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. There is a 10% non-refundable deposit  payable when you pre-order an item that will be forfeited if you decide to cancel the order. You will not be required to make any further payments until the product is ready to ship to you unless you’ve chosen the payment plan (i.e. instalment plan) option in which case you will make several automatic instalment payments before the product is ready to ship to you.

Q: Who / What is WorldPay?
A: WorldPay is an international credit card payment processing company.  Your credit card payments are processed through WorldPay so we do not keep any of your sensitive credit card details.  We use WorldPay as it's more secure and we don't need to keep any of your credit card details.

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. The instalment payments will be automatically processed on or about the date chosen by you for processing instalment payments.  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 when production of the item is expected to be finished. The Shipping & Handling fee will then be processed when the item is in our warehouse and is ready to be shipped to you.

On a pre-order item with 3 instalment payments, the first instalment payment will be due approximately 3 months before production of the item is expected to be completed, the second instalment payment will be payable about 2 months before production of the item is expected to be completed and the final (third) instalment payment will be processed when production of the item is expected to be completed. The Shipping & Handling fee will be processed when the item is in our warehouse and is ready to be shipped to you. Sometimes it may be more (sometimes less) than a 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: My order is on a payment plan.  Can I pay it off early?
A: Yes, if it is for an in-stock item.  Just send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) and they can help with processing the final payment for your item.

We generally do not process full payment for a pre-order item until that item is ready to ship to you. There are 2 reasons for that:
1. we believe that your money is best kept with you for as long as possible; and
2. delays can and do happen :(

You can always pay off your pre-order item early if it is already in your local warehouse. 

Q: Can I change to a payment plan after placing my pre-order?
A: Yes, please send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) 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 status “Processing” mean?
A: "Processing" means that your order has been accepted but has not yet shipped.  Your order will show "Processing" until your order has been fully paid for and shipped to you at which time your order status will change to "Complete".  

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 does “Pending Payment” mean?
A: "Pending Payment" means that the credit card payment process has not yet been finalized. (i.e. you have not completed the credit card payment process with WorldPay).
To complete the payment process, you will need to log in to your Gaming Heads account >> click on the order that is payment pending >> click on 'Make Payment' (shown in the top right hand corner of your order) >> complete the payment process with WorldPay.

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. You will need to pay a 10% deposit even if the items are on wait list, but if we are unable to fulfill your order then this will be refunded back 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 does it mean if my order is on “Backorder”?
A: Your order may show 'Backorder' if your item was available in your local warehouse but is assumed to be out of stock because a lot of other Community members have already ordered the item before you on payment plans. However, because Backorder items are generally items that are on hold due to low inventory, if another Community member cancels their order then their item would then be allocated to the Community member next on the Backorder list. You will need to pay a 10% deposit even if the item is on Backorder to secure your item if it does become available, but if we are unable to fulfill your order then your deposit will be refunded back to you. So if you find your order being on Backorder, then the worst case scenario is that you (unfortunately) may miss out on the item so be quick to place your order during the pre-order period.  The best case scenario is that another Community member cancels their order and we are then able to complete your order for you.

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: Yes, payment by PayPal is possible, but as opposed to payment by Visa and Mastercard, we need to take PayPal payments manually. Please note that a 4% Service Fee applies to all PayPal payments because PayPal fees are ridiculously high.

If you want to pay for your order using PayPal then please leave your PayPal e-mail address in the comment box in step 5: 'Order Review' of the checkout process. Click 'Place Order' but do not proceed any further in the order process.  On being re-directed to the Worldpay page, please press the back key or close the Worldpay page window - i.e. do not complete the credit card process on Worldpay (as then your order will be paid using your credit card) and do not press cancel on the Worldpay page (as that will cancel your order). After you have clicked 'Place Order' you will have successfully placed an order with 'pending payment' status. 

Please contact us by sending a ticket from the Help Desk in your Gaming Heads account when you have placed you order so that we can then issue you with a PayPal invoice for your order.

For in-stock items, the PayPal invoice we will send to you will be for 100% of the purchase price and shipping. You can also use PayPal to purchase an in-stock item on a payment plan.

For pre-order items, the first PayPal invoice will be the 10% Non Refundable Deposit and the second/final PayPal invoice will be for the balance of your order and this final invoice will be sent to you when your item is ready to ship to you. 

Please note, we do not accept PayPal payments for pre-order items using the instalment payment option.  This is because starting (and pausing) instalment payments using PayPal is incredibly resource intensive as the instalment payment start date for each pre-order would need to be manually processed while starting (and pausing) instalment pre-orders placed using credit/debit cards are all automatically processed.

