Customer support

You can contact our Customer Support Team via email or phone. Our staff can be reached via:

email : info@centlusboardgame.com
phone : +6016-9643652
Facebook : www.facebook.com/CentlusBoardGame
Instagram : www.instagram.com/centlusboardgame

Customer Support strives to answer all inquiries as quickly as possible. We answer all emails in the order in which they are received. We attempt to answer all emails within one business day.

Ordering

If you want to place an order on our website we require an email address to be associated with the order. This email address will also be your user id so you can log in and change your personal information. We will use this email address to send order confirmations and shipping notices as well.

International Orders are possible upon request. Please reach out to us via the above information. Payment can be done via Major Credit Card providers by FPX / Paypal / Wise. We generally support up to DAP (Delivery At Place), Taxes and customs fees are not included in the international shipping cost. You will need to check with your local authorities to determine what those charges might be. We have no information on if or how much you’ll need to pay.

Inventory Statuses

In Stock – Items are in our warehouse. Domestic shipping schedule is expected.

Available on backorder – Items will need to ship from overseas to our warehouse. Shipment will take from 1.5 months up to 3 months if there’s a delay. Please bear with us.

Orders placed are deemed their inventory statuses understood by buyer. Shall information mismatch happens, Centlus BGE shall communicate to resolve this. Offering faster processing if it’s actually in stock; extended expected delivery if it’s on back order; Cancellation / Refund if it’s no longer in print / available in the market.

Order Statuses

Pending Payment – Order is placed and the payment has yet to be received. Once payment is cleared it will likely move to “On Hold” / “Processing”.

On Hold – Order has been received and your items reserved, however, processing will not occur until a later time. This delay in processing could be because your order has an item that is on preorder. If your order contains one or more preorders your order will be processed and shipped once all preorder item(s) have released.

Please note: From this stage on, we can no longer make adjustments to your order.

Processing – Order is actively being worked on by a Centlus BGE employee. It will remain in this status until it’s shipped to you.

Completed – Our shipping partner claims that the order has been delivered. Orders delivered will be changed to this status usually within the same weekend of the delivery date.

Cancelled – Due to reasons allowing order received, but cancellation before payment, only of which orders will move into this status.

Refunded – Due to reasons allowing order received, but refunds after payment, only of which orders will move into this status. Likely due to Out of Print.

Failed – Order is placed and the payment has failed, likely due to technical reasons. Do contact us to initiate payment again.

Out of Stock

If an item is out of stock on your order, we will refund your account for the item and ship the rest of the order. There are exceptions when we know an item will be restocked shortly, in which case we will hold the order and ship it in its entirety

Payment, Pricing & Promotions

All pricing is listed in Ringgit Malaysia.

Our website accepts all major credit cards as acceptable methods of payment. You may pay using Bank Transfer as well, but the items will not ship until payment has cleared. Orders not paid within 7 business days will be cancelled.

Sometimes we will temporarily discount a product’s price or run promotions on certain product lines. These changes are time-sensitive and Centlus BGE reserves the right to end a promotion at any time. Orders placed before a sale begins or after the expiration will not be eligible for the promotional rate.

VPs can be used to perform discounts up to 25% per product’s value.

Centlus BGE reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after an order confirmation has been received. In the case of a pricing error, Centlus BGE will contact you via email or phone regarding the error and will process a full refund for the order.

Preorders

Many times we offer products for sale before they are released by the manufacturer. If you purchase one of these items, payment is required at the time the order is placed. If there are other items on the order, we will not ship the entire order until the preorder product comes out. If an item says preorder in the title, it means the item is not yet available and we are taking advance orders. The quantity available and ‘In Stock’ notation displays the amount we have left based on our current order with the supplier unless stated otherwise.

All preorders must ship out in one shipment and existing preorders cannot be split into separate orders.

Kickstarter Preorders

Kickstarter’s Estimate Time of Arrival is as it stated, It will only will be an estimation, the actual date of delivery relies heavily on the publisher releasing the game to us.

Kickstarter Projects are non-refundable, Once you had paid your deposit or the full payment.

Returns for Replacements

All returns for replacements require approval. Please email info@centlusboardgame.com for approval before sending back merchandise.

Centlus BGE will accept returns for replacements on all unopened products within 1 week of delivery. Centlus BGE does not cover shipping costs on returns. All returns are subject to a 15% restocking fee. The restocking fee is waived if store credit is elected as the refund method.

