Store Policies

This section details the Heavy Support Games store policies. The bottom line is that we will treat you right, offer you the best possible price, keep your information safe and get you your hobby goodies, usually in under two weeks. Pre-orders ship before the release date so get them in as early as possible! Remember, if you have any questions or concerns, please don't hesitate to call us at 1-647-343-5436 or email us at sales@heavysupport.com.

Order and Service Policy
Our goal at Heavy Support Games is to provide Canadians with the best prices on the widest selection of hobby games. When you place an order on our order page, we send you an invoice as soon as possible, usually within an hour during our posted business hours. We accept all major credit cards and PayPal. Once the invoice has been paid we begin the process of collecting your order.

We list an enormous catalog of over 14,000 products ordered from dozens of manufacturers and distributors. As such, we do not carry every listed product in our retail store inventory, but instead order many of these products in as needed.

In stock orders ship out within 2 business days, however most orders ship out in about a week if part of the order has to be ordered in. You can select when you place your order whether you