FAQ and Policies
Thank you for checking out our FAQ and Policies page. If you don't find your answer here, let us know. We answer most messages within 48 hours, and we are happy to help you locate something special for your favorite gamer, collector, and most important Hero!
Regularly stocked items typically will appear with the option to back-order the product directly on the product page. All in-stock items will ship prior to the back-order, as they are available and according to your selected shipping method.
Although we attempt to keep the best selling and latest items on hand throughout the year, some items may be out of stock temporarily due to production or distribution delays. During these times, you can place a back-order to receive the product whenever our supply is replenished. For all orders, payment is required whenever the order is placed.
If you find an item that does not show a back-order option, please contact our Customer Care Team (customercare@spiedagames.com) and include the product page URL. Be sure to include "BACK-ORDER REQ: <product name>" in the subject line, where <product name> is the product you wish to back-order.
We understand that sometimes when you place an order, you do not need it right away. Upon request, we can hold most orders up to 30 days. However, we cannot hold pre-orders, backorders, or limited stock merchandise.
If a specific release date isn't stated in the hold request and we do not receive a follow-up in 15 days, the order will automatically cancel and product hold(s) will release.
If a hold is needed, once you place your order immediately send an email to customercare@spiedagames.com containing “CUSTOMER HOLD: Order#<number>” in the subject line, where <number> is your order number. Also, in the body of the email, include your name, order number, anticipated shipping address, and desired release date. At this time, no order may be held more than 30 days. If we are unable to hold the requested product, we will notify you and attempt to provide an alternate option.
If you cannot provide a specific release date in the original email request, you must followup within 15 calendar days, in order to release your order or provide a release date. Simply send an email to customercare@spiedagames.com containing “RELEASE CUSTOMER HOLD: Order#<number>” in the subject line where <number>
NOTE: Once a hold is placed on an order, it will not automatically ship without a release date.
Your business is appreciated, and we understand that sometimes an order is placed in error or you just want to make a change. Whatever the reason may be, we will do our best to accommodate your order cancellation and change requests. However, once an item has been processed, it typically cannot be changed or canceled. This restriction is due to the fact that orders may have left our warehouse before shipping information has been logged. Also, some Special Order, Pre-order, Signed, and Limited-Edition products may have change restrictions, cancellation restrictions, or non-refundable deposits.
While we cannot guarantee any change or cancellation in advance, requests received the same business day and within two hours of placing the order have the best chance of being handled. However, digital product and gift card orders which have been processed may not be changed, exchanged, cancelled, or returned.
If you find that you need to cancel, change, or update an order, please send an email to customercare@spiedagames.com. Be sure to include your name, contact phone number, order number, the product ID, and how we may assist you with your order. If requesting cancellation, please include the reason as it may help us better serve our customers in the future.
NOTE: Unfortunately, we are unable to redirect orders, change the billing information, or change shipping information after shipment.
We are deeply invested in our community, as well as the safety of our customers and team. Therefore, all staff are required to wear masks and gloves while handling and packing your merchandise.
Need a gift message included in your order? We are happy to accommodate you! You may enter a gift message for your entire order on the Cart summary page (https://spiedagames.com/cart). The message will be included in each box shipped for your order.
Gift messages have a 200 character limit and are included free of charge.
At this time, we are working to incorporate gift box options in our online ordering system. Please continue to check back as we update and expand our policies and services.
Currently Spieda Games only offers international shipping to Canada. At this time we are unable to ship to other countries.
Shipping Rates (Only Canadian Destinations)
We offer multiple shipping options, including free, flat rate and calculated carrier rate options. Calculated carrier rates are calculated by Shopify and the carrier using order weight. The calculated rate may be discounted.
