Customer Service FAQ

APO / FPO

Unlike many of our competitors, we have no problem shipping to an APO/FPO. Orders over $99 qualify for our free shipping discount.

Cancellation Policy

All cancellations will be logged in your customer account. Cancellations that occur more than one year from the date of order will only be refunded in the form of store credit. For accounts with excessive amounts of order cancellations, we will be limiting certain features to these accounts on our website. The limitations will include, but are not limited to:

• Will not be able to place orders using the Customer Hold option.
• Will not be able to place orders with the Check or Money Order payment option
• Will not be able to place orders for In-store Pick-Up
• Will not be able to place orders with Preorder items

Customers will be sent two notification emails warning of excessive use before action is taken against their account. If action against an account is necessary, a final email will be sent.

One or two cancellations will NOT result in your account being limited.

Contact our Customer Support team, or message us on social media, to cancel your order.

Customer Holds

Not Ready for Your Order to Ship Yet?

Select customer hold as your shipping method at check out. After payment is accepted, we will have your order held until you are ready for it to ship. Miniature Market requests that all customer holds ship within 6 months of being placed.

Want to Add to Your Customer Hold Order Before it Ships?

Simply place your new order(s) and select the customer hold shipping method during checkout and your new order(s) will be held so they can be linked when you are ready to have your order(s) shipped.

Ready to Have Your Customer Hold Order Shipped?

Once you are ready to have your order(s) shipped, simply follow the instructions in the tutorial below. If you have further questions, email ([email protected]) or call (877-326-4429) our support team and let us know.

• Customer hold feature is currently only available within the continental 48 states.
• Payment is required in full at time of purchase for all orders. Unpaid orders will be subject to cancellation and will not be held under the Customer Hold feature.
• TCGs are NOT eligible for customer hold.
• If you select Customer Hold as the shipping method, your order will NOT ship until you release the hold through your account
• If your order(s) total over $99 at the time of shipment, they will ship via our Free Shipping option. Orders totaling under $99 will require a $6.99 Flat Rate shipping fee.
• Once you have requested your order(s) ship, it can take one to two business days to process and ship your order.
• To ensure inventory integrity all individual orders must ship in one shipment. For this reason existing orders cannot be split into multiple orders or shipments.
• Any abuse of the Customer Hold system could result in the cancellation of your order(s) or the discontinued privilege of using this feature. (Ex: excessive cancellation of orders, attempting to circumvent other stated policies, etc.)
• Our Customer Hold feature is subject to change or discontinuation at any time.

Want to Cancel Your Customer Holds?

All cancellations of Customer Holds will be subject to a 15% restocking fee. This fee will be waived if the refund is requested in the form of store credit.

Follow These Steps to Release Your Orders

1. Go to your account
2. Click on ‘My Orders’
3. Select the orders you would like to release
4. Click ‘Unhold Selected Orders’
5. Once you have verified the information in the pop-up is correct, choose an option
6. If you are below the $99 Free Shipping Threshold, enter your payment information
7. Enjoy your games!

Customer Live Support

Customer Support Hours

Our Customer Support Team is available Monday through Friday from 8:00 am CST to 4:30 pm CST. Customer Support is closed on all major holidays.

Contacting Support:

You can contact our Customer Support Team via email or phone. Our staff can be reached via email at [email protected] and via phone at 877-326-4429.

Response Times

Customer Support strives to answer all inquiries as quickly as possible. We answer all emails in the order in which they are received. We attempt to answer all emails within one business day.

Use the red 'Chat' button at the bottom right corner of every page to begin.

Fulfillment

At Miniature Market we are pleased to say we are partnering with publishers to help them with their logistics and shipping management needs, such as Kickstarter Fulfilments. The logistics management of a project cannot be improvised, and some of the best publishers would rather focus on creating the greatest games instead of shipping them. This new service will be in addition to Miniature Market’s regular website service and we have created a specific Fulfillment Team to ensure there will be no delay or disruption to our regular order processing.

Gift Certificates

We sell gift certificates in United States monetary denominations starting at $5 and going up to $250. Gift Certificate codes are generated by our Customer Support Staff. If you order a gift certificate outside of our business hours, your gift certificate code will be generated and sent to you on the next business day. To use your gift certificate, proceed to checkout and enter the code in the “Discount Codes and Gift Certificates” box provided and hit “Apply Coupon”. You can check your remaining balance the same way. If you’re not ready to place an order but want to check the status and balance of your gift certificate, just login to your account and you can do so from your account dashboard. Gift Certificates expire 5 years after date issued. Gift Card Terms and Conditions

Grading Policy

See Grading Policy page for more details

Magic the Gathering

As an authorized Wizards of the Coast online retailer, we cannot ship Magic outside the U.S. This includes store owners. We will not make any exceptions.

Miniature Market reserves the right to cancel orders or remove individual Magic the Gathering items from orders placed within 24 hours of that customer ordering the shopping cart maximum quantity for that particular Magic the Gathering item on a previous order.

