Customer Service FAQ

When transitioning over to our new site, we were only able to bring open preorders and orders into the new website and reached out to these customers directly.

Any other customers can go HERE to create a new account for our new website.

Unfortunately, no. We were only able to preserve open preorders and orders during the switch. If you need any information about your old account, please reach out to customer service.

If you were in the middle of a return in your old account or need to start a new one for a purchase made on the old website, reach out to customer service for assistance.

It's still here! For your store credit, reach out to customer service for instructions on how to redeem your store credit.

Not ready to order yet? Comparing titles for later? No problem! Just add the item to your Wishlist for easy access to the items you want to save for later. Click on the add to wish list link next to an item to add it to your wishlist.

See a game you think your friend would like? Use the tell a friend feature to send them an email with a link and a personalized message.

You can now leave a review for your favorite game!

To submit a review, click on Write a Review while on the product page. You can give the game a rating and describe your experience. Allow for up to 72 hours for the reviews to appear on the site.

Yes! We accept preorders for all customers.

Read more at B2C Preorder FAQ

If you have an account, you can view the status of all of your pending orders under My Orders.

• Pending - Your order is being prepared for shipment.

Once the order has shipped, you will be able to view it under My Invoices and My Shipments.

• Shipped - Your order has shipped. You can click on the tracking number to view the latest shipping update. 

We will endeavor to get all orders shipped as soon as possible, though the additional safety measures in our factories and warehouses put in place due to the COVID-19 pandemic may result in some delays, and deliveries may be disrupted locally depending on regional conditions and policies. If you have not received your shipping confirmation within 14 days of placing your order, please contact Customer Service.

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 shortly, in which case we will hold the order and ship it in its entirety once the item arrives.

Not sure which game to buy? You can now compare different products by using the compare products feature.

When viewing a product, simply click on compare product to add it to your list of products to compare.Once you have all products selected, you can click on compare in the compare products pop-up window. From there you will see a comparison of the reviews, prices, and product specifications for all of the products selected.

Our shipping costs are based on the total weight of your order as well as the destination location. To get a real-time shipping quote, 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.

We offer free shipping for orders of $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 physically delivered to you - such as miniatures, books and Hobby supplies. 

We do our best to ship all items in a single package. However, there are a few occasions where multiple packages are needed. Customers will not be charged additional shipping if multiple boxes are needed.

• When an order cannot be filled from a single warehouse due to inventory levels.
• When an order includes items that cannot fit together in our largest box or which exceed 50 lbs. All game mats require a custom box.

We will automatically send you a tracking number after we ship your order. If your order is listed as shipped but you have not received a tracking number, please reach out to our Customer Service team.

If you have an account, you can also view the tracking number under My Shipments.

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 uses these 3 services.

• https://www.usps.com/
• https://www.ups.com/us/en/Home.page
• https://www.ups-mi.net/packageID/

Whilst we will take reasonable steps to ensure that your order is dispatched and delivered on time, for Standard delivery please allow up to 10 working days from the date of dispatch for your order to arrive.

If the order is still missing, please do not hesitate to contact us with the information below and we will sort it out for you immediately:

• 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.

COVID 19 Update: Please check the United States Postal Service website for potential service disruptions before placing your order.

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 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. As the wholly owned storefront of Asmodee USA Publishing & Distribution, we are required to honor certain copyright and licensing agreements.

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.

While we would love to help, the Asmodee USA Customer Support team is not all-knowing. Here are a few topics we’ve been asked about that, sadly, we just don’t have the answers.

Asmodee Apps & Software

If you are experiencing an issue with an app, please contact the developer through your app store or reach out directly to the appropriate studio.
Fantasy Flight Games: software@fantasyflightgames.com
Asmodee Digital:  https://asmodee.helpshift.com/a/asmodee-net/

Organized Play

If you have questions about an upcoming Organized Play event, please contact the store or convention hosting the event.

Gameplay and Rules

If you have questions about gameplay, rules, etc. Please reach out to the studio for more information.

• Atomic Mass: info@atomicmassgames.com
• Fantasy Flight Games Board & Card Games: info_boardcard@fantasyflightgames.com
• Z-Man Games: info@zmangames.com