Go Game Shop Frequently Asked Questions

 

Here’s a list of questions that customers frequently ask about the Go Game Shop.

If your question isn’t answered here or you’d like to clarify something, please don’t hesitate to contact us by email.

What’s your question?

Which countries do you ship to?  

We ship worldwide. If you can receive letters and parcels, we should be able to send mail to you.

We store stock in multiple locations around the world. Currently we have products in the USA, Europe (UK) and Asia (Hong Kong and Korea). We’re looking at expanding into Canada in 2014 (let us know if you want to see us in your region).

Any items you order will be shipped from the closest warehouse where we have stock available. This saves you money on shipping and makes sure you get your order as quickly as possible. Learn more about where products are shipped from.

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How much will it cost to post to my country?  

Postage costs depend on what you want to buy and where you are. Our shopping cart knows the size and weight of all our products and can give you an accurate quote for postage.

You can get an instant quote by following these four easy steps:

1. Add the products you want to the shopping cart

2. Find the ‘Estimate Shipping and Tax‘ heading in the lower left

3. Select your country, state/region and zip/post code

4. Click ‘Get a Quote‘ to get your instant quote. Quotes may take a few seconds to calculate and will appear just below.

If more than one shipping option is available, we’ll display a selection of the best value options for each service level and let you choose which one you want. Depending on the product you order and where you are, different options for local ground shipping, airmail, seamail, standard and express deliveries, and so on, will be displayed.

Once you’ve decided which shipping option you’d like to use, click on that option to select it and then click ‘Update Total’. The shipping price will be added to the total in the top right of your screen.

If you add any new items to your cart, the shipping price will be recalculated and automatically updated.

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How quickly will you mail my order?  

We offer guaranteed next business day processing for all valid orders. This means your order will usually ship less than 24 hours after your payment clears (except on weekends and public holidays, or during extreme weather).

If there’s a problem with your payment or address that requires clarification, we’ll contact you by email to sort things out before mailing your items.

Note that next business day processing means that we’ll make sure your order is in the mail on the next business day. It doesn’t mean you’ll receive the order the following day, because the mail isn’t usually that fast. If you need something urgently, please select an express postage option and see: I need one or more urgent gifts for Go players.

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How long will it take for my order to arrive?  

This mostly depends on the postage option you choose and how close our stock is to you. As mentioned above, we usually ship all orders in under 24 hours on weekdays and we have warehouses in the USA, Europe (UK) and Asia.

When items are posted locally they should arrive in under a week (usually in 2-3 days).

For international shipping it usually takes about two weeks for an order to arrive, but it can take up to three, or even four weeks if something goes wrong (e.g. if extreme weather or something else interrupts international air traffic). Delays are not that uncommon for international airmail, but if your order hasn’t arrived within one month, please contact us.

If you choose seamail shipping for your order, it may take about three months to arrive. We only recommend seamail for customers who wish to save money on large (heavy) orders, where time is not such an issue.

We’ll email you to keep you up to date on the progress of your order. Once your order ships, we’ll email you an estimated arrival date provided by the postal service, along with the tracking number (if you’ve paid for a trackable service). You can also login to your account to check your order status.

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Can I track my order?  

If you choose a shipping method that includes a tracking service, we’ll provide you with the tracking number as soon as it’s available, as well as tracking updates by email (and text message, if you enter a cell/mobile phone number at the checkout).

Nearly all of the shipping options we use provide tracking now. Tracking is provided as standard for orders shipping from the US, Hong Kong and Korea.

The main exception is Royal Mail Airmail, for orders from the UK. Royal Mail provides good value for orders within Europe, but we have no way of tracking it. If our store suggests Royal Mail as the best value option and tracking is very important to you, we recommend upgrading to the next cheapest option (our store will find the best one for you automatically). However, Royal Mail is still reliable and is the best value option for small items like Go books.

You can login to your account to check your order status and view tracking numbers (if they’re available). If you didn’t create an account when ordering, you can still check your order status here.

