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?
- Can I get free shipping?
- What sort of shipping service do I get when I choose the free shipping option?
- How much will it cost to post to my country?
- How quickly will you mail my order?
- How long will it take for my order to arrive?
- I need one or more last minute gifts for Go players, can you help me?
- Where are products shipped from?
- Can I track my order?
- What currency are products listed in and which currencies do you accept?
- Which payment methods do you accept?
- Can I pay by credit card?
- Is it safe to buy online?
- Do you accept Bitcoin or Google Checkout/Wallet?
- Do you have a returns policy?
- Will I be charged customs and import taxes?
- Do your prices include taxes?
- What do I do if the product I want is out of stock?
- Why should I buy from Go Game Guru?
- How do I search the Go shop for products?
- What can I do if there’s a problem with my purchase?
- I own a Go website or represent a Go Association, are you interested in paying us for advertising on our site?
- Would you be willing to donate some prizes to my Go Association, tournament or event?
- I want to ask about something not on this list.
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), Asia and Australia.
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.
We offer free shipping on Go equipment to nearly all parts of the world. If your cart contains only Go equipment (not mixed with books), the free shipping option will appear after you enter your location and click ‘Get a Quote’.
Our goal is to eventually offer free shipping to all countries, but there are currently some countries that we can’t always ship to for free. This is because of very high shipping costs and the lack of suitable, insurable and reliable carriers to these countries, from our current locations.
We’re working hard to expand the number of locations that we ship from. These are the countries that do NOT currently qualify for free shipping on all equipment (see below for exceptions):
Countries/regions where free shipping is NOT available in some cases
- South America
For these countries, we have to use a premium shipping option, to ensure successful delivery. Because of that, we can only offer free shipping on orders over $300 in value at this time. The shopping cart will offer you the free shipping option if your order qualifies.
We hope to be able to offer free shipping to more people as soon as possible.
We always use a standard postal or courier service for free shipping.
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.
The exact service we use will change depending on your location and which warehouse we ship from. You can use our shipping estimation tool to get an idea of the available services for shipping to your address. In nearly all cases, we’ll use the best value shipping option (also displayed by the tool, below the free shipping option) when free shipping is selected.
Postage costs depend on what you want to buy and where you are. Go equipment at Go Game Guru ships for free. With books and other products, 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 will appear just below.
If more than one shipping option is available, we’ll display a selection of the best value options and let you choose which one you want. Click on the postage option you prefer 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.
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).
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.
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), Asia and Australia.
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 mail, but if your order hasn’t arrived within one month, please contact us.
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.
Yes we can! In particular, if you’re in the USA, UK or Australia, we should be able to get something to you very quickly. Here’s what to do:
- 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.
- When you checkout, you have the option to select an express postage 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.
- 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 prioritize it for you. 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 .
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), Asia and Australia.
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 and and click the ‘Additional Information’ tab to view the details for the product you’re interested in.
Unfortunately, there are some Go books that we’re not allowed to ship domestically within the USA, because of an exclusivity agreement between certain publishers. However, we can still mail any product you want to the US without problems. Go books can be sent from the UK at good prices in these cases.
Yes, you can login to your account to get updates on your order. If you’ve paid for a tracking service we’ll email the tracking number to you and you’ll also be able to find it in your account.
Some cheaper mail service, like Royal Mail Airmail, (while reliable) don’t provide tracking updates, which means we can’t provide a tracking number for you if you select that option.
For small items, like Go books, it can be uneconomical to pay for tracking because it costs more than the products themselves, but the option is still available if you want to use it.
All prices in our shop are listed in US dollars by default. 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).
We accept all currencies accepted by major credit card companies and PayPal, in other words, most currencies.
We process credit card payments securely through Stripe merchant services. Stripe is a very secure, high-tech payment processor for credit cards only.
We also use PayPal to receive payments, because that lets us accept secure payments via credit card, bill, bank transfer and PayPal. PayPal is the market leader in safe online shopping.
If you want pay by credit card, you can do so directly at 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.
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.
To ask about other payment methods, please contact us.
Yes, we accept credit card payments, just select ‘Credit Card’ at the checkout.
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 Stripes 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.
Unfortunately, the same can’t be said for some other vendors of Go products. Never enter your credit card details into unprofessional looking, home made site and never send them to anyone by email. Instead, shop with a business like Go Game Guru who invests the time and money required to keep your private information safe.
Not currently, but we’re considering both of them! Send us an email to let us know whether you want Bitcoin or Google support and if enough people are interested we’ll do it.
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.
Customs and import taxes differ from country to country and change regularly. Please contact your local authorities to find out what the laws are in your country.
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.
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.
We offer competitive prices, fast service and free worldwide shipping on Go equipment. We also affordable worldwide shipping on other products, like Go books.
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.
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.
If something does go wrong, please contact us by email and let us know what happened. We’ll do our best to fix things for you.
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.
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.
Please contact us for more details and provide a link to your site.
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.
No problem, you can contact us and ask us anything you want.