Ordering & Order Statuses

If you want to place an order on our website we require an email address to be associated with the order. This email address will also be your user id so you can log in and change your personal information. We will use this email address to send order confirmations and shipping notices as well.

Order Statuses

Order Received – When you place your order and the payment has been received, your order moves to this status. As of August 2023 your order will remain in this status until which point that it ships out of our warehouse.

Order Awaiting Release - This status means that your order has been received and your items reserved, however, processing will not occur until a later time. This delay in processing could be because your order has an item that is on preorder or because your order was placed using our Customer Hold feature. If your order contains one or more preorders your order will be processed and shipped once all preorder item(s) have released. In the case of a Customer Hold please contact our Customer Service team to have your order(s) released Please note that as of August 2023 orders will no longer move to the Order Awaiting Release status and will remain in Order Received until which time the are ready to ship.

Shipped - The shipped status means that your order has been completed and a shipping label has been placed on your package. You will receive an email shortly after your shipping label has been created with your tracking number. Tracking information can take up to 24 hours after the packages have been picked up by the shipping company to show transit information.

Out of Stocks

If an item is out of stock on your order, we will refund your account for the item and ship the rest of the order. There are exceptions when we know an item will be restocked shortly, in which case we will hold the order and ship it in its entirety once the item arrives.

Payment, Pricing & Promotions

All pricing is listed in USD.

Our website accepts all major credit cards and PayPal as acceptable methods of payment. If you are a U.S. resident you may pay with a check/money order, but the items will not ship until payment has cleared. Orders not paid within 10 business days will be cancelled.

Sometimes we will temporarily discount a product's price or run promotions on certain product lines. These changes are time-sensitive and Miniature Market reserves the right to end a promotion at any time. Orders placed before a sale begins or after the expiration will not be eligible for the promotional rate.

Miniature Market reserves the right to cancel any orders effected by a website error, with no further obligations to you, even after an order confirmation has been received. In the case that payment has already been received, Miniature Market will contact you via email regarding the error and will process a full refund for the order.

Preorders

Many times we offer products for sale before they are released by the manufacturer. If you purchase one of these items, payment is required at the time the order is placed. If there are other items on the order, we will not ship the entire order until the preorder product comes out. If an item says preorder in the title, it means the item is not yet available and we are taking advance orders. The quantity available and 'In Stock' notation displays the amount we have left based on our current order with the supplier.

All preorders must ship out in one shipment and existing preorders cannot be split into separate orders.

Priority Processing

Priority Processing is a new feature that will move your order to the front of our order queue. The increase in priority means lower wait times for your order throughout the pulling, packing, and shipping process. For orders containing a preorder item or orders that have been put on Customer Hold, the Priority Processing will take effect when the order is released.

Please Note: Priority Processing feature decreases your order’s wait time in our warehouse queues, this feature does not affect your chosen shipping method.

Product Alerts

Sign up on an item page to receive notifications regarding the item's price and inventory. You must be signed into your account to sign up for notifications and will receive confirmation on the product page for your product notification selections. In addition, you will see a record of your product notifications in your customer account.

Preorder Release

You will receive an email once the current preorder has arrived in our warehouse and released. Please note, however, that the release of an item does not guarantee the availability of that item for purchase. In cases of very popular items we may sell through our entire preorder allocation and may not have additional copies available for sale when the product first releases.

Price Drop

You will receive an email once the price drops on the selected product. You will be notified both for standard price changes as well as sale price changes. You will not, however, receive notification for Daily Deal pricing. To ensure you know about all of our Daily Deals, please sign up for our Daily Deal’s newsletter.

Please note that you will only receive one price notification. After receiving a price drop notification, you will need to sign up again for a product notification if you wish to be alerted of future price drops.

Low Stock

You will receive an email once the selected item has two or fewer items left in stock. This product notification does not reserve quantity for you and the item may still sell out shortly after the email has been sent. After receiving a low stock notification you will need to sign up again for the product notification if you would wish to not purchase the item at this time but do wish to be alerted of the low stock in the future.

Restock

You will receive an email once the selected item has been restocked. We regularly restock many of our popular items and do strive to restock at high enough quantities to fulfill current demand for a product. However, it is not uncommon that due to limited availability on an item, that we may receive smaller than desired restocks on popular items which will lead to the item selling out quickly after being restocked. This product notification does not secure quantity for you and the item could sell out again after the notification has been sent. After receiving a restock notification on a product you will need to sign up again for the product notification if you would wish to receive future notifications due to an out of stock.

Retail Stores

Store Hours

The Retail Store hours are as follows:

Store Inventory

The available stock counts on miniaturemarket.com do not represent the available inventory at our retail store location.

Pick Up Orders

You are able to choose 'Pick Up at Manchester' or "Pick Up at Cave Springs" upon check out on our website.

Orders placed online will be available for pick up within 1-2 business days, Monday-Friday. No deliveries are made on Saturday or Sunday.

If your order is not picked up within 30 days, your order is subject to cancellation

Returns & Replacements

All returns require approval and an RMA. Please email [email protected] for approval before sending back merchandise.

