Question 1

What should I do if the game I ordered is missing pieces?

Accepted Answer

All publishers deal with these issues directly. They will have a contact form on their websites. If you need assistance, email us at support@grayknightgames.com and we can assist you with the finding the publishers site and form.

Question 2

Do you ship internationally?

Accepted Answer

We currently only ship to US and US Territories at this time.

Question 3

What is your Return Policy?

Accepted Answer

You may return most new, unopened items within 30 days for a refund.*
If you need to return an item, login to your account, view the order using the "My Orders" tab on menu and gather the information you need to submit a return form.
we do not accept returns of any trading card games (i.e. Pokemon, Magic, Yugioh, etc.). This is to maintain integrity of our inventory.
If we mishandled your order, Gray Knight Games will provide a return label for the items (Ex. incorrect or defective item received).
Issues with board games, card games & miniatures missing components must have their parts replaced via the manufacturer. Please contact support@GrayKnightGames.com with the specifics and we will instruct you how to proceed.
A 15-20% restocking fee may be applied to returned items.

Question 4

My game arrived damaged. What should I do?

Accepted Answer

We take care to carefully check games as they arrive to us to make sure we don't send out damaged games. We also pack boxes with plenty of padding to survive the journey to you. However shipping companies sometimes drop them with force on a corner and it damages the games in the box.
In the event your games arrive to you damaged please do not remove the shrink wrap, keep the shipping box, and all packing materials until your claim is resolved and contact us at support@Grayknightgames.com via the Return form. Please send pictures of the damage done to your games in addition to pictures capturing all sides of the box including the bottom and the shipping label.
If you feel more comfortable you can email us directly with your pictures of the damage done to your games in addition to pictures capturing all sides of the box and the shipping label. Include the order number and remember to not remove the shrink wrap, keep the shipping box, and all packing materials until your claim is resolved
Please note: if you remove the shrink wrap, we may be unable to replace the item in certain situations.
In the case that the shrink wrap was removed during shipping (Due to damages) include this in your email request in addition.

Question 5

I placed an order yesterday and it hasn't shipped yet.

Accepted Answer

We understand the excitement of ordering new games and the wait can be difficult. We ask you please be patient. 
It takes 3-4 business days for processing of your order, starting the following business day after your order. Check out our shipping policy for more information.
During a sale week, we ask that you give us additional time as we may have an increase in volume of sale. Holidays and big sales events usually add an extra 1-2 days to process orders.

Question 6

How will I know if my order shipped?

Accepted Answer

As soon as we pack the order and create a shipping label, you will receive a notification with the tracking number. If you receive an email saying your items have shipped, that means it is packaged and waiting for one of our couriers to pick up the package.

Question 7

My package was lost or stolen, what do I do?

Accepted Answer

Gray Knight Games is not responsible for lost or stolen packages. If your tracking number states delivered, please reach out to the appropriate shipping company.
All ship orders marked as delivered will be treated as such.  Please make arrangements to be home when delivery occurs or have your item delivered to a secure location to prevent package theft.  We cannot be responsible for package theft.

Question 8

What happens when I select Local Pick-up?

Accepted Answer

LOCAL PICK-UPS: Please wait for a notification before picking up an order. We will prepare your order and notify you via email when it is ready for pickup with a date/dates and time. If you have any questions, feel free to reach out to Support@grayknightgames.com. Call/Text 385-244-7006. You Must be in UTAH for Local Pick-ups. We are located at 4799 S 3950 W, Roy, UT, 84067. If the distance is too far for a pick-up we are happy to ship your order to you.

Gray Knight Games Help Center

Frequently asked questions