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FAQ'S

Your Frequently Asked Questions

Q. Where is my order?

A. We aim to ship most orders ship within 1 - 2 days of ordering. In some instances orders may take longer to process ( 3 - 5 business days). This additional processing time may be due to local holidays or other circumstances beyond our control.

You will be advised by email when your order has been shipped.

 

Q. Is this item in stock?

A. Here are the terms we use and what they mean to you:

In Stock: The item is available and can be dispatched within our shipping terms.

Pre Order: This product is due for a new release. When this product is received from the distributer, we will dispatch the product within our shipping terms

Back Order: If an item is on back order it means that we are waiting on a further shipment from our suppliers to replenish our stock. Back Ordered stock in not currently available to order.

 

Q. What does PRE ORDER mean?

A. Pre Order: If an item is on Pre Order it means that that this is a NEW RELEASE product and we expect HIGH DEMAND for this product.  Putting in a PRE ORDER guarantees that you will be one of the first customers to get the product when it arrives.  We recommend that that you place PRE ORDER items on separate orders.

 

Q. What does BACK ORDER mean?

A. Back Order: If an item is on back order it means that we are waiting on a shipment from our suppliers to replenish our stock.  As soon as the product is delivered by our supplier, we will dispatch within our shipping rules.  Depending on the item, this may mean that you have to wait up to a month or sometimes longer, but your product is reserved for you when we receive it into stock. Back Ordered stock in not currently available to order.

 

Q. What happens if I have a BACK ORDER or PRE ORDER item in an order with other products in stock?

A. If you have BACK ORDER or PRE ORDER item/s in your order with items that are in stock, this will DELAY your entire order until the BACK ORDER or PRE ORDER item has been received by us.  

If you would like to obtain your goods faster we recommend that you place the BACK ORDER or PRE ORDER item/s on a separate order.  That way you will receive your other products within our shipping terms.

 

Q. Can I order over the phone?

A. In certain circumstances you may place an order over the telephone, however we recommend that you use our secure E-commerce system to ensure that you have the correct goods selected.  We cannot be responsible for items ordered over the telephone not matching items you thought you were ordering.

 

Q. My coupon code doesn’t work?

A. If the information you have entered is correct please email us at the following address salesteam@polymorphgames.com.au with your order number (if you have one), the coupon code, and any error message that occurred at the time of entering.

We will be in correspondence to assist you within 24hrs, however our team strives to return emails within 4 hours during business hours.

 

Q. I can’t add items to the shopping cart!

A. Try the following:

1.Please refresh your page;

2.Try another web browser (i.e Windows Explorer, Chrome or Firefox); and

3.Empty your cache file using the Tools Option section of your browser.

 

Q. I can’t view my shopping cart!

A. Try the following:

1.Please refresh your page;

2.Try another web browser (ie Windows Explorer, Chrome or Firefox); and

3.Empty your cache file in the Tools section of your browser.

Please note that the above may result in your order being lost and you may have to start again.

 

Q. Can I request colours for Assorted Items?

A. We do take all efforts to limit the amount of stock sold as “assorted”. Any item that is labeled “Assorted” comes from our suppliers in that form and in most circumstances cannot be individually selected for colour or type. 

 

Q. Do you have any physical stores?

A. Currently Polymorph Games & Hobbies do not have a physical shop front, but we are working on it.           

 

Q. Can I pick the game up myself?

A. Unfortunately as our primary warehouse is located within secure premises we are unable to offer a collection service. 

 

Q. Do you price match against other on-line stores?

A. In some cases prices may match. This is purely coincidental and prices at Polymorph Games & Hobbies are internet exclusive. We always try to provide out customers with the best discounts and promotional offers where we can.

 

Q. Why did you refund me?

A. Refunds will generally occur when an item you ordered is no longer available. 

 

Q. What countries do you ship to?

A. Currently we only ship within Australia, however we will shortly be also expanding our shipping to include New Zealand

 

Q. Can I order without registering?

A. You can order without registering. However, there are benefits if you do register.  They are:

  • Faster check out on next purchase.
  • You will receive our Newsletter list which has exclusive offers and discounts.