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I need one or more last minute gifts for Go players, can you help me?  

Yes we can! In particular, if you’re in the USA, UK, Hong Kong or Korea, we should be able to get something to you very quickly. Here’s what to do:

  1. If you’re not after a specific product, choose a product that’s as close to you as possible to save time on shipping. Read where are products shipped from (just below) for more details on where products are stored.
  2. When you checkout, you’ll usually have the option to select an express shipping option if you need to. Keep in mind that this will be more expensive than standard shipping, but if you need something really quickly, this option is available.
  3. After you complete your purchase, email [email protected] (or just reply to the invoice we email to you) to let us know that this is a gift and that you want it rushed if possible.

Our standard service is already very fast (usually we ship in under 24 hours, except on weekends and public holidays), but if you let us know that your order is urgent, we’ll try to ship it on the same day if there’s time. If you’re reading this on a Thursday or a Friday, please put your urgent order in now, before the weekend. This will avoid a two day delay.

If you need more help, or you have urgent questions, please call David on +1-302-415-3211 or +61 488 581 676 or Younggil on +61 401 399 827 during the Asia-Pacific daytime. That means, if you’re in the USA, please call after 4:00 PM your time. If you’re in Europe, please call first thing in the morning .

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Where are products shipped from?  

We store products in multiple locations worldwide, because this saves you time and money on shipping and helps to make products more affordable for Go players everywhere. Currently we stock items in the USA, Europe (UK) and Asia (Hong Kong and Korea).

Your order will be shipped from the closest location that has your product in stock. For every product, we specify the location(s) it ships from on the product page. Scroll down to the ‘Additional Information’ section to view the details for the product you’re interested in.

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What currency are products listed in and which currencies do you accept?  

All prices in our store are listed in US dollars. You can view our prices in other major currencies by selecting it from the dark blue currency drop down list (it’s in the top right on product pages, and the top left on catalog pages).

Our exchange rates are updated daily, and should only be regarded as our best estimate. The exact exchange rate will be decided by your bank, or PayPal, at the time when you order and we have no control over that. However, it shouldn’t be far off the estimate we provide.

We accept payments in all currencies accepted by major credit card companies and PayPal, in other words, most currencies. We also accept bitcoin.

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Which payment methods do you accept?  

We currently accept the following payment methods:

  • Credit Card
  • Paypal
  • Bitcoin
  • Bank Transfer
  • Check (Cheque)
Credit Card

We process credit card payments securely through Stripe merchant services. Stripe is a very secure, high-tech payment processor for credit cards only.

Paypal

We also use PayPal to receive payments, because that lets us accept secure payments via credit card, bill, bank transfer and PayPal. PayPal is a market leader in safe online shopping.

If you want pay by credit card, you can do so directly through our secure checkout, or you can select to pay by PayPal and then checkout with credit card through PayPal’s site.

Depending on what country you’re in, you can also get the bill sent to you (to pay later) and have us mail your items now by selecting the ‘Bill Me Later’ option with PayPal.

Bank Transfer and Check Payments

We also accept payments by bank transfer and check (cheque), but please be aware that your order will take longer to process if you choose to pay by bank transfer or check. If you’d like to pay using one of these two methods, please select that option at checkout and read the instructions that are displayed.

Bitcoin

Finally, we accept bitcoin payments too. If you’d like to pay with bitcoin, you can just proceed through the normal checkout process and select your preferred payment method when asked. You’ll be redirected to the Coinbase payment gateway to complete your payment.

What’s bitcoin?

Bitcoin is money designed for the internet. It solves a famous math problem called the Byzantine Generals’ Problem and is remarkable because it’s like digital cash that can be transferred safely between any two people in the world (without requiring a middle man), within minutes. Unlike physical money, bitcoin uses advanced mathematics to ensure that bitcoins can’t be counterfeited.

