FAQ

FAQ

You have questions, we have answers! Here is a list of our most frequently asked questions. Couldn't find what you're looking for? Contact us here

 *** Get 20% off the entire store during our Summer Sale and an extra 20% off sale items! Valid online and in-store from June 8 to July 3 (11:59PM). Use code: SUMMER20 at checkout. Only one discount code can be used per order. Please note: Our retail store will be temporarily closed between June 17 - July 1, 2022 and will reopen on July 2. Orders placed online during this period will be shipped out, delivered or ready for pick-up starting on July 4. The return period on orders made during the month of June will be extended to July 15. ***

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. on the lower level of the Cumberland Terrace mall.

Are you open for in-store shopping? Yes! We are open for in-store shopping Monday to Saturday from 10am to 5pm. *We will be closed for in-store shopping between June 17 to July 1, 2022.

Do you offer curbside pick-up? We offer free curbside and in-store pick-up between 11am and 5pm Monday to Saturday. For curbside pick-up, please call us in advance to notify us of your arrival. *We will be temporarily closed between June 17 to July 1, 2022. Pick-ups will resume on July 4.

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 along your ID for verification.

Do you offer free shipping? We offer live-rate shipping to Canada and the United States which is based on product dimensions and delivery distance.

*** We're currently offering flat-rate delivery options across the GTA. See our Shipping & Returns 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? Discount codes cannot be combined at checkout. Only one discount code can be applied 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 join our new rewards program, you will get points for purchases and weekly website visits! 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!

Please note: Loyalty points cannot be redeemed on clearance products. Orders containing clearance items will be adjusted accordingly.

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.