Frequently Asked Questions

Please read our FAQ before sending us a message.

Top Mail Order Issues

If the password reset isn’t working you may need to check your spam filter or add support@pelgranepress.com to your safe senders list.

It may also be you haven’t yet registered for an account. Click here to register with your order email address. Existing orders won’t automatically be applied to your new account so you’ll need to contact us to ask for these to be added.

If you’re still having problems please contact us using the form on the right.

You should receive a confirmation email from us within 15 minutes of placing your order (you may need to check your spam folder). If you haven’t received your email you can confirm your order has been placed by logging into your account (you’ll need to have been logged in when you placed your order) or by contacting us.

  1. Log in to your account, and the order should be there. Click on the order to see its status. If your order status is ‘Completed’ this means this has shipped.
  2. If your book is on pre-order, first see Pre-orders below to get the shipping date.
  3. Compare the shipping information and contact times in this table. If your book hasn’t arrived in the Contact Us time, email support at support@pelgranepress.com. Please include your current address, or we’ll have to email you back to confirm it.
Location Method Contact us  after…
UK Royal Mail Royal Mail 48 7 days
US USPS Media or Priority. Some USA orders have USPS tracking numbers, which are available on request. 14 days
Europe Royal Mail Airmail 28 days
Rest of World Royal Mail Airmail 2 months
Brazil Royal Mail Airmail 4 months

Please email support with the details and we’ll sort this for you. Please include photos of the damage so that we can feed this back to our shippers and printers.

  • If you are a mail order customer, the most up to date PDF is the one available to download from your bookshelf. If we update the PDF, we update the download here.
  • If you are a retail customer, and your store is a member of the Bits and Mortar program, they can supply you with the PDF for any of our products. If they’re not, please email us at support@pelgranepress.com with proof of purchase and we’ll add the PDF to your to your bookshelf (you will need to register here first, if you haven’t already). We will supply PDFs to any bricks and mortar customers. For online discounters such as Amazon, we offer a 50% discount voucher.

This is part of the process of migrating orders from the previous website. The majority of orders should now be available on the new website, but these need to be tidied up. Once this has been completed for each order the website automatically resends a confirmation email. You won’t be charged again and no further products will be shipped.

This means we have passed your order to our distributor for shipping. Please check shipping times for how long your order may take to reach you. If you are in the US or Canada you should receive an email with your tracking details.

If your order is a pre-order that was placed on the old website this has been marked as ‘Completed’ as part of the migration process. You can check the status of pre-orders below.

Pre-orders

We ship products as they become available, so we will ship elements of your order separately.

If you think your pre-order is overdue, please note the shipment date and follow the instructions under ‘I haven’t received my physical order’.

Shipped pre-orders

 Book  US and Canada Date  Rest of World Date  Note
Fearful Symmetries Shipped Jan 2023 Shipped Dec 2022
Book of the New Jerusalem Shipped Jan 2023 Shipped Dec 2022
Black Star Magic Shipped Sept 2023 Shipped Sept 2023
Even Death Can Die Shipped May 2023 Shipped May 2023
Legions of Carcosa Shipped Sept 2023 Shipped Sept 2023

Pre-orders yet to ship

 Book  US and Canada Date  Rest of World Date  Note
The Borellus Connection Yet to ship Yet to ship Currently printing
The Paragon Blade Yet to ship Yet to ship
The Ocean Game Yet to ship Yet to ship

When you place an order, anything we have in stock will go out straight away. We will ship out pre-ordered books when they are released . Your tracking will not be updated (sorry – a technical issue) but you can see which pre-orders have shipped above.

PDFs

You can download your books from your Pelgrane Press bookshelf, in your account. Placing an order does not create an account – you will need to register here first. When placing an order please ensure you are logged in so the order is added to your account. If you’re unable to see your order on your account please contact support@pelgranepress.com.

The latest PDFs are always available on your bookshelf.

We will supply PDFs free to any customers of bricks and mortar stores with proof of purchase. If your store is a member of the Bits and Mortar program, they can supply you with the PDF free for any of our products. If they are not, please email us at support@pelgranepress.zendesk.com with a proof of purchase and we’ll add the PDF to your bookshelf (you will need to register here first, if you haven’t already). For online discounters such as Amazon, we offer a 50% discount voucher.

We aim to release PDF-only versions of our print books between one month and three months after the print version is released. We release PDFs after print versions to help retailers, maximise the sales of print books to make offset printing possible, and in some cases to maximise our revenue.

No, you cannot. They need to buy their own copies.

How we ship

If your order has not reached you in the time specified below, please follow the instructions under I have not received my order.

UK shipments: These are sent by Royal Mail from the UK and take an average of 7 days from order date, but allow 14 days for delivery. Tracking may be available on request.

US Shipments: These are sent from the US by USPS, either Media or Priority mail, and take an average of 7 days from the date shipped, but allow 14 days for delivery. Tracking may be available on request.

Canadian Shipments: These are sent from the US by USPS, either Media or Priority mail, and take an average of 14 days from the date shipped, but allow 28 days for delivery. These are not tracked once they reach the Canadian border.

Other countries: These are sent by airmail from the UK and take an average of 14 days, but allow 28 days. For Brazil – allow four months. There is no tracking.

When you place an order, anything we have in stock will go out straight away. We will ship out pre-ordered books when they are released, all at once. Your tracking will not be updated (sorry – a technical issue) but you can see which pre-orders have shipped above.

Some orders to Brazil have taken more than three months to arrive – stuck within the Brazilian postal system. The alternative to air mail – a courier – would cost $90 or more, so we urge patience.

Resources

Resources for each product can be found on the product’s shop page. Hover over ‘Products’ on the top menu bar of the website and click on the product you want. Click ‘Downloads & Resources’ under the product banner and a drop-down menu will reveal the resources available.

Refund, Replacement and Cancellation Terms

We don’t refund orders once delivered, unless they are in error.

We will replace damaged books free of charge, or you can have a refund. Please email support@pelgranepress.com (click to open in your email client) with photos of the damage and we’ll sort you out.

Physical orders can be cancelled and refunded before they are shipped, but if the book includes a download element, we will deduct the cost of the PDF version (at least 25% of the value of the book).

Books and PDFs are not generally subject to export or import restrictions, but you must pay any local taxes or custom duties if there are any.

Products available in EPUB and MOBI

The following products are available in EPUB and MOBI format as well as PDF. We will add to this list as more products are made available in these formats.

Esoterrorists (2nd Edition)
Night’s Black Agents
The Dracula Dossier: Dracula Unredacted
TimeWatch
Behind Enemy Times
The Book of Changing Years
The Missing and the Lost
Seven Wonders
Ken Writes About Stuff

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