Please make all PayPal payment in USD (US dollars). If payment is made in any another currency other than US dollars then we will refund such payment and deduct any PayPal transaction fees associated with receiving your payment and for returning your payment. Your order will also be cancelled. We try to avoid PayPal payments because, as mentioned above, PayPal fees are ridiculously high.

Q: Can I change to a payment plan or cancel my payment plan after placing my pre-order?

A: Yes, please send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) 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.

You can view your payments, change your credit card details and/or cancel your payment plan on WorldPay's website at https://secure.worldpay.com/fp/jsp/common/login_shopper.jsp.

Please refer to the FAQ "My financial situation has changed, can I cancel my order?" as to the financial consequences on cancelling your per-order.

Q: How long does it take to process my payment?
A: It generally takes 2-3 business days to process payments and for your order to be passed to our warehouse so that they can ship your order to you. However, it can take longer depending on website traffic and public holidays.

Q: My credit/debit card has expired/been changed, how do I update this for my order?
A: You can view your payments, change/updated your credit/debit card details on WorldPay's website (i.e. the international company that processes credit/debit card payments) at:
https://secure.worldpay.com/fp/jsp/common/login_shopper.jsp 

Worldpay would have sent you 2 separate e-mails on or about the date you placed your order/paid your deposit with your Username and with your Password. If you cannot find these 2 e-mails from Worldpay, please check your SPAM/Junk e-mail folder.

If you receive an error message when logging in to your WorldPay account, please try using a different website browser - e.g. Chrome, Edge, Firefox or Safari.

Q: I do not know my username or password to login to Worldpay
A: Worldpay would have e-mailed your Worldpay Username and Password just after you placed your order and completed the payment process. They would have sent you 2 separate e-mails, i.e. 1 e-mail with your Worldpay Username and 1 e-mail with your Worldpay Password.  These e-mails would have been sent to the e-mail address used when placing your order.

Your Worldpay Agreement ID can be found in your Order details. You will only have a Worldpay Agreement ID if you completed the payment process on Worldpay.

Q: My financial situation has changed, can I cancel my order?
A: Yes, please send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) requesting a cancellation.
Please note, we will charge you a cancellation fee of US$20.00/instalment for cancellations occurring after each due date for payment of an instalment amount under the plan payment for the Product. This is in addition to the forfeiture of the Non Refundable Deposit paid for the Product. For example, if you select a three (3) instalment payment plan option, we will charge you a cancellation fee of:
    1. US$20.00 for cancellations occurring after the due date for payment of your first instalment amount under the payment plan for the Product;     
    2. US$40.00 for cancellations occurring after the due date for payment of your second instalment amount under the payment plan for the Product;     
    3. US$60.00 for cancellations occurring after the due date for payment of your third instalment amount under the payment plan for the Product.     
The later you cancel your order under a payment plan the greater the amount payable as a cancellation fee.

Q. I want to cancel my order for an in-stock item, how can I do this? 

A. We understand that you can experience a change in your financial situation even after you place an order for an in-stock item. We can cancel such orders for you but please note an admin (restocking)/cancellation fee will be charged. The restock fee is 10% of the item price plus $20/instalment payment (if you've placed your order using instalment payments) and it will be applied to every cancelled order. On top of this, if your order has already been shipped then the shipping cost will be also be deducted and not refunded to you.

Q: I have missed a few payments, will you cancel my order?
A: If you have placed your order using the payment plan (i.e. instalment plan) or the deposit + final balance payment option and have two (2) consecutive failed payments then yes, we will cancel your order without notice to you.  Please note that each time you have a failed payment an automatic notification of the failed payment will be e-mailed to you so please read the e-mails you receive from us and from Worldpay.  Please note that cancellation fees (i.e. a restock fee of 10% of the item price plus $20/instalment payment) apply to each such cancellation.  We don't want to cancel your order but due to the large number of orders we have (including on payment plans) it is not always possible to notify you before we cancel your order.

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 as sister company of Gaming Heads).

Item Availability

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: Unfortunately, we do not ship orders from different warehouses because of the higher shipping costs and increased risk of the item being damaged in transit.  Orders placed for products not available in your local warehouse will be cancelled and refunded. The cost of shipping quoted is from your local warehouse and not the cost of shipping the item to you from the available warehouse.

Shipping and Delivery

Q: When is an item expected to be shipped?
A: In-stock items: It generally takes 2-3 business days to process payments and for your order to be passed to our warehouse so that they can ship your order to you. However, it can take longer depending on website traffic and public holidays.  It generally takes 4-6 business days (not including weekends) for your order to arrive (if we are shipping domestically) once it has been sent to you from our warehouse. 

