FAQ

FAQ

You have questions, we have answers! Here is a list of our most frequently asked questions. For questions not answered below, contact us here

Do you have a retail location? We are located in Yorkville, in Toronto, Canada and have been for the past 20 years! You can find us at 820 Yonge St. 

Are you open for in-store shopping? Yes! We are open for in-store shopping Monday to Saturday from 10am to 5pm. Please note that due to the latest restrictions, we will be operating at 50% capacity.

***Our retail location will be closed between January 14-23, 2021. Get 10% off online orders during that period using code: WAITFORIT. Orders will be shipped out (or can be picked up) starting on January 24. Discount cannot be combined with other promotions.***

Do you offer curbside pick-up? We offer free curbside and in-store pick-up between 11am and 5pm Monday to Saturday. We ask that our customers come to our main store located on the lower level of the Cumberland Terrace mall once your order is ready for pick-up.

Please note: We will be closed between January 14-23, 2021. Pick-ups will resume on January 24.

When can I pick up my order? We process pick-up orders within one (1) business day and will send you an email once your order is ready for pick-up. Please come in only once you've received that email and bring your ID for verification.

Do you offer free shipping? Yes, we now offer free standard shipping Canada-wide on orders over $100. See our Shipping page for more details.

Do you ship to the United States? We ship across Canada and the United States.

My puzzle is missing a piece. What do I do now? If you have any concerns about your order, please email us at info@gameandhobbyzone.com. 

I’ve placed an order from the United States. Will I be charged in CAD or USD? Our customers are always billed in CAD, however, the amount shown on your bill is automatically converted to your domestic currency. 

I’ve put an order through the website and now see two charges on my card. Have I been charged twice? When you place your order, you will get a preauthorized charge on your credit card. Once the order is packed and ready to be shipped out or picked up, we then process the payment. Please wait 2-3 business days for the pending preauthorized charge amount to clear from your statement.

I forgot to put in my discount code during a promotion. Can I still get the discount? Discount codes cannot be applied to past orders. Please make sure to review your orders carefully before purchasing. 

Can I apply multiple discount codes to my order? You can only use one discount code per order.

I've added the wrong item to my order. Can I adjust it? Orders can be adjusted if alerted prior to fulfillment. Please email or call us immediately as we fulfill most orders within 24 hours. 

How do loyalty points work? When you subscribe to our new rewards program, you will get points for purchases, weekly website visits, and referrals! You will receive 5 points for every dollar spent - and once you reach 1000 points, you'll be able to redeem $5 off your order, 1500 points for $10 off, and 2000 points for $15 off!

I forgot to sign in when making a purchase, can I still get my points? Yes, we can manually adjust points up to 1 week after purchase. Please email us at info@gameandhobbyzone with your order number.