• South Australia (SA) - Adelaide Metro
• Tasmania (TAS) - Hobart Metro

International shipping from Australia to the specified zones listed below, can take between 11-22 business days to arrive (depending on the destination), from the received date indicated by the delivery service provider.

• New Zealand
• China
• Rest of Asia
• Canada 
• Pacific Islands
• UK
• Ireland
• Europe 1 (Western Europe)
• Europe 2 (Eastern Europe)
• ROW (Rest of World) 

**Customs, Duties, and Taxes

All International orders are sent DDU (duties and taxes unpaid) - responsibility is transferred to the customer for remittance on any applicable customs/import duties, taxes, and other fees accrued. Critical Role cannot determine final costs associated as they vary by country. 

Please Note: Process times vary from country to country and Customs may hold your order(s) due to missing information required, prior to shipment release. Customs Authorities use the commercial value (total value of merchandise shipped) to calculate the import duty the package recipient must pay and hold the right to release or deny release, which can result in delayed delivery and/or order(s) being unable to ship to the final destination.

General Note

Customers will have 45 days from the confirmed ship date to inform support, via the web form, of an order that has not been received or updated to reflect as "delivered". We are unable to facilitate alternative solutions such as providing a replacement or refund on inquiries we receive after this timeframe.

We strongly advise that you monitor the tracking information closely once your order is confirmed "shipped" in order to ensure that the dispatched shipment is eligible to be filed as a claim/investigation with the carrier responsible.

If you have not received a tracking number, please make sure to contact us.