Order FAQ

ORDER QUESTIONS

Q. I don’t live in the US. Will I have to pay customs fees?

A. International customers should expect to pay customs and/or brokerage fees when receiving an order. These fees are not initiated by Asmodee North America and are not included in the shipping cost or price of the product. ANA is not responsible for any potential customs or brokerage fees charged by your country or carrier.

Customers will not be reimbursed for the cost of shipping fees on orders returned due to refusal to pay customs or brokerage fees. These fees vary depending on each country’s customs policy. If you have questions, please contact your local customs agency or UPS office before placing your order.


Q. Can I cancel or change my order after it’s been placed?

A. Because orders are processed as quickly as possible, it is not always possible to cancel or modify them. If you would like to change or cancel an order, contact Customer Service by phone at 855-382-8880. A representative will determine if the order can still be changed, and will assist you if possible. Orders cannot be cancelled via email.


Q. Will I receive a tracking number for my order?

A. Yes, a tracking number will be provided when your order has been prepared for shipment. However, tracking may not be recognized by the carrier for several hours after you receive it. Also, tracking information for international orders are generally not updated by the carrier after the package leaves the United States.


Q. What do I do if my package is lost in transit?

A. If your tracking information shows that your package was delivered, but you can't find it, please use the following guidelines:

Within 36 hours of expected delivery:

  • Verify the shipping address

  • Look for a notice of attempted delivery

  • Look around the delivery location for your package

  • See if someone else accepted the delivery

  • Check your mailbox or wherever else you receive mail.

  • Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival

If your order is 36 hours past the expected delivery date, please contact our Customer Service department at 855-382-8880.

If you have a question not answered above, send a message to our Customer Service department using our General Contact Form.

 

PREORDER QUESTIONS

Q. Can I cancel my preorder?

A. You can cancel your pre-order at any time before it is shipped. To cancel your preorder, sign in to your account, select "Active Preorders" from the sidebar, choose the preorder in question, and select Cancel.


Q. When will I be charged for my preorder?

A. You will not be charged for the preorder until we begin fulfillment of the preorder campaign. When the product ships, your card will be charged for the invoice total including tax and shipping.
Note that when you place a preorder, or change your payment method, your card is pre-authorized for $1.00 to ensure that your payment information is valid. As soon as your payment information has been validated, we will void the $1.00 expense and you will not be charged.


Q. When will I receive my preordered product?

A. If you live in the United States, preorders will arrive by the product's U.S. release date. International preorders may take longer due to longer shipping times. Late Preorders will generally arrive shortly after the release date.


Q. How is a Late Preorder different from a Preorder?

A. Preorders placed near the end of the preorder period are known as Late Preorders. Late Preorders will be shipped on the product's release date, so there is no guarantee that we will have stock at that time. If the product is out of stock on the release date, the preorder will be cancelled.


Q. If I preorder directly from your web site, am I assured that you will not sell out before shipping my order?

A. Yes, except in extremely rare circumstances where we have encountered an unforeseen issue beyond our control. If such a rare circumstance should occur, we will contact you as soon as practicable to discuss your options (which could include waiting for the next available shipment, canceling the preorder, etc). Also, inventory cannot be assured for Late Preorders.


Q. What shipping method will be used when the product becomes available?

A. Preorders are shipped by the most cost-effective method that ensures the order will be delivered by the product's release date.


Q. Can I place a preorder for international shipping?

A. Yes! Please be aware that international orders will take longer to ship and have much higher shipping cost. If you are concerned about the high shipping cost, we encourage you to visit the U.S.P.S postage calculator at https://postcalc.usps.com to check our cost (we ship from Minneapolis, MN, USA).


Q. How do I change the billing information for my preorder?

A. You can change the billing information on one of your preorders by visiting https://shop.fantasyflightgames.com/accounts/preorders/, following one of the pre-order links, and clicking the Edit payment source button.


Q. How do I change the shipping information for my preorder?

It is not possible to change the shipping address after a preorder has been placed. If the shipping address for your order is incorrect or out of date, simply log in to your account, cancel the preorder, and resubmit a new order. Please note that if the preorder has limited stock, it may not be possible to place a new order. If this is the case, please contact Customer Service for assistance.


Q. How long will it take my preorder to ship after it has been placed?

A. We generally begin accepting preorders as soon as a product is announced and will be shipped in time to arrive on the release date. Release dates are generally not announced ahead of time, but please check the upcoming page for updates


Q. Can I place a preorder along with products that are currently available?

A. Sorry, no. In order to ensure accuracy in the delivery of your games, currently available items will need to be placed on a separate order.


Q. Can I place a single preorder for a number of different products that are not shipping yet?

A. Items that were announced separately or have different release dates cannot be bundled together, because they will be shipped at different times. Items from the same product line that are announced together and have the same expected release date will generally be bundled, and can be preordered separately or together.


Q. Why does it say "Est. Tax" when I place my preorder?

A. Because the applicable tax rate may change between the time you place your order and the time your order is fulfilled, we are only able to estimate your tax charge when you place your preorder. In most cases, the tax rate will not change, and the estimated tax will be the same as the actual tax on your order.

If you have a question not answered above, you can send a message to our Customer Service department using our General Contact Form.