If a sealed product contains missing or damaged parts, you will have to contact the manufacturer to correct the problem. If you need help finding the contact information for the manufacturer, you may call or email Centlus BGE and we will be happy to assist you.

Shipping & Delivery

Transit Companies

We ship out all of our orders via Easy Parcel Services (Nationwide) / Lalamove (Within Klang Valley only).

Transit Times

Orders placed will be processed by our Centlus BGE employee within 3 working days. We reserve the right to request signature delivery on any order. Our warehouse is located in Klang, Selangor and transit time varies based on destination. Orders going out can take up to three to five business days (West Malaysia) five to ten business days (East Malaysia) to arrive depending on the location of delivery

Tracking Information

A shipping confirmation will be sent to customers at the end of each business day. The tracking number associated with the order will be attached to the order within 24 hours from time of shipment. Only orders for customers that have a registered account with us are able to view their tracking number from the customer account page.

Free Shipping Policy

Orders over RM80.00 qualify for our free shipping discount (Malaysian Receiving Addresses only). Foreign Orders will be charged shipping, contact for estimation is required.

General Terms & Condition

• This is the Website TERMS AND CONDITIONS for www.centlusboardgame.com

• These terms and conditions govern your use of our website. Please read the terms in full before you use this Website. If you do not accept these terms, please do not use this Website. Using the Website implies that you accept these terms. We do occasionally update these terms so please refer back to them in the future.

1.SITE ACCESS

1.1 You will be able to access the majority of this Website without having to register any details with us. However, particular areas of this Website such as the Customer Account area will only be accessible only if you have registered.

2. USE OF WEBSITE

2.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.

2.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.

2.3 Subject to paragraph 2.1, no part of this Website may be reproduced without our prior written permission.

3. SITE UPTIME

3.1 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.

3.2 This Website may be temporarily unavailable due to issues such as system failure, maintenance or repair or for reasons beyond our control. Where possible we will try to give our visitors advance warning of maintenance issues but shall not be obliged to do so.

4. VISITOR CONDUCT

4.1 With the exception of personally identifiable information, the use of which is covered under our Privacy Policy, any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.

4.2 When using this website you shall not post or send to or from this Website any material:

(a) for which you have not obtained all necessary consents;

(b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in Malaysia;

(c) which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.

4.3 We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of Paragraph 4.2.

5. LINKS TO AND FROM OTHER WEBSITES

5.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content. We do not endorse the third party websites or make representations about them or any material contained in them. If you choose to access a third party website linked to from this Website, it is at your own risk.

5.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website, and subject to the following conditions:

(a) you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us;

(b) you do not misrepresent your relationship with us or present any false information about us;

(c) you do not link from a website that is not owned by you; and

(d) your website does not contain content that is offensive, controversial, infringes any intellectual property rights or other rights of any other person or does not comply in any way with the law in Malaysia.

5.3 If you choose to link to our website in breach of Paragraph 5.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.

6. TRADEMARK AND COPYRIGHT DISCLAIMER

Trademarked company and game names appear throughout this web site. Rather than list the company names and entities that own the marks and/or insert a trademark symbol with each mention of each name, Centlus Board Game (CENTLUS BOARD GAME ENTERPRISE) states that the use of these names is for editorial purposes only and to the benefit of the trademark owner with no intention of infringing upon their mark. In addition, Centlus Board Game (CENTLUS BOARD GAME ENTERPRISE) states that it has no copyright claim over the companies’ materials and such materials are used for marketing purposes only. Users of this web site should contact the trademark or copyright owner directly to obtain additional information regarding trademark and copyright issues.

7. DISCLAIMER

7.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. We may make changes to the material on this Website at any time and without notice. The material on this Website may be out of date, or on rare occasions incorrect and we make no commitment to ensure that such material is correct or up to date.

7.2 The material at this Website is provided without any conditions or warranties of any kind. To the maximum extent permitted by law, we provide access and use of this website on the basis that we exclude all representations, warranties and conditions which but for these Terms may have effect in relation to this Website.

8. EXCLUSION OF LIABILITY

8.1 Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss, and whether in tort or contract or otherwise in connection with this Website.

8.2 Nothing in these Terms shall exclude or limit liability for (i) death or personal injury caused by negligence (as defined by the Unfair Contract Terms Act 1977); (ii) fraud; (iii) misrepresentation as to a fundamental matter; or (iv) any liability which cannot be excluded or limited under the law of Malaysia.

9. GOVERNING JURISDICTION

This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of Malaysia.