Frequently Asked Questions

We have assembled some of the most frequently asked questions about the Enigma Fellowship and their answers below. In case your question or concern is not addressed by these, please do contact us. We will do our very best to help you.

General Questions

All our games are designed to be family friendly. One of the goals of the Enigma Fellowship is to encourage families and friends of all ages to work together. The puzzles and reading materials in our packages are suitable for player ages 10 and above. But with adult supervision even younger players can participate in solving our enigmas.

We do encourage parents to take some discretion because they might deem some themes worthy of adult supervision. For example, the players might have to solve murder mysteries, battle monsters and encounter supernatural events in some storylines. We continuously endeavor to not make the content graphic or scary.

You can play the games alone as well. The game is not designed to hinder your progress. In fact, if you feel that you get stuck you can always use our web-based hints. Good luck solving the enigmas!

Yes! We actually have two ways to do this. You can purchase some of our enigma packages as a one-time purchase without a subscription component.

Purchase a One-time Package >

You can also purchase a single month subscription and then immediately cancel it. This way, you will receive just one package.

You can see, manage and cancel your subscriptions via the My Account -> Subscriptions page.

The puzzles are designed to be somewhat challenging for the average adult player. So if you feel that you are having a harder time then we encourage you to use our web-based hint system. These hints don’t spoil the puzzles but rather nudge you along towards finding the right answer.

We currently have 4 subscription plans (2-month, 4-month, 6-month and 12-months).

For all new subscribers the package is shipped out the following month, as long as you place an order by 25th of a month. For multiple month subscriptions, you can cancel anytime; however, you will still receive the remaining boxes from your prepaid multiple month subscription and then your subscription will end.

For example, if you choose a 4 month subscription at checkout and then cancel after the 1st month you will still receive your 2nd prepaid box. However, you will no longer be billed at the end of the 4th month. By choosing a 2 month, 4 month, 6 month or yearly plan please note that you are opting in for an auto-renewed subscription. With these options, you are committing to multiple months and receiving a discount for prepaying for those months. Your subscription will auto-renew for another 2, 4, 6 or 12 months unless you cancel.

TWO-AT-A-TIME Subscriptions: In case you select this option for your subscription to save on shipping, please note that your will receive two games in one package. This also means that instead of shipping a package to you every 2 months, we will only ship it every 4 months.

On average, players take about 2-3hrs to finish one of our packages. But if you are an experienced escape room solver, then you might be able to finish it in about 1 hr.

But our games are not designed as timed challenges. We recommend you to take your time to read and explore all materials. This is important because sometimes materials can have several bits of information that can be used in multiple puzzles and even puzzles themselves might have multiple layers to them.

Our recommended team size is between 2-4 players for the games. You can, of course, play with larger teams as well. These games are best played when everyone has access to the materials so you can discuss things and play it together.

Our subscriptions range between $20.50 to $22.00 per package. You can find all the subscription options and prices here on our Subscription shop page.

.

You don’t need a social media account to play our games. But you will need access to the Internet so you can access our website. The answers to the puzzles have to be entered online in order to be able to proceed further. Our hint system is also located online.

In case we ever decide to embed a puzzle within a social media page/post, then please rest assured that we will always include a non-social media alternative for these puzzles so that you won’t need a social media account and still be able to enjoy the game.

The Enigma Fellowship is not responsible for any overdraft charges from banks or credit cards.

If your card is declined for insufficient funds or is expired during your renewal period, the system will automatically keep trying for 10 days to renew your subscription before your account expires. Please ensure your credit card information is up to date to be successfully renewed.

We are committed to never requiring our players to make a phone call or send a text message because we have players located internationally and we don’t want you to incur extra costs for this. Email conversations, however, are a mechanism we might utilize in the future if this form of interaction suits the story and setting of the game. We will do our best to make sure that a non-email exchange alternative is also offered in those situations.

Shipping

While we don’t have complete control over how long shipping takes, if you used our tracked mail option, we have noticed that the following patterns:

Germany: 1-3 days
Europe: 5-7 days
USA/Canada: 12-20 days

Unfortunately, we cannot offer any guidance towards how long it takes for packages to arrive to other countries and regions.

Please keep in mind that sometimes the packages can take longer to get clearance in customs. But the packages don’t have anything that would hold them up for too long.

Of course, if you would like to use a more expedited method of shipping, these are available during checkout.

IMPORTANT: We endeavor to ship your package as soon as possible. But please keep in mind that our regular shipping takes place on the 15th of every month, and subscriptions ship every alternate month (unless you selected 2-games at a time option, then they ship every four months).

