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Retail Store Move FAQ

February 13th, 2017 Posted in business, general
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There have been a few questions recently about our move to a retail store, so in an effort to reduce repetition on Elise’s part, I thought we’d just write this post.

What’s your address?

187 East 11th Ave., Vancouver.  Yes, it’s changed slightly as Vancouver City Hall decided to change it.

When is this move happening?

In late-February with our goal of having a soft-opening early March. We are planning on much of the move happening in the week of Feb 20th, though we are hoping to do it in parts to reduce disruption.

Do you need help with the move?

Yes! If you would like to help us move and are free that week, e-mail us at support@starlitcitadel.com.

Are you going to raise prices at the retail store / have 2 tiers of pricing?

No. There is no plans to raise our prices or charge more at the online store / B&M store.  Our prices will stay the same.

Why are you turning off the reward points program?

The short answer is that we are facing issues with integration of the reward points system with the POS software that we intend to use.   In addition, it creates a 2 tier system where customer’s who order online gain the benefit of the reward points while customers who order in-store don’t.   As such, we’ve decided it makes more sense to just remove the entire system and eventually turn it off entirely.

Can I still order online and do Local Pickup?

Yes! We are not turning off this option.  Of course, if you are swinging by, you might as well just order in-store, customers are more than welcome to decide how they’d like to purchase products.

What is another customer picks up the game I ordered? Who has precedence?

In-store customers will generally have precedence over online orders (i.e. if a customer is holding a game in his hand, we aren’t going to tear it out of their hands just because another customer ordered the copy online).  However, we intend to do periodic processing in-store to ensure that products ordered in-store is removed from inventory, reducing issues like this.

Will Gift Cards continue to work?

Yes. We’ll even be looking at creating physical gift cards that customers can purchase and give to others, though that might take a little longer.

What are your hours?

Currently the plan is to be open 10am to 9/10pm Mondays to Sundays.  We’ll adjust as we see how traffic develops and cut / reduce hours for days when things are particularly quiet.

Will you be running events?

Uncertain at this time but unlikely.  We will only know when we have completed the move, but currently, it looks like we will not be able to fit sufficient tables to host events.

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  1. 2 Responses to “Retail Store Move FAQ”

  2. By Srdj Magas on Feb 27, 2017

    HI when are you going to update the “pick-up location” option on checkout.? It still says 7th Ave…

  3. By Tao on Mar 11, 2017

    If it’s an old order, there’s no real way to update it. Otherwise, we’ve updated it for all new orders.

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