Frequently Asked Questions
Please read our FAQ before sending us a message.
Top Mail Order Issues
If the password reset isn’t working, it’s likely you haven’t yet registered for an account. You need to register for a bookshelf, even if you’ve ordered from us before. Click on this link and register for a bookshelf with your order email address. You’ll be able to log in and access all your historic orders, and reset your password if you need to.
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 still confirm that your order has been placed by logging into your bookshelf (you will need to register here first if you haven’t already) and retrieving your order details and PDF downloads.
- 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.
- If your book is on pre-order, first see Pre-orders below to get the shipping date.
- Compare the shipping information and contact times in this table. If your book hasn’t arrived in the Contact Us time, email support at email@example.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 you out. 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 are not, please email us at firstname.lastname@example.org with a 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.
We’re still in the process of transferring historic bookshelf data over to the new website – therefore some customer may be unable to see their existing orders and PDF downloads. If you need to download any of your PDFs please contact email@example.com, or complete the form here, and we can provide download links.
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.
We ship products as they become available, so we will ship elements of your order separately.
Anything not listed shipped out more than three months ago.
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’.
|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|
|Swords of the Serpentine||Shipped July 2022||Shipped July 2022|
|Drakkenhall||Shipped July 2022||Shipped July 2022|
|The Borellus Connection||Yet to ship||Yet to ship|
|Black Star Magic||Yet to ship||Yet to ship|
|Even Death Can Die||Yet to ship||Yet to ship||Currently printing|
|Legions of Carcosa||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.
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 firstname.lastname@example.org.
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 email@example.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.
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 firstname.lastname@example.org (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
Behind Enemy Times
The Book of Changing Years
The Missing and the Lost
Ken Writes About Stuff