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Frequently Asked Questions

Cannot find answers to your question?

Don’t hesitate to contact us on our “Join Us” form at your right.

You can view the status of your order via “your account” or directly by “this page”.

What are the shipping costs (Canada)
You get free shipping on all orders over $89 (Quebec, Ontario, New-Brunswick). Elsewhere in Canada see conditions. A flat rate of $11.95 on orders less than $89 (QC, ON, NB). You will also find more than 100 products that ships for only $2.95*. *Please note that no tracking number is offered with this type of shipment. $1 per additional product will be added. See FAQ "Where is my tracking number?" for more details on shipping products at $2.95.
What are the shipping delays?
All orders will be delivered using Canada Post. You should expect delivery in 4 to 12 business days depending on your location. If your package is not delivered within 12 days, please contact us by email: (support@boardgameexperience.ca). Shipping time can be longer during busier periods such as the holiday season. Canada Post requests to wait up to 1 month before reporting a lost envelope. International orders may take longer to delivered.
What is my status order?
There are two ways to know the status of your order:
  1. You click on this link (link in the top menu) "Status order" and you enter your order ID and the email used during checkout.
  2. The other option is to login on the site by the menu "Login" and then on the same menu choose the option "Orders". Of course, this option is only available if you have created and purchased through your account. If you made your purchase as a guest, this option is not available.
Will I receive a confirmation after I have placed an order?
You will receive an email confirming that your order has been placed. On this email you will get your order's details. A tracking number will be sent as soon as your purchase is ready to go. If you have not received your tracking number after 48 hours, it may be in your spam box. You can reach us and we will be pleased to send it to you.
Where is my tracking number?

Shipments to Canada (package)

You will receive tracking numbers by email in the next 48 hours. If you don't receive any tracking number within 48 hours, please immediately write us on the "Reach Us" page. If you already have created an account, you will find your tracking number on your account page.

Shipments to Canada (envelope) - less than $9.95

Envelope shipments do not have tracking number. If you want to get a tracking number for this type of product, you must choose "Expedited Parcel" in the shipping options.

International Shipments

You will receive tracking numbers by email in the next 48 hours. If you don't receive any tracking number spent 48 hours, you could reach us on "Join Us" page. If you create an account, you will find your tracking number on your account page.
What forms of payment do you accept?
All of our transactions are in CAD dollars. We accept Visa, MasterCard, and American Express credit cards. We also offer PayPal for your convenience.
Can I change or cancel my order once I've submitted it?
You can write to us immediately and tell us that you wish to modify or cancel your order. However, to ensure the best and most efficient customer service, we process all orders immediately upon receipt. We may not be able to cancel or modify your order once it has been shipped. We are sorry for any inconvenience this may cause and thank you for your understanding.
What happens in the parcel was shipped at the wrong address?
If we made a mistake please write to us as soon as possible at: support@boardgameexperience.ca Board Game Experience cannot be held responsible for items shipped to the wrong address due to a wrong address provided at the time of placing the order. In the event of a parcel delivered to the wrong address, we invite you to contact Canada Post directly at the following number: 1 866 607-6301 or Purolator at 1 (888) 744-7123.
Is it possible to buy your products in store?
No. Unfortunately, all of our products are only offered and sold through our Website.
Returns
If you are not satisfied with your purchase, it is possible to obtain a credit (for a future purchase) within 15 days following the purchase of a product, minus the shipping costs (the real cost if the items were shipped free of charge). You may send back your products, at your expense, if they are in perfect condition with all original packaging. We will evaluate if the products are saleable as new. If not, a penalty of 25% to 50% may be applied without notice. To report a return, you must contact Board Game Experience by email at support@boardgameexperience.ca. All products received without a request will be refused and returned at your expense. Products that cannot be returned: all handmade products, stickers, products delivered by a third party, sleeves, coins capsules, clearance, as well as any product that we deem unsuitable for return.
Will I receive a confirmation after I have placed an order?
You will receive an email confirming that your order has been placed. On this email you will get your order's details. A tracking number will be sent as soon as your purchase is ready to go. If you have not received your tracking number after 48 hours, it may be in your spam folder. You can reach us and we will be pleased to send it to you.
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