Frequently Asked Questions
Ordering and Payments
Q: How does pre-ordering work?
A: Pre-ordering is ordering an item that is not in-stock for delivery at present. We normally launch a product (normally a collectible statue or another limited edition item) in advance of it being made/ready to be sent to you. At the time of launch we take orders (i.e. pre-orders) from customers who want to secure the item so that they don’t miss out when it is finished and ready to be delivered. We will soon start to charge a 10% non-refundable deposit when you pre-order an item. No deposit is payable on an in-stock item as you’ll need to pay for the item at the time of purchase as this isn’t a pre-order situation. Currently, no deposit is required when you pre-order a statue from us but that will soon change. You will not be required to make any further payments until the product is ready to ship to you unless you’ve choose to the payment plan (i.e. instalment plan) option.
Q: How does the payment plan work?
A: If you select the payment plan as your payment option at the time of placing your pre-order, your payment will be broken up into several smaller payments over several months leading up to the delivery of your order to you. The first payment will be the 10% non-refundable deposit payable on placing your pre-order. When the first instalment payment is due will depend on the number of instalment payments to be made. We try to break up the instalment payments on a monthly basis with the final instalment payment being due at the time the item is ready to be shipped to you.
On a pre-order item with 3 instalment payments, the first instalment payment will be due approximately 2 months before the item ready to be shipped to you, the second instalment payment will be payable about 1 month before the item is ready to be shipped to you and the final (third) instalment payment will be payable when the item is ready to be shipped. The final payment will always be collected when the statue is at our warehouse and ready to be shipped to you. Sometimes it may be more (sometimes less) than month between instalment payments if there are changes to the production schedule (i.e. delays in production or delays in the sea freight of the item to our warehouses).
Q: Can I change to a payment plan after placing my pre-order?
A: Yes, please contact firstname.lastname@example.org but please note that it may be difficult to do so if instalment payments have already been taken for the item you have pre-ordered.
Q: What does “Order pending” mean?
A: Your order is pending because the final payment is yet to be processed (i.e. we take a 10% non-refundable deposit when you place a pre-order). You will only be charged the final payment when your product is ready to ship to you unless you have chosen to pay using the payment plan option (see the FAQ about about the payment plan). We will not charge you for the product if we do not have it in stock or if the item is not ready to be shipped. Before you are charged the final payment, you will receive an email from us asking you to check your shipping address and credit card details. Once your payment is processed, the status of your order will be changed from “Pending” to “Processing” and then to “Shipped” when it has been shipped to you.
Q: What is the “wait list”?
A: If you ordered an item and the order mentions that you have been wait listed, it means that there are a lot of other customers that have ordered the item before you and that the item is assumed to be out of stock. However, because wait listed items are generally items that are either pre-order or on hold due to low inventory, if a buyer cancels their order the item would then be available to the next person on the wait list and so on. We don't charge you anything if you are on the wait list and will only ask you to pay a 10% non refundable deposit if the items becomes available to you. So if you find yourself on the wait list, the worst case scenario is that you (unfortunately) you will miss out on the item so be quick to place your order.
Q: What currency is your site using?
A: All prices are listed in US Dollars.
Q: What method of payment do you accept?
A: We accept Visa and Mastercard. We do not accept payment by Bitcoin or Amex.
Q: Do you accept payment by Paypal?
A: Paypal is possible, but as opposed to Visa and Mastercard, we will take Paypal payments manually (Paypal fees are ridiculously high for us). Simply sign into your GamingHeads account, place your order and send us your order number as well as your Paypal email. We’ll then send you a PayPal invoice and you can then pay for your order by Paypal.
Q: How long does it take to process my payment?
A: It generally takes 1 business day to process payments. However, it can take longer depending on website traffic and public holidays.
Q: My card has expired/been changed, how do I update this for my pending order?
A: The temporary solution would be for you to use this link: http://www.gamingheads.com/change-credit-card.html and place an order for the same item again. This is the link that allows you to enter a new credit card for your previous orders but please make sure you have no products in your cart before continuing otherwise it will throw up an error. The correct order number format for a previous order is 1485999999-999 and should be used again.
Q: My financial situation has changed, can I cancel my order?
A: Yes, please send over your order number to email@example.com requesting a cancellation. If you have not paid a 10% deposit and have chosen a payment plan to pay for your order then we will charge you a cancellation fee of:
1. US$20.00 for cancellations occurring after the first payment;
2. US$40.00 for cancellations occurring after the second payment and before the third payment date; and
3. US$60.00 for cancellations occurring after the third payment and before the final payment date. (based on a 3 payment Flexi-Pay plan but fees may increase with number of payments).
If you have paid a 10% non-refundable deposit then this will not be refunded to you and no other charges (including if you have chosen the payment plan option) will be taken.
Q: I have been charged by WorldPay on behalf of The IP Factory Limited, is this you at Gaming Heads?
A: Yes, payments will be charged via WorldPay on behalf of us (The IP Factory Limited).
Q: If a product is sold out, will you be making anymore?
A: No, not for our limited edition items. Once a limited edition item is sold out we won't be making any more or getting any more in stock, so be quick to get your order in so that you don’t miss out because once they’re gone they’re gone.
Q: If a product states that it is sold out in my area but that is available in other areas, can I have it shipped to my area?
A: We can but the shipping costs will be higher and the risk of the item being damaged in transit is greater. If you accept this then you can e-mail us at firstname.lastname@example.org to request a shipping quote.
Shipping and Delivery
Q: When is an item expected to be shipped?
