THE Frequently Asked Questions
Who are we?
We are Matt & Emily of Las Vegas, NV
Boarding School Games was established in mid 2019 as a retail store heavily focused on in-store play and education about games in general. Our audience was treated to free play all the time, a nightly learning game to bring in new players to the hobby and frequent special events such as costume parties, murder mystery dinner, jackbox trivia parties and more. We established an atmosphere attractive to couples out on the town for date night as well as families coming together for time out of the house, while encouraging cooperative play as well as low-intensity competitive games. We were forced to close for several months during the COVID-19 pandemic and as such developed an alternative way to reach our audience while face-to-face play wasn't an option. Thus, we repurposed our space for counter service and local delivery while developing our website as a basis for which we would learn what features our customer base wants.
What sets us apart?
Steeply discounted board games with a focus on unique services and customer satisfaction
Emily and I are both excited to bring BSG to you because it's a brand we have envisioned for a long time. Extensive previous experience in marketing, SEO, online sales, and of course our passion for board games led us from our initial experiments with selling via online marketplaces to a deep desire to establish our own brand, where we could change some of the things we didn't enjoy about shopping for games both in person and online. We will let our in-person experience speak for itself when you eventually visit, but online you can expect very timely shipments, amazing prices, and prompt, friendly, and thorough customer service communication. We are a family business enjoying rapid growth due to our principles and a few of our unique offerings in terms of services, such as our special order program, detailed in a future question. We appreciate our customers and do our absolute best to put as many games on your shelves as possible without hassle or stress.
What does it mean?
Special orders are a means by which you can pre-purchase out of stock items and eliminate the stress of watching prices go up on marketplaces between reprints or having to try to catch sales, elsewhere
These items are frequently just not in stock on our shelves but available at distribution, where we will immediately translate your order into an incoming product that we can provide for you. However sometimes these items are awaiting a reprint and unavailable everywhere. In these cases, we use incoming special orders to establish a baseline backorder quantity to put in with our distributors. In large part, our customers choose our inventory with their buying habits.
When will my special order arrive?
This is our most commonly asked question, and we do not have an answer for it, even in regards to specific products most times. The answer is that as soon as our sources provide product to us, we begin to fill our outstanding special orders from oldest to newest.
Furthermore, this means that when you place a special order that item is reserved for you. You've purchased it and when we get the items restocked if there aren't enough to cover all available due to a shortfall with distribution for some reason, we will be focusing on those oldest special orders first. So it’s best to get yours in as early as possible to make sure you get a copy for coveted and underproduced items. Again, we can't tell you what those will be or when reorders are arriving to us. It’s unfortunately the nature of this business that we don't hear much in regards to when reprints are arriving at all, so we have no information to share regarding timeframe. Think of it as kickstarter, you're placing an order for an item that you know is coming in the future, and you're willing to be patient for it so as to not have to pay more from the marketplace when it launches. You place your order "set it and forget it,” and at some point in the future, the item arrives to you.
Why do I have to pay for special orders, can I place a hold instead?
We do not currently have a hold system. We want to reserve incoming product for the most committed customers and use that information to properly scale our orders from vendors.
Holds, while an attractive feature for a customer, do nothing for the store in terms of information, as there is no binding of the customer to the product. Our understanding of holds are that they create a situation for which the customer can lock in a product with one merchant while building up an order to hit a threshold of value for which to ship. We work with customers constantly to move products in the most cost-efficient way possible and we refund any excessive shipping costs when orders are combined. If you're seeking a hold from us and are in fact certain you'd like the product, place the order and if you communicate with us, we will hold that product for a reasonable duration while you contemplate future purchases to maximize your shipping dollars. That said, we don't have a massive warehouse to store holds for customers who, at a later time, might decide they don't want to pick up their product. In our opinion, the value of having a hold system pales in comparison to the disappointment we have to pass on by not selling a product that we have on hand to a customer who is willing to pay for it right away. In our opinion the proper solution to this is to create an environment where it’s easy to place an order and secure the product for yourself with your payment, and then we know exactly how many we need, when and where so as to serve as many customers as possible.
My order is held up by special order products that I didn't place separately, what can I do?
In short, you get one shipment per order with paid shipping placed. At the time of a new order arriving, we check your order history and do our best to include anything that has come in on your special orders since your previous shipment. We do this automatically
If you have one active order with us, a mix of special and in-stock product, this order will wait until all items are in stock. If at a future time you place another order with us of a similar shipping grade (priority or UPS ground for example), we will pack all currently in stock items from your first order, along with anything in stock from your second and ship that immediately. This leaves you with anything not in stock at that time and one shipment left. If all of those products become available, we will ship that order and have you fulfilled in entirety. Going one step further, you place a 3rd order and now we once again look back and see what can ship from your special order purchases and include those, once again shipping immediately and leaving you with one shipment remaining with which to cover the remaining items. Conversely, you place two orders that are fully in stock one after another, we package both orders and refund excess shipping beyond what it takes to cover those orders. We refund shipping automatically in these cases where entire orders can be combined if there is significant overage (more than $2).
Can I cancel Special Orders that have not come in yet?
Our cancellation policy reflects that special orders placed may be refunded to payment source within 7 days of purchase, barring a few caveats - (please refer to our policies for full details) and for store credit after that but prior to our being invoiced for it by our supplier. In-stock product is non-refundable, we reserve the right to refund in store credit under certain circumstances at our sole discretion, but once you've ordered a product from us, we have reordered it from distribution and are unable to cancel the product even for store credit in most cases, so please carefully consider your purchases.
