Frequently Asked Questions (FAQ)

Contacting us
Your security and privacy
Placing orders and making payments
Shipping times, rates and procedures
For international customers
Site navigation and terminology
Wishlist and gift registry
Ding and Dents
Our ewards program
Other questions


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 (10am to 6pm Pacific Standard Time, Monday - Friday). If you are unable to get us on the phone, please do leave a voicemail message, and we will respond as soon as we are able.

Security and Privacy


Is it safe to enter my personal information online?


Your security and privacy are very important to us. All transactions and personal details sent to us are encrypted using 128-bit SSL encryption and transferred over a secure line. Furthermore, our stringent Privacy Policy 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.

Orders and Payments


Can I pay by American Express or Discover Card?


Yes, all you need to do is choose "Paypal" as your payment method when ordering. PayPal will allow you to process your credit card on their site without a log-in. We also accept Visa and Mastercard Credit Cards directly on our site.

Can I use my debit card (Interac)?


We offer Interac Online, Interac's online version of the debit system. Currently, Interac Online only supports bank accounts held with the following major banks:
  • BMO - Bank of Montreal
  • RBC Royal Bank
  • Scotiabank
  • TD Canada Trust


Can I use my Visa or Mastercard Debit cards?


We can currently process Visa Debit cards through our payment gateway. Just choose Visa / Mastercard as your payment option. We are not able to process Mastercard Debit cards at the present moment.

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 use 6 main order statuses:

  • Processing: automatically assigned to orders when they are first placed. If your order is being paid for by cheque, cash, or moneyorder, you will see Pending Payment instead, while orders placed by Paypal are charged immediately, and are marked as Invoiced.

  • Invoiced: this order status is used to indcate orders that have had payment collected. Generally, once an order has been Invoiced we are beginning the shipping process for the order.

  • Shipping: assigned to orders that have entered the shipping queue, and are being sent out that business day. Once an order has been set to this status, it cannot be modified as it is in the warehouse.

  • Complete: assigned to mail orders that have been shipped out and assigned a tracking number (if applicable), and to Local Pickup orders that are ready for pickup.

  • Awaiting Backorders: assigned to any order that is being held until backordered/preordered items arrive in stock.

  • Added to Previous Order: assigned to an order that is being combined with an older order for shipping, per customer request.


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 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 directly.

I don't have a credit card, how can I place an order?


We currently accept Interac Online payments, PayPal debit payments, as well as money orders and cheques (made out to PDB Sales Inc., in CAD dollars only). To pay by cheque or moneyorder, please choose the "Check / Money Order" payment method when placing your order. You will receive a follow-up email with an address to which you can send your payment. If you are paying by cheque 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 contact us for assistance.

Do I have to enter all of my information each time I order?


No. You can create an account during checkout (by choosing the "Create an Account") option, or by choosing the appropriate option from the "My Account" menu, and 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 (i.e. if your order has not had its status changed to 'Shipping'). To cancel an order, please contact us by phone (1-888-805-1737) or email. Generally, if you contact us before Noon of the shipping day (that is, the next business day for orders with in-stock items); we will be able to cancel your order. Contact (or attempted contact) after noon of the expected shipping date should be done by phone. Example:

You place an order on Monday at 10pm for an in-stock Dungeon Petz. You suddenly realize your spouse would have words if this order shows up on the credit card. If you e-mail us or leave a voice mail between Monday 10pm to 11.59am on Tuesday; we should have no problem cancelling your order.

If you are cancelling an order that has been awaiting preordered or backordered items for over 1 month, a restocking fee of 20% of all in-stock, held items will apply. If you have been charged for the in-stock items already, in accordance with our preorder policy, you have 2 weeks from the date of the charges to make changes without incurring any fees.

After shipping has been completed for "Local Pickup" orders, (the status is 'Complete' and an e-mail informing you that your order is ready for pick-up has been sent), a restocking fee of 20% of product price will be applied. Please note that we cannot cancel an order shipping via Canada Post or FedEx once it has shipped, 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 shipped or is in the shipping queue (as per the 'Shipping' order status). 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 the parcel's weight. If your first order is worth over $150 (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 of 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 our site for order. Once it has been put up, you can preorder it and we will bring it in for you as quickly as is possible (usually 1-2 weeks).

Shipping


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 costs, will be provided. You do not need to place an order to access this information.

For a 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 $150 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 Parcel. 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, and may be turned away during exceptionally busy times.

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.

You mis-shipped my order. You sent me the wrong product / forgot to include an item!


Oops! We do apologise about that. While we do our best to ensure we do not make mistakes, due to the nature of the business (Seafarers of Catan, Seafarers 5 & 6 Players, Settlers of Catan & Settlers of Catan 5 & 6 players can start looking the same after a while) we can make mistakes. Just contact us immediately and we'll ship the missing items to you.

The board game / card game you sent us is defective!


With missing pieces / defective games or accessories, we would request that you contact the publishers directly. As we do not receive replacement pieces from the publishers, the fastest method for you to receive a full game is often to contact them. In 99% of the cases, you will receive faster service this way.

If you are not able to contact them or would just prefer dealing directly with us, we can reship a complete game to you (if in-stock and available) and deal with the game companies for a refund subsequently. However, do understand that this is an out-of-pocket cost for us and we are a small company and as such, would really prefer you deal with the publishers.

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 are unable to provide a trace or refund your order. If you would like confirmation of your order, we would recommend choosing another shipping method.

Site Navigation


Can you explain the Availability status text on your site?


We list 4 distinct Availability statuses on our product pages:

  • In-stock at Distributors: the game is readily available. If we do not have copies on hand ("Quantity in Stock" is "0" or fewer), we can bring more in within about 1-2 weeks.

  • Out of Print: the 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.

  • Awaiting Reprint: a previously Out of Print game is being reprinted, and is available for backorder. Expected release dates for reprints can be found here.

  • Pre-order: the game is 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

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:

  • Value: 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?

  • Quality: 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?

  • Price: 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.

Wishlist and gift registry.


I'd like to share my Wishlist on Facebook / Twitter / etc. How do I do that?


If you log-in to your account, under your 'Wishlist' page, there is a public URL for your Wishlist that is shreable / viewable by the general public. Please note; due to a limitation of the Wishlist system, products bought by others from the Wishlist for you will not remove the product from your Wishlist. If you would like to track what is being bought, we recommend you use the Gift Registry.

What is the Gift Registry?


The Gift Registry allows you to save items to your registry just like the Wishlist system. However, the Gift Registry can be made publically viewable and shared to the public or locked behind a password. In addition, the Gift Registry offers the following features:
  • Add gifts to registries and move them between registries;
  • Indicate gifts priority;
  • Leave comments for each gift;
  • Share gift registries with potential gift-buyers;
  • Indicate the date of event and address for shipping the gifts;
  • View the list of gift buyers associated with the purchased gifts and wishes left;
  • Search for gift registries;
  • Add gifts from other customer’s gift registries to theirs;
  • Track item's status and view which items are Pending;


I can't add a game to the order with the gifts?


Unfortunately, due to a limitation in the software; it's currently not possible to add items that are not part of the original gift registry to the order. Only gift registry items can be shipped on a gift registry order.

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.

Customer Rewards Program


How do I collect points? How do they work?


Our Citadel Citizens Rewards Points Program is available to 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.

Other Questions


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 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 an electronic 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 10am - 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.