Unopened products in original condition may be returned for a refund or credit within 30 days of the date it was delivered. Once we receive the returned item, your card will be refunded for the full amount of your order, minus any shipping charges paid.

To initiate a return, simply call our office at 651-639-1905 between the hours of 9am-5pm M-F for a proper shipping address and a Return Authorization Number (RA#). Please note that all returns require an RA# in order to be processed. Refunds are not issued for returns without an RA#.

It is highly recommended that you insure your return shipment, as you will not be reimbursed for returned items that we do not receive.

 

Q. When will my order be shipped?

A. Orders will generally ship by the end of the following business day after they are placed. Frequently, orders will ship the same day, depending on the time of day the order was placed. On rare occasions, shipping times may be longer.

 

Q. Can I cancel or change my order after it’s been placed?

A. Because orders are processed as quickly as possible, it is not always possible to cancel or modify them. If you would like to change or cancel an order, contact Customer Service by phone at 855-382-8880. A representative will determine if the order can still be changed, and will assist you, if possible. Please note that orders cannot be cancelled via email.

 

Q. Will you notify me when my order has shipped?

A. Yes, you will receive an email with tracking number when the order has been prepared for shipment.

 

Q. Will I receive a tracking number for my order

A. Yes, a tracking number will be provided when your order has been prepared for shipment. Please note, however, that a tracking number may not be recognized by the carrier for several hours after you receive it. Also, International shipping generally will not be updated by the carrier after the package leaves the United States.

 

Q. What is your return policy?

A. Unopened products in original condition may be returned for a refund or credit within 30 days of the date it was delivered. Once we receive the returned item, your card will be refunded for the full amount of your order, minus any shipping charges paid.

 

Q. How and to where do I return a product?

A. Unopened products in original condition may be returned for a refund or credit within 30 days of the date it was delivered. Once we receive the returned item, your card will be refunded for the full amount of your order, minus any shipping charges paid.

To initiate a return, call our office at 651-639-1905 between the hours of 9am-5pm M-F and say you need to start a return for the FFG website. We will provide you with the proper shipping address and Return Authorization Number (RA#). Please note that all returns require an RA# in order to be processed. Refunds will not be issued for returns received without an RA#.

 

Q. What do I do if my package is lost in transit?

A. If your tracking information shows that your package was delivered, but you can't find it, please use the following guidelines:

Within 36 hours of expected delivery:

• Verify the shipping address
• Look for a notice of attempted delivery
• Look around the delivery location for your package
• See if someone else accepted the delivery
• Check your mailbox or wherever else you receive mail.
• Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival

If your order is 36 hours past the expected delivery date, please contact our Customer Service department at 855-382-8880.

 

Q. I don’t live in the US. Will I have to pay customs fees?

A. Please note that international customers should expect to pay customs and/or brokerage fees when receiving an order. These fees are not initiated by Asmodee North America and are not included in the shipping cost or price of the product. ANA is not responsible for any potential customs or brokerage fees charged by your country or carrier.

ANA will not reimburse customers for the cost of product or shipping fees on orders returned due to refusal to pay customs or brokerage fees. These fees will vary depending on each country’s customs policy. If you have questions about potential fees charged, please contact your country’s customs agency and your local UPS office before placing your order.

 

If you have a question not answered above, you can send a message to our Customer Service department using our General Contact Form.

 

Pre-orders are a convenient way for fans to order new products ahead of their release dates. We always recommend that players pre-order our products through their local hobby games retailer to support and ensure the well-being of local hobby gaming communities. 

For those who prefer to pre-order new products directly from the our web site, please read the below FAQ to address any questions about our pre-order program.

 

Q. If I pre-order directly from your web site, am I assured that you will not sell out before shipping my order?

A. Yes, except in extremely rare circumstances where we have encountered an unforeseen issue beyond our control. If such a rare circumstance should occur, we will contact you as soon as practicable to discuss your options (which could include waiting for the next available shipment, canceling the order, etc). Please note, however, that inventory cannot be assured for Late Pre-orders.

 

Q. When will I receive my pre-ordered product?

A. If you live in the United States, your order should arrive on or near the U.S. release date. International pre-orders may take longer due to longer shipping times.

 

Q. How is a Late Pre-order different from a Pre-order?

A. Pre-orders placed near the end of the pre-order period are known as Late Pre-orders. Late Pre-orders will be shipped on the product's release date, so there is no guarantee that we will have stock at that time. If the product is out of stock on the release date, the pre-order will be held until the product is back in stock, at which point it will be shipped. You will still have the option of cancelling your Late Pre-order at any time.

 

Q. What shipping method will be used when the product becomes available?

A. All U.S. pre-orders are shipped via UPS ground when they become available. International orders will be shipped using United States Postal Service Priority International shipping. 

 

Q. Can I place a pre-order for international shipping?

A.  Yes! Please be aware that international orders will take longer to ship and have much higher shipping cost. If you are concerned about the high shipping cost, we encourage you to visit the U.S.P.S postage calculator at https://postcalc.usps.com to check our cost (we ship from Minneapolis, MN, USA). 

 

Q. Can I cancel my pre-order?

A. You can cancel your pre-order at any time before it is shipped.To cancel your pre-order, please sign in to your account by opening a shopping cart on our website and selecting the "View Store Profile" button. Select "Active Pre-orders" from the sidebar, choose the pre-order in question and select Cancel.

 

Q. What if I need to change information on my pre-order?

A. You can change the billing information on one of your pre-orders by visiting https://shop.fantasyflightgames.com/accounts/preorders/, following one of the pre-order links, and clicking the Edit payment source button.

If you need to make any other changes to your pre-orders, please cancel the order and resubmit a new order. Please note that if the pre-order 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. I placed my pre-order but my card was only charged for $1.00. What should I do?

A. When you change your payment method or place a preorder, 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. The full price of the order is charged when we begin fulfillment of orders for the pre-order campaign. When the product ships, your card will be charged for the invoice total including tax and shipping.

 

Q. How long will it take my pre-order to ship?

A. We will begin taking pre-orders as soon as a product is announced. Please check the upcoming page for specifics about when products will be released.

 

Q. Can I place a pre-order along with products that are currently available?

A. Sorry, no. In order to ensure accuracy in the delivery of your games, currently available items will need to be placed on a separate order.

 

Q. Can I place a single pre-order for a number of different products that are not shipping yet?

A. In most cases, each item eligible for pre-order will need to be ordered separately. In some cases, it will be possible to pre-order multiple items that have the same expected release date together.

 

Q. Why does it say "Est. Tax" when I place my pre-order?

 A. Because 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 pre-order. In most cases, the tax rate will not change, and the estimated tax will be the same as the actual tax on your order.

 

If you have a question not answered above, you can send a message to our Customer Service department using our General Contact Form.

 

If a game you purchased in the US has damaged or missing components, please return to where you originally bought the game for assistance. For further information on this process and more, please read our FAQ.

If your issue involves an FFG software product, please send an email to [email protected].

 

Do you have a rules question that is not covered in the rulebook?



• Check the Support section for your game and there maybe an FAQ or Errata that can answer your question(s).


If you cannot find an answer, please contact us with your question via our Rules Question Form.

 

If you have a question or concern that doesn't involve a game component or rules issue, you can send a message to one of our departments using our General Contact Form.