A: Our Facebook page has the most updated expected shipping dates. Check out our facebook page at: https://www.facebook.com/gamingheads/ The Gaming Heads Collective (https://www.facebook.com/groups/1699802543616105/) is also a great source of information about all things Gaming Heads related.
Q: My order has been shipped to the wrong address, can you divert the package?
A: Most of the time we can divert it if there is sufficient time, but if it was due to you not checking your order information before shipment then this could incur an additional charge which you would be responsible for.
Q: How do I update my address for a pending order?
A: You must e-mail us your new address to email@example.com quoting your order number in question. Please make sure to include your new address in the correct format ie. street address & number, city, state, zip/post code and country.
Q: Why are you unable to fulfill my order?
A: Please note that all shipping costs to remote destinations such as Hawaii, Alaska, PO BOX addresses etc may incur further additional shipping fees.
Q: How much does it cost to ship an item to a particular destination?
A: We have a shipping calculator in the shopping cart page when you place your order. Please contact customer service at firstname.lastname@example.org if there is no shipping cost estimate for your delivery address.
Q: What happens if I'm not home when my order arrives?
A: We will email you when your order has been shipped out to you. The delivery company will attempt delivery at your address 2-3 times after which, if they are not successful, they will give up and will return your order back to our warehouse :( We'll then contact you again. A re-shipping fee will be charged to send out the shipment again.
If you want to cancel your order after it has been returned back to us we will refund the purchase price to you but not the cost of shipping and delivery.
Q: How long will my order take to arrive?
A: We have warehouses located in the US, the UK and Asia. It generally takes 4-6 days if we are shipping domestically. However, shipping from our Asia-Pacific warehouse to places like Australia may take up to 2 weeks for the item to be delivered.
Q: My country is not listed in places you to which you ship. Does that mean you can’t send it to me?
A: Not necessarily. In these situations, we recommend you organize a 3rd party courier. We can have your item shipped to the 3rd party of your choosing, who then should be able to ship your order to your location.
Q: I have placed an order for multiple items - is combined shipping possible?
A: Unfortunately not. We are unable to offer a combined shipping price because the 3rd party we have contracted for warehousing and shipping charges per item picked, packed and shipped, regardless of weight and size etc. In other words, if we are to ship 7 items, regardless of how big or small they are, we both get charged 7 times :(
Q: Do I have to pay import tax?
A: This varies from country to country but you are responsible for any import taxes and/or duties that you payable on the delivery of your order into your country. If we ship domestically from our warehouses (US, EU) and your order doesn’t cross any borders for taxation purposes then there is no import tax.
Q: Are custom orders possible?
A: Unfortunately not. We are unable to do custom orders without the permission of our licensors.
Q: The packaging the product came in is damaged. Is it possible to have the packaging replaced?
A: Generally the answer is no as we don’t make extra packaging. We do appreciate the importance of packaging but consider the purpose of packaging is to protect the product itself and that the packaging is not actually part of the product.
Q: My item was damaged when it arrived. What can I do?
A: Please contact us at email@example.com and provide us with details such as your order number as well as photo evidence of the damage. This helps us to assess the damage and what can be done. Please contact us within 30 days of receipt as per our returns/replacement policy (http://www.gamingheads.com/returns)
Q: How do the Reward Credits work?
A: For more information about how the Rewards Credits are earned and can be spent please go to: http://www.gamingheads.com/rewardpoints-policy/
Q: Why have my Reward Credits not been updated?
A: It usually takes at least 30 days for your Rewards Credits to be credited to you after your order has been shipped to you. If your Reward Credits have still not been added to your account after the 30-45 days, please send us an email with the details of your order and we’ll manually update it for you.
Refer a Friend/ Affiliate Program
Q: How do I refer a friend and get rewarded for it?
A: Please follow the sets below:
1. Log into your account via www.gamingheads.com
2. Go to: My Account -> My Rewards -> Refer Friends.
3. Copy the link under ‘Link/Coupon to share’ and send it to your friend!
4. Alternatively you can send them an e-mail, share via Facebook and share via Twitter.
5. As soon as your friend has registered an account you get 100 Reward Credits^.
6. When your friend places their first order they will get 5% off the listed item price for their order excluding shipping.
7. You both get Reward Credits equivalent to the item cost of your friend’s first order 30 days after they have paid for their first order*.
It's as simple as that!
What you get:
100 Reward Credits upon account registration by your friend
*1 Reward Credit for every US$1.00 spent by your friends for their first order excluding shipping
What your friend gets:
5% off the listed item price for their first order excluding shipping
*1 Reward Credit for every US$1.00 spent by them for their first order excluding shipping
^applies to new customers only. Your friend cannot have the same email, payment or delivery address as you.
^applies to new customers only. Your friend cannot have the same email, payment or delivery address as you.
Q: We would like to open an Wholesale Account. Is this possible?
A: Yes this is possible. Send the details of your business, such as your store’s street address and/or website, a copy of your business license (and/or resale certificate if applicable) and information on the type of products that you currently sell to firstname.lastname@example.org and we’ll get you started. We’ll need a bit more information later about you and your business if we decide you proceed with your wholesale account application.
Please note that we can only sell our products to those with a brick-and-mortar and/or their own online store selling toys, comic books, geek/pop-culture merchandise and/or collectible statues. We cannot sell to businesses that sell or intend to resell our products on third party eCommerce sites like eBay or Amazon.
Q: How do I validate/authenticate my product?
A: Firstly you must log into your account via www.gamingheads.com
1. Select My account
2. Select Authentication
3. Fill in all the relevant information. (Serial no = statue number)
Validation is only available for our collectible statue and other limited edition products.