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?
- 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?
- Can I track my order?
- I need one or more last minute gifts for Go players, can you help me?
- Where are products shipped from?
- 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 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?
- Can I get free shipping?
- What sort of shipping service do I get when I choose the free shipping option?
- 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?
- I’m looking for a wholesale Go equipment supplier, do you offer wholesale pricing?
- 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.
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), Asia (Hong Kong and Korea) and Australia. We’re looking at expanding into Canada in 2014.
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.
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, 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.
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.
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), 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 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. Currently seamail shipping has to be arranged by email.
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.
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, Korea and Australia.
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.
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, Korea 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’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.
- 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 .
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), Asia (Hong Kong and Korea) and Australia.
Your order will be shipped from the closest location that has your product in stock. Sometimes products are temporarily out of stock at the closest warehouse. In that case, our store will give you the option to buy it from our next closest warehouse (which may or may not offer good value, depending on where you are). You can usually figure out where an item is shipping from by looking at the names of the services in your shipping quote.
If the shipping cost is higher than you expected, it may mean that the closest warehouse is out of stock of at least one of the products in your order. You can contact us by email to find out how soon we’ll have more stock and to see whether we can find any cheaper shipping methods (like seamail) for you.
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.
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.
If you’re making a high value order in a currency other than USD, then we can help you to save 5-10% in currency conversion fees by using a local bank transfer or bitcoin to pay.
Which payment methods do you accept?
We currently accept the following payment methods:
We process credit card payments securely through Stripe. Stripe is a very secure, high-tech payment processor for credit cards only.
For security reasons, we will never store your credit card details on our server. If you choose to save your credit card in your account, it will be stored securely by Stripe and we will only have access to charge your card for future orders (but not view your actual card details). Our default setting is to never save anyone’s credit card details.
This way of doing things helps to keep your credit card information safe and private.
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
For orders over $100, we also accept payments by bank transfer and check (cheque), but please be aware that these payment methods will make your order take longer to process. If you’d like to pay using one of these two methods, please select your preferred option at the checkout and read the instructions that are displayed.
Orders which are completed by bank transfer or check involve considerable extra work on our part, so we ask that you please consider trying another payment option for smaller orders.
Check payments are only available to customers in the USA by default. If you’d like to send us a check from another country, please email us first.
We can help you to minimize currency conversion costs (with a better exchange rate) by using a local bank transfer service for most major currencies. This can save you about 5% or more on high value orders and can be worthwhile if you’re making a significant purchase.
The currencies supported for local bank transfer are:
- AED – United Arab Emirates Dirham
- AUD – Australian Dollar
- CAD – Canadian Dollar
- CHF – Swiss Franc
- CZK – Czech Republic Koruna
- DKK – Danish Krone
- EUR – Euro
- GBP – British Pound Sterling
- HKD – Hong Kong Dollar
- HUF – Hungarian Forint
- KRW – South Korean Won
- NOK – Norwegian Krone
- NZD – New Zealand Dollar
- PLN – Polish Zloty
- RMB – Chinese Yuan (Renminbi)
- SEK – Swedish Krona
- USD – US Dollar
- ZAR – South African Rand
Even if your currency isn’t included in this list, you can probably still save money by using bitcoin (see below).
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, or you can contact us to ask for a private payment address if you prefer (use this PGP key for extra privacy).
Because bitcoin is still relatively new, we’ve provided more information below for customers who are interested:
Bitcoin is money designed for the internet. Bitcoin’s major innovation is a practical and novel solution to a difficult math problem, called the Byzantine Generals’ Problem.
Because of this new solution, people all over the world can reach a reliable consensus – in other words they can agree – about important information (like the transfer of money) without having to rely on a trusted intermediary (like a bank).
This is the first time in history that this has been possible and it means that money can be transferred safely between any two people in the world, without requiring a middle man.
Bitcoin runs on open source software, on thousands of independent computers around the world (including ours). Together these computers form a trustworthy global payment network. Anyone can download and review the computer code that makes bitcoin work and ensure that it does what it says it does.
This means that no one person or company controls the Bitcoin system – it’s a world wide network made by people working together, much like the internet.
If you want to learn more about what bitcoin is, we recommend starting at weusecoins.com. If you’d like to try it out with a small order from us, we recommend Circle or Coinbase as a good way to exchange a small amount of your local currency for bitcoin (we use Coinbase ourselves to provide bitcoin exchange rate and payment verification services).
Why is bitcoin better for online shopping?
The answer to this question is a little technical, but we’ll try to explain it clearly and succinctly. This is a very short crash course on payment methods and you should visit the links above if you want more details.
When the internet and the web browser were first invented, programmers wanted to include a native payment system which would make online shopping easy and secure, but the technology wasn’t good enough yet.
Because of that, a payment system wasn’t included in the design and everyone had to make do with older technologies (like credit cards) which were never designed for the internet.
How credit cards work
When you pay using a credit card, you have to type the number on your card (which is actually a kind of password for spending your money) into a webpage and share it with the website that you want to do business with. This ‘money password’ lets people who know it contact your bank to get money from you.
Most responsible stores, like Go Game Guru, use a strongly encrypted connection to talk to your web browser and destroy their copy of your credit card number (your money password) as soon as your payment has been verified. By default, we always destroy our copy of a credit card immediately after receiving a payment.
An encrypted connection means that it’s very hard for other people to spy on (or tap) your connection to the store. Throwing away (destroying) their copy of your credit card number is a responsible thing for the store to do, because it means that even if their website is hacked later on, they don’t have a copy of your credit card number for the hacker to steal. This is what we do, but unfortunately not all stores are so careful.
