So I got mine, I’m in Canada btw. I thought they didn’t sent it out but apparently I had to pay for shipping so they left a note in my mail, this tiny piece of paper saying that I need to pick it up from the mail station. Maybe you guys should check your mail box too? Cus I thought they didn’t sent it out, but they did. Oh also they never gave me any shipping email, it just arrived.
I reordered mine on Sep 23 after I got caught up in the cancellation fiasco like everyone else. Used the free shipping and discount codes they gave me. Received it today. I'm in the US.
So I got mine, I’m in Canada btw. I thought they didn’t sent it out but apparently I had to pay for shipping so they left a note in my mail, this tiny piece of paper saying that I need to pick it up from the mail station. Maybe you guys should check your mail box too? Cus I thought they didn’t sent it out, but they did. Oh also they never gave me any shipping email, it just arrived.
I received an email saying it was shipped and when it was delivered.
Hi all, I have pre ordered the full bundle of books, physical and digital, release was the 17th, still no PHB. So I submit ticket on dndstore, this is the reaction I got...
"For preorder bundles, the estimated earliest ship date is listed on the product page. Most D&D bundles will have a set number of physical products available to ship to your doorstep as soon as the product releases. If you place multiple orders with different release dates, then your order will deliver when the last item is available. Once that stock has run out, the product will be available for “Backorder.” If you purchase a backordered product, your order will ship when it is back in stock."
So now apparantly I won't get any books until February when the Monster Manual gets released !!!!
I'm in Canada and I pre-ordered on June 19th, expecting to receive the product promptly upon release. Typically, when you pre-order, it means you'll have the item on or near the release date—that's the whole point of pre-ordering. I understand that being outside the United-States might require a few extra shipping days, but it's now been 10 days since the official release of the PHB, and I still haven't received any information regarding the shipping status or an estimated delivery date. I've tried contacting support through dnd-support.wizards.com, but I haven't received any response. It's frustrating that copies of the book are available at hobby stores all over Montreal, yet I’m still waiting for mine.
Honestly, I’ve had better shipping experiences with Kickstarter projects from third-party content creators.
I'm hoping to receive an update from support soon, but until then, I suppose I'll just have to continue waiting.
Also in Canada and just got mine today. (Well, would have been Friday but the post office closed early.) Twelve days I would have gotten it from Amazon or Indigo and almost a months after it was in game stores,
Had to pay the duty, which sucked and negated the financial benefits of getting the bundle. AND when I opened the package, I found it was packed in a large box with some bubble wrap on the top and bottom of the box but not wrapped around, so the book bounced around a while bunch in transit and seriously bashes the corners. I’ve had books knocked off tables onto tile in better condition.
Terrible experience by every metric. Cost more. Slow shipping. Delivered to post office not house. Badly packed. No response from customer service after two weeks. Could fill a BINGO card.
Also in Canada and just got mine today. (Well, would have been Friday but the post office closed early.) Twelve days I would have gotten it from Amazon or Indigo and almost a months after it was in game stores,
Had to pay the duty, which sucked and negated the financial benefits of getting the bundle. AND when I opened the package, I found it was packed in a large box with some bubble wrap on the top and bottom of the box but not wrapped around, so the book bounced around a while bunch in transit and seriously bashes the corners. I’ve had books knocked off tables onto tile in better condition.
Terrible experience by every metric. Cost more. Slow shipping. Delivered to post office not house. Badly packed. No response from customer service after two weeks. Could fill a BINGO card.
They haven't fixed the duty issue yet? Wow! This is unbelievably bad! You can order TTRPG books from much smaller creators on Kickstarter or other sources, and I've never had to pay customs duty for those. The seller always took care of everything. As a comparison, Critical Role has a Canadian store where you can pay in CAD$, and there are no extra customs fees. Hasbro... nope, can't manage that.
But I have a question for you, @JesterDavid: Did you pay duty only on the price of the book, or did it also include the digital price for the D&D Beyond content? That was one of the annoying issues I had when buying books directly from Wizards before. They declare the value of the book and the Beyond digital service, so you end up paying customs on a service that doesn't even cross the border. Thanks for letting me know.
I was charged for $67.19 on the order and the custom form also says $67.19, so I indeed WAS charged duty for the digital part that never crossed the border.
