Your security and privacy
Placing orders and making payments
Shipping times, rates and procedures
For international customers
Site navigation and terminology
Ding and Dents
Our rewards program
Questions about Contacting Us
How can I contact you if I have a question?
You can always e-mail us via our online contact form
or call us at (888) 805 1737 during business hours (9am to 6pm Pacific Standard Time, Monday - Friday). If you are unable to get us on the phone, please do leave a voice-mail message, and we will respond as soon as we are able.
Questions about security and privacy
Is it safe to enter my personal information online?
covers all uses of your information. We do not sell any of the information provided to us and our policy states clearly what all information collected is used for.
Questions about Orders and Payments
Can I pay by American Express or Discover Card?
Yes we do. Just process your credit card payment using the PayPal payment option. PayPal will allow you to process your credit card on their site without a log-in. We accept Visa and Mastercard directly on our site.
How do I check my order status?
At any time, you may log in to your account at My Account
and click on the My Orders
link. Your full order history will be provided on the page, including order statuses.
We have three main order statuses: Pending
indicates that we are awaiting payment, generally by cash or by check; Processing
indicates that your order is waiting to be invoiced, or has been invoiced and is awaiting shipping. Complete
indicates that your order has been shipped, or is ready for pickup in the case of "Local Pickup" orders.
You will be sent an e-mail with your tracking number once an order has been shipped. You can enter this number into the Canada Post or FedEx tracking page at any time to check on the progress of your order.
I never received my confirmation/tracking e-mail. What should I do?
We send all order confirmation messages and tracking information to the e-mail address provided on your order. If you have not received an e-mail from us and should have, please check your spam filters. As these automated e-mails are sent from a business address, they may be filtered by the spam settings on your e-mail account.
At any time, you may log in to your account and check on the status of your order as well. If you are still concerned about the status of your order after taking these steps, you are welcome to contact us
I don't have a credit card, how can I place an order?
We currently accept PayPal debit payments, as well as money orders and checks (made out to PDB Sales Inc., in CAD dollars only).
If paying by Check / Money Order, please choose the "Check / Money Order" payment method when placing your order. You will be provided with payment information and a mailing address for checks at this time. If you are paying by check or money order, please note that we will not ship your order until payment has been received and cleared. This includes eCheck Payments via PayPal.
Can I pay by cash?
We accept cash for Local Pickups only. After selecting "Local Pickup" as your shipping method, please choose "Check / Money Order" as the payment method. You will then be able to complete your payment by cash when you pickup the order. Please note that we do not carry much change at the pickup location, so exact change is appreciated.
We request that you do not send cash via mail, as we cannot take responsibility for lost mail.
My card keeps being rejected because of an AVS (address verification) error. What can I do?
An AVS error is due to a mismatch between the information that the bank / credit card company has on file for you and the address that you provide us as the billing address. You will need to provide the address (exactly as typed) that the bank or credit card company has on file (usually the one that they send statements to).
If you have changed your billing address recently, the information might not have been updated yet. If that is the case, please do try your old address. If you continue to experience the same problem, you can try to use another credit card, use PayPal as a payment method, call your bank for the address that they have on file, or place your order as a money order.
Do I have to enter all of my information each time I order?
No. Once you have created an account with us, you can save all your address information. You can update this information at any time on the Starlit Citadel site via the My Account
function. Please note that, for security reasons, we do not store credit card information after your card has been authorised. Your credit card number will have to be re-entered for every order
Can I cancel my order? How much will I be charged for canceling an order?
Orders can be canceled with no extra charge any time before processing and packaging of the order. After shipping has been completed for "Local Pickup" orders, (normally indicated by an e-mail informing you that your order is ready for pick-up), a restocking fee of $4 will be applied to all canceled orders. Please note that we cannot cancel an order shipping via Canada Post or FedEx once it has been shipped out, though we are happy to take returns in accordance with our Return Policy
after you have received your package.
I would like to add more games / change my order. How do I do so?
Firstly, please call or email us to ensure your current order has not been shipped out already. If it has yet to ship, we can either add more board games to your order directly over the telephone or you may place an additional order on the website. When placing the order online, please tick the "Add to existing order" box on the Checkout page. There is a $0.50 processing fee for this service
. We will refund any overcharge on the shipping fees once we have packaged and shipped the new order. Please note that you might not receive the full amount of shipping paid on the second order due to changes in box sizes / weights / etc.
If your first order is over $175 (before taxes and shipping), you may choose the “Local Pickup" shipping option for your second order to avoid paying any additional shipping costs.
I really want a game, but don't see it on your site. Do you do special orders?
