Notes on the new website
Local Pickup Option (Scheduled Saturdays - see the dates below)
We have local pickup scheduled for the following Saturdays, the order must be placed at the latest by Friday NOON the day before pickup so we can prepare it:
NEXT PICKUP DATE: MARCH 11th - 2017. 10-1 pm.
Please note: we are a warehouse, not a retail store and the warehouse worker is not a sales associate, so he is unable to help with questions etc about games.
To select the local pickup option:
In step 4 in the checkout process, you have an option for Showroom Pickup. Select this and your order will be waiting for you in the showroom (front of building) the following Saturday at the scheduled time.
1. These are the only scheduled times for pickup, there are NO exceptions for pickup at other times.
2. This pickup is strictly that: a pickup. We do not offer browsing of the warehouse.
3. If you make your purchase from out of province and pick up in person, by law we are required to charge full Ontario HST of 13%. In this rare instance, please make arrangements to pay the difference, in taxes, by Friday noon of the day before your pickup.
Question: My order is still "processing" (not shipped) and I want to add more items. What do I do?
If you want anything added to an ALREADY EXISTING order that is "processing" and not shipped yet, in the Checkout in the Discount Code enter ORDER-ADD-ON and click Apply Coupon. This way, you won't be charged Shipping for the additional order. The orders MUST be placed under the same account name and address, no exceptions. After placing the order, please EMAIL US at firstname.lastname@example.org to let us know your intentions with your order.
Question: I want to have my order "held", I want to add more items later. What do I do?
If you want an order to be HELD because you want to add more items later, in the Checkout in the Discount Code enter HOLD-FOR-MORE and click Apply Coupon. Your order will be held and you won't be charged shipping. When you place an order to finish, order as usual. You will be charged shipping and we will ship all "processing" orders under that name and address. The orders MUST be placed under the same account name and address, no exceptions. After placing the order, please EMAIL US at email@example.com to let us know your intentions with your order.
Question: Why is the same game sometimes listed as *both* a "Preorder" and without a Preorder designation?
Answer: For "Preorder", this is a prepayment for the item - virtually insuring that you will receive a copy. For the title without a preorder designation, you may select to be notified when the item arrives...you will *not* be charged, in advance, for the item. For "Notify", you will receive an automatic email when we receive stock of the item...and you can purchase it, as most conveniences you.
Question: Is a "preorder" charged in advance, or at the time of shipment?
Answer: A preorder is an advance payment.
Question: How do I order a preorder item?
Please only have one preorder item on any one invoice (yes, you can combine as many orders as you like into a single shipment to get free shipping, even if they are on different invoices). If you have two or more preorder items that you wish to purchase, please put them on different invoices (the reason: we print and put the preorders in alphabetical order so that when "title x" arrives, we can see all the preorders that need to ship for that title. We can do searches according to customer name, so that will catch any other orders we need to combine with the preorder, but we cannot do searches according to game title/customer order). Use the PREORDER coupon code and check out. No shipping will be charged at this time, but you will be asked to pay shipping unless you combine this preorder item with another order containing a shipping charge, in the future. If you are ordering multiple preorder titles at the same time, please put EACH title on a separate invoice/pay separately because release dates are often all over the map and customers invariably want to split these orders and it creates more paperwork than necessary. (Note: if you are pretty sure a couple preorders you want are arriving at the same time, feel free to put them on the same invoice).
Question: What happens to an order containing a "preorder"?
Answer: An order containing a PREORDER of any kind is considered to be on hold, pending the arrival of the preorder item into our warehouse.
Question: May I add other items to a "preorder" item to save on shipping?
Yes! However, please put these items on a SEPARATE order/invoice.
Question: I want to order something I can't find on your site. Can you order it for me?
Answer: If we can order it, we will! Send us an email and we'll see what we can do.
Question: What is the shipping charge?
Answer: For our competitive flat-rate shipping charges, please see "Shipping Rates Canada" at the bottom of any page on the site.
Yes, this is a great deal and we take as much care as possible to pack our boxes.
Question: How long does it take to ship my order?
Answer: It usually takes between 1 and 3 Business Days (a Business Day is any day that is NOT a holiday or Saturday/Sunday) to ship your order. This varies a bit, depending on the volume of orders ahead of your order, staffing scheduling constraints, and time of year (Christmas can be extremely busy).
Question: I received a game but it's missing components. What do I do?
Answer: Please contact the publisher of the game to obtain the missing components and they will be happy to send you the missing components. If you do not receive communication from the publisher, contact us and we will communicate with the publisher to ensure you receive the missing components.
Question: If I create an account, will I be able to see everything I want to be notified for and what I have on my Wishlist?
Question: What is the difference between a Notification List and a Wishlist?
Answer: For your Notification List, you will receive an email when we receive that item in stock. You will not receive notifications for items on your Wishlist, it is a working copy for your future orders (or for family, in the case of letting them know what you might want to receive as a gift).
Question: How do I add more items to an existing order that hasn't shipped yet?
Answer: If you want anything added to an ALREADY EXISTING order (which has been charged shipping) that is "processing" and not shipped yet, in the Checkout in the Discount Code enter ORDER-ADD-ON and click Apply Coupon. This way, you won't be charged Shipping for the additional order. The orders MUST be placed under the same account name and address, no exceptions.
Question: Do you do local pickups?
Answer: Sorry, we do not. We are a high volume warehouse operation and we do not have floor staff available to service customers. Not to send you away, but if you need to pick something up please visit your local hobby shop. If you want great prices and a smooth catalogue experience, order from us...but you will have to wait. Please do not ask us to be the exception to this rule. We apologize for any inconvenience this may cause.
Question: How accurate is the Estimated Time of Arrival?
ETA for Upcoming games is based upon what publishers or suppliers tell us directly or what is stated in various gaming forums or as updates from publishers via Kickstarter, etc. ETA is a "professional guess", based on these communications. Please do not take our ETA as official word for a title's release. If you ever encounter knowledge of an update for an ETA and it doesn't match our estimate, please email us - referring us to the updated information for release. This way, we can update our ETA accordingly.
Question: May I create a temporary order to hold items?
Answer: No, there is no way to do this -- so please don't try. Please either finalize your order by paying for it, or cancel the order if you are not sure about something.
If you have any other questions, please email us at firstname.lastname@example.org
The Great Boardgames Team