The Board Gamer orders ship from our fulfillment partner Mighty Ape. Their warehouse is based in New Zealand with daily flights across the Tasman with Australia Post. Our delivery to Australia is 2-4 business days to most Australia metro areas via Australia Post and all orders are shipped with tracking to your door!
If an item you have ordered has arrived damaged, please contact us as soon as possible. We will advise you on how best to proceed once damage has been confirmed and assessed. Once we have confirmed the damage or fault, we will endeavour to repair, replace, or refund items where possible.
For fast processing of your return, please ensure the following:
You retain the original packaging, including the box or satchel
There are a number of reasons why your order may not have shipped. Shipping your order as quickly as possible is of the utmost importance to us and you can rest assured we’ll be doing everything we possibly can to hurry things along.
Your item is not in stock
We can only dispatch items that are in stock in our warehouse. Items that are Pre-Ordered or Special Order need to be ordered and delivered to our warehouse before they can be dispatched and delivered to your address.
All items listed for sale on The Board Gamer have a stock status, if your product is in stock and hasn't shipped please contact customer support.
If your order has been marked as shipped, but this has not been received, please confirm your tracking details with the correct delivery service. Your tracking number has been emailed to you and is also available in My Account.
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, please contact us and we will start an investigation with your delivery service on your behalf.
If you cannot find a non signatured required item, it is likely that it was delivered using the Australia Post Safe Drop system. This will be shown in your tracking if it was used. You are able to request an image from Australia Post showing where the item is left to confirm that it is your address.
If you are concerned about your items being left unattended we recommend using the “signature required” option that is presented in the Checkout. Regrettably, neither The Board Gamer nor Australia Post are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
Regrettably, neither The Board Gamer nor Australia Post are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
I've had my item for a while, but it no longer works as described
If your item becomes faulty after a period of time, we will assist wherever possible to repair or replace your item. We are committed to protecting your rights under the Consumer Guarantees Act, and working with our suppliers to assist with warranty claims. Please note items that require repair or assessment by a 3rd party can take several weeks to be processed.
For the fast processing of your return, please ensure the following:
You provide the original packaging (if you still have it)
You accurately describe the fault or damage (this will ensure our repair agents can reproduce the fault or error)
You attach clear photographs of the damage
You provide the serial number for electronics and computer items
You provide any passwords (or remove passwords) that may be required to gain access and reproduce a fault
I've changed my mind and no longer want the item I ordered
If you've changed your mind you can return your item as long as it's unopened, in mint condition and returned within 14 days of delivery. The shipping for the return will also be at the cost of the buyer. Once we've received the item and our returns team confirms everything checks out OK, you will receive an account credit which can be used to purchase a replacement item.
Please note, neither The Board Gamer nor the courier company used can be held liable for improperly packaged items which have been damaged in transit. Please take the time and care to read through the below recommendations on how to package your item.
If you’ve contacted us about returning a product and have received a return authorisation from our customer services team, you may want to take the below into consideration when packaging your return.
When returning a product to us it is important to ensure that it is packaged securely in order to prevent any damage from occurring to the item. Unfortunately, if an item is damaged in transit due to insufficient packaging, we will not be able to cover the item, and the product’s warranty may be voided.
Please keep the following in mind when packaging your return:
Select a suitable box. Look for something with similar dimensions to your item so that the item sits firmly, as this will help prevent movement and damage.
Consider the weight, fragility, and value of the items you are shipping.
Try and ensure that there is at least 6cm of space between the edges of the box and your item.
Avoid using older or damaged boxes, as they may have lost some of their rigidity and be prone to further damage.
It’s important to fill all empty spaces within the box. Ensure that you completely fill the areas around the item to avoid contents moving while in transit.
Ensure that the item is well padded on all sides. Items without sufficient padding on all surfaces may be more likely to be damaged.
If you do not have suitable packaging materials, your post office should have suitable materials available for purchase.
If shipping multiple items in a single package, always wrap each item individually.
Small or loose items should be placed in an inner container or plastic bag to avoid items separating during transit.
Apply special handling labels (e.g. Fragile tape), as this can help ensure the appropriate transport, handling and storage of the shipment during transit.
Note your tracking number once you have handed your parcel over to the Post Shop/courier.
Internal Packing Materials:
Bubble wrap is great for providing cushioning and protecting the item.
Air bags are suitable for filling empty spaces around the contents.
Crumpled paper or newspaper is a low-cost option for filling empty space and adding padding.
Foam peanuts/pellets provide cushioning.
If you have followed the above and your item has been sufficiently and securely packaged, then not to worry! If any damage is incurred through courier negligence, we will be able to assist you in making a damages claim with the couriers to ensure that the damage is covered.
If you need to cancel or modify an existing order for any reason, please contact us to let us know. This includes changing your delivery address, adding or removing items, or changing your payment method.
Please note that, while we do our best to honour requests to cancel or modify an order, we cannot guarantee that this will be possible. All orders are shipped out as quickly as possible, and in instances where an order has been fully processed and packaged by our team, or where an order has been handed over to the courier, we will not be able to make changes.
We want to make you happy and to enjoy shopping with us. If you’re cancelling your order because you’re unhappy with the service you’ve received, or if you’ve found the item cheaper elsewhere, please tell us so that we might have the opportunity to make it right.
If you have a PayPal account you can pay using PayPal. When selecting PayPal as a payment method you will be redirected to PayPal to confirm your payment before your order is accepted. Payments are reconciled instantly for fast processing of your order. We use Mighty Ape's PayPal account.
Afterpay (Australia only)
If you have an Afterpay account you can pay using Afterpay and then pay in four fortnightly payments. When selecting Afterpay as your payment method you will be redirected to Afterpay to login and confirm your payment after the final checkout step. We'll process and ship out your order once it has been verified by Afterpay, and you'll be able to pay your order off in instalments. Learn more about Afterpay.