Yes we do. Just e-mail us the details about the game you would like to purchase and we will do our best to bring the game in stock for you. Once we have found a source for it, we will add it to the special order
section of the site. Once it has been put up, you can preorder it and we will bring it in for you as quickly as is possible.
How much will shipping cost?
The best method of working out shipping is to add the board games you want to your Shopping Cart. Scroll down the page to the "Estimate Shipping and Tax" box and enter your postal code in the field provided. A list of shipping service options, along with estimated delivery times and their costs, will be provided. You do not need to place an order to access this informaiton.
For a rough guide to the cost of shipping a mid-sized order within Canada, please see our Board Games Shipping Cost Table
. It is worth noting that shipping costs vary significantly with the weight and dimensions of the package being sent, and that the Shopping Cart's shipping estimator will provide a more accurate picture of the cost of shipping the products you wish to order.
All orders with a pre-tax total of $175 or more are eligible for Free Shipping within Canada.
How long will it take for my order to arrive?
We normally ship all orders within 1 business day if all of the requested items are in stock. In exceptional cases during the Christmas season (November - December), it can take up to 48 hours for in-stock orders to be processed.
Shipping times vary depending on the shipping method chosen. Expedited Post normally takes between 2 business days regionally (within BC) and up to 9 business days to Newfoundland / Nova Scotia. Shipping to big cities in Ontario and Quebec generally takes 5 business days. Shipments to the US will take between 3-10 business days, depending on your location, if sent by Expedited US Post. Please note that the estimated times provided by our system are for in-stock orders only
. Processing time for orders with preordered or backordered items varies, and it's best to contact us directly for a new estimate if you have an order that contains items that are not currently in stock.
I need an order for a birthday / anniversary / other specific date. Can you make sure that it will arrive on time?
We do our best to ensure that all orders ship out as quickly as possible and arrive on time. However, the best way to ensure that your order arrives on time is to place the order with sufficient time beforehand. Estimated arrival times for all destinations and shipping methods are provided during the checkout process. If you are concerned that time is tight, please contact us directly, and we will help you find the best shipping method to suit your needs.
Will you hold my order to ship on a certain date?
Yes. Just inform of us when you want us to ship the order out. Please note we will only hold orders up to a month for shipping before we charge your entire order.
I live locally (within Greater Vancouver). Can I pick up the order and not pay for shipping?
Yes, you can. Just place an order normally and choose the Local Pickup
shipping option. You will receive a second e-mail confirming that your order has shipped (i.e. that it has been pulled from stock and is ready for pickup). Once you have received this confirmation, you may pick up your order from our office at 61 West 7th Ave, Vancouver, V5Y 1L4
, between 12pm and 6pm, Monday to Friday
Please note that our local pickup site is meant to serve customers who have placed their orders in advance and received a confirmation
. As we are not set up to handle on-site orders, any customer wishing to purchase items in person without having placed an order will be charged a $2.50 service fee
There is a game on pre-order that I am interested in. When will it arrive?
The item you are interested in has not been released or is currently out of stock. Estimates of product availability differ, but we'll ship the item as soon as it becomes available. For a rough estimate of when we will be getting a preordered game in stock, check our Preorder Release Dates
page. This list is updated regularly, and contains as much information as we have been given about upcoming games. If you cannot find the game you are waiting for on the list, please contact us directly, and we will try to find more information for you.
Questions about international orders
I am an international customer. Do you ship outside of Canada?
Yes we do. Please note that if you are outside of North America, we cannot calculate any specific customs or additional tax charges you may incur. In many instances, it will be cheaper for you to purchase the product locally.
Are my taxes and customs fees included in my international shipping cost?
No. If you are outside North America, we will not be able to calculate your customs fees and taxes. Please contact your local government agency to find out what (if any) additional charges you will incur.
My package was shipped by Small Packets or International Small Parcel and I never received a tracking number. Is this normal?
Yes. International Small Parcel and Small Packets Air / Surface are cheaper shipping options for international customers, but these shipping options do not include a tracking number. As such, we cannot provide updates on the status of your shipment once it has left our warehouse.
My package was shipped by Small Packets or International Small Parcel and has not arrived. Can you help me find my order? Can I get a refund or reshipment?
As International Small Parcel and Small Packets Air / Surface service does not provide a tracking number, we will have to open a trace with Canada Post to find your parcel. This will take some time: we are only allowed to request a trace if 75 days have passed since the parcel was shipped, and the process takes from 10 business days to 1 month to complete. If your package is not found at this point, we can refund you or cover re-shipment costs up to a total value (games plus shipping) of $100.
Questions about Site Navigation
Can you explain the Availability status text on your site?
We list 3 distinct Availability statuses on our product pages:
"Out of Print
" indicates that a game is no longer available for order, as all existing copies have been sold. Out of Print games may be reprinted in the future, and we will allow orders once again if a reprint is confirmed.