Standard 2-8 Day Shipping Options:
- Orders weighing 0.0 to 2.999 ounces may ship with a flat rate of $2.00
- Orders weighing 3.0 to 7.999 ounces may ship with a flat rate of $5.99
- Orders weighing 8.0 to 15.999 ounces may ship with a flat rate of $7.99
- Orders weighing 16.0 to 31.999 ounces may ship with a flat rate of $12.99
- Orders weighing 32 to 47.999 ounces may ship with a flat rate of $16.99
Calculated Carrier Rate Options:
- UPS 2nd Day Air® shipping cost calculated using order weight
- UPS Next Day Air® shipping cost calculated using order weight
- USPS Parcel Select Ground shipping cost calculated using order weight
- USPS Priority Mail shipping cost calculated using order weight
- USPS Priority Mail Express shipping cost calculated using order weight
does not offer International Shipping. International collectors or buyers who receive products via gift exchange or through other means are responsible to pay duties to the carrier. Because we do not offer international shipping we suggest that international recipients work with the originating customer regarding any exchanges.
If you received a product with missing components, our Customer Care team will do its best to coordinate the part replacement through the manufacturer. Such replacements may incur additional shipping charges and may require proof of purchase. However, damage due to shipping must be addressed with the international carrier or original buyer.
If you have any questions or need additional information, please contact our Customer Care team via email at customercare@spiedagames.com.
Please continue to check back as we update and expand our policies and services.
Some of our items are only available via pre-order with a non-refundable deposit (NRD). These items tend to be limited edition, limited quantity, or special order. Because these items may not be part of our regular inventory or have limited availability that we are reserving for you, we ask for an order commitment via a non-refundable deposit.
Refunds on NRDs are possible only in the following circumstances:
- When the product has been delayed more than 30 days from the most recent ship date. In such case, you should receive notification of the delay with the option to cancel or you may email us directly to request cancellation within 3 days of our updated expected date notification.
- Within 24 hours of placing the order. Once the order has been accepted and placed with our distributor, we cannot cancel the order. However, you may cancel for any reason within 24 hours of placing the NRD product order. All other items placed on the same order carry our standard cancellation policy.
- When the product "expected date" has changed more than once, customers may cancel within 3 days of our updated expected date notification.
- If a product has no "expected date", the order may be canceled within 7 days of the order being placed.
(Updated 2020-07-26)
As a small business we value every customer and sale. We accept most major credit cards and will assist with PayPal payments. Credit card payments will be processed through our standard ordering system.
While we do not accept cash, personal checks, or out of state checks, we can accepts order payment with US Postal Service Money Order or a certified cashier’s check from a Virginia bank. All other payments (e.g., not credit card or VA Cashier’s Check) may be guided through a PayPal gift certificate purchase option. Please contact customercare@spiedagames.com for additional assistance.
Occasionally, we may offer a product before it is made available by the manufacturers. For these or other pre-order purchases, payment may be required at the time of placing the order. If a pre-order product is part of a larger order, the rest of the order will ship as normal, and the pre-order product will ship separately once available.
Some of our items are only available via pre-order with a non-refundable deposit (NRD). See our Non-Refundable Deposit policy for further information on such deposits.
Visit our Privacy Policy page for more information: https://spiedagames.com/policies/privacy-policy
Price Match
As a small business we do our best to offer competitive pricing, while providing the best service to each of our customers. We prefer to think of ourselves as more of a specialty store or boutique. Therefore, we are not always able to match the price of big box, discount, closeout, or marketplace stores.
If you find a better price from an online or brick-n-mortar store, we will do our best to match their price, if we regularly stock the product and have it on-hand. However, we cannot price match limited edition items, clearance, special purchases, collectibles, comics, digital, pre-orders, backorders, used, and other limited stock merchandise. Also, product prices can only be matched within 14 days of purchase.
If you would like to request a products price to be matched, send an email to customercare@spiedagames.com with a subject of "PRICE MATCH: Order#<number>" where <number> is your order number. In the body of the email, include your name, the name of the product whose price should be matched, and an appropriate link to the same product listed elsewhere at a lower price.
Price Adjustment
We understand that having a product go on sale soon after your purchase can be frustrating. So, we are happy to offer price adjustments within 14 days of your purchase, if we place a product on sale that was a part of your order and we have the product in stock. Clearance, special purchase, digital, collectible, comic, used, and limited stock merchandise are not eligible for price adjustments.
