FAQ

You can sign up for an account by going to Create Account. Customers can sign in using their email and a one-time use code.

No, customer accounts did not transfer to the new website. If you had an account on our old website, you can still sign in to your old account on shop.asmodee.com to view your prior order history.

All pending orders and pre-orders placed on our old website will be fulfilled through our old site. You can view these orders by signing in to your old account on shop.asmodee.com.

No, you can no longer place new orders on the site. You’ll still be able to view the website but will not be able to place any new orders.

Yes, we accept pre-orders for all customers. Check out our pre-order FAQ to learn more.

You can view your order history by going to My Account. Enter the email address you used to place your order to receive a one-time use code.

• Confirmed - Your order has been confirmed.
• On its way - Your order has shipped.

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.

We cannot cancel orders for in-stock items after they are placed.

We can cancel pre-orders up to 10 days before the street date. If you would like to cancel a pre-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.

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.

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 over $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 shipped together. If your order contains both ready to ship products and pre-orders, free shipping will be calculated for ready to ship items and pre-orders separately.

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. You can also look up the tracking number at any time on your Account page.

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.

• https://www.ups.com/
• https://www.ups-mi.net/packageID/

While we take steps to ensure that your order is dispatched and delivered within a reasonable time, some shipments 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.

We do not hold in stock items to ship together with pre-orders. If you place an order with both pre-orders and in-stock items, any in-stock items will ship right away, pre-orders will be held to ship together at the time the last pre-order is ready to ship.

Most promotional items are only available at brick-and-mortar Hobby Stores. Unless otherwise specified on the pre-order campaign, pre-orders placed on the Asmodee site do not come with promotional items.

You can find a full list of limited-edition promotions and a store locator on our Hobby Next website here: https://www.hobbynext.com/.

Since 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 preorder. In most cases, the tax rate will not change, and the estimated tax will be the same as the actual tax on your order.

We do not charge for pre-orders
until they are ready to ship. When you place your pre-order, your card will be tokenized and safely stored. Payment will be charged to the payment method provided 7 days before the items in store date.

If you have more than one pre-order on the same order, payment will be charged for all pre-orders 7 days before the last pre-order in store date on your order.

We begin shipping pre-orders one
week before the last in store date on your order. You can view our release calendar to see when items are scheduled to be in stores.

Yes, we can usually guarantee
inventory on preorders placed at least 10 days before the USA release date. If there is ever an unforeseen issue that affects availability, we will notify our customers as soon as possible.

Please contact our Customer
Service team to cancel or edit your preorder. We may not be able to make changes if it is less than 2 weeks until the street date.

We cannot update the shipping
address after an order is placed. If you have moved since placing your
pre-order, we can cancel the original pre-order up to 10 days before the in-store date, and you can place a new pre-order with your updated address.

• Return requests must be submitted within 30 days of delivery.
• Returned items must be in their original packaging, unopened. (i.e. Shrink wrap intact, sealed booster packs, etc.) and in the same condition they were delivered in.
• Asmodee does not cover shipping costs on returns.
• We recommend that you insure your shipment. You will not be reimbursed for an item that Asmodee does not receive.

You can request a return from our contact us page or by emailing us at customerservice@amsodeena.com.

Please include return in the subject line and specify the order number and item you wish to return in the request.

Returns will generally be processed within 5 business days of their arrival in our warehouse. We recommend that you insure your shipment. You will not be reimbursed for an item that Asmodee does not receive.

For issues regarding wrong or missing items from your order, please don't hesitate to send us an email with the following information:

• The order number for your purchase.
• A description of the problem.
• Some photographs if you received the wrong item
• Confirmation of your shipping address, email address and contact telephone number.

Requests must be sent within 15 days of delivery.

For issues regarding items damaged during shipping, please don't hesitate to send us an email with the following information:

• The order number for your purchase.
• A list of the items that arrived damaged.
• Images of the damaged items.
• Confirmation of your shipping address, email address and contact telephone number.

Requests must be sent within 15 days of delivery.

For issues regarding the quality of your products, please
send us an email with the following information and we will be more than happy to help:

• The order number for your purchase.
• Some photographs and a description to explain the issue with your product(s).
• Confirmation of your shipping address, email address and contact telephone number.

If you did not purchase your Asmodee product directly from
this store, please return to where you originally bought the game for assistance. For further information on this process and more, please read our Parts Replacement FAQ at the link below.

https://www.asmodeena.com/en/customer-service-faq/