@JesterDavid Thanks for the reply! I assume it's 67.19 USD + the exchange rate? That would make the book + D&D Beyond around 90.77 CAD, plus duty fees of about 15% depending on your province (13.59 CAD). So, about 104.36 CAD total. Am I close on that? And you received a damaged book, more than 10 days after the official release, with no support provided.
Exactly right. Most modern companies that ship worldwide will pre-pay the charges when you order, or have policies in place to mitigate the cost for the customer (such as removing the value of the digital product). Wizards of the Coast is using the Scalefast solution, which should be capable of handling these types of cases. I'm not an expert in e-commerce, but paying duties and fees on something that didn’t even cross the border is absurd! I can’t be the first one to report this to Wizards in the past few years?
@JesterDavid Thanks for the reply! I assume it's 67.19 USD + the exchange rate? That would make the book + D&D Beyond around 90.77 CAD, plus duty fees of about 15% depending on your province (13.59 CAD). So, about 104.36 CAD total. Am I close on that? And you received a damaged book, more than 10 days after the official release, with no support provided.
Correct. USD. Including USD $7.20 taxes. (Which might have been taken twice given they do that with duties.)
And yes, damaged. Looking closer there's also no joint in the book. The groove along the edge of the spine, suggesting the covers were forced back by being pushed back. Because there was no padding/packing material on the sides.
2 weeks, no word on shipping. Radio silence from support when I sent them request last week.
How do I just cancel the order?
You can't cancel. You need to contact support who is ignoring emails.
The best you can do is, IF it shows up, decline the package.
You can cancel, if you are located in the EU. We habe the right to cancel until up to 14 days after receiving the product. And that is handled by an email address at Scalefast.
Can you share the Scalefast customer services email address please (presuming this is France for UK destined orders?) I pre-ordrered all 3 books (physical + digital) and damned if I am waiting until Feb 2025 before receiving any of the physical books.
I pre-ordered and it was sent around the 10 of September and it has not yet arrived today, the tracker says the 3 of October... I bet it was sent by turtle...
Can you share the Scalefast customer services email address please (presuming this is France for UK destined orders?) I pre-ordrered all 3 books (physical + digital) and damned if I am waiting until Feb 2025 before receiving any of the physical books.
Hasbro didn't take this publication seriously. They don't want to be booksellers. Expect everyone to throw their hands up and go digital.
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DId you know? The DDB marketplace has REMOVED the option for purchasing one-off subclasses, magic items, and monsters "a la carte". Now you ALWAYS have to buy the ENTIRE book instead.
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So I got mine, I’m in Canada btw. I thought they didn’t sent it out but apparently I had to pay for shipping so they left a note in my mail, this tiny piece of paper saying that I need to pick it up from the mail station. Maybe you guys should check your mail box too? Cus I thought they didn’t sent it out, but they did. Oh also they never gave me any shipping email, it just arrived.
I reordered mine on Sep 23 after I got caught up in the cancellation fiasco like everyone else. Used the free shipping and discount codes they gave me. Received it today. I'm in the US.
I received an email saying it was shipped and when it was delivered.
Im in the UK and im still waiting.
Hi all, I have pre ordered the full bundle of books, physical and digital, release was the 17th, still no PHB. So I submit ticket on dndstore, this is the reaction I got...
"For preorder bundles, the estimated earliest ship date is listed on the product page. Most D&D bundles will have a set number of physical products available to ship to your doorstep as soon as the product releases. If you place multiple orders with different release dates, then your order will deliver when the last item is available. Once that stock has run out, the product will be available for “Backorder.” If you purchase a backordered product, your order will ship when it is back in stock."
So now apparantly I won't get any books until February when the Monster Manual gets released !!!!
I'm in Canada and I pre-ordered on June 19th, expecting to receive the product promptly upon release. Typically, when you pre-order, it means you'll have the item on or near the release date—that's the whole point of pre-ordering. I understand that being outside the United-States might require a few extra shipping days, but it's now been 10 days since the official release of the PHB, and I still haven't received any information regarding the shipping status or an estimated delivery date. I've tried contacting support through dnd-support.wizards.com, but I haven't received any response. It's frustrating that copies of the book are available at hobby stores all over Montreal, yet I’m still waiting for mine.
Honestly, I’ve had better shipping experiences with Kickstarter projects from third-party content creators.
