Frequently Asked Questions (FAQ)
Q: How do I contact customer service?
A: The best way and fastest to reach support is to send a message through the Gadzooks Facebook Page
Alternatively, you may also send an email to gadzooks@gadzooksgaming.com
You may also write to us at 39 Wagner Avenue, Piscataway, NJ 08854
Q: How are your resin products made? Can they be painted?
A: Most of the products on the website are resin-cast by hand. Due to the nature of resin casting, many of the products will contain tiny air bubbles, some of which may make it to the surface. At times, residue from the casting process (we use a silicone based lubricant to help the process) may still be present on the surface of the products. Washing your products in warm soapy water is recommended as it will remove any leftover residue. If you try to paint these unwashed, you are going to ruin your weekend. We mean it, the resin needs to be washed. Don't go cheap on the soap either. Material Safety Data Sheets for all materials used in the casing process are available upon request. Color shades will likely vary from one product to the next, so if you want products to be the same shade, painting is highly recommended. If you have trouble getting paint to stick, wash them again in soapy water and ensure that you are using a high quality primer before attempting to paint on colors. Don't go cheap on the soap or the primer if you want to be happy with the results!
Q: What happens if I order in-stock items and pre-order items at the same time?
A: If your order contains any pre-order items, your entire order will wait to ship for these products to arrive. If you do not want to wait, we recommend placing separate orders for in-stock and pre-order items.
Q: How I pay for my order?
A: Because the site is powered by Shopify, you may use any payment method accepted by Shopify. This includes most major Credit/Debt cards.
Q: How long does it take to receive my order?
A: Under normal circumstances, most orders are shipped out within 3-4 business days. Larger orders or orders made during peak sales periods may experience minor delays. Once shipped, your order will arrive in 3-7 days in most cases. International orders may take a little while longer. Please see your local postal carrier for more information, products are shipped out of New Jersey, USA. Custom orders will depend on the nature of the project. Due to the COVID-19 Epidemic, and it's impact on international mail, international customers are currently experiencing significant delays in receiving their orders.
Q: How much does shipping cost?
A: Shopify offers a very close estimation on shipping fees to almost every where in the world. Your shipping cost will vary on your location and will be automatically estimated in your cart. We try to be as accurate as possible on all of our items weights and sizes so that it calculates properly. In the event that actual shipping greatly exceeds the estimated shipping amount on your order, we reserve the right to cancel your order. We will contact you if the shipping costs exceed what you were charged to offer you a chance to pay the difference or cancel your order. It's also important to note that we do not guarantee delivery on any order, international or domestic - once we hand the package over to the carrier - we absolve ourselves of any responsibility. We are not responsible for any import fees, handing fees, VAT charges or any of that. We are based out of the USA and you are responsible for your own import fees/taxes/etc as well as any fees added on by the shipping carriers.
Q: What happens if an item was shown as in stock when I placed my order but you don't actually have it?
A: In the even that you have ordered something that we do not actually have, we will make an effort to locate such an item from our distribution channels. If we are unable to locate this item, that item will be refunded from your order and the rest of the order will ship without it. If you still want the item, when it returns to in-stock, you will have to place a new order for it as we do not do backorders.
Q: What is the Gadzooks Gaming refund policy?
A: Gadzooks Gaming does not accept refunds; nor do we do exchanges. All sales are final. In the event that an item has arrived defective, we ask that you contact the manufacturer to receive a replacement. If we were the manufacturer, please send us an email at gadzooks@gadzooksgaming.com to get it fixed.
Please note that we accept no liability whatsoever for anything. None of the products that we produce or sell are intended for children. We reserve the right to cancel or modify any order. Once an order package has been passed along to the carrier, we absolve ourselves of any responsibility to ensure it's delivery. Please contact your local carrier for assistance with any packages that are taking a while to arrive. We do not pre-pay any international taxes or import fees, and we decline to comment on them in any way. Some countries will charge import fees and/or taxes and we have no knowledge on this matter.