If you’re not sure what bitcoin is (or have only heard about it from the uninformed media) we recommend visiting weusecoins.com to learn more. If you’d like to try it out with a small order from us, we recommend Coinbase as a good way to start with a small amount of money (we use them ourselves to provide bitcoin exchange rates).

All orders paid for in bitcoin receive a 5% discount. This is because bitcoin saves us money on payment processing and also reduces the risk of fraudulent orders (which cost small merchants a lot of money). All stores normally have to include these costs in the prices they charge when accepting other common payment methods, but we reward customers who pay with bitcoin by passing the savings straight back to them.

Google Wallet (no longer available)

Google Wallet (formerly Google Checkout) is, unfortunately, no longer available to stores like ours that sell physical goods.

To ask about other payment methods, please contact us.

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Can I pay by credit card?  

Yes, we accept credit card payments, just select ‘Credit Card’ at the checkout.

Is it safe to buy online?  

It’s safer than it’s ever been, because these days there are plenty of online stores, like Go Game Guru, who are really serious about security.

We use Stripe merchant services (for credit card processing) and PayPal because they’re leading experts in secure online payments.

Using the secure infrastructure of a professional payment provider is much safer than using something a small business dreams up on their own. And using PayPal also gives you the option to pay by bank transfer or ask for a bill to be mailed to you, if you’re more comfortable with that.

We take your security, and our own, very seriously. Because of that, your payment will be made over a secure sockets layer (SSL) connection and your payment details will never be stored on our servers.

Even if you choose to save your credit card with us for future purchases (which you definitely don’t have to do!), it isn’t stored on Go Game Guru’s servers, but split into small pieces and stored across several of Stripe’s highly secure servers for maximum security. We only store a randomly generated number that we can only use later to tell Stripe to charge you for a future purchase at Go Game Guru. Even if someone steals that random number, which is very unlikely, they can’t do anything with it.

We use high quality, reputable web hosting for our sites, and pay a premium for it. Our servers have been hardened (made more secure) and we regularly test them for vulnerabilities. We have multiple layers of redundancy in place and we use multi-factor authentication (commonly known as 2FA) to secure any admin portal which is exposed to the web.

Unfortunately, the same can’t be said for some other vendors of Go products. Always check that (at an absolute minimum) the address bar on any page that asks for your credit card starts with https (instead of just http – which isn’t secure). Never enter your credit card details into an unprofessional looking, home made site and never send them to anyone by email or over the phone if you don’t have to. Instead, shop with a business like Go Game Guru, who invests the time and money required to keep your private information safe. If you’re unsure about whether it’s safe to order from another site and you don’t have any friends or family members who are good with computers, you can ask us for advice.

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Do you have a returns policy?  

Yes, we offer a 100% money back guarantee. If you’re not satisfied with an item, for any reason, simply return it to us within 30 days for a full refund.

We want you to feel confident that you can enjoy Go and shop with Go Game Guru, without taking a risk.

If you’d like to return something, just contact us by email to make arrangements.

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Will I be charged customs and import taxes?  

We recommend dutycalculator.com as the best way to quickly answer this question. If you need more information about where we’d ship a particular product from, then please feel free to contact us and ask.

Customs and import taxes differ from country to country and change regularly. Please use the online duty calculator or contact your local authorities to find out what the laws are in your country, because they’ll be more knowledgeable in this area than we are.

Unfortunately, it’s not possible for a small business like ours to be an expert in the customs and tax laws in every jurisdiction around the world. There are just too many different rules and too many countries.

It is your responsibility to establish whether any additional taxes or charges will be imposed by your local government. If you’re unsure, please contact us and we’ll help you look into it.

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Do your prices include taxes?  

Currently we’re only required charge tax on orders within Australia. If you’re not in Australia, you won’t be charged tax at checkout, because you don’t need to pay it. This will change in the future if we earn more money.

For orders within Australia, GST will be included in the price.

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What do I do if the product I want is out of stock?  

If a product is out of stock you can register to be notified by email when it’s available again.