Miniature Market will accept returns on all unopened products within 2 weeks of delivery. Miniature Market does not cover shipping costs on returns. All returns are subject to a 15% restocking fee. The restocking fee is waived if store credit is elected as the refund method.

Our replacement policy for sealed items varies depending on the manufacturer of the specific game. If you receive an item that is missing pieces, please reach out to our customer service team via email ([email protected]) or phone (877-326-4429), and they will be happy to advise you on how to proceed.

Reviews

We appreciate authentic feedback of both your experience on our website and with our customer service as well as thoughts on our products.

Whether you choose to leave a review on our website or express your thoughts on one of our social media channels, sharing your genuine and original experiences is integral to strengthening the gaming community for the gamers that choose to shop with us.

How do I leave a product review on the website?

A few weeks after your order ships, you will receive an email invitation to provide a review.

Review Guidelines

Product Reviews: Product reviews are just that – reviews of products. They should not contain customer service or shipping issues. If you have an issue regarding these matters, please contact Customer Service directly via email ([email protected]) or phone (877-326-4429).

Be Genuine: Leave your honest opinion, based on your own experience; the good and the not so good.

Be Specific: Provide specific details about the product. Remember, the purpose is to provide details for another gamer who is considering purchasing the product. What would YOU want to know? Seeing is believing! Our review platform provides the ability to upload photos and/or videos.

Be Respectful: Posts containing offensive or inappropriate comments will be removed.

Thank you for taking the time to provide us your opinions so that Miniature Market can continue to provide an honest gaming community for all our gamers.

Rewards Program

Program Participation

In order to receive rewards from the Miniature Market Customer Appreciation Program, you must be a registered user on our website. By creating an account you will automatically be enrolled in the reward program.

Earning Rewards

Orders placed while logged into your account will earn one (1) reward point per dollar spent. Points will not be awarded for portions of orders paid with gift cards, gift certificates, gift codes, or promo codes. Please see our Rewards Page for full details of our rewards program: https://www.miniaturemarket.com/rewards. Please note: You must be logged into your customer account in order to earn reward points. Throughout the year, we offer promotional increases to reward point acquisition. These promotions are advertised on our main website page and promotional emails.

Spending Rewards

To use your reward points, you must be logged into your account upon checkout. The option to use reward points, as well as your balance and the monetary equivalent, will be shown to you in your shopping cart.

Search Tips

We have a user-friendly category, search, sort, and filter system on our website.

For the most specific results, search for one or more words first and then choose the category from the filters on the left (on desktop) or on the top (on mobile devices).

You can then filter the results further by: sub-category, availability, product tag, manufacturer, price, genre, and more. You can also sort the results by price, best sellers, new items, and name. Using these filters and sort will give you more refined results.

If you would like to simply browse categories, select a category and scroll the list of sub-categories. On a mobile device, please select the three horizontal lines in the upper left-hand corner to view the categories. You can then narrow your browsing by utilizing the filters and sort functionality.

Shipping & Delivery

Shipping Information

Orders placed Friday and over the weekend will be processed the following Monday. We reserve the right to request signature delivery on any order. Our warehouse is located in St. Louis, Missouri and transit time varies based on destination.

Transit Companies

We utilize UPS, FedEx, and the USPS as our shipping carriers.

Transit Times

Times vary based on destination and shipping method chosen.

Tracking Information

Shipping confirmation will be emailed at the end of each business day. Tracking numbers will be available within 24 hours from the time of shipment. Account holders can view their tracking number from the customer account page.

Please note, international tracking numbers can take up to three business days to be loaded to customer accounts

Free Shipping/Flat Rate Shipping

Orders of $99+ and shipping to a street address within the 48 contiguous United States (PO Boxes are not Eligible) or United States Military addresses (APOs & FPOs) qualify for free shipping.

We do not offer free shipping to any order going outside the United States.

$0.99 Shipping

Orders containing only minis singles shipping to the continental U.S. or United States Military addresses (APOs & FPOs) are eligible for the $0.99 shipping option. Service includes tracking information.

Shipping Cost Quotes

Our shipping costs are based on the total weight of your order as well as the destination location. To get a real-time shipping quote, please put the item(s) in your cart and proceed to check-out. After entering the country and postal code on the cart page, all the shipping options and associated costs will appear.

Wishlist

You must be logged into your customer account to utilize the Wishlist Features:

Save

You can add items to your Wishlist by clicking on the heart icon on any category or product page. Items can also be moved to your Wishlist from your shopping cart by clicking on the heart icon next to the product you want to move. Once you move an item to your Wishlist, it will no longer be in your shopping cart.

View

To view all items in your Wishlist, simply log into your account and click on Wishlist or if you are already logged in, you can easily find it by clicking the heart icon above the search bar. In your wish list you can also see the current selling price of the item as well as the current quantity available for sale.

Shop

Once an item is in your Wishlist, you can easily move it to your shopping cart to purchase, by clicking on the red shopping cart button.