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Problems with an Order

Damaged Items

If your order is damaged in transit, please contact us. We will reply with a request for photos.

Missing Items

If your order is missing an item:

  1. Open your Order History.
  2. Click the Shipment # that contains the order missing items.
  3. Scroll down to Report An Issue With This Shipment and describe the problem in the Shipment Issue Description box.
  4. In the Issue Type drop-down menu, click Order Missing Item(s).
  5. Click Report Issue.

Package Has Not Arrived

If your order tracking says “Delivered” but you have not received your package, please go to Order History to confirm that the delivery address was entered correctly.

If your order has not arrived by its estimated delivery date, please wait the following number of business days after the ship date and then contact us if your order has still not arrived.

Delivery Number of Business Days
USPS First Class 9
USPS Priority Mail 5
USPS Priority Express 3
UPS Next Day Air 2
UPS Second Day Air 3
UPS Ground 6
USPS Priority Express International 7
USPS Priority Mail International 7
USPS International Priority Airmail 30
UPS Worldwide Express 4
UPS Worldwide Expedited
6

Authorization Holds

An authorization hold is the banking industry practice of verifying electronic transactions initiated with a debit or credit card and holding this balance as unavailable until the hold "drops off" the account, making the balance available again. This process can take anywhere from one (1) to eight (8) business days after the transaction date, depending on the issuing bank's policy.

When ordering from StarCityGames.com®, you can minimize the impact of potential authorization holders or avoid them altogether by ensuring that you enter your debit or credit card billing address exactly as it is registered with your bank. If you require assistance, please contact us and we will be happy to help you resolve the payment.

If you have entered your address exactly but find yourself in the unlikely situation of not being able to complete your order, please note that repeatedly attempting to complete the same order may result in your bank placing an authorization hold on your debit or credit card attempt.

If your bank has placed an authorization hold on your debit or credit card due to an erroneous or declined transaction, you can contact your bank and request that they drop the authorization hold from your account. Please note that StarCityGames.com is unable to remove an authorization hold placed on a debit or credit card by your bank.

Rerouting an Order

If you need to change the delivery address of an order that has already shipped via UPS, please contact us immediately.

You will be assessed a $15 surcharge to cover UPS rerouting fees, plus any additional postage required, if you provided an incorrect shipping address or changed your shipping address after placing an order. However, we will be happy to waive these charges if we can correct the error before your shipment leaves our warehouse.

Unfortunately, we cannot reroute an order that has already shipped via USPS. 

Order Returned to Sender

If tracking shows that your order was returned to the sender, please go to Order History to confirm that the delivery address was entered correctly and then contact us.