The Substratum Protocol

We have a 30-day return policy, which means you have 30 days after the delivery of your order 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 and in its original packaging.

To start a return, you can contact us at orders@zulusgames.com. If your return is accepted, we will give you instructions on how and where to send your package.  You can purchase your own return label or we can email you a return label and have the cost taken out of your refund. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at orders@zulusgames.com.

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.

Trading card games
Trading cards and products containing trading cards are sold as is. Package condition may vary.

Exceptions / non-returnable items
Certain types of items cannot be returned, Some items may be marked as unreturnable. 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
To exchange an item, please email us at orders@zulusgames.com and request a return for the item you have and once the return is accepted, make a separate purchase for the new item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund.

Restocking Fee
Returns may incur a 10% restocking fee.  Orders over $250 will always incur a 10% restocking fee.

Pre-Order cancellation
Pre-Orders can be cancelled up to one week prior to the release date of the product. After this time we may have already packaged your order and you may not be able to cancel.

Policy changes
We reserve the right to change our return policy without notice.