International Customers. In addition to the information below, please also read our shipping information for international customers.
Q: I've already placed two separate orders on the Holiday Sale website. May I combine them?
A: Due to the larger volume of orders received during the sale, we are unfortunately unable to do combine orders or add on to existing orders
Q: Can I add items to an existing Holiday Sale order?
A: Unfortunately, we are unable to add items to an existing order, due to the large volume of orders received during the sale. We suggest that you place an additional order for any extra items you would like to purchase.
Q: Can I cancel my order?
A: To cancel your order, please e-mail [email protected] as soon as possible with the subject line (CANCEL ORDER #####).
If your order has not yet shipped, we will do our best to cancel it. We cannot guarantee your request will be processed in time. You will be notified if your order is canceled or shipped out.
Q: I made a mistake on my address. How can I correct it?
A: Send an e-mail to [email protected] with the subject line (ADDRESS CHANGE ORDER ####) as soon as possible and we will do our best to correct it. Due to the extremely high volume we cannot guarantee the request will be processed before the order ships. You will receive a notification on if the change was made and when your order is shipped.
Q: I'm placing a very large order. Why can't I select a USPS shipping option?
A: Orders over 70 pounds are necessary to go through UPS. This is to insure our customers get the best service for their shipment.
Q: Will you receive more inventory for any listed products?
A: We have limited quantities of all our product on the sale. Once they are sold out, they will no longer be part of the sale. However, occasionally orders are canceled and cause an out-of-stock product to become available again. Check back regularly!
Q: Can I place my order via telephone?
A: All orders must be submitted through the web store during the sale. With the increase volume, we are simply unable to accommodate orders by phone. Our web store will also insure that all information is correct as possible and directly from you.
Q: Can I pay by check or money order?
A: We are only able to except credit card transactions. This will make sure the process is quick and efficient, allowing you faster service and turnaround time.
Q: My credit card was declined but I don't believe it should have been. What do I do now?
A: The first step in resolving this issue is to call your Credit Card company to find out the reason for the decline. Many times, the billing address you entered doesn’t match exactly with the billing information on record with your credit card company.
Once you have a reason, if you need more assistance, you can email us at [email protected] with the subject line (Credit Card Issue Order ####) Note that a charge may show up on your credit card statement until the bank completes a refund of the declined charge.
Q: Will I be able to track my shipment?
A: Yes, when your order is shipped you will receive either a UPS or USPS tracking number depending on your carrier method you chose. Please keep in mind that different shipping services provide different levels of tracking. In particular, USPS does not provide tracking on First Class Mail International packages once they leave the United States.
Q: Will I get my international order in time for Christmas?
A: It depends on several factors outside our control. We will do our best to ship the order promptly, but once the order leaves the United States the order will be under the process of your country’s customs policies and your country’s carrier service. Unfortunately, Asmodee does not have any control over this part of the process. We are unable to guarantee that you will get your order by any specific date. Please keep that in mind when ordering.
Q: I have a different question.
A: Please contact [email protected] with the subject line of your question and order # if available and we will get to you as soon as possible.
Q: What if I need to return a product (damaged, wrong product, etc.)
A: Please reach out to [email protected] if you have a specific request related to a damaged or mis-shipped order. Please include DAMAGED ORDER #### or WRONG ORDER #### with your Order number in the subject line. Holiday Sale items are primarily sold as-is, so processing a return for your order may not be possible.
Q: How long will the sale last?
A: The Holiday Sale will end on Monday, November 20th
Q: I’m having issues with the webstore and placing my order.
A: Please email [email protected] with the subject heading (Webstore Issues). Please state your specific issue. If you have screen shots of the issue please send those with the email. If you have an order # please provide that as well and we will make every effort to service your issue as soon as possible on a first come, first serve basis.
Q: I’m having issues logging into my account.