Refund policy

Our Commitment

We stand behind the quality of our publications. If you're not satisfied with your purchase, we're here to help.

Return Eligibility

You may return items within 30 days of delivery if:
  • The item is in original, unread condition
  • The item is undamaged (no bent covers, torn pages, or markings)
  • You have your original order confirmation or receipt
  • You are located in Canada or the United States

Items that cannot be returned:

  • Digital products (ebooks, digital magazines)
  • Items marked as "Final Sale" or "Limited Edition" (unless defective)
  • Items purchased more than 30 days ago
  • Items damaged due to improper use or handling
  • International orders (outside Canada and US)
Important: We can only process returns from Canada and the United States. If you are located internationally and receive a defective item, please contact us at support@flamearrowpublishing.com and we will work with you to find a solution.

Defective or Damaged Items

If your order arrives damaged or defective, we will:
  • Replace it at no cost to you
  • Provide a full refund if replacement is not available
  • Cover return shipping costs (Canada and US only)
To report a damaged item:
We will respond within 3-5 business days with next steps

How to Initiate a Return

Step 1: Email us at support@flamearrowpublishing.com with:
  • Your order number
  • Item(s) you wish to return
  • Reason for return (optional but helpful)
Step 2: Wait for our return authorization email (within 3-5 business days)

Step 3: Ship the item(s) back to the address provided in our return authorization email

Step 4: Include your order number inside the package

Important:
  • Customers are responsible for return shipping costs (unless item is defective)
  • We recommend using a trackable shipping method
  • We are not responsible for items lost in return transit
  • Returns from outside Canada and US cannot be processed

Refund Process

Once we receive your return:
  • We will inspect the item(s) within 3-5 business days
  • If approved, your refund will be processed to your original payment method
  • Refunds typically appear within 5-10 business days, depending on your bank

Refund amounts:
  • Full product price refunded if within the return eligibility window (14 days)
  • If the return is outside the 14-day return eligibility window, in-store credit may be applied
  • Original shipping costs are non-refundable (unless item was defective)
  • Return shipping costs are not refundable

Exchanges

We currently do not offer direct exchanges. If you'd like a different item:
  • Return your original item for a refund (following the process above)
  • You will receive in-store credits
  • Place a new order for the item you want
This ensures you receive your new item as quickly as possible.


Subscription Orders (Brins d'éternité)


Subscription Shipping

Print Subscriptions:
  • Issues ship quarterly according to publication schedule
  • Subscribers receive priority processing (typically within 7 business days of release)
  • Single issue shipments use regular mail (no tracking)
Digital Subscriptions:
  • Issues are delivered via email on publication date
  • PDF download links never expire—access them anytime
Print + Digital Subscriptions:
  • Digital copy delivered immediately on publication date
  • Print copy ships within 7 business days of release

Subscription Cancellations

  • You may cancel your subscription at any time
  • Cancellations take effect at the end of your current subscription period
  • No refunds for partial subscription periods
Contact us at support@flamearrowpublishing.com to cancel


Address Changes for Subscriptions


Update your shipping address anytime by emailing support@flamearrowpublishing.com at least 10 business days before the next issue ships to ensure timely delivery.


Pre-Orders & Kickstarter Rewards


Pre-Order Shipping

  • Pre-orders ship on or shortly after the official release date
  • You will be charged when you place your pre-order, not when it ships
  • Pre-order shipping estimates are provided at checkout

Kickstarter Backer Rewards

  • Kickstarter rewards ship according to the campaign timeline
  • Backers receive separate communication about shipping schedules
  • Kickstarter rewards follow the same return policy as regular orders (Canada and US only)

Lost or Stolen Packages


For Tracked Shipments

If your tracking shows "delivered" but you didn't receive your package:
  • Check with neighbors, building management, or household members
  • Verify the shipping address on your order confirmation
  • Wait 24 hours (sometimes carriers mark items delivered early)
We will:
  • Investigate with the carrier
  • File a claim if necessary
  • Offer a replacement or refund for confirmed lost packages
Please note: We are not responsible for packages stolen after confirmed delivery. We recommend shipping to a secure location or using signature confirmation for high-value orders.

For Regular Mail Shipments (No Tracking)

If your order hasn't arrived within the estimated delivery timeframe:
  • Wait the full estimated delivery time (14 business days for Canada, 21 business days for US)
  • Contact us at support@flamearrowpublishing.com with your order number
  • We will work with you to resolve the issue
Please note: Because regular mail shipments cannot be tracked, we ask for your patience during the estimated delivery window. After that time, we will gladly send a replacement or provide a refund.


Incorrect Orders


If you received the wrong item:
  • Contact us immediately at support@flamearrowpublishing.com
  • Include your order number and photos of what you received
  • We will send the correct item at no cost (Canada and US only)
For international customers who receive incorrect items, please contact us and we will work with you to find the best solution.


Bulk & Wholesale Orders


For bulk orders (10+ copies) or wholesale inquiries:

Custom shipping arrangements available


Different return terms may apply (discussed at time of order)



Contact Us


Questions about shipping or returns?

Email: support@flamearrowpublishing.comResponse Time: Within 3-5 business daysBusiness Hours: Monday-Friday, 9:00 AM - 5:00 PM PST

We're a small team working hard to bring you the best in Canadian speculative fiction. Thank you for your patience as we process your inquiries.


Policy Updates


We reserve the right to update this policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our website after changes constitutes acceptance of the updated policy.


Tips for a Smooth Shipping Experience

To ensure your order arrives safely and on time:
  • Double-check your shipping address before completing your order
  • For time-sensitive orders, choose tracked shipping or contact us about expedited options
  • Order early if you need items by a specific date (especially for international orders)
  • Add items to reach free shipping: Orders $100+ (Canada), $125+ (US), or $150+ (International) ship free with tracking!
  • Sign up for our newsletter to get notified about new releases and avoid last-minute orders

For Brins d'éternité subscribers: We process magazine shipments as quickly as possible, but please allow up to 7 business days during busy release periods. Your patience and support mean the world to our small team.


Thank you for supporting independent Canadian publishing!

Flame Arrow Publishing is committed to delivering quality speculative fiction to readers across Canada and around the world. We appreciate your business and your patience as we work to get your books to you safely and quickly.