FAQs
Shipping Timeline
Please go to our Shipping Updates page for more information.
Backorder
It's come to our attention that other websites who aggregate our products into a searchable listing, have decided to mark our product availability of "In Stock - Available at Supplier" as "Backorder". This is very frustrating.
Please know, we actually don't offer backorders typically. If an item is not in stock at our facility in Florida, we place an order for the item and get it shipped in. If you see Backorder on these sites, for us it just means it will take about a week to get those in from the publisher. This is actually how most of the online board game hobby stores work. Although, they use "In Stock" and then order it in for you like we do. We are being transparent so you can make an informed decision before you buy.
Payments
How do I pay?
Payments can be made in full by credit or debit card, PayPal,or with ShopPay and in installments.
What is ShopPay?
ShopPay allows you to checkout and pay over 4 installments interest free. There is no catch to this. No hidden fees. You only need to make the first payment when you checkout, then pay the remaining 3 installments over time.
ShopPay Disclosure: Rates from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.
Shipping
Where do you ship to?
We ship to the United States Only. This is a recent change.
If you are in Canada, please contact us to discuss shipping.
Who do you ship with?
We use USPS and UPS for shipping.
How quickly will I get my games?
If your order contains all In-Stock items, your order will ship within 1-2 business days after you place the order.
If your order contains "In-stock, available at the supplier" items, these are ordered on Mondays only. We make one order a week for these items. It takes 3-4 business days for it to arrive in our store and we aim to get orders back out the day after they arrive.
The exception to this is if your item is in our weekly deals section. We order these items every day based on the day's orders. These items take the same amount of time to arrive and if your entire order is made up of weekly deals items or in-stock items, they will ship the day after everything arrives in our store.
Please see our Shipping Timeline for more details
All orders that include a mix of items, will ship as soon as all items in the order arrive in our store. We do not ship partial orders.
If your order contains a pre-order, please see “When will I get the game I preordered?”
How will I know my order has shipped?
Once your order is packed and prepared for shipment, you will receive an email with a tracking number from our shipping system. Once you have that, you will know your order has been shipped.
When are "In Stock - Available at Supplier" (Non-weekly deals) games ordered?
If you place an order that includes products listed as “In Stock – Available at Supplier,”, but are not part of the weekly deals. These will be added to the next order. Orders are submitted to the supplier on Mondays at 9am EST.
If you place an order after that, it will be added to the next week's order. Please keep that in mind when placing your order.
Why did you run out of the Detective Hawk deal before the end of the sale?
We pick weekly deals so that the publisher has at least 100 copies to send to us. Most deals we don't sell nearly that many. If a deal has ended early we have reached the maximum number of orders for the product.
Why do refer a friend coupons not work on Detective Hawk Deals?
Since Detective Hawk Deals are already priced nearly at cost, we have decided refer a friend coupons will not be valid for these products during the sale.
How long after I receive my order can I claim shipping related damage?
You have 5 days from the date your order is delivered in the USA or Canada to claim shipping related damage. Please contact us at orders@detectivehawkgames.com if there is damage. We need you to take photos of the damage along with photos of the shipping box.
Once we have those, we then contact the shipper. Simultaneously, we also order in a replacement for you and will ship it to you free of charge.
I placed an order for Local Delivery, how does that work?
We deliver within a 25 mile radius of our shipping facility at no charge. We do not deliver to PO Boxes or UPS/Fedex store mailboxes. Your delivery address should be a physical address where we can deliver it to. It does not need to be a residential address. As soon as we recieve your items from the supplier or if we have the items in stock, we will reach out to check for wether a gate code is needed for your residential community. We will deliver your item the next business day to your front door.Games
When will I get the game I preordered?
As fast as possible – we promise! We usually get our preorders just a couple of days before the launch date. We will then pack and ship as fast as we can. Preorders will be fulfilled on a first-ordered – first-shipped basis, so get your preorder in early.
What is the release date of the game I preordered?
The best place to check this information is on the publisher’s website. We will keep the site up to date with the upcoming release dates as we get them. There will also be lots of information in our newsletter – sign up here – or check out our blog.
What does it mean when a products says "In Stock - Available at Supplier"?