This system is workable enough to get by when everyone knows what they’re doing and does their best, but it requires that you trust the store to not only send the products you ordered, but also manage your confidential data (credit card number) responsibly and not charge you later for things you don’t want.
The problem is that credit cards were designed before we started trying to buy and sell things on the internet. When a payment system is designed specifically for use on the internet, it ends up looking a lot more like the Bitcoin network.
How bitcoin works
Paying with bitcoin, on the other hand, is more like sending an email. The store will tell you how much you need to pay for your order and give you a digital address to send your payment to. Using bitcoin ‘wallet’ software (like an app, for example) you can quickly and easily send your payment to the address without manually typing in long numbers or sharing your private and sensitive information. Sending and receiving a payment typically takes seconds.
When you pay with bitcoin there’s still a money password (called a private key) which you need to keep secret, but instead of sending your password to other people when you make payments you use advanced mathematics to transform it into a unique digital signature for your payment.
It’s possible for people to look at your digital signature and verify that your payment is legitimate, but there’s no way to reverse engineer your signature to find your password and your signature is only valid for the exact amount of money you specify.
If someone tries to change the amount of money in your message, or tries to get more money later on, or change the person you’re sending it to, your signature won’t validate anymore, and the money won’t be sent. This is a very big difference to how credit cards work.
In practice, most of this wizardry is handled behind the scenes, by the software that you choose for your bitcoin wallet. The software is designed to make it easy for you to digitally sign and send payments, and keep your passwords secret. There are a number of powerful techniques for increasing the security of a bitcoin wallet, but we won’t go into them right now because this crash course is already getting longer than planned.
You don’t need to know how all of this works to use bitcoin, just like you don’t need to know how your car or your web browser works to use them (but you can choose to learn how they work if you’re interested).
Why your credit card costs you more than you think
Some people think that when a credit card number is stolen it doesn’t really matter, because the bank (or credit card company, but they’re closely related and bank is much shorter to read) usually gives people their money back. The bank does give people their money back most of the time, but the bank doesn’t want to lose money either. So the bank bullies small businesses like us into giving the money back (if we don’t they’ll close down our account and put us out of business).
Because banks really like to make money, and mostly because they can, they also take an additional $25 (on top of the original refund) from our account any time someone uses a stolen credit card on our site. However, credit card numbers are too easy to steal and many times there’s no practical way to tell whether a credit card is stolen until later on. The banks try to detect whether a credit card transaction is legitimate, and if there’s a problem they will block the transaction (of course).
So the fraudulent payments that are approved by the bank for orders at our store are by definition payments that the bank thought were legitimate. They would have blocked them otherwise. But when they find out later that the credit card was stolen, they blame us, take the original payment out of our account and take an extra $25 (you know, just because).
We practically never get the original products back, by the way, and even if we do it’s only after spending months filling out paperwork and talking to the police, so there’s still a cost attached. So businesses are left having to cover the cost of the stolen goods, plus shipping, plus the $25 ‘bank tax’.
What all of the above means is that retail businesses are paying for the failings of the banks and the credit card system. And the banks have little incentive to fix their broken system because they can pass the cost on to someone else.
But who ultimately pays that cost? Well, actually, you do. Because all businesses that accept credit card payments have to increase their prices across the board to pay for credit card fraud and stay in business. That means that you’re paying slightly more than you have to, at practically every store you shop at, all the time.
It’s a hidden credit card tax which funnels money out of your pocket, into the hands of criminals and fraudsters. And the banks aren’t in a hurry to fix things because (as usual) they’ve found a way to pass the cost on to you.
Why this means bitcoin is better
Now that bitcoin has been invented, we have a better, faster, more secure way of sending payments over the internet. Like all things, it will take some time for people to get used to it and trust it, and for software to make it user friendly, but paying with bitcoin can be as simple as scanning a barcode with your phone and pressing ‘send’.
You don’t have to share your private credit card number with a store (or anyone else) to make a payment, you can just send the bitcoins to them. Think of it as digital cash.
However, unlike physical cash (e.g. the coins and notes in your pocket), the Bitcoin protocol uses advanced mathematics to ensure that bitcoins can’t be counterfeited and that they can’t be intercepted and stolen when you send them in the digital equivalent of ‘the mail’.
Pay with bitcoin and save 5%
All orders paid in bitcoin receive a 5% discount. This is because bitcoin saves us money on payment processing (normally we have to pay 2.9% to the credit card company) and also reduces the risk of fraudulent orders (e.g. with stolen credit cards, which cost small merchants a lot of money in lost stock).
These savings are compounded because we also pay the factory that makes most of our Go equipment using bitcoin, which is much cheaper than using a bank for international transactions.
Any business or store which accepts credit card payments includes these transaction fees and the costs of credit card fraud in their standard retail prices (they have to so they don’t lose money). However, when you pay with bitcoin you save us money, so we reward you by passing the savings straight back to you. It’s a way for you to opt-out of a credit card system which makes you pay more for everything.
If your native currency is anything other than the USD, ordering with bitcoin will very likely save you an additional 5% or so, because you’ll usually get a more favorable exchange rate than you would from your bank. With net savings of 5-10%, paying with bitcoin can save you a lot of money – especially on higher value orders. You’ll save the most money if you find a local person or business who’ll exchange bitcoin with you for your local currency.
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.
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.
Firstly, we accept bitcoin, which is the most secure way humans have invented so far for sending money over the internet.
For credit card payments, we deal with a reputable and secure credit card processor called Stripe. And we accept PayPal payments, where you can also pay securely using your credit card.
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 and which we don’t recommend you do at any store in general), 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.
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.
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.
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.
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.
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.
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).
How do I search the Go shop for products?
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.
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.
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.
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.
I want to ask about something not on this list.
No problem, you can contact us and ask us anything you want.