Customer Service Policy
Customer Service Policy
Because Every Adventurer Deserves Support Worth Their Weight in Gold
Welcome to the Guild, Friend
At Critical Loot Co., we don't just sell you premium RPG gear and disappear into the shadows like some shady back-alley dealer. Nah, that's not how the Baron operates, see?
We're here for the long haul. Whether you need help with an order, have questions about a product, or run into an issue that needs fixing — we've got your back. That's what being part of the Guild means.
Below, you'll find our customer service commitments laid out clear as day. No smoke, no mirrors, no fine print designed to confuse you. Just honest support from folks who actually care.
Our Core Commitments
1. Quality You Can Trust
Every item that leaves our vault has been inspected and approved by the Baron himself (okay, and his very capable team). We stand behind the quality of our products, and if something doesn't meet our standards, we'll make it right.
Here's the deal:
- If your item arrives defective, damaged, or not as described, contact us immediately at contact@criticalloot.com.
- Provide your order number and photos of the issue so we can assess the situation.
- If the item is indeed faulty, we'll send you a replacement at no additional cost or issue a full refund — your choice.
Important: To qualify for a replacement or refund, the item must be unused and in its original packaging (unless the defect prevents normal use, in which case we'll work with you).
Our Promise: If we sent you something that's not up to par, we'll fix it. No arguments, no hassle. That's the Baron's guarantee.
2. Order Cancellations Made Easy
Plans change — we get it. Maybe you ordered the wrong item, maybe your budget shifted, or maybe you just had a change of heart. It happens.
How to Cancel Your Order:
- Contact us at contact@criticalloot.com within 24 hours of placing your order.
- Include your order number and let us know you'd like to cancel.
- We'll process your cancellation and issue a full refund if payment has already been processed.
After 24 Hours: Once the 24-hour window has passed, your order is likely already being prepared for shipment, and we may not be able to stop it. But reach out anyway — we'll do our best to help.
Why 24 Hours? Because we move fast to get your loot to you quickly. Speed is part of our service, but it also means the cancellation window is brief.
3. Refunds That Are Fair and Fast
If something goes wrong with your order, we'll make it right. Whether it's a defective item, a shipping error, or a misunderstanding, we're here to resolve it.
Eligible Refund Scenarios:
- Defective or damaged items that arrived in poor condition
- Incorrect items sent due to our error
- Missing items from your order
- Lost packages that tracking shows were never delivered
How to Request a Refund:
- Contact us at contact@criticalloot.com or via our social media channels.
- Provide your order number, a description of the issue, and photos (if applicable).
- Our team will review your case and respond within 48 hours with a resolution.
Refund Timeline:
- Once approved, refunds are processed within 3-5 business days.
- Refunds are issued to your original payment method.
- Depending on your bank or payment provider, it may take an additional 5-10 business days for the funds to appear in your account.
Transparency Matters: We evaluate each case individually because every situation is different. We're not robots following a script — we're real people who want to help.
4. Support When You Need It
Got a question? Need help? Just want to chat about dice? We're here for you.
How to Reach Us:
📧 Email: contact@criticalloot.com
📘 Facebook: Critical Loot Co.
📸 Instagram: @criticalloot
🐦 Twitter/X: @criticalloot
Response Time: We aim to respond to all inquiries within 48 hours (usually much faster). If it's a weekend or holiday, please allow a bit of extra time.
Support Hours:
🕘 Monday - Sunday: 9:00 AM - 6:00 PM
Even outside business hours, feel free to send us a message. We'll get back to you as soon as we're back at our desks (or goblin workshops, depending on how you want to picture it).
What We Can Help You With
Not sure if your issue qualifies for support? Here's a quick rundown of what we handle:
Product Questions
- "What's this made of?"
- "Do you have this in a different size/color?"
- "Is this compatible with [other product]?"
- "I have a custom request — can you help?"
Order Issues
- "Where's my order?"
- "Something arrived damaged."
- "I received the wrong item."
- "An item is missing from my order."
Returns & Refunds
- "I need to return something."
- "I'd like a refund."
- "Can I exchange this for something else?"
Account & Billing
- "I need to update my payment information."
- "I was charged twice."
- "I need a receipt or invoice."
General Inquiries
- "I have feedback about your service."
- "I want to suggest a new product."
- "I just want to say thanks!" (We love these, by the way.)
Bottom Line: If you have a question or concern, reach out. We're here to help, and we'll do everything we can to resolve your issue quickly and fairly.
Our Customer Service Philosophy
Here's how we approach every interaction:
1. We Listen
Your concerns matter. We read every message, every email, every comment. You're not shouting into the void here.
2. We Respond Quickly
We aim for 48 hours or less. In most cases, we respond much faster because we know waiting for answers is frustrating.
3. We Solve Problems
We're not here to pass the buck or give you the runaround. If there's a problem, we'll find a solution — together.
4. We Treat You With Respect
You're not just a transaction or a ticket number. You're part of the Critical Loot Guild, and that means something.
5. We're Honest
If we can't do something, we'll tell you straight up. No false promises, no vague corporate-speak. Just the truth.
What We Expect From You
We're here to help, but great customer service is a two-way street. Here's what we ask from you:
- Be Clear: The more details you provide (order number, description of issue, photos), the faster we can help.
- Be Patient: We're real people, not robots. We'll get back to you as quickly as possible, but sometimes it takes a bit of time to investigate an issue thoroughly.
- Be Respectful: Our team works hard to provide great service. Treat them with the same respect you'd want in return.
We're all on the same team here, friend. Let's work together to make things right.
Our Commitment to Continuous Improvement
We're not perfect (shocking, I know), but we're always working to get better. If you have feedback about our service — good or bad — we want to hear it.
Tell us:
- What we're doing well
- Where we can improve
- Ideas for new products or services
- Anything that would make your experience better
Send your feedback to contact@criticalloot.com, and we'll take it seriously. Your input helps us build a better business for everyone in the Guild.
Final Thoughts: You're Not Just a Customer
At Critical Loot Co., we're not interested in one-time transactions. We're building something bigger — a community of adventurers, collectors, and enthusiasts who share a passion for quality gear and great storytelling.
You're part of that community now. And communities take care of their own.
So if you need help, reach out. If you have questions, ask. If something's wrong, tell us. We'll listen, we'll respond, and we'll do everything in our power to make things right.
That's the Baron's promise.
Contact Us:
📧 contact@criticalloot.com
📘 Facebook | 📸 Instagram | 🐦 Twitter/X
🕘 9 AM - 6 PM, Seven Days a Week
Critical Loot Co. — Where Every Roll's a Fortune, and Every Customer Matters.
Now stop worrying and go roll some dice, adventurer. If you need us, we're just an email away.