I'm hoping to receive an update from support soon, but until then, I suppose I'll just have to continue waiting.
Also in Canada and just got mine today. (Well, would have been Friday but the post office closed early.) Twelve days I would have gotten it from Amazon or Indigo and almost a months after it was in game stores,
Had to pay the duty, which sucked and negated the financial benefits of getting the bundle. AND when I opened the package, I found it was packed in a large box with some bubble wrap on the top and bottom of the box but not wrapped around, so the book bounced around a while bunch in transit and seriously bashes the corners. I’ve had books knocked off tables onto tile in better condition.
Terrible experience by every metric. Cost more. Slow shipping. Delivered to post office not house. Badly packed. No response from customer service after two weeks. Could fill a BINGO card.
They haven't fixed the duty issue yet? Wow! This is unbelievably bad!
You can order TTRPG books from much smaller creators on Kickstarter or other sources, and I've never had to pay customs duty for those. The seller always took care of everything.
As a comparison, Critical Role has a Canadian store where you can pay in CAD$, and there are no extra customs fees. Hasbro... nope, can't manage that.
But I have a question for you, @JesterDavid: Did you pay duty only on the price of the book, or did it also include the digital price for the D&D Beyond content?
That was one of the annoying issues I had when buying books directly from Wizards before. They declare the value of the book and the Beyond digital service, so you end up paying customs on a service that doesn't even cross the border. Thanks for letting me know.
Regards.
I was charged for $67.19 on the order and the custom form also says $67.19, so I indeed WAS charged duty for the digital part that never crossed the border.
Compare this with a much smaller game studio like Renegade Games, which prepays the charges. And if FedEx tries to charge you still, they even have an FAQ answer where they offer to resolve that: https://renegade-games-studios-customer-support.gorgias.help/en-US/fedex-is-charging-me-additional-customs-fees-to-deliver-my-order-to-canada-what-should-i-do-148075
@JesterDavid
Thanks for the reply! I assume it's 67.19 USD + the exchange rate? That would make the book + D&D Beyond around 90.77 CAD, plus duty fees of about 15% depending on your province (13.59 CAD).
So, about 104.36 CAD total.
Am I close on that? And you received a damaged book, more than 10 days after the official release, with no support provided.
Exactly right. Most modern companies that ship worldwide will pre-pay the charges when you order, or have policies in place to mitigate the cost for the customer (such as removing the value of the digital product). Wizards of the Coast is using the Scalefast solution, which should be capable of handling these types of cases. I'm not an expert in e-commerce, but paying duties and fees on something that didn’t even cross the border is absurd! I can’t be the first one to report this to Wizards in the past few years?
2 weeks, no word on shipping. Radio silence from support when I sent them request last week.
How do I just cancel the order?
i would assume you need to contact support :)
Has anyone in the UK recieved their physical copy yet?
I can order it through Amazon and have it tomorrow, WTF!
You can't cancel. You need to contact support who is ignoring emails.
The best you can do is, IF it shows up, decline the package.
Correct. USD. Including USD $7.20 taxes. (Which might have been taken twice given they do that with duties.)
And yes, damaged. Looking closer there's also no joint in the book. The groove along the edge of the spine, suggesting the covers were forced back by being pushed back. Because there was no padding/packing material on the sides.
You can cancel, if you are located in the EU. We habe the right to cancel until up to 14 days after receiving the product. And that is handled by an email address at Scalefast.
Can you share the Scalefast customer services email address please (presuming this is France for UK destined orders?) I pre-ordrered all 3 books (physical + digital) and damned if I am waiting until Feb 2025 before receiving any of the physical books.
I pre-ordered and it was sent around the 10 of September and it has not yet arrived today, the tracker says the 3 of October... I bet it was sent by turtle...
Of course. Here you can find the conditions and email adresse: https://dndstore.wizards.com/eu/en/docs/cgv
Hasbro didn't take this publication seriously. They don't want to be booksellers.
Expect everyone to throw their hands up and go digital.
DId you know?
The DDB marketplace has REMOVED the option for purchasing one-off subclasses, magic items, and monsters "a la carte".
Now you ALWAYS have to buy the ENTIRE book instead.
Unhappy? UNSUBSCRIBE and
Let them know your thoughts!