Metal Earth 3D Metal Model Kit - Harry Potter Hogwarts Express with Track

Return Policy

We want you to have fun playing, piecing, or crafting together what you ordered.  And although we do our best to ensure your product arrives to you ready to play, sometimes there may be an issue.   If you have an issue with your recent purchase our Customer Service team is here to help.  If you are not satisfied with your order, you may request a return within 30 days of receipt.  Unfortunately, AreYouGame.com is unable to process returns from our retail partners, only purchases made directly through AreYouGame.com. 

Return by Mail

1. Use the original shipping packaging or sturdy corrugated box.
2. Inside the box, enclose the original packing slip and item you wish to return.
3. Carefully re-package the item you wish to return and ship to the following address:

AreYouGame.com
Attn: Returns Department
11201 N Airworld Dr.
Kansas City, MO 64153 

4. On the return shipping label, clearly write your order number.
5. If provided, attach the prepaid return shipping label over the original shipping label on the box.  Remove any additional labels that may be on the box.
6. Drop your package off at the shipping carriers location or closest drop-off box.

Refund Information

Once we have received your return, we’ll issue a refund (within 3 business days) towards the original payment method used on the order for the item that has been returned.

Unopened or Unused

Products that are unopened or unused (and new, re-sellable condition) may be returned within 30 days of receipt for a full refund minus the cost of shipping.  A pre-paid return shipping label will not be provided if the product is no longer wanted or needed.  A pre-paid return shipping label will be provided if the wrong product was received. 

Shipping Damage

Products that have been unopened or unused may be returned within 30 days of receipt for a full refund or replaced if there is damage to the exterior of the item caused by shipping damage.  Please provide documentation (pictures) to our Customer Service team at orders@areyougame.com so that we can process a freight claim on your behalf. 

Our Customer Service team will send a replacement order in lieu of a refund if requested by the customer. 

Used or Open Items

If your product has been used or opened and there is a defect, missing pieces, or damage, please contact our Customer service team at orders@areyougame.com about resolving your issue.

Missing Pieces or Parts

For all University Games, Briarpatch, Front Porch Classics, BePuzzled, U-Create, and Great Explorations, please contact University Games’ Customer Service team for replacement parts at consumer@ugames.com.

For AreYouGame.com branded products, please contact our Customer Service team for replacement pieces at orders@areyougame.com or 866-853-8970.

For all other products, please check the product package to identify the product manufacturer and contact them directly for replacement pieces. 

Exceptions

Products that are beyond the 30 day return window (whether opened or unopened) will not be eligible for return unless deemed acceptable by AreYouGame.com.

Holiday Returns

During the holiday season, we extend our 30-day return policy to cover purchases that may have been purchased as gifts.  Orders placed from November 1^st through December 31^st may be returned until January 31^st. 

Orders + Shipping
How much is shipping?
Shipping is calculated based on the delivery address and your requested delivery method (i.e., USPS Priority Mail and Next-Day Air Saver...).

Do you ship internationally?
We currently only ship within the United States, U.S. Territories, and APO/FPO/DPO, and U.S. PO Boxes.

Do you ship to APO or PO boxes?
We can ship to APO/FPO/DPO and PO Boxes and locations within the United States and U.S. Territories.

Do you offer pick-up?
AreYouGame does not operate a physical storefront and our warehouse is not open to the public, so unfortunately we cannot accommodate any customer pick-ups. But we deliver your favorite games, puzzles, and activities straight to your door.

What are the available shipping methods?
We provide you with the best rate through UPS and USPS and offer:

• UPS Next-Day Air Saver
• USPS Priority

Rates are calculated based on your delivery address and cannot be modified.  

If I choose to ship to multiple locations, will I be charged extra shipping?
Multiple orders with different delivery addresses will need to be placed as separate orders.  Each order will be charged individually for shipping. 

When can I expect my order to ship?
Orders received Monday through Friday before 12:00 pm (CST) will ship the same day. Orders received after 12:01 pm (CST) will ship by the end of the next business day. Orders received after 12:01 pm (CST) on Friday through Sunday will ship by the end of the day on Monday.

Where will my product ship from?
Products ship from our warehouse located at 11201 N Airworld Dr., Kansas City, MO 64153.

How can I track my order?
A tracking number for each order placed will be sent directly to you. Most orders should arrive within 5-7 business days. Orders shipped to AK, HI, U.S. Territories, or APO/FPO/DPO addresses may be subject to additional transit time.  Orders may be subject to additional delays during peak holiday shipping season or due to carrier capacity issues.

What should I do if the tracking number says my package was delivered but I didn’t receive it?
Please first check around the general vicinity of your front door, mailbox, garage, side gate, or yard for your package. Many times mail carriers will hide packages out of plain sight to prevent theft. You might also check with your neighbors to ensure the mail carrier did not leave your package with them. If after checking these areas, you do not find your package, please contact us at orders@areyougame.com.

I would like to place a bulk or corporate order, how do I do this?
Please contact us directly at orders@areyougame.com and we will be happy to assist you with your order.