NOTE: COVID-19 has severely impacted logistics supply chains. This is also resulting in significant delays in delivering our packages. We request your patience since the above guideline no longer applies during the pandemic.

Some other mystery box and escape adventure mailing services use boxes to ship the contents. While establishing Enigma Fellowship we went back and forth on whether to use a box or an envelope for weeks. We wanted to use boxes, but then decided to go with envelopes for two main reasons:

  • Mailing things around the globe isn’t very environmentally friendly to begin with. We wanted to avoid the need to use heavier and larger boxes so that we could do at least some part in minimizing our impact.
  • A lot of our players are based in the US, Canada, across the EU and some even in Australia and NZ. Using boxes increases shipping costs and we are really trying to keep our games cost-effective and accessible.

If you use a package consolidator or forwarding service, and they won’t accept an envelope then we offer two options:

  1. We can ship directly to you. Our shipping prices are not very expensive and we can ship pretty much everywhere in the world. The shipping prices shown in the cart are quite accurate since we get these in real-time from our shipping partners. If the prices look too expensive, please talk to us and we’ll do our best to try and find an alternative.
  2. If you really must receive a box, then please speak to us. We will see what we can do to accommodate your requirements in the meantime.

We will always do our best to assist you in locating a lost package. All your packages come with a tracking number and you can follow these till delivery to yourself. In case your package does get lost, please contact us to see what we can do to help.

But please also keep in mind that we are not responsible for lost/stolen packages once marked as delivered by your local postage service, or if an inaccurate shipping address was entered. All claims for lost/stolen items can be made through your local post office’s official website using your tracking number. Please ensure there is a secure location for you to receive packages, or request packages to be held at your local post office for pick up to ensure safe delivery.

To almost everywhere in the world, we offer two types of shipping possibilities:

  • Tracked Mail – This shipping method is used to provide you more peace of mind. It currently costs $7.80 per shipped package. This method provides door-to-door tracking for most countries.
    • To the US we ship via DHL eCommerce, which uses USPS for the final mile delivery.
    • To the UK, we ship using Hermes.
    • For the rest of the world, we use registered shipping provided by Deutsche Post, which means your package will be delivered by the local post company.
  • Expedited Shipping – Depending upon your shipping address, we also work with expedited courier services (UPS, GLS and DPD). You can check if this option is available by adding something to the cart and updating your shipping address. An accurate calculation of the price will be shown, if this shipping is available.

IMPORTANT: Our Tracked Mail option lets you ship two games for the same price. So buying two games, or using the two-games at a time subscription option can save you considerable money.

Our subscription is bi-monthly, which means we send out a package every other month. We always ship on the 15th of January, March, May, July, September and November for existing subscribers (unless otherwise specified in communication).

For new subscribers, if you place an order by the 25th of a month then your first package ships on 15th of the following month. Subsequent packages ship at normal schedule.

For example, if you subscribe on September 20th, then your first subscription package will use sent out by October 15th. However, your next subscription package will then be sent out on November 15th, January 15th and so on.

TWO-AT-A-TIME Subscriptions: If you opted to get two games at a time to save on shipping cost, please keep in mind that your subscription packages will ship every 4th month, rather than every alternate month.

Cancellations

You can see, manage and cancel your subscriptions via the My Account -> Subscriptions page.

Once you subscribe your account is immediately charged. If you cancel right away, this will only ensure that your subscription will not renew, but you will still receive a package. Cancelling your subscription will not automatically generate a refund for you. Unfortunately the Enigma Fellowship is not able to offer refunds at this point.

However, if you have placed a duplicate order please contact us for assistance so that we can work out a solution to substitute another package for you.

Unfortunately the Enigma Fellowship cannot provide refunds at this moment. We are, however, happy to work with you to find replacement Enigma Fellowship packages to substitute what you ordered.

Damaged / Missing Items

We strive to make sure that all shipments are sent with all items in place. However, if we made a mistake and you are missing something, please accept our apologies. We will do our very best to replace the missing item as fast as possible.

We will happily help to replace an item that might be damaged in shipping. Please contact us and attach required photo evidence of damages/defects with 7 days of receipt of the package.

We will always do our best to assist you in locating a lost package. All your packages come with a tracking number and you can follow these till delivery to yourself. In case your package does get lost, please contact us to see what we can do to help.

But please also keep in mind that we are not responsible for lost/stolen packages once marked as delivered by your local postage service, or if an inaccurate shipping address was entered. All claims for lost/stolen items can be made through your local post office’s official website using your tracking number. Please ensure there is a secure location for you to receive packages, or request packages to be held at your local post office for pick up to ensure safe delivery.

X