This means we do not have inventory for that product onsite and it will be ordered from our supplier. We hold limited inventory but have great relationships with our suppliers and can get product delivered to us very quickly, within a few days. When you place an order for one of these products it will be ordered from our supplier and sent to you as soon as we receive it.
Stock levels are very dynamic. It is possible that our suppliers will be out of stock between the last update of our website and your order. In this case, we will contact you immediately to discuss the situation.
Special Orders
I see a product out of stock, can you get it for me?
If the game is Asmodee, likely we can only place your game on backorder and will ship it as soon as they ship it to us.What does it mean if the game is marked "Going out of stock"?
Games marked as "Going out of Stock" are actively being discontinued by Asmodee. What this means is the supplier has limited stock of these and once they are gone, they are gone.
This also means that these games may go out of stock from when you order to the time we place the order (within 24 hours). We will notify you if this happens. We will refund you via your payment for the cost of the item. Stock quantities will reduce with these items quite frequently.
What do I do if the game I ordered is missing a piece?
If the game is an Asmodee game, let us know by email us at hello@detectivehawkgames.com. We will follow up with you to let you know how we can get you those items you are missing.
When reporting a missing or defective piece, please make sure to include:
- Your order number;
- Name of the game;
- Description of the piece that was missing or defective;
- A photo of the defective piece.
Asmodee requires us to submit this to get your replacement.
Once we receive the item we will ship it to you for free.
If you are unsure if it's Asmodee, email us anyways. We'll help you figure out what to do.
You don't have the game I want, can you get it for me?
We can try! Drop us a message in the Contact Us and we will look into it.
How do you decide what games to review?
We review what we think is interesting. That’s kind of the only criteria…
Want to know what we think of a particular game? Ask us to review it by sending a message in the Contact Us.
Prices
What is the crossed off price in your store?
This is the Manufacturer’s Suggested Retail Price (MSRP). We often sell for less than the MSRP and we only sell at or higher if there is a restriction placed on us by our distributors.
Coupon Code
I have a coupon code, how do I use it?
Awesome! Just add your products to the cart and add the coupon code (don’t forget to click the “Apply coupon” button) then checkout.
If your code is valid, you will see your amazing discount in the Cart Total and you are good to go! If the coupon is not valid a message will be displayed at the top of the cart page.
Unfortunately, we do allow discounts codes to only apply to orders up to $1000.
Orders
I need to cancel my order, how can I do that?
Send us an email at orders@detectivehawkgames.com if you need to cancel. Please see our Refund Policy for more details on when you can cancel or return an order.
When will I receive my order?
Check out our shipping FAQs for more info.
I've placed my order, but I haven't heard anything?
The first thing to do, don't panic! Next, check your spam folder. We aim to follow up with every order within 24 hours of you placing it. Also, if you email us and have not heard back, we do respond to every email as soon as possible.
If you have not heard back from us, please give us a little bit. We are a small business, and we will get back to you. That all said, definitely check your spam folder. We have had issues recently where specific email hosts... ahem, AOL... pushes all our emails to spam.
I want to make a large order (over $1000) how can I do that?
Please contact us at hello@detectivehawkgames.com and we will be more than happy to assist.
Who can place orders on the store?
Due to conditions with our suppliers, our store is intended for orders placed by final users of the games based in the US only. Resellers in any form are prohibited. If we suspect an order is for resale, your entire order will be canceled and refunded.
The Detective Agency - Loyalty Program
What is the loyalty program?
For every purchase with Detective Hawk Games, you will receive 5 Clues for every $1 spent. There are additional ways to earn Clues and several ways to redeem them. Please see The Detective Agency page for more details.
Are the coupon codes combinable?
Regrettably, they are not combinable at this time. This is a restriction put in place by Smile.io, who we are partnering with for the loyalty program.
Are there restrictions on the refer-a-friend offer?
Great question! Not specifically on the deal, which, if you don't know, is after purchase, you can give a friend a personalized coupon code for $10 for their purchase. If they use it, we give you $10 off your purchase.
There is one restriction: If it is determined that you are sharing your refer-a-friend coupon code with yourself via two email addresses and you try to redeem the code, both orders (the initial order and the referred order) will be canceled and refunded. We really do not want to do this with your order.
We are a very small business, and we are using both the loyalty program as a whole and the refer-a-friend coupon to grow the business. We appreciate it if you would respect that and help us grow and create a larger community.