Returns
What is your return policy?
Products that are unopened or unused (in new, re-sellable condition) may be returned within 30 days of receipt for a full refund minus the cost of shipping.

If your product has been used or opened and there is a defect, missing pieces, or damage, please contact our Customer Service team at orders@areyougame.com about resolving your issue.

Products that are beyond the 30 day return window (whether opened or unopened) will not be eligible for return unless deemed acceptable by AreYouGame.com.

What information is required before starting a return?
Please provide the reason for your return, product name, and order number when requesting a return with our Customer Service team.

I have a missing or defective piece, how can I get a replacement?
AreYouGame.com is an online retailer that offers the largest selection of games, puzzles, and activities. In order to provide this great selection, we sell our own products but also distribute products from other manufacturers.

For all University Games, Briarpatch, Front Porch Classics, BePuzzled, U-Create, and Great Explorations, please contact University Games’ Customer Service team for replacement pieces at consumer@ugames.com.

For AreYouGame.com branded products, please contact AreYouGame.com’s Customer Service Team for replacement pieces at orders@areyougame.com.

For all other products, please check the product package to identify the product manufacturer and contact them directly for replacement pieces.

I opened the item, played it, and didn’t like it. Can I return it?
We strive to provide our customer with the best quality games and if you aren’t satisfied we want to know what we could do to make your experience better. Please contact our Customer Service team at orders@areyougame.com to see how we can improve your gaming experience.

When can I expect my return to be processed?
Return requests will be processed within 48 hours of the request. Once we have received your return request, confirmed all the details, and have received your returned item you will receive a refund within 72 hours. The process time to your original payment method will be dependent on the credit card company.

What is your return policy during the holidays?
During the holiday season, we extend our 30-day return policy to cover purchases that may have been purchased as gifts. Orders placed from November 1st through December 31st may be returned until January 31st.

Will I be charged shipping for my return?
If the product is damaged, defective, or you received the wrong product, AreYouGame.com will provide you with a pre-paid shipping label.

What do I do if I received the wrong product?
If you received the wrong product, please contact our Customer Service team and provide us with your order number, product you did receive, and the product you should have received. We will work with you directly to resolve the issue and get your gaming experience back on the board.

Please check out Return Policy for any additional questions.


Payment
What payment types are accepted?
We accept all major credit cards and PayPal. At this time we are unable to accept checks, e-currency, or any other forms of payment. e-Gift cards purchased through AreYouGame.com can only be used through our website.

When will I be charged for my order?
You will be charged for your order once the item has shipped from our facility.


General
Can I cancel my order before it ships?
Our team is driven to provide our customer with a world-class experience which includes rapid turn-around times for shipping. Order received prior to 12:00 pm (CST) will be shipped the same-day while orders received after 12:01 pm (CST) will ship the following business day. Due to our expedited shipping process, orders cannot be cancelled.

Can I modify my order before it ships?
Our team is driven to provide our customer with a world-class experience which includes rapid turn-around times for shipping. Order received prior to 12:00 pm (CST) will be shipped the same-day while orders received after 12:01 pm (CST) will ship the following business day. Due to our expedited shipping process, orders cannot be modified.

Can I order an item that is sold out?
At this time we are not accepting pre-orders for items that are sold out. To make sure you stay up-to-date on all our new games and restocked items, subscribe to our newsletter for latest information.

What are your standard customer service hours?
Our Customer Service team is available Monday – Friday, 8:00 am – 5:00 pm (CST). If we missed you, you can email us at orders@areyougame.com and we will follow-up with you the next business day.

Is a Customer Service Representative available during the holidays?
Our offices are closed Saturday - Sunday and for all major US holidays including, but not limited to: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day, and New Year's Eve.  If we missed you, you can email us at orders@areyougame.com and we will follow-up with you the next business day.

What should I do if I purchased my item through a different retailer but there is an issue with the product?
If you purchased an AreYouGame.com product through one of our retail partners, please contact the retailer on processing a return or issuing a refund. We are unable to process returns or refunds on their behalf.

I’m missing the instructions from my game, puzzle, or activity. Where can I find the instructions?
AreYouGame.com is an online retailer that offers the largest selection of games, puzzles, and activities. In order to provide this great selection, we sell our own products but also distribute products from other manufacturers.

For all University Games, Briarpatch, Front Porch Classics, BePuzzled, U-Create, and Great Explorations, please contact University Games’ Customer Service team for instructions at consumer@ugames.com or visit their instructions page.

For AreYouGame.com branded products, please contact AreYouGame.com’s Customer Service Team for instructions at orders@areyougame.com.

For all other products, please check the product package to identify the product manufacturer and contact them directly for instructions.

How do promotional codes work?
Promotional codes are required at the time of checkout. Offers cannot be applied to previously placed orders. Out of stock items are not eligible. Offers are valid online at www.areyougame.com on orders shipping to U.S. addresses only. Offers do not include the purchase of AreYouGame Gift Cards, sales tax, shipping and handling, or items that are not in stock at the time of purchase. Ongoing offers are subject to change without notice. Only authorized orders will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of offers and to modify or cancel this promotion at any time. Other restrictions may apply.