Questions about your order, general information, policies and shipping

Frequently Asked Questions (FAQ)

Questions about security and privacy

Is it safe to enter my personal information online?
Your security and privacy are very important to us. All transactions and information you provide to us is encrypted using 128-bit SSL encryption and transferred over a secure line. Furthermore, our stringent Privacy Policy covers all the uses of your information. We do not sell any of the information provided to us and we state clearly what all the information collected is used for.

Questions about Orders and Payments

I want to pay by American Express / Discover. Do you take it?
Yes we do. Just process your credit card payment using PayPal as an option. PayPal will allow you to process your credit card on their site without a log-in. We only accept Visa and Mastercard directly on our site at the present moment.

How much would shipping cost? How do I find out what shipping would be?
The best method of working out shipping is to add your board games to your shopping cart as normal for an order. Input the information for shipping and billing and continue onwards. At that time, you will be provided the total shipping cost and the various shipping options available to you. You do not need to complete the order to get this amount and may close your order at anytime.
As our shipping costs varies depending on the size of the order (and board games in the order!), it is difficult to provide an estimate of shipping costs. However, for a rough guide see our Board Games Shipping Cost Table .
Please note that we provide Free Shipping for all orders over $175.

How do I check my order status?
At any time, you may log-in to your account My Account and click on the ‘My Orders’ link. Your past history of orders will be provided on the page with the order status indicated there.
You will also be sent an e-mail with your tracking number once an order has been shipped. You may at any time use the tracking information provided in the e-mail to track your order.

I never received my confirmation/tracking e-mail. What should I do?
We e-mail all confirmation order information and tracking number information to the e-mail address provided. If you have not received any e-mail from us and should have, please check your spam filters.
Since e-mails are coming from a business address, it is possible that it has been filtered out. At any time, you may log-in to your account and check on the status of your order as well. You can also always contact us directly and enquire about the status of your order.

I don't have a credit card, how can I make an order?
We currently accept Visa and Mastercard directly on the site. We also accept PayPal (and through PayPal American Exprss and Discovery) and money orders (made out in CAD dollars for the full amount indicated on the order). If paying by Check / Money Order, please choose the payment method Check / Money Order when processing your order. An address and payment information will then be provided. 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.

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 inputted as the billing address. You will need to provide the address (exactly as typed) that the bank or credit card company sends all your statements to.
If you have changed your billing address recently, the information might not have been updated. 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 you 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, we will automatically save all your address information. You can always change this information at any time at Starlit Citadel via the My Account function. We do not keep credit card information at any time.

I have a pre-order item with some other products in my order. When will it ship?
We will only ship an order when all your items are in stock, including the pre-orderp roduct. We currently no longer accept pre-orders and are working to clear out all the pre-orderss. Please contact us directly for an estimated ship date if you currently have an out-standing pre-order.

Shipping Questions

How long does it take for my order to arrive?
We normally ship all orders within 2 business days. In exceptional cases, it can take up to a week for orders with all games in-stock.
Transit time during shipping depends on the shipping method chosen. Expedited post normally takes between 2 business days regionally (that is within BC) and up to 7 business days anywhere in Canada. Shipments to the US will take between 3-10 business days depending on your location.

I need an order for a birthday / anniversary / other specific date. Can you assure me that it will arrive on time?
We attempt 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 make the order sufficient time beforehand. The estimated arrival time for all orders using different shipping methods are provided during the checkout process.

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 in the future for shipping.

Do you gift wrap?
Unfortuantely, we do not do so at the present moment.

I live locally (within Greater Vancouver). Can I pick up the order and not pay shipping?
Yes, you can. Just place an order normally and choose the local pick-up option. Please note that all local pick-up options should be paid for fully before pick-up. We use a 3rd party logistics company who do not handle any cash transactions for us.

Orders made for pick-up are available within 24 business hours of placement.

These orders can be picked up between 10am - 4pm, Monday to Friday at Jump Logistics; 1531 Derwent Way, Delta. Please note that this is not a store-front but a warehouse, so you will not be able to browse our games either.

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. In the meantime, you can inform us that you are interested in the board game and we will provide you further information of when a product is estimated to be releaesd or come back into stock.

I would like to amend my order / Can I add more games to my order after placing it if it has not shipped?
Yes, if your order has not shipped, you can certainly amend/add additional games to your order. Please note that we normally ship within 24 business hours and the cut-off time for amendments to an order is Noon of that shipping day.

I don't see a game I like on the site. Do you do special orders? Can you order it in for me?
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. We will also add it to our special order section of the site. You should then add it to your list of products to be notified on when it is in-stock.

Questions about international orders

I am an international customer. Do you ship internationally?
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 and taxes. Please contact your local government agency to ascertain the additional charges (if any) that you may incur.

Questions about Site Navigation

What happens when I add a product to my Wish List / E-mail when it is back in-stock?
Games that are added to your wishlist / product notification system will e-mail you when the game is in-stock or not. This will allow you to indicate interest in a board game that is currently unavailable without purchasing it beforehand. This allows us to stock sufficient quantities of the game for everybody. You can always remove a game from product notification at any time by logging back into your account and editing your 'Wish List' list.

Other questions

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 may always Contact Us at any time.

I placed an order/sent you a question days ago. I 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 did not do so, please check your spam filters. If the e-mail address was filled incorrectly, you also would not have received an e-mail and should resend your question.

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