Frequently Asked Questions
There may be an answer waiting for you, friend.
General Questions
GENERAL
I have a question about an order or product. Who do I contact?
Please send us a message. We work hard to get back to everyone within two working days.
Can I call you with a question?
Sorry, we offer only online support – please send us an e-mail with your question(s).
I ordered a product in wrong color scheme. Can I change the color before my order ships?
Contact us by email with the subject line "Change Ordered Product
Color Scheme". If we have another color scheme available in same bundle
size, we can usually modify an order before shipping.
Please note that this can be done only before the packing
process. If you have already received the fulfilment notice, it's too
late to modify the sealed package. Sorry.
I ordered a product in wrong color scheme. Can I change the color before my order ships?
Contact us as soon as possible.
If we have another color available in the same size, we can usually modify an order before shipping.
Please note that this can be done only before the packing process. If you have already received the fulfilment notice, it's too late to modify the sealed package. Sorry.
Crap, I ordered a wrong size! Can I change the size before it ships?
Sorry, we are unable to change sizing once the order is placed.
If you’d like to have a different size, we can cancel and refund your current order (or an item in it) and you can then place a new order with right item, and afterwards we combine these as one.
I’m looking for an item that I don’t see listed on the webstore. Is the item still available?
All items listed on the webstore are what we currently have available
for purchase.
Keep checking back for new items, or consider subscribing our Newsletter so you know when the stuff is listed on the store next time.
Questions About Shipping
SHIPPING
Do you offer Free Shipping?
Yes, we offer Free Worldwide Shipping for all orders over $89 US dollars.
When your order value is above that, you'll see the Free Shipping option on Checkout.
If I order today, when my order will ship?
We do everything to get your order to you as quickly as possible. Most orders ship in the same day or within 3 business days.
We ship Monday through Friday, excluding holidays. Sometimes, during high volume season(s), orders may take longer to process.
Once your order is fulfilled and on it's way to postal office, you will receive a confirmation e-mail.
Do you ship internationally?
Yes, we do!
Can I change my shipping address?
If your order has not yet been shipped, we can change it.
Please send a message as soon as possible to inquire about changing your shipping address.
Please make sure to include your order number for faster service.
Handling returns on Board Game Hell
RETURNS
About Returns of damaged or incorrect orders
If you have received damaged, defective or incorrectly shipped merchandise, please be in contact with our Customer Service to receive instructions for return.
The product should be unused and returned within 30 days of Date of Purchase following the Return Instructions below.
Return / Exchange Instructions
Please include the following with your return:
- Order Invoice
- Your Street address
- Your Email address
- What items you are returning
We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.
Once we have received your return, we will refund your PayPal account accordingly.
Returns of Gift Orders
If your order is a gift order and the gift recipient wishes to return or exchange it, they may do so within 30 days of Date of Purchase.
Please send us a message via Contact Us page so we can give the instructions for return.
Upon our receipt of the returned item(s), we will give credit for the cost of the item(s) returned and any associated sales tax to the PayPal account originally charged. The sender will only be responsible for the return shipping costs.
At the time of the exchange request, our Customer Service will be happy to help the gift recipient with a replacement order or Store Gift Card.
Please read Return/Exchange Instructions above.
Who pays for return shipping?
A customer pays shipping costs when they send products back to us.
Board Game Hell is not responsible of the returning shipping costs and it will be non-refundable.
Questions About Payment Methods
PAYMENTS
Do you use secured Payment Gateways?
Yes we do. All payments are proceeded through PayPal's Payment Gateway. No credit card information will be saved or processed on this site.
What forms of payment do you accept?
PayPal allows you to make payments using a variety of methods including: PayPal balance, a bank account, PayPal Credit, debit or credit cards, and rewards balance.
Is it safe to order from this webstore?
Yes it is.
Safeguarding your privacy and confidentiality is of the utmost importance to us. Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transferred over the Internet.
This is shown on the browser's URL by the "https://".
General Questions About Gift Orders
GIFT ORDERS
Can I place a Gift order from you directly to my friend?
Yes you can! Just let us know the gift receiver's address. You can write it on the "Order special instructions box" on Shopping Cart.
You can also write a short greetings for them, if
you want and we print it in!
We will send your order to your friend at no extra costs. Easy and convenient. Gift Orders do not include printed receipt.
I noticed there is a BGH Gift Box on the catalog, can we use that?
Yes we can!
As the name says, the BGH Gift Box can be used as a nice gift package for the items. The
order (or partial order if a large one) will be packed inside the gift box. No extra costs.
Please note that only items that fits in the box can be packed this way. All Tokens Sets can be fitted in, while larger items
like Survival Actions Grids™ and such can't.
If you are uncertain about the measures, contact us and we'll check it out for you!
All Gift Packed orders will be packed inside a normal shipping box.
