Frequently Asked Questions
Have a question? Take a look here for the most common questions we receive. If you have a question that is not answered here, feel free to email us at firstname.lastname@example.org.
Is my personal information secure?
All of your data is transmitted securely over an HTTPS connection, including using HSTS to ensure a secure connection, and our servers are hardened against external attacks. Your credit card information is never stored on our own servers. We work with one of the largest payment processors in the world, Stripe, certified as a PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
Where is your store located?
At the moment, we do not have a physical retail store, but our operations are based in Hamilton, Ontario, Canada.
What payment methods do you accept?
We currently accept payments via Mastercard, Visa, or American Express.
How do I check the status of my order?
Login to your account to view the current status of your order, find your tracking number, reorder a previous order, change your billing address, payment method, and more.
I sent my order too early by accident. Can I cancel it?
Yes, if you contact us right away we can cancel your order for you. Please email us at email@example.com. Please include your order number and customer email address if it's different than the one you are emailing from.
Can I change an order / add an item to an order / remove an item from an order?
There is no way to do that automatically but if your order hasn't shipped yet we are happy to help. Email us with your order number and the changes that you would like to make to your order at firstname.lastname@example.org.
I lost a piece for my board game / I'm missing a part!
While we don't keep a stock of game parts, most game publishers do, and they will usually send them out at no charge. Have a look on your game box for the name of the publisher and then either Google their contact information or it might be included inside the rule book. Include the name/UPC of the game and the specific part you are missing - supporting photographs won't hurt either. They will also need your shipping address to send out your part.
If you're having a problem finding their contact information or if you are not getting a response, please do get in touch with us and we will do our best to help. Our email address is email@example.com.
How long does it take to ship my order?
We try to send our your order within 24 hours of receiving it. From there, it takes an average of 3 business days to reach a destination in Canada, but could be longer if you live farther from the warehouse.
To reach the USA, it takes an average of 7 business days plus the time it takes to clear customs (1-2 business days).
Can you ship my item as a gift?
Unfortunately we are not able to offer giftwrap as an option but we will not print the cost of item within the actual package, so if you would like to ship it as a gift, just specify a different shipping address than your billing address.