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Customer Service FAQ

If you have an account, you can view any pending orders by going to My Orders under your account. Once your order has shipped, it will move to the My Shipments screen. From there, you can view your order details and tracking information.
Not ready to order yet? Comparing titles for later? No problem! Just add the item to your Wishlist for easy access to the items you want to save for later. Click on the add to wish list link next to an item to add it to your wishlist.
See a game you think your friend would like? Use the tell a friend feature to send them an email with a link and a personalized message.
To submit a review, click on Write a Review while on the product page. You can give the game a rating and describe your experience.

Product reviews should be about the content of the product itself. Please send any questions, or customer service issues directly to our customer service team. Reviews that are not relevant to the product, or contain offensive content, may be removed.
Yes! We accept preorders for customers with an account.

Read more at B2C Preorder FAQ
If you have an Account, you can view the status of all of your pending orders under My Orders.
  • Pending - Your order is being prepared for shipment.
Once the order has shipped, you will be able to view it under My Invoices and My Shipments.
  • Shipped - Your order has shipped. You can click on the tracking number to view the latest shipping update.
We endeavor to get all orders shipped as soon as possible. Generally, orders will ship within 1-2 business days, however this is not guaranteed, and it may take longer during peak business times, holidays, or if there are business interruptions. If you have not received your shipping confirmation within 5 business days of placing your order, please contact customer service.
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.
If an item on your order is out of stock, we will refund your account for the item and ship the rest of the order. There are exceptions when we know an item will be restocked within 15 days, in which case we will hold the order and ship it in its entirety once the item arrives.
If you would like to cancel an order, please contact us at customerservice@asmodeena.com or through our contact us page and include the order number you would like cancelled in the request.

Please note, we cannot guarantee that we will be able to cancel orders for in-stock items after they are placed.
Not sure which game to buy? You can now compare different products by using the compare products feature.

When viewing a product, simply click on compare product to add it to your list of products to compare.Once you have all products selected, you can click on compare in the compare products pop-up window. From there you will see a comparison of the reviews, prices, and product specifications for all of the products selected.
Our shipping costs are based on the total weight of your order as well as the destination location. To get a real-time shipping estimate, please put the item(s) in your cart and proceed to check-out. After entering the country and postal code on the cart page, all the shipping options and associated costs will appear.

In the rare case where the final cost does not match the estimate, we will notify the customer before the order is shipped. See International Customer section for specific terms for international shipping.
We offer free shipping for orders of $49.00+.

Free shipping is limited to addresses within the 48 contiguous United States and the District of Columbia. It does not apply to addresses in Alaska, Hawaii, US Protectorates, or any other address outside of the United States.

When calculating whether you qualify for free delivery, our system only counts products that will be physically delivered to you - such as miniatures, books and Hobby supplies. 
We do our best to ship all items in a single package. However, there can be occasions where multiple packages are needed. Customers will not be charged additional shipping if multiple boxes are needed.
We will automatically send you a tracking number after we ship your order. If your order is listed as shipped but you have not received a tracking number, please reach out to our Customer Service team.

If you have an account, you can also view the tracking number under My Shipments.
Tracking numbers take time to get into the system, occasionally this can take as long as 24 hours but often it's much shorter. If it doesn't work the day after we've emailed it to you, please email us to let us know.

Please also check that you are looking at the correct tracking website. Asmodee primarily uses these services.
While we take reasonable steps to ensure that your order is shipped and delivered within a reasonable time, some deliveries can be delayed.

For US shipments, we will consider an order lost after either 14 days with no tracking updates, or 30 days after the shipment date, whichever comes first.

For international shipments, we will consider an order lost after either 30 days with no tracking updates, or 90 days after the shipment date, whichever comes first.

If the order is missing, please do not hesitate to contact us with the information below and we will sort it out for you as soon as possible:
  • The order number for your purchase.
  • A description of the problem.
  • Confirmation of your shipping address, email address and contact telephone number.
You can view our full list of countries from the checkout screen. If your country is not listed, we unfortunately are not able to ship to you at this time.
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 and will be responsible for any return shipping fees on orders returned due to refusal to pay customs or brokerage fees.

A package can take up to 120 days to clear through customs.
When shopping with us you may notice that not all items are available to ship to all locations. This is due to various licensing and distribution restrictions, and we are not able to make exceptions.

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.
If you are unhappy with your purchase, we are happy to facilitate a return or exchange. Check out our Return Policy for more information.
Our Customer Support team is available Monday through Friday from 9:00 AM CST to 5:00 PM CST. Our offices are closed on all major holidays.
  • Fill out our contact form
  • Email us at customerservice@asmodeena.com
  • Call us at 855-382-8880
Customer Support strives to answer all inquiries as quickly as possible. We answer all emails in the order they are received. Typical response time is one business day.
While we would love to help, the Asmodee USA Customer Support team is not all-knowing. Here are a few topics we’ve been asked about and where you can more likely find the answers:

ASMODEE APPS & SOFTWARE
If you are experiencing an issue with an app, please contact the developer through your app store or reach out directly to the appropriate studio.
ORGANIZED PLAY
If you have questions about an upcoming Organized Play event, please contact the store or convention hosting the event.

GAMEPLAY AND RULES
If you have questions about gameplay, rules, etc. Please reach out to the studio for more information.
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