" indicates that a previously Out of Print game is being reprinted, and is available for backorder. Expected release dates for reprints can be found here
" games are board games that have yet to be released for the first time. These games can be ordered in advance, and will earn you additional Citadel Points
. Expected release dates for upcoming games can be found here
Any game without an availability notice is part of our regular restock cycle, and can be brought in within 1-2 weeks of ordering if there are no copies currently in stock.
What do the ratings in your review system mean?
We ask all reviewers to rate games on a scale of 1-5 for the following 3 qualities:
" is the overall "value for your money" of the game. How good of a gaming experience does it provide? How replayable is it? Was it accessible to your gaming group? Was the amount of fun you had playing it worth what you paid for it?
" is the quality of the components. How is the game's art? Does it come with good quality boards and miniatures, or do the pieces feel flimsy? Was the rulebook complete and easy to follow?
" is the cost of the game. How well was it priced in comparison with other retailers? Is the cost a "fair price" for what you get?
As in most review systems, the written comments you provide can help to explain which factors you considered most strongly when rating the game, and give a more complete picture of your playing experience.
Questions about our Ding and Dents and other unique items.
How damaged are the items listed in the "Ding and Dents" section?
The amount of damage that a "Dinged" item has taken will vary; however, we never sell items that have had their game components damaged. All damage is to packaging only, and "dinged" games are fully playable. We rank "dinged" items according to the following scale:
- Damage Grade A: Cosmetic Damage (10% off). Minor creasing or folding to the game box, or light surface scratches/tears that are easily visible but do not impact structural integrity of the packaging. Folded corners/minor creasing to books also falls into this category, as do light dents to storage tins.
- Damage Grade B: Minor Structural Damage (15% off). Noticeably crushed or torn corners/edges that have a minor impact on durability of the outer box. Damage does not extend to internal storage trays.
- Damage Grade C: Moderate Structural Damage (20% off): Severely crushed corners that may have a minor impact on internal storage trays; tears to the packaging that leave a hole through the box.
- Damage Grade D: Severe Structural Damage (25% off or more): Very large tears in packaging, heavily deformed internal storage trays (usually the result of crushing) and badly dented storage tins. Broken bindings on books.
If you have further questions about the condition of a particular item, feel free to contact us
Questions about the Customer Rewards Program
How do I collect points? How do they work?
Our Citadel Citizens Rewards Points Program
is available for every customer who creates an account on the site. You will automatically begin collecting points when you place an order, with points eligible to be spent on discounts on future orders. You can find full details of the Citadel Citizens Rewards Points Program here
How do I apply a special point discount rate, such as those on Dings & Dents and Sale Items?
Only the standard rate of 1000 pts/$1 can be applied on the shopping cart page. To apply a special point discount to an item, open that item's product page. There will be a drop-down menu below its name that allows you to choose the discount you'd like to apply, and then use the slider that appears to spend your points. You can then add your discounted item to your shopping cart.
Do you offer gift wrapping?
Yes, we do. We charge $5 for wrapping an entire order. Just add gift-wrapping
to your order as an item, and we will happily wrap your games for you. Custom gift messages can also be added during ordering using the "Gift Message" field of the checkout page.
Do you sell gift certificates? How do they work?
We do sell Electronic Gift Cards
on the site. Just add the certificates to your cart as you would with any other product, and proceed to the checkout. We will then charge your card and e-mail you a gift card
that can be used to activate a unique coupon code. Since the gift certificate is electronic, there is no charge for shipping it.
Do you have a print catalog?
No we currently do not produce a print catalog. Our website will always have the most up-to-date information on products and you can always Contact Us
with requests for games that we do not list, or for more information about our current offerings.
I placed an order/sent you a question days ago and have not heard back from you. Why not?
Please make sure that your spam filters are not automatically deleting, or moving messages from us to a junk mailbox. If you have used the Contact Us form to submit your question, please make sure your e-mail address was spelled correctly. When you have submitted the form, you should automatically receive a copy of the question within a few minutes. If you have not received this email, it may be a sign that you gave us the wrong e-mail address, or that your spam filters are hiding our messages.
During exceptionally busy times such as the month leading up to Christmas, it may take an extra day for us to get back to you. Please be patient during these times. If you have entered all of your information correctly and have not heard from us in 3-5 business days, you are welcome to send a follow-up e-mail or call us at 1-888-805-1737 (office hours are 9am - 6pm PST, Monday to Friday).
I'm a designer, and want you to review my game in your Video Reviews How do I get it to you?
We're happy to add games by small and independent designers to our series, so long as they fit our format and will interest our viewers. Before sending us a game, please take a look at our submission guidelines