Pre-order items: Please refer to our Pre-Order Shipping Dates page on our website: https://www.gamingheads.com/pre-order-shippingdates/ . Our Facebook page also has production and expected shipping updates. 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.

Newly arrived items: We ask that you allow up to 10 business days for newly released items (i.e. pre-order items that are now ready to ship) to ship to you after they have been delivered to your local warehouse. This timeframe allows the warehouse to process the receipt of the newly released items, put them into inventory and then pick, pack and post your item to you.

Q: I need to change/update my address, how can I do that?
A: You can update your Shipping Address by:
logging in to your Gaming Heads account >> My Account >> My Orders >> Select your Order >> click on 'View Order' >> click on Shipping Address '(Edit Address)' >> update your shipping address with your new address >> click 'Save Address'  

If you want to update your Shipping Address for all current orders, please check/click on the box 'Update shipping address ...' when you have filled in your new address.

The Customer Service team is also available if you have difficulty updating your Shipping Address ... simply send them a ticket from the Help Desk in your Gaming Heads account.

Q: My order has been shipped to the wrong address, can you divert the package?

A: Sometimes we can if there is sufficient time to divert your order and if the shipping service allows diversions. But if your order cannot be diverted and the error in the shipping address was due to you not checking your order information before shipment then this will incur an additional charge to you for which you are be responsible to pay. This charge will usually be the cost of shipping the item to you again so please, please, please check you Shipping Address carefully when placing your order and include any Apartment, Flat, Unit, Condominium, Townhouse etc. number in addition to the Street Address.

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, military and diplomatic (APO/FPO) addresses etc. (i.e. outside the conterminous United States) may incur additional shipping fees and may be put on hold or cancelled until alternative shipping arrangements can be organized with you.

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 send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) 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 EU, US, Australia, UK and Asia. It generally takes 4-6 business days (not including weekends) if we are shipping domestically. However, shipping from our Asia-Pacific warehouse to countries like Singapore, Thailand, Malaysia etc. 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.

Damaged Items

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 send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) 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 (https://www.gamingheads.com/returns)

Reward Credits

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: https://www.gamingheads.com/rewardpoints-policy/

Q: Why have my Reward Credits not been updated?
A: Reward Credits should be added to your 'On Hold Points Balance' when your order is shipped to you (i.e. the status of your order is listed as being 'Complete' when you log into your account). It usually takes at least 45 days for your Rewards Credits to be moved from your 'On Hold Points Balance' to your 'Available Points Balance' provided you have not returned your purchase in accordance with our Returns Policy. If you do return your purchase in accordance with our Returns Policy then your Reward Credits will be null and void and will not be added to your 'Available Points Balance'. You can only use the Rewards Credits in your 'Available Points Balance'. If your Reward Credits have not been added to your 'Available Points Balance' after about 45-50 days following completion of your order, please send the Customer Service team a ticket from the Help Desk in your Gaming Heads account as that's the best way to get a prompt reply from us (or contact us at customerservice@gamingheads.com - which will take more time to get a reply) with the details of your order.

Q: Can I use my Reward Credits on an existing order?
A: Yes, Reward Credits in your 'Available Points Balance' can be used on an existing order.  You can use your Reward Credits at any time from placing your order to paying the shipping amount, including during any payment plan period (i.e. if you selected the payment plan option).  Reward Credits applied to your order will reduce the total amount payable for your order.  You will see this reduction in the total amount payable for your order in the amount payable as your final payment.  E.g. For orders requiring the payment of a 10% Non Refundable Deposit, you will still need to pay that amount as your Reward Credits will be applied to reduce the total amount payable for your order and not to reduce the amount payable as the Non Refundable Deposit.  Reward Credits applied to your order will be null and void (i.e. will not be returned to your account) if you cancel your order.

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!

Benefits:
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.

Wholesale

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 wholesale@gamingheads.com 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.

Authentication/Validation

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 current/recently shipped collectible statues and other limited edition products.

Q. Can i get the same number as my previous statues within the same line?

A. That's what we try to do but it doesn't always happen. To give yourself the best chance of getting the same numbered item you'll need to validate your item in your Gaming Heads account as per the question and answer above and place your order as early as possible. We try to assign the same item numbers to customers on a first come first serve basis ie, someone else with the same number for a different statue (in the same product/item range) is also eligible to request the same item number. Another example when you may not receive the same numbered statue is if the item has or will soon leave the factory when you've placed your order. 

Please note that validation of your item will not guarantee that you will receive the same numbered item in future statues in the line.  While we will make reasonable efforts to see that you do receive the same numbered item but mistakes and handling/shipping errors can occur.