To request an adjustment, simply send an email to customercare@spiedagames.com with a subject of "PRICE ADJUSTMENT: Order#<number>" where <number> is your order number. In the rest of the email, include your name, purchase price, sale price, and the name of the product which has gone on sale. We will provide credit based on the method of payment and difference in price.
Price and Description Errors
We work closely with our distributors and vendors to provide pricing and information as accurately as possible. Unfortunately, prices or descriptions may occasionally be in error. If you believe you have located such an error, please send an email to customercare@spiedagames.com with a subject of "PRODUCT ERROR: Product#<number>" where <product> is the product number or link to the product. In the body of the email, include the link to the product and its name. We will look into the error as soon as possible.
Visit our Refund Policy page for more information: https://spiedagames.com/policies/refund-policy
Free Shipping Offer (Only US Destinations)
Receive an option for free shipping automatically when your qualifies (see below). Our free shipping offer uses our standard shipping methods with typical delivery in 2 to 8 days.
Limited time offer: Any single order placed on or before May 31, 2021, will receive free shipping when the product(s) total $99 or more.
Standard free shipping offer: Any single order, will receive free shipping when the product(s) total $149 or more.
Shipping Location
Our warehouse is located in Springfield, VA, and shipping costs will be calculated from our shipping and mailing address: 6412 Brandon Ave, No. 722, Springfield, VA 22150
Shipping Methods (Only US Destinations)
We have the ability to ship through FedEx, UPS, USPS, and local courier. Our basic and free shipping options will use one or more of these shipping methods, at our discretion.
Shipping Rates and Times (Only US Destinations)
We offer multiple shipping options, including free, weight-based, and calculated carrier rate options. Calculated carrier rates are calculated by Shopify and the carrier using order weight. The calculated rate may be discounted.
One or more of the options may show available when completing your order. Free and standard (weight-based) typically ship within two business days and are delivered within two to eights business days from the ship date. Expedited shipping is available with calculated carrier rate options.
Standard 2-8 Day Shipping Options:
- Orders weighing 0.0 to 2.999 ounces may ship with a flat rate of $2.00
- Orders weighing 3.0 to 7.999 ounces may ship with a flat rate of $5.99
- Orders weighing 8.0 to 15.999 ounces may ship with a flat rate of $7.99
- Orders weighing 16.0 to 31.999 ounces may ship with a flat rate of $12.99
- Orders weighing 32 to 47.999 ounces may ship with a flat rate of $16.99
Calculated Carrier Rate Options:
- UPS Next Day Air® (1 day) shipping cost calculated using order weight
- UPS 2nd Day Air® (2 day) shipping cost calculated using order weight
- USPS Priority Mail Express (1-2 day) shipping cost calculated using order weight
- USPS Priority Mail (2-5 day) shipping cost calculated using order weight
- USPS Parcel Select Ground (3-10 day) shipping cost calculated using order weight
NOTE: See subsections "Free Shipping Offer" and "Local Delivery" for additional information about these specific options.
Local Delivery
Enjoy local 2-day delivery for most orders within 6 miles of our Springfield, VA address. A valid phone number is required to schedule delivery. Orders not deliverable after 5 days will be canceled and refunded.
- Minimum $15 purchase required.
- Qualifying orders under $35 will receive local delivery for $7.
- Qualifying orders over $35 will receive local delivery at no cost.
We will contact you by phone to schedule a delivery time and date. Our caller ID will show (571) 378-1177.
Drop Ship
Drop Ship is currently not available.
Our current product selection adheres to the following condition codes:
NEW - Product is new and in original package.
Like New (used) - Product package may have been opened, the manufacturer seal may be broken, or the package may show damage or wear without effecting the product.
Good (used) - Product package has been opened; the box may show damage or has been replaced with a generic box; and the product may show signs of use or wear without effecting its function
Fair (used) - Product package has been opened; the box may show damage or has been replaced with a generic box; and the product will show signs of use or wear. Also, components may be missing or warn, but the product still has some use.