FAQ

General Questions

Q. Can I cancel my order after it has been placed?

A. After confirming your order, there is a 60-minute window in which you can cancel order from the order history section of your account. After this window is closed, it is no longer possible to cancel or edit the order.


Q. I missed the sale. Can I still get that price?

A. Sometimes we will temporarily discount a product's price or run promotions on certain product lines. These changes are time sensitive and Asmodee reserves the right to end a promotion at any time. Orders placed before a sale begins or after the expiration will not be eligible for the promotional rate.


Q. I'm trying to place an order, but the checkout says this item is not available in my country. Why are some items restricted?

A. When shopping with us you may notice that not all items are available to ship to all locations. As the wholly owned storefront of Asmodee USA Publishing & Distribution, we are required to honor certain copyright and licensing agreements.

When you proceed to checkout and select your shipping location, any prohibited items will be pointed out to you. You must remove these items from your cart in order to proceed. This includes store owners. We will not make any exceptions.


Q. How do you handle customs declarations for my country?

A. Asmodee includes all necessary customs declarations with our shipments. You will be responsible for any customs or brokerage fees that are assessed by your country on imported packages. These fees are not included in the shipping costs or price of your product. Customers will not be reimbursed for the shipping costs on orders returned due to refusal to pay customs or brokerage fees.

A package can take up to 120 days to clear through customs.


Shipping and Tracking

Go to our Shipping Policy page for more information.


Returns and Replacements

Q. What is your return policy?

We accept returns within 30 days of delivery. Go to our Return Policy page for more information.


Q. How do you handle incorrect, missing, or damaged items from my order?

For issues regarding wrong or missing items from your order, please don't hesitate to send us an email with the following information:

  • The order number for your purchase.
  • A description of the problem.
  • Some photographs if you received the wrong item.
  • Confirmation of your shipping address, email address and contact telephone number.

Q. My game has damaged or missing parts. How can I get it replaced?

For issues regarding the quality of your products, please send us an email with the following information and we will be more than happy to help:

  • The order number for your purchase.
  • Some photographs and a description to explain the issues with your product(s).
  • Confirmation of your shipping address, email address and contact telephone number.

If you did not purchase your Asmodee product directly from this store, please return to where you originally bought the game for assistance. For further information on this process and more, please read our Parts Replacement FAQ at the link below.

https://www.asmodeena.com/en/customer-service-faq/


Preorders

Q. Can I combine preorders and in-stock items in the same shipment?

A. No. In-stock items cannot be held for later shipment with a preorder. These will need to be ordered separately or after the new item has been released. In addition, preorder items releasing on seperate dates must also be preordered seperately.


Q. Why does it say "Est. Tax" when i place my order?

A. Since 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.


Q. When will I pay for the preorder?

A. When you place your preorder, your information is securely stored until we begin fulfillment of the preorder campaign. When the product is ready to ship, you 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 the preorder be delivered?

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 follow the studios online for updates.

Preorders placed at least 10 days before the U.S. release date will arrive at USA addresses by the release date. International preorders may take longer due to longer shipping times.


Q. Do you guarantee availablity on your preorders?

A. Yes, we can usually guarantee inventory on preorders placed at least 10 days before the USA release date. If there is ever an unforeseen issue beyond our control that affects availability, we discuss it with our customers as soon as is practical.


Q. Can I cancel my preorder?

A. You can cancel your pre-order from My Account > Active Preorders. Once we have begun fulfilling the preorder campaign, your order will be moved from Active Preorders to your Order History and it is no longer possible to cancel it.


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

A. It is not possible to change the shipping address after a preorder has been placed. If your shipping information is incorrect or out of date, please cancel your current preorder and then place a new preorder.

If a 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 do I change the billing information for my preorder?

A. You can change the billing information on each of your preorders from My Account > Active Preorders. Open the preorder in question and use the Edit Payment Source feature.

Updating your payment information in My Account > Saved Cards will NOT update your preorders. You must make the changes in each preorder seperately.