Here are a few common problems / questions we receive. If you plan to shop with us it may be a good idea to glace over this page.
<< Changes to Payment Timeframe >>
Ebay made some significant changes to their system in October, including a change in the amount of time sellers have to begin filing for credit on items for which they have not received payment. Ebay has cut that time to finish orders significantly. Therefore, we have had to reduce the time we allow buyers to hold and accumulate items before paying. Unfortunately, this change by eBay seems to apply to old transations as well as to any going forward, so we have had to change our policies immediately rather than with the warning we would have prefered.
So, we now require payment within 14 days of the end of the earliest item. You will get a message from eBay reminding you to pay at 10 days. The final reminder will be at 14 days. At 21 days those items will be closed as unpaid items. The entire batch of auctions will be done on the time schedule based on the oldest item in your order.
We regret having to make these changes so quickly and hope everyone understands it is based on eBay's changes.
Thank you again for your business.
<< I sent you the wrong shipping address >>
DOUBLE CHECK YOUR ADDRESS before hitting the submit button in Paypal. We ship to the address provided to us by Paypal with your payment as Paypal requires sellers to do. This has become a very common problem. Even worse, in the past few months over half of the negative feedback we have received has been because we shipped to the wrong address and the buyer never got the package. This is quite insane since it WAS the address they told us to ship to.
Often by time we get the message from the buyer saying the address was wrong we have already shipped and it is too late for us to change it. I understand this can be frustrating especially since most will say they told us about the problem within an hour or two of sending payment.
Our problem though is that this is one of the biggest scams we see now a days. I won't explain exactly how to do it. But most are a simple message saying they purchase XXXX item number and want it shipped to a new address. But the more sophisticated scammers do a little research. eBay has online all the information you need to identify a buyer, learn the buying habits and payment habits, and a complete list of items they bought. So we then get a very real email that says "hi this is eBay member XXX I just bought these four items from you XXX, XXX, XXX, and XXX. I just recently moved and paypal had my old address. Could you please ship here instead?"
I hope you understand our problem. These scam emails look real, feel real, have all the right information, usually very well timed. And often times they sound more credible than the real buyer! Toss in dozens to hundereds of these requests each day. It suddenly becomes impossible to find the ONE real email in the thousands we received that day. Even though your email came an hour after payment hundereds of emails need to be dealt with before we see. We prioritize packing at some times 24 hours a day. It is most likely it has allready been packed and shipped.
<< Opps I did it anyway, What now? >>
Send us an email through eBay's messaging system. In your My eBay section you should see the items you purchase listed. I believe there is a column marked "Action" with drop down menus. One should be "email seller" <<<--- ( Sorry I don't buy often so I am not sure exactly where they hide the email a seller with the subject option. If anyone knows for sure please let me know )
This will take you to a page where you can write us an email. Make the Subject "ADDRESS PROBLEM" and start the email with "ATTENTION HOB: ADDRESS PROBLEM"
This will allow us to spot the real emails and prioritize them. Do not write to us directly about an address problem, we delete those without even looking now. Use eBay.
If the package still makes it out before it is caught. Be sure you have mail forwarding in place with the post office. If no forwarding is available be sure to contact the Post Master and/or the route Currier for your old address, They probably will not forward it to you, but if they know what and when to look for an item they will likely stop delivery and either return it to us or allow you to pick it up. If you do nothing it will probably be delivered and if the recipient decides to drop it back in the mail the local office tends to hold it for a while. We usually don't receive return mail for about 4-8 weeks in the US and 6 weeks to 3 months international.
<< Combined Shipping >>
We send combined invoice totals each night. You can also combine items purchased directly through your My eBay check out. If you wish for a combined shipping discount you must combine the items into a single order and send a single payment. We are charged fees on each payment. If you purchase two $1.00 items and send two payments of $3.50 total of $7.00 with full shipping we make less than if you send a single combined of $4.85. So by paying less you save $2.15 and we make MORE!
We do have customers that make multiple payment each day intentionally. They may want smaller orders in case of loss, for customs. Some have just wanted extra boxes from us. This is not unusual and if we notice multiple payments it is expected that was intended. We are required to ship each of these payments seperately. During our busy times we are recieveing 5-10 payments per minute. The two payments you make back to back could be seperated by 10-100 other payments. We will not even notice the repeat payment.
<< When do you ship ? >>
We ship Monday threw Friday. Friday is typically a very light day our last trip to the post is about 9:00 eBay time. Outside of payments received on Friday and Saturday most payments ship the same day or within 24 hours. We update eBay's shipping information each night with all of the items processed that day. At that time we send a shipment email and leave feedback. This is done no later than 21:00 eBay time.
If you do not receive a shipping notice and have not been left feedback by 21:00 two days after payment (don't count Sunday) Please send us an email asking if the item has shipped out. Please specify that it has be 48+ hours with no notification. It has been a very long time since this has happened, but Paypal has been know to occasionally forget to tell us about a payment.
(eBay time can be found at the bottom of every page)
We do not ship the day after a Postal holiday. Sorry, they loose everything that day (easy way for them to catch up I guess ;)
<< Customs declarations >>
We fill out all required customs forms and declarations as needed. Please do not request otherwise. The buyer is responcible for paying all customs and importation fees and dutys as required.