At the top of the product page, just above the ‘Out of Stock’ notice, there will be a link that says ‘Sign up to get notified when this product is back in stock. Click on it.

Check back soon as we restock and add new products regularly. If you have a request for a particular product that you’d like to see in the store, please contact us.

Why should I buy from Go Game Guru?  

We offer competitive prices and fast, affordable worldwide shipping.

In addition, all of our products are covered a 100% money back guarantee, if you’re not satisfied for any reason.

Go Game Guru is a business that uses its profits to continue promoting Go around the world. When you buy products from us you also help to promote the game of Go.

If you have any questions about this, you can contact us any time.

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Can I get free shipping?  

We offer free shipping on selected products. If a product is eligible for free shipping, a note about free shipping will appear on the product page (just below the price).

For all other products, we offer the best prices we can, combined with the best value shipping options that we can find. We’re always looking for ways to reduce unnecessary costs and take advantage of economies of scale, so that we can offer even better value to you. This ensures that you’ll only pay what you have to, and no more, when you order from Go Game Guru.

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What sort of shipping service do I get when I choose the free shipping option?  

We always use a standard postal or courier service for free shipping (definitely not seamail).

We may not choose the fastest available option (e.g. express), but your order will still arrive quickly and you can rest assured that the carriers we use are reliable. For luxury products, we often use international EMS (express mail service) because they offer better insurance and deliver in well under one week.

The exact service we use will change depending on your location and which warehouse we ship from. Orders with free shipping will usually end up being delivered by your national mail service. If it’s important to know which carrier we’ll use before ordering, please contact us (please let us know which country you’re in and what your zip/post code is).

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How do I search the Go shop for products?  

There’s a search box in the top right of every page in the Go Game Shop. You can also use the advanced search tool.

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What can I do if there’s a problem with my purchase?

Our customers rarely have problems with our services and we do our best to keep it that way.

However, when you ship orders all around the world, a small number of them inevitably experience hiccups (which are often outside of our control). If something go wrong, please contact us by email and let us know what happened. We’ll do our best to fix things for you as soon as possible.

If products have been damaged somehow in transit, we may ask for photos of the product, because we need them to claim against our insurance. We’ll replace any damaged product as soon as possible.

Please note that immediately issuing a credit card chargeback or Paypal dispute (before contacting us) often results in a worse outcome for everyone involved. This is because initiating one of these processes ties our hands legally and slows things down. If you simply contact us directly, we’ll do our best to fix any problem and ship a replacement (usually within 24 hours) or arrange an exchange. Involving a third party like Visa or Paypal is unnecessary and time consuming – please don’t do this until you’ve talked to us first.

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I own a Go website or represent a Go Association, are you interested in paying us for advertising on our site?  

Yes we are. We started Go Game Guru to promote Go and part of that involves building a stronger Go economy in the West. We’ll do what we can to help support any legitimate Go Association or website that promotes Go.

If you’re interested in earning some money by telling people about Go Game Guru products, you can register to create an advertiser account here.

Please contact us for more details and provide a link to your site.

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I’m looking for a wholesale Go equipment supplier, do you offer wholesale pricing?

Yes, we offer wholesale pricing for game stores and Go clubs that sell Go equipment. Please contact us and tell us a little about your store, and we’ll set you up with a wholesale account and/or send you a price list.

You can speed things up by creating an account in our store first and then contacting us to let us know its email address. Please still let us know who you are and where you’ll be doing business. Once we know who you are, we can enable your account for self service wholesale orders and drop shipping.

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Would you be willing to donate some prizes to my Go Association, tournament or event?  

Yes we would. We prefer to donate prizes directly to National Go Associations/Federations where possible and let them allocate the donation between their various events for the year. This makes it easier for us to keep track of things and make sure we’re allocating prizes fairly between different countries.

Please have your local Go Association contact us, and if you don’t have a Go Association in your country, please contact us yourself and let us know about your club or event.

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I want to ask about something not on this list.  

No problem, you can contact us and ask us anything you want.

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