FAQ

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.To start a return, you can contact us at hi@fortress.games

Please note that returns will need to be sent to the following address:
295 Lonsdale Street,
Fortress Melbourne Shop LG 25,
Melbourne 3000, VIC.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.You can always contact us for any return question at hi@fortress.games.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hi@fortress.games

In Venue Refunds & Exchanges

Unfortunately we are unable to accept refund or exchange of online purchases in store or in venue. Please use the online refunds & exchange process outlined above.

Yes! As long as your order has not already been shipped out, the desired addresses can be changed.

Please contact us at hi@fortress.games with your order number and updated address.

1. Shipping Partners:
We have partnered with Sendle, a reliable and efficient shipping platform, to handle the delivery of your orders. Sendle is committed to providing a seamless shipping experience and adheres to all relevant regulations in Australia. Sendle's T&Cs can be viewed here.

2. Shipping Locations:
We currently offer to ship Australia wide, however, we are currently unable to ship to PO boxes. Unfortunately, we do not provide international shipping at this time.

3. Processing Time:
Orders are processed within 1-2 business days of receiving payment. Please note that processing time may vary during peak seasons or promotional periods.

4. Shipping Times:
The estimated shipping times are provided by Sendle and may vary based on the destination within Victoria. Standard shipping times typically range from 2 to 5 business days.

5. Shipping Costs:
Shipping costs are calculated based on the weight and dimensions of your order. The shipping cost will be displayed at checkout before you complete your purchase.

6. Tracking Information:
Once your order has been dispatched, you will receive an email with a tracking number and a link to track your shipment in real-time. This allows you to stay informed about the status and location of your package.

7. Delivery Attempts:
If the delivery is unsuccessful on the first attempt, Sendle will make additional attempts. After a certain number of unsuccessful attempts, you may be required to pick up your package from a local distribution centre.

8. Delivery Address:
Please ensure that your shipping address is accurate and complete. We cannot be held responsible for delays or non-delivery due to incorrect addresses. We are currently unable to ship to PO boxes.

9. Shipping Restrictions:
Certain products may be subject to shipping restrictions based on size, weight, or content. If your order is affected, we will contact you to discuss possible solutions.

10. Customer Support:
If you have any questions or concerns regarding your shipment, please contact our customer support team at hi@fortress.games. We are here to assist you.

11. Returns and Refunds:
For information on returns and refunds, please refer to our [Returns, Refunds & Exchange Policy].

By placing an order with us, you agree to accept the terms outlined in this shipping policy.

We appreciate your understanding and cooperation

We currently offer shipping Australia wide, however we are unable to ship to PO Boxes.

Unfortunately, we do not provide international shipping at this time.