<< The post fails more than we do >>
The post office tries (most of the time). But they do fail quite a bit. If a package arrived slowly please check the package for the shipment time. Where the package is stamped there is a cancellation mark. The post office does this the day or the day after we give it to them. By this mark you will know how long after you sent payment we shipped the package. Use this time frame to determine our "Shipping time" ranking in the DSR rather than how long the post office took to deliver it. Obviously we cannot control the post office's delivery speed.
Should a package never arrive, you are faced with the question, did we not send it or did the post loose it? I think our feedback and the postal reputation could quickly answer that question for you.
Then you will be asking us to pay for a mistake made by someone else. Someone else who we paid to screw up. This is not a problem. However when speaking to us about this remember we are not the ones who made the mistake yet will be the ones paying for the mistake. We will ask you to allow sufficient time for the package to be found and arrive. With a little patience and understanding we will replace / refund a lost order.
<< Package has not arrived >>
Always check with other members of your household first. Half the time they got it and forgot to tell you about it. Then check at your post office. If they need you to sign for it or couldn't fit it in your box they leave tiny notes no one ever finds.
In the US: If the package had five or more items, or $30+, we will have tracking on it and it should be expected within 10 days. If you paid over $7.00 in shipping it will be a priority package expect this within 7 days of payment. If it has not arrived within these times let us know and we will pull up the tracking information. It is not unusual to have a package misrouted or stuck in a distribution center for a week long delay. After two weeks we begin to become a little concerned about the package and will consider it lost after three weeks.
For international it is very important for you to check with your local post office to see if the package is waiting for a signature. This is most often the case. International packages are randomly held in customs for a few weeks. Generally allow two or three weeks before contacting us. We consider international packages lost at six weeks. Which is about the time they give us the "I don't know" answer to an inquiry.
<< I need an answer to a question >>
We usualy do not answer emails on Fridays, Saturdays and Sundays.
This I am sad to say is one of our weakest areas. We are working hard to improve.
Whenever possible please use eBay's messaging system. This way we can always access the mail even when mail is not being received by our server. eBay does have a flaw. ::Surprise:: sometimes when you ask a question and we respond eBay treats our response as asking a question. eBay limits the questions you can ask per day... so when all we had was eBay to work through for weeks, and we could only answer 20ish questions a day we were very sad.
Most of our responses will be through the eBay messaging system. If your question comes with that bizarre quota problem we may respond directly so please check your email and spam folders for our response.
Again we do not process emails on weekends or holidays. We will always answer an email you send us, but please be patient. We are presently receiving thousands of emails a day counting all real emails and spam we need to sift through. It does take a little time for us to get it done.
<< This is the first, second, third email I sent >>
We will answer all emails we receive and sometimes we are quite bogged down so please allow us a little time to get back to you. If it has been a couple of weekdays and we have not responded then try again in case the email was lost in the void of the net. Multiple emails don't really help us.
Recently someone sent an email at 3:36 in the middle of the night. second at 3:37 then a very irate third email thirty seconds later. After all it was the middle of the night and he was giving us 3 minutes to respond. Having failed him, he left negatives 2 minutes later... Sorry, but that doesn't help anyone.
<< Got a problem with a sealed metal mini >>
This would be concerning the packaged metal minis we sell such as Reaper minis, RAFM minis, Privateer Press, etc. If you are missing a part or they included a wrong piece for a multi part mini we suggest contacting the manufacturer directly. Almost every one of these companies has a "contact about a mini problem" on their web site. Most are very quick to send you the missing part and fix any problem you might have.
If you try this and get a slow or unsatisfactory response to your problem please feel free to contact us so we can fix it. Please specify you already tried to get the manufacturer to fix it as that will likely be the first thing we suggest.
<< Got just about any other problem >>
This would be concerning just about any other problem you have. Well, the ones that are our fault at least. Someone was missing a bit. He said "I am missing the excruciating twin turbo siphon linked blasting charge" or something as ridiculous. I flipped threw the codex and had no clue. We love these games as much as you, but in no way know what everything is. I don't know what fluff he found the name of the part but our response was, "the what?" --- He said, "Circle part on the bottom of the picture." And the missing part was in the mail that day...
Please be specific about the problem or missing parts. Please keep it in simple terms so we can know exactly what your talking about :) Refer to our auction pictures, such as "the top right-hand piece."
<< Is this included in the auction? >>
Probably not. For all of our bit auctions if you don't see it, you don't get it.
<< Have these been primed? >>
None of the minis have been painted or primed in any way. Bits are fresh from the sprue. Most of our pictures look a little darker than the plastic normally does because we tone our images to enhance the incredible detail GW has so marvelously put into each bit.
<< I am going to leave you negative feedback if you don't... >>
Just a general suggestion: Never lead with anything resembling the above. With most real sellers this will do you no good. Depending how you finish that line it can be a violation of eBay policy and you will find your account being banned.
If you threaten negative feedback to us in any way the conversation is over. This is why many of the negatives we have received claim we stopped talking to them. As I said earlier we will always answer every email. Well, this is the only exception. Threatening negative feedback as an attempt to get something from us will NOT work. We will not send anything else out. We will not answer any more emails. We will be done with the transaction and await our negative feedback.
Even if you are considering leaving negative feedback I see no reason to actually ever mention that to the seller. This is a common tactic of scammers. They threaten your reputation in the hopes you will give them something for free to keep your reputation clean.
We will do everything possible to ensure our customers are happy with our service. If there is a problem please let us know exactly what it is, and allow us sufficient time to take care of the problem. Once negatives are mentioned it becomes obvious you are either a scammer or a customer that will never be happy with our service and will likely leave negatives no matter what we do. You will find several negatives that are something like "I received the item three days after I paid - it was missing a piece - it took another two days to get the missing piece" Never happy.
<< Leaving negative feedback >>
Another general suggestion: say something like "I was not happy with the transaction". Attacking the seller in feedback is a bad idea. If you choose to say something specific be sure it is very true. Remember you are publicly and permanently posting a comment about a business. You are legally responsible to prove your statements are truth. See eBays suggested guidlines on this subject
Leaving us negatives. We view that as having been ranked as the worst possible seller on eBay. As such we expect you would never want to accidentally buy from the worst again. Nor do we want to sell to someone who was so obviously been displeased with us and would likely continue to be displeased. You will be immediately prevented from purchasing our items. This is a permanent effect and will not ever be reversed. This also applies to threatening to leave us negatives.
Almost every buyer who has left negatives and found they were then unable to bid on our items has requested we continue to allow them to purchase. Before leaving that negative, think twice about doing so. Was it really such a bad experience you will never wish to deal with us again. I personally do not understand when a buyer is missing an item and it was replaced, or the shipment never arrived and we refunded the payment, or the shipment took to long to arrive but the shipment date was immediately after payment, why we would receive negatives. The problems were fixed. Being overall dissatisfied with a transaction that was worked out in the buyers favor should be a Neutral. Negatives are for when you are completely disgusted with the seller.
<< I need a whole box or sprue >>
Sorry, we do not sell the entire box kit or sprue of any of the GW products we stock.
I would suggest first purchasing from and supporting the store where you play, even if they may be a little more expensive than other sources. They provide the tables and lights and space. None of which is cheap. If you do not have a local hobby shop I would suggest buying from the GW web site to better support the company who produces the games we all so love.
If you try to buy an entire box through our bit auctions I think you will find it difficult, frustrating, and as expensive as having just bought the box to start. Occasionally auction items can go for incredibly cheap prices and a buyer will get a spectacular deal but this is not the standard. As a general rule if a box could be assembled for less than the retail price we discontinue carrying that item or further limit it's availability.
The purpose of our bit auctions is when you do not need the entire box. We allow you the option to share the expense of the box with other buyers. The bits are intended to repair broken parts, replace lost parts, and to customize and convert your army (no infringement intended). Generally in most conversion projects you will have a box that you need a majority of parts out of. Again we suggest you purchase the box at your local hobby shop. You can then pick up the stray bits from us to customize your army and make it your own masterpiece.
<< Why are you not offering this new item yet? >>
We typically do not begin selling a new product until people stop asking for it.
When a customer looks at a box on the shelf of their local hobby shop and says,"I would like another unit, but..." It is a little hard for the shop. We hope our influance is to offer that customer millions of options and possibilities so when they look at that box they will say,"I don't need another unit, but..." then they grab the box from their local hobby store, a few bits from us and start dreaming of the possibilities.
At the heart of everything we do we think about the local hobby stores. We could make good money.... for a while... by undercutting the stores prices. In the end all this does is devalue the product. Takes away the sales from the hobby shop. Who then close. Then players with no place to go stop playing.
We rather provide a service that encourages more sales for the hobby stores. Gets players more excited about their armies and creations. Which will attract more players. This is a far better path to follow.
The hobby stores are vital to our survival. When a product is brand new it is very hot. Some customers may only want some parts out of the box, but are willing to buy the box get what they want and get a ton of other cool bits to play with. We certainly could sell early and make a killing off of a new product. Instead we choose to wait until the stores have had a chance to cash in on the big new release. Generally when the next big thing releases we begin selling the last.
<< The other sellers >>
Since we started many others have copied. Most don't have a single original idea and vanish as quickly as they appeared. Few have taken this with a different spin and have found some success. Even still, when you run a search you will find that more than 2/3 of all the items found are ours.
Should you choose to purchase from another of the bits dealers choose carefully and check the sellers reputation. Each of the bit dealers who has a trustworthy store has developed their own style. Should you see another seller copying the images and auction formats ect. these are the sellers you should avoid.
Most of the sellers who brag in their auction listings you should avoid. I saw one today say,"Unparalleled customer service and satisfaction!" They had 0 feedback! Unparalleled must equal non-existent. One was using our images and claimed the,"Largest selection of bits on the net!" His store offered a total of 23 items... LOL...
Seeing all of them do it makes me feel as if we need to as well. How about --->
225,000 bit orders filled.
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