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.
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. International shipping schedule is expected.
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 10 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 & Replacements
All returns require approval. Please email info@centlusboardgame.com for approval before sending back merchandise.
Centlus BGE will accept returns 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.
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.