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Return Policy

Effective Date: February 2, 2026

REGARDING RETURN SHIPPING FEES

Customers acknowledge that any additional fees associated with returns including, but not limited to:

  • customs duties
  • taxes
  • surcharges
  • or other international fees

are the sole responsibility of the customer. We do not issue refunds for charges incurred in connection with worldwide shipping. 

UNDELIVERABLE ORDER SHIPMENTS

Orders that cannot be delivered due to issues identified by third-party shipping or postal services including, but not limited to:

  • incorrect or invalid shipping addresses
  • multiple failed delivery attempts

will be returned to the sender. If a returned order is received at our return address, the customer service team will reach out to your order email to issue you a credit. Please note that original shipping charges are non-refundable and will not be included in the credit.

Customers have 45 days from the confirmed ship date (as indicated by the carrier’s tracking information) to contact us for shipment support or assistance with delivery-related issues. If tracking information shows no movement or if an order has not been received, customers are encouraged to first attempt resolution directly with the shipping carrier and to notify us if the issue cannot be resolved.

We are unable to provide alternative resolutions—including replacement shipments, refunds, or store credit—if an inquiry is received after the 45-day timeframe. Customers are strongly advised to monitor their tracking status once an order is marked as “Shipped” until it reaches its final destination. If you have not received a tracking number, please contact us promptly via our web form.

RETURNS 

Please be advised that return requests must be submitted to our Customer Service team within 30 days of the order purchase date. 

To initiate your request, please contact us using our web form. Shipments that are returned without prior notice given will NOT be honored.

FINAL SALE: Please note the below are considered final sale and are excluded from this return policy.

  • Critical Role Gift Card
  • Markdown items found under the “SALE” section of our shop, which are considered discontinued and no longer available once sold out
  • Purpose-driven items sold in support of non-profit organizations, where a portion the proceeds is donated to charitable causes (as noted in the product description)
  • Limited-time online sale events featuring promotional final sale pricing due to temporary price reductions, which are subject to revert to the original price (MSRP) once the sale concludes (for example, discounted products during our annual holiday sale)

Customers are encouraged to review the product description and/or collection page prior to purchase. Items marked as “Final Sale” are not eligible for returns, store credit, or refunds.

CONDITION OF RETURNED ITEMS

Returned items must be received in the same condition as sold (new and unused).

What qualifies as “new”? General examples including, but not limited to:

  • Apparel: Must be unworn (with the exception of trying on for size), with all original garment tags, hang tags, and barcodes attached and/or included as provided at the time of fulfillment.
  • Non-Apparel: Must be returned in original packaging, including any protective boxes with the product name and barcodes affixed, and with no missing parts or components.

All returns are evaluated on a case-by-case basis. Items reported as damaged, showing signs of wear beyond reasonable try-on, or found to be altered or compromised may be subject to a partial refund or store credit. 

To prioritize health and proper sanitation, any product returned and determined to be non-compliant with this policy at the time of quality inspection will be handled at the company’s sole discretion. 

CR reserves the right to determine the final credit amount and type of credit, which may be issued either as store credit in the form of an online gift card or as a refund to the original method of payment.

ELIGIBLE RETURNS AND REFUNDS

If you are not satisfied with your purchased order, you may return unused, unworn, unwashed, and/or defective merchandise received by contacting our Customer Service team with your order reference number to initiate a return-for-refund request. 

  • Domestic shipped within the U.S.: Returns made within 30 days of the order’s delivery date will be refunded to the original form of payment.
  • International shipped outside of the U.S.: Returns made within 60 days of the order’s delivery date will be refunded to the original form of payment.
NON-TANGIBLE RETURNS 
  • DIGITAL-ONLY PRODUCTS

Digital-only products that contain no physical component are not eligible for return or refund once downloaded, as they are considered used upon download.

If you change your mind about a digital-only purchase prior to downloading the digital product, a refund may be issued upon request. Refund requests submitted after download are reviewed on a case-by-case basis and issued at our sole discretion. All refund requests must be submitted within 30 days of the purchase date.

  • DIGITAL DOWNLOAD INCLUDED WITH A PHYSICAL PRODUCT

If a digital download is included with a physical product and has not been downloaded, the physical item may be returned in accordance with this Return Policy.

If it has been downloaded and the physical product is returned, refund requests will be reviewed on a case-by-case basis and determined to be eligible or ineligible at our sole discretion. All refund requests must be submitted within 30 days of the original purchase date.

The following products currently include a digital download with purchase including, but not limited to:

  • Tal’Dorei Campaign Setting Reborn
  • Candela Obscura Core Rulebook
  • Daggerheart Core Set
  • Daggerheart: Hope & Fear – Deluxe Edition
  • Daggerheart: Hope & Fear
  • Winter’s Crest (A Holiday Album) Deluxe Edition
  • Winter’s Crest (A Holiday Album)
LICENSED MERCHANDISE 

Products within this collection are created and fulfilled by our third-party licensing partners. As such, returns and exchanges are subject to the individual return policies of each licensing partner. 

  • Collection Page: https://shop.critrole.com/collections/licensed-merchandise

Please review the applicable return policy directly on the licensing partner’s website, which is linked at the top of each product description. 

Our current licensing partners include, but are not limited to:

  • Dark Horse Direct
  • Insight Editions
  • RockLove Jewelry
  • Scanlan Shorthalt Music
  • Sirius Dice
  • UltraPro International
PREORDERS

Cancellation Policy

Pre-orders are eligible for refund within 60 days of payment. Cancellations requested after this period may be issued as store credit at our discretion, provided the order has not been fulfilled. 

KICKSTARTER REWARDS

Kickstarter projects are not subject to the Critical Role’s return or cancellation policies. Backers should refer to the specific Kickstarter project page details regarding applicable policies and fulfillment terms.