Frequently Asked Questions

 


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General Questions

I have a question about an order or product. Who do I contact?

Please contact us via the form below. We work hard to get back to everyone within two working days.

Can I call you with a question?

Sorry, we do not offer phone support - please send us an e-mail with your question(s). Scroll the page down and you'll find the email form.

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.

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 a different size, we can cancel / refund your current order (or a product in it) and you will need to place a new 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

If I order today, when my order will ship?

We make every effort to get your order to you as quickly as possible. Most orders ship in same day or within 2 business days from when order was placed.

We ship Monday through Friday, excluding holidays. Sometimes, during high volume season(s), orders may take longer to process. Once your order is fulfilled, 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 via the form below as soon as possible to inquire about changing your shipping address. Please make sure to include your order number for faster service.

More about shipping can be found on Shipping Section below.

Handling returns on Board Game Hell

About Returns of damaged or incorrect orders

If you have received damaged, defective or incorrectly shipped merchandise, please return the product 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 you are returning and reason why

We highly recommend that the items be returned to us using a mail service which provides tracking or insurance. Mail to:

Board Game hell by Olbedesign
Porrassalmenkuja 4 B 18,
33410 Tampere,
FINLAND

Once your return has been received by us, 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 for any reason within 30 days of Date of Purchase. Upon our receipt of the returned product, we'll be happy to 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.

Questions About Payment Methods

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.

General Questions About Gift Orders

Can I place a Gift order from you directly to my friend?

Yes you can! Just let us know the receiver's address. You can write it on "Special instructions for seller" box on Shopping Cart page. You can also write a short greetings for them, if you want!

We will send your order to your friend at no extra costs. Easy AF. 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 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 Death Pencils, 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.

About Webstore

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.

Board Game Hell is SSL secured

Why I see some photos in lower quality than others?

That's widely known issue with Shopify platform. Even though all photos are finalised in Photoshop in best quality/file size ratio, the system does not allow us to turn the image compression entirely off. That's something we have to live with.

Also, the new high resolution screens show normal images sometimes in lower quality. But cellular networks are not on a level yet around the world where we could use the high resolution versions. Sorry.


Please, let us know if you have problems to see enough details of some product(s), and we'll look into it!

What you can do with your personal information

GDPR and Privacy Policy?

The Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from Board Game Hell. You can read it here.

How can I remove my email address from the BGH Newsletter Subscribers List?

If you don't want to receive any future newsletters from us, you can do this easily next time by clicking the "Unsubcribe" link at the bottom of the Newsletter you've got from us.

Please delete my personal information

You may request to have your personal information deleted.

Warning: There is no way to reverse the process and recover your information. This deletion will include all accounts you may have identified as well as any other personally-identifiable information we have in our system associated with your accounts.

To request to have your personal information deleted, please contact us via the form below.

Add information like Name, Customer number, Email Address and latest Order Number in your message.

We may require additional information from you to allow us to confirm your identity. If we are unable to confirm identity, we reserve the right to reject a deletion request. Requests can take up to 30 days to complete after identification.

Request a Copy of My Personal Data

You have the right to access and rectify any personal data we have collected about you on Shopify platform. To request a copy of your personal data, please contact us via the form below.

Add information like Name, Customer number, Email Address and latest Order Number in your message. We may require additional information from you to allow us to confirm your identity. If we are unable to confirm identity, we reserve the right to reject a request for a copy of your data. Requests can take up to 30 days to complete after identification.

Empty comments around the Internet

"Why your products have received almost exclusively 5 star Reviews? I doubt they're all fake, you pieces of ****!"

No, they are not. All reviews are requested from our customers since the first products sold, back in January 2017. Some people have written a review by their own, when felt that their purchase deserve one. We appreciate everyone who have had a minute to write something up.

Maybe you should try our products too, just to see if there really are some genuine reasons for the high-rated reviews?

"Your products are such a crock of profiteering crap"

Some individuals seems to have an opinion that all creations should be free. Even if it is a luxury item you can live without.

These people rarely realize that these products are not free for the creators either. There are several expenses before we can offer these to you — and even some after that.

While other of them are monthly running expenses, like...
- Electricity
- Adobe Creative Suite
- Font Families
- Prototyping materials
- Professional Grade Tools
- Web store monthly fees
- PayPal and Shopify payment fees
- Plus all other expenses it takes to run a real business

...some are just tasty little extras on each individual order:
- Printing Expenses of the final products
- Shipping & Import Customs for the final products
- Printing, shipping & Import customs for product packages
- Office printer ink cartridges, paper and sticker paper
- Packing & Mailing materials
- Stamps (a damn lot of them!)
- Working hours for active Customer Service
- Plus all the refunds, returns or missing and broken shipments

Oh, and did I mention that we would like to have something little for our troubles after designing all these tiny pieces of awesomeness? That's not much out of it, after all the expenses. So please, do your homework before commenting on the Internet.

On Board Game Geek we had a short conversation on this topic.

"English, motherf*cker! Do you speak it? Say 'what' again, I dare you, I double dare you motherf*cker, say 'what' one more Goddamn time!" *

As English is not our native language, you may find some linguistic stupidities on this site. Sorry about that. We sincerely hope you understand what we're trying to say, anyway.

But hey, feel free to learn some basic Finnish, my foreign friend!


* A legendary quote from Pulp Fiction

We Ship Worldwide.

And we offer FREE Shipping for all orders over $59 USD!

DID YOU KNOW: If you add stuff for value of only $60 to your Shopping Cart, your entire order will be eligible for Free Shipping. Where ever you live. How cool is that.

If I order today, when my order will ship?

We pack orders on daily basis. We will do our best to mail your order within the next 1-2 working days after receiving your order. Most orders are fulfilled during the same day they are received.

You will receive an email when your order is fulfilled and on it's way to a mailbox.

Please note that seasonal sales or campaigns may slow down the shipping process due to amount of orders.

Where the goods are dispatched from?

Your order will be mailed to you from Tampere, Finland.

What mail service the Free Shipping use?

To be able to offer Free Worldwide Shipping the entire order will be shipped as an Economy Class Mail (orders $59+).

If you want to pay extra for faster delivery (see timetable below), the shipping can be upgraded to 1st Class Priority Mail on checkout.

I am a VIP customer, how do you handle my orders?

Buyers with VIP Account are eligible for lower Free Shipping limit ($39) by using the Special Coupon Code "VIPSHIPPING" on checkout. This will use the normal 2nd Class Economy Shipping.

VIP Customer can upgrade their Shipping method when ever they want. To do this, they should select 2nd Class Economy Shipping on checkout (even if there is Free Shipping option available). Then, this will be upgraded to 1st Class Priority on fulfilment process. Board Game Hell covers the extra share.

How long the shipping will take?

Estimated Shipping Time for 1st Class Priority Mail (by Finland's Posti Group Company):

Northern Europe 2-5 work days
EU 3-6 work days
Rest of the World (Metropolitan Areas) Approx. 4-10 work days
Rest of the World No estimation (but I'm sure your order will arrive in reasonable time anyway)

Economy 2nd Class Mail may take several weeks to arrive, depending where you live. Especially if you live far from the metropolitan areas (and from Finland, of course).

I never received any Tracking Number, what gives??

Calm down and keep breathing. That's completely normal. All orders are shipped via Mail Service without tracking information to keep the shipping costs reasonable. If your order does not arrive within a few weeks around the approximate time window (see table above), please contact us.

Please note that countless things can affect on shipping times, such as strikes, catastrophic weather or customs inspection. Every order we have sent to our customers has arrived sooner or later.

Can I pay extra for a tracked parcel?

If you want your order packed in a box with tracking code, please contact us and we will make that happen. But be warned that this can be a goddamn expensive option.

My goods arrived damaged, what to do now?

The goods are always packed with some protective layers to avoid damages on the road. But, if they suffer any unexpected damages during shipping anyhow, no need to panic. We're here for you. Just send us a message with a short description about the damage and we'll see how we can sort you out.

If your order arrives damaged, please take some quality photos of the package and damages before opening it, if possible. We may ask the photos about the damages via email afterwards.

Could you mark my order as value of $0 USD?

Hell no! This ain't eBay. If you live outside EU, the package will have CN22-sticker on it. Order Invoice is always included inside the package in case the customs need to inspect it.

Please, consult your local customs for any additional costs of importing Board Games / Hobby stuff.

The staff of our local post office is a bunch of dumbass idiots. Do I really have to visit there?

Hahaha, no! Your order will be packed in a C5/C6 size envelope or a thin cardboard box (Height 1.18in / 3cm). All of them should fit in most mailboxes and letterboxes. Humongous orders will be packed in multiple thin boxes, if not stated otherwise.

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