Shipping Policy

Last updated: 10 August 2026

This Shipping Policy forms part of the General Terms and Conditions of Contract of Two Black Cats Games and governs the preparation, shipment and delivery of the physical products purchased at twoblackcatsgames.com, as well as the delivery of digital products.

1. Scope and shipping zones

The Seller ships to the countries and territories enabled at any given time during the purchase process. For the purposes of delivery times, costs, taxes and customs procedures, the following zones may be distinguished: mainland Spain, Spanish territories with a special tax or customs regime, the European Union, and the rest of the world. The available destinations will be shown during the purchase process. If a destination does not appear as enabled, the Customer must contact the Seller before placing the order.

2. Carriers

Shipments will be carried out through the carriers available at any given time for the selected destination, which may vary depending on country, weight, volume, shipping method and product type. The available carriers and methods will be shown, where applicable, during the purchase process.

3. Preparation, timeframes and tracking

The total time to receipt consists of the order preparation time and the carrier's transit time. The timeframes indicated on the Website or during the purchase process are estimates, unless a guaranteed timeframe is expressly stated, and may vary due to logistical, customs-related causes or causes beyond the Seller's reasonable control. In any event, unless otherwise agreed, delivery to the consumer will be made without undue delay and within 30 calendar days from the conclusion of the Contract. Orders are processed once payment has been confirmed. Where the carrier allows it, the Seller will provide the Customer with a tracking number.

4. Shipping costs

Shipping costs are calculated based on the destination zone, shipping method, weight, volume and characteristics of the order, and will be shown itemised before the purchase is confirmed. Where a free-shipping promotion applies, the Website will indicate its conditions before the order is confirmed.

5. Packaging

Products are packaged in a manner appropriate to their nature to protect them during transport. Physical games and hardware are prepared with reasonable protective materials.

6. Delivery, inspection and transport damage

The Customer is advised to check the condition of the package at the time of delivery. If the packaging shows evident damage, it is recommended to record this with the carrier and to notify the Seller at support@twoblackcatsgames.com as soon as possible, preferably providing photographs of the packaging and the product, in order to facilitate handling of the incident with the carrier. This notification does not limit the consumer's legal rights regarding warranty, lack of conformity or transport liability.

7. Transfer of risk

Where the customer acts as a consumer, the risk of loss or damage to the products passes at the moment when the consumer or a third party indicated by them (other than the carrier) acquires physical possession of the goods, in accordance with the TRLGDCU (the consolidated text of the Spanish General Law for the Defence of Consumers and Users). Until that moment, the risk of transport lies with the Seller.

8. Loss or misplacement in transit

If a shipment is lost or suffers a relevant incident during transport, the Customer must notify the Seller so that the Seller may initiate the appropriate checks with the carrier. If the product cannot be delivered within the legally applicable timeframes or the loss of the shipment is confirmed, the Seller will offer the consumer, as appropriate, a new shipment at no additional cost or a refund of the amounts paid.

9. Incorrect addresses and delivery incidents

The customer is responsible for providing a correct and complete delivery address. If delivery is not possible due to the absence of the recipient or due to incorrect shipping details, the Seller will do whatever is possible so that the carrier attempts delivery again in order to make the package available to the customer. Once the holding period has elapsed without collection, the order may be returned to the Seller's warehouse; the costs of a new shipment will be borne by the customer where the incident is attributable to them.

10. Customs and import taxes

For shipments destined outside the European Union, as well as to territories with a special tax or customs regime where applicable, the order may be subject to customs duties, tariffs, import taxes, handling charges or other amounts required by the authorities or intermediaries of the country or territory of destination. Such amounts will be borne by the Customer, unless expressly stated otherwise during the purchase process. The Seller cannot anticipate their exact amount, which depends on the regulations applicable at each destination. Customs processing may extend the anticipated delivery time, which will not be attributable to the Seller within the terms and legal limits set out herein.

If the Customer refuses delivery or fails to complete the import procedures where these are attributable to them, the Seller may deduct from the refund the shipping, return, handling costs or any other non-recoverable amounts, always within the limits permitted by the applicable regulations.

11. Reservations and pre-orders

For orders placed under a reservation or pre-order arrangement, the amount is paid at the time of the reservation and shipment takes place when the product is available, on the estimated date indicated. For orders that combine reserved products with different dates, shipment may be carried out jointly once the last of them is available; to receive each product separately, it is recommended to place separate orders. The customer may cancel the reservation before shipment, with a full refund.

If the estimated shipment date is significantly delayed or if the reserved product cannot be supplied, the Seller will inform the Customer and will offer them the option of maintaining the reservation or cancelling it with a full refund of the amounts paid.

12. Digital products

The software (MD Engine) and the asset packs are delivered by download or by means of an activation key, with no physical shipment or transport costs. Delivery is deemed to have been made when the product or the key becomes available to the customer. In the event of any download or activation incident, the customer may contact support at twoblackcatsgames dot com.

13. Force majeure

The Seller will not be liable for delays or the impossibility of delivery due to causes of force majeure or beyond its reasonable control (carrier incidents, customs holds, weather conditions, strikes or others), informing the customer and seeking a solution where possible, without prejudice to the consumer's inalienable rights.

14. Waste electrical and electronic equipment (WEEE)

The Seller is registered as a producer of electrical and electronic equipment under number RII-AEE 22468. This number will appear on the corresponding sales page and, where applicable, on the invoice issued to the user.

Electrical and electronic equipment must not be disposed of together with household waste. The Customer may hand it in at the end of its useful life at the designated collection points.

When the Customer purchases a new electrical or electronic device and hands in a waste electrical or electronic device of an equivalent type or that performed the same functions, the Seller will provide, where legally applicable and in accordance with the enabled procedure, the free collection of said waste under the terms provided for in the WEEE regulations. The Customer must state their intention to hand in an equivalent WEEE item during the enabled process or by contacting the Seller.