Shipping & Returns

Package shipping

As a general rule, packages are sent within 48 hours after receipt of payment. Shipments are made through private courier companies. Whatever form of delivery you choose, we will provide you with a link so you can track your order online.

We send all your orders protected and prepared so that they arrive in perfect conditions. If the order you receive has a defect or has suffered damage to the trip, you can request the change of the product or refund of the money of the order or of the damaged products..

The client must bear in mind that our products (WarGen Wargames brand game mats) are manufactured with limited editions, although small variations in the color of the images or promotional videos on the web may be normal, these small differences will not be a reason for return.

Hand delivery to our store in Madrid

If you want to save on shipping, we deliver by hand to our store in Madrid, Avd. de las Aguilas 2B, Local 2 (Aluche). You can select the collection by hand in store and the payment method you prefer. Once the purchase is made, contact us to indicate the day and time of collection in our store.

Return of the package

We accept returns of our products as long as the following conditions are met:

  • That they have been received in poor condition or are defective.
  • That 14 days have not passed since the reception of the product.
  • That the product is in its original packaging.

The client must send a image or video of the packaging and product in order to judge their status and if the return is correct. Once the merchandise has been received in our warehouses, and after checking the status of the same, we will proceed to the reimbursement of its amount according to the payment method made by the customer (Paypal may charge return fees). Shipping costs will be reimbursed only in the case of returns for broken or defective products. In all other cases, the return cost is borne by the buyer.

To make your return, contact us at:

The refund of personalized or made-to-order products such as Wargen Wargames brand t-shirts or mats will not be accepted if you have selected the wrong size, color, measurement, material or there are delays in manufacturing. Neoprene mats are manufactured to order and manufacturing and delivery times are indicative. Delays may occur due to stock outages at the supplier. If you have any questions, before placing your order, contact us and we will advise you on measurements and materials most suitable for your needs or on approximate delivery times.

Shipping and packing costs

Shipping costs include handling and packaging costs, as well as postal expenses. The handling costs have a fixed price, while the transport costs may vary according to the total weight of the package. We advise you to group all your items in one order. We can not combine two different orders, and the shipping costs will be applied for each one individually. Shipments will be sent by courier or by post according to weight, volume and destination. The final cost of each shipment will depend on the area to be shipped, being informed by the customer always before finalizing the purchase process and having all the information available before confirming the order.

If an order exceeds €90, will enjoy free shipping within the Peninsula and the Balearic Islands. This cost must be for the same order, several different orders cannot be grouped together to achieve it. The neoprene mats manufactured by us (that are not from another commercial brand available in our warehouse) always have a shipping cost even if the order exceeds €90. If in that order there were, in addition to the neoprene mat, other products, they will enjoy that free shipping.

Presales and on demand

All pre-sale and on demand products are not in stock and will be served once they are received in the warehouse. The availability dates have been offered by the providers and are indicative and subject to change. The purchase of a pre-sale and on demand product implies the acceptance of these points and they are not necessary grounds for cancellation or compensation.

Orders that include pre-sale and on demand products are subject to processing and shipping once the order is fully completed. All pre-sale games will be shipped on the date set by the supplier and that we indicate on the product.

Pre-sales and on demand may be subject to delays and changes inherent to the production processes and are not the only justified cause for canceling the purchase. The cancellation of these orders and the return of the purchase should always be consulted at who will assess the case.

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Dear customers,

Although they can continue to be requested on our website for future manufacturing, the stock of parts for the manufacture of 180x120 neoprene mats are out of stock. Therefore, we will not be able to resume its manufacture until we receive a new consignment in print. The estimated date is september, although delays may occur. Once received, we will be able to resume manufacturing with these measures, following a rigorous order date.

We take this opportunity to thank you for your confidence in Wargen Wargames.

All the best.