When it comes to special orders after the initial 7 days, you're able to request refund for store credit as long as the item hasn't been invoiced to us by our supplier. At that time, the item is already on the way to us and is considered in-stock. If your item has not been invoiced to us, we are able to offer store credit refund for the item so you may pick out a new item if you've found the special order item elsewhere or don't wish to wait longer. Please request cancellations of these products via email - email@example.com.
When will my preorder arrive?
We ship product to arrive in accordance with published street dates but never guarantee arrival to you on or before street date
Publishers set street dates and, unfortunately, are frequently unable to get products to us to even have on our shelves in time for street date, much less ship out to arrive to you by then. We do our absolute best when product arrives to us on time to prioritize these new release items for shipment to get as close as possible, but again too much of that is out of our hands to make guarantees as to date. Typical is within 1-2 days of release but we will ship as early as 2 days prior to street date for distant customers when the product is on hand so you have a better chance of timely arrival.
Will you be getting enough of preordered product x?
We place our preorders based on forecasted volume of purchase as well as preorders
Preorders are always filled before releasing product to others. While we have no direct control over production or distribution, our level of buying does grant us the ability to get higher allocations for products than most stores and we work with every US distributor as well as a few international distributors so that we can source as much product as is available to be had. We place our preorders early enough with these vendors to ensure as much product as is possible, but at the same time not all distributors or publishers allocate the same way so from time to time there will be shortfalls. We encourage customers to place pre-orders for product as early as possible as then you will have the best odds of receiving your item on time for products with tight allocations. We do not have an end to most preorder windows until we've been given definite information that our allocations will be limited to a certain quantity. This is also exceedingly rare, more often we will find out once we are invoiced what our actual allocation is, so unfortunately we don't have that information to share, though we always do our best to inform via our facebook when we have such information. In short, preordering doesn't guarantee product on release day, but as our entered preorders are based on demand we absolutely do our best to fulfil all orders, and will close a preorder window when there is enough information to do so. In any other cases we will treat preorders as special orders, filling them as product becomes available as quickly as possible. Cancellations for pre-orders work exactly as they do for special orders.
What is your free shipping threshold?
We do not offer a free shipping threshold
Our discounted prices are based on our model of charging for shipping. We consider paid shipping to be a form of discount, because as everyone knows there's no such thing as free shipping. In cases where free shipping is advertised, the cost of shipping is rolled into a higher base price or some other form of membership fee or similar. Our approach is that we offer the best price we can on the product, and then we charge what it costs to get the product to our customers. We're not in the postage business. This obviously benefits customers who are closest to our Las Vegas location with great shipping prices. Try experimenting with our cart, as you'll find that after the initial high shipping cost for one game, adding more games to your cart will minimally raise shipping, resulting in absolutely unbeatable savings the more you buy. We have never seen a shipping cost in excess of $55 in CONUS (and believe me that was a huge order), so if you consider that our prices tend to be far lower than competition, there is for every single customer a point where we have the best price. For customers in CA, AZ, CO, UT, WA, and OR in particular that tends to happen at or near 2 games. For the furthest reaches of the east coast it’s more like 3-4 games but still very attainable. Even models that offer free shipping thresholds are using increased prices to cover shipping for distant customers as the expectation is that most customers will aim for that number and achieve free shipping. Thus nearby and local customers in particular subsidize those distant shipments by paying more than they should to get their items. Our recommendation, move closer or come visit us in Vegas!
Can I place an order and combine it with an older order?
Can I add to my order?
Yes, place your additional order and we will combine instock items, automatically, on our end
Orders are shipped as soon as possible after we get payment notification, typically same day or 1 business day. If you decide you'd like to add more to your order, simply place an additional order and if both orders are fully in stock, or we expect for them to be soon, we will automatically hold your order for those special orders that should be arriving shortly and then automatically combine and refund the excess shipping costs. In cases where special orders are involved, please see the above question "My order is held up by special order products that didn't place separately, what can I do?"
What's the deal with CCG preorders?
CCG Games such as Magic and Pokemon are highly allocated and in high demand for preorder quantities, thus we have a few special policies regarding them.
Due to our pricing on these products in particular there has been massive upswing in demand for these items. These items are allocated at distribution based on previous purchase. Until recently we didn't carry these items and we're still building up our ability to purchase larger allocations. Because of this, at this time we do not accept preorders for these products as the end result would be many unfulfilled orders as we frequently aren't able to know what we will be receiving until very near to release, and it tends to be far less than what we order. This combined with the huge demand would result in most preorders being unfulfilled to satisfaction. We had considered going forward with a disclaimer but realize that the headache to consumers and ourselves wouldn't be worth it at this time. Thus we've elected to release these products for sale to the public when they arrive to us and are in-hand so we can accurately market the products. We will allocate these products based on internal criteria in the case of large purchases, meaning if you're hoping to receive a large order of magic on release day, we're likely not going to be able to completely satisfy your order. You may still place large orders for these products but recommend as always that you contact us first for availability as you will likely be allocated and receive a portion of your order from our second wave of arrivals. These products tend to be much more easy to fulfill after the initial preorder surge, a week or two after release, so we are aiming to satisfy the patient with our policies until which time we can reliably fulfill preorders to the majority of our customers satisfaction. Thus any orders placed in excess of our internal allocation (determined solely by BSG and at the time of fulfillment) can be converted to a special order and will be filled as soon as product arrives to us, respecting all other standing policies for special orders. The good news is that the more we sell of Magic, the more this issue becomes alleviated and the better we can serve you. Part of the reason for our internal allocation of product is that we want to reward the most, those who have supported our magic product as we grow our community, so there is most certainly going to be better allocation for those names we are seeing for each and every release, and who purchase from us not only on release day, but as the product life cycle goes on. Our recommendation is to get on with us for the long haul, be patient, and enjoy the benefits of helping us to grow our availability of your game!