Customer service
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Do you offer price matching?
Mission: Fun & Games is happy to consider matching the advertised price of many of our Canadian competitors. Price matches can only be handled in-store at this time – due to limitations of our system, we are not able to offer price matching for online order customers at this time.
To request a price match, in-store customers can provide a link to the product at a competing brick and mortar Canadian business. Eligible products must currently be in-stock, regularly priced, (we cannot match sale/clearance/liquidation pricing or products being sold below cost,) and listed in Canadian dollars.
All price match requests are reviewed on a case-by-case basis, and will be issued at the sole discretion of management and ownership. We reserve the right to decline a price match request for any reason, although we will do our best to find a fair and adequate compromise wherever possible.
Please note that online only businesses such as Amazon, Ebay, Kijiji and other bid base / resale websites are excluded from this policy, as are Big Box stores such as Costco, Walmart, and Toys R Us.
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Do you offer a Military/First Responder/Seniors/etc. discount?
No, we do not offer any discounts for special groups or organizations.
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Do you offer in-store pickup?
Yes we do! You will find an option for in-store pickup during checkout. In-store pickup orders may take 1-2 business days for us to prepare your order, and once prepared, you will receive an email from our system that it is ready for pickup.
Please be aware that we will require identification at the time of pickup in order to ensure that we are giving orders to the correct customers.
Please note that due to our order volumes during the holidays, we normally discontinue in-store pickup as an option for online orders between November 30th and January 15th.
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Can I have someone else pick up my order?
Yes you can! Once you have received the confirmation email that your order is ready for pickup, you can reply to the confirmation email to let us know who you would like to pickup your order in your place.
Please note that your designated agent will be required to provide identification upon pickup.
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I bought my game and it's missing ______________! What can I do to get this resolved?
In many cases, product manufacturers do not provide retailers with options for resolving missing components. We recommend that you start by reaching out to the board game publisher - many publishers have a missing component claim form on their website that you can fill out to get replacements shipped to you directly.
If you have already contacted the publisher and have not received a response within a week, please feel free to email us at [email protected], and we would be happy to see if there are any options we can take through our distributors to get the problem resolved for you.
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I setup an account on your site, and no longer want it. How can I delete my account?
We're sorry to see you go! If you want to delete your account, please email us at [email protected], and we will see about removing your account information from our system.
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Can I get a refund for ____________ item?
In-Store Purchases
Unless otherwise specified, most products can be returned for refund, within Fourteen (14) days of purchase. Any product that is returned after Fourteen (14) but before Thirty (30) days from the original date of purchase can be returned for store credit. Product must be in the same condition as sold, with all factory seals and shrink wrap intact, and must show no signs of tampering.The date of purchase is considered the date listed on the original sales receipt.
Some items are considered “Final Sale”*, including:
All TCG product (Magic: The Gathering, Pokemon, Yu-Gi-Oh!, etc.), or Sports cards
Any product without a package seal
All custom wood products
Any sale product (including items on clearance, Bumped & Bruised, or sold on our Employee Pricing Program)
Orders shipped internationally
Special Order items
All dice product (including Chessex sets, Die Hard sets, bulk dice and Metal dice sets)
All miniatures supplies (paints, primers, brushes, basing supplies, glues, etc., not including sealed sets)
Stuffed/Squishables products
Both in-store and online purchases can be returned to our physical location, and must be accompanied by the original sales receipt. Management will inspect the product, and – assuming the product falls within policy criteria – will process the refund or credit as appropriate.
*Final Sale items are not eligible for refund or exchange under any circumstances.
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Can I exchange ______________ item?
In-Store Purchases
Unless otherwise specified, most products can be returned for refund, within Fourteen (14) days of purchase. Any product that is returned after Fourteen (14) but before Thirty (30) days from the original date of purchase can be returned for store credit. Product must be in the same condition as sold, with all factory seals and shrink wrap intact, and must show no signs of tampering.The date of purchase is considered the date listed on the original sales receipt.
Some items are considered “Final Sale”*, including:
All TCG product (Magic: The Gathering, Pokemon, Yu-Gi-Oh!, etc.), or Sports cards
Any product without a package seal
All custom wood products
Any sale product (including items on clearance, Bumped & Bruised, or sold on our Employee Pricing Program)
Orders shipped internationally
Special Order items
All dice product (including Chessex sets, Die Hard sets, bulk dice and Metal dice sets)
All miniatures supplies (paints, primers, brushes, basing supplies, glues, etc., not including sealed sets)
Stuffed/Squishables products
Both in-store and online purchases can be returned to our physical location, and must be accompanied by the original sales receipt. Management will inspect the product, and – assuming the product falls within policy criteria – will process the refund or credit as appropriate.
*Final Sale items are not eligible for refund or exchange under any circumstances.
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I no longer require my order, can I cancel it?
Yes, so long as your order has not yet shipped. Please note that we reserve the right to apply a 15% administrative fee for orders cancelled under any circumstances. This administrative fee is evaluated on a case by case basis. If you require an order cancellation, or partial cancellation, please contact us as soon as possible using the following methods:
- Replying directly by email to your order confirmation
- Sending a request by email to [email protected]
- By telephone or text to 1-866-379-1055
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Why is there an order cancellation/restocking fee?
Our cancellation/restocking fee is there to help cover the labour and payment processing costs involved with processing your order.
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My game arrived damaged! What can I do to get it replaced?
Orders are packed carefully to ensure integrity of product upon arrival to you. However, due to circumstances beyond our control, damage to products can occur during the shipping process. Please refer to the following paragraph for a definition of damage.
Items are ineligible for any damage claims under the following circumstances:
- Items at a discount of 25% off or greater (Includes items under the Employee Pricing program)
- Used games or other used products
- In store pickup
- Orders shipped internationally (outside of Canada)
- Damage to internal components or missing components due to manufacturing error
If your product does not fall under any of the above, please reply to your order email with details, and we will review the damage claim and respond with a resolution as soon as possible.
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Why do pre-orders have to be ordered one at a time?
Due to limitations in our system, orders can not be partially fulfilled at this time. This requires us to hold the entire order until pre-order items arrive in our warehouse, which can require significant additional space and increases the chances of items being misplaced or damaged.
As a result of this, we require all pre-orders be placed individually, to prevent any chance of mix-ups or damages to customer products.
Additionally, due to the volatile nature of the board game industry, items expected to release at the same time may be delayed, arriving at our warehouse at different dates and causing delays to processing your order.
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Why can I no longer place an order for in-store pickup?
We normally turn off the option for in-store pickup during the holiday season. Both our storefront and online orders are extremely busy from the end of November until early January, and we can not guarantee that in-store pickup orders will be fulfilled in a timely manner during this period.
We apologise for any inconvenience this may cause, but look forward to assisting you in store!
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Why are the prices on my online invoice different than the prices shown on the website?
Due to the way that our system displays it's online invoices, the line items on your invoice include the applicable taxes for your location, where as the prices on the website are pre-tax amounts. For instance:
If a product has a pre-tax amount of $39.95, and your location has a 15% HST, the invoice will show that the product was purchased for $45.94
Please note that when totaling the product's individual prices on your invoice, (including the applicable shipping & handling charges, if applicable,) the total amount will equal the Total incl. tax line on the online invoice.
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When do I need to order in order to make sure my purchase arrives for the holidays?
We cannot guarantee shipping times during the month of December, and we are unable to offer any refunds on shipping due unexpected shipping delays.
- Maritimes - December 8th
- Ontario/Quebec - December 10th
- Manitoba Saskatchewan - December 12th
- Alberta - December 19th*
Please note that after December 24th, our shipping carriers will not be picking up any orders until December 28th or later. We recommend that customers looking to order product plan accordingly to avoid unexpected shipping delays.
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Do you offer free shipping?
No, we do not offer any free shipping options at this time.
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Can I place my order with Canada Post Regular Freight and get reduced shipping?
Due to the volume of shipments we process with Canada Post, we get their faster Expedited shipping at a reduced price equal to the Regular Freight rates. As a result, we do not offer Regular Freight as a shipping option.
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Can I have ____________ item shipped to my country?
We do offer international shipping for a large number of products in our inventory. Please note that there are some products that we are unable to ship outside of Canada due to these products being regionally protected by distributors. Products that fall into this category include - but are not limited to - products from the following publishers:
- All Kickstarter titles
- Asmodee & Asmodee Exclusive Brands
- Games Workshop
- Hasbro/Avalon Hill
- Wizards of the Coast
- Fantasy Flight
- Atomic Mass
- The OP (USAOpoly)
In addition, any products that are available for Pre-order, on Clearance or otherwise marked down in price do not qualify for shipping outside of Canada.
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How much will it cost to have _____________ shipped to me?
Starting September 2024, Mission: Fun & Games is proud to announce that we are offering flat rate shipping throughout Canada!
Flat Rate shipping pricing is based on Province/Territory being shipped to, and is limited to total shipment weight of 5KG and below. Please see the below chart to determine flat rate shipping amounts based on destination:
Province/Territory ** Flat Rate Amount Alberta $9.95 Western Canada (British Columbia/Saskatchewan/Manitoba) $14.95 Eastern Canada (Ontario, Quebec, and Maritime Provinces) $19.95 Territories (Northwest Territories, Nunavut and Yukon) $29.95 ** Please note that we do NOT offer flat rate shipping tiers to international customers at this time, nor do we have any free shipping tiers available. Flat Rate shipping will typically have 1-3 business days for order handling, and will be shipped with an average 5-7 business day expected shipping time from the date the order is shipped from our warehouse.
Non-Flat Rate shipping options
Our general shipping costs are based on rates quoted by the delivery providers (Canada Post or FedEx) and are reliant on the size, weight, and quantity of ordered items. We also ship using Expedited rates since they are slightly faster and our volume grants us this premium at the same price as the slower regular shipping.
Most orders are processed within 1-3 business days. You are automatically sent a tracking number once your order ships.
You can trust that your order will be quickly processed and delivered safely. We can ship products anywhere in the Canada and most of the United States using the shipping method of your choice. When you place an order we will estimate delivery dates based upon the availability of your item(s), shipping method selected and your shipment's destination. Our shipping charges are determined by the total dollar amount of your order, excluding applicable sales tax.
Some products cannot be shipped to international destinations, so please submit a message to us from the Contact Us page if you would like to discuss international ordering options.
Please note that Canada Post is not currently honoring any claims for parcel delays. If your parcel arrives outside of the expected delivery window, we will be unable to offer any reimbursement for shipping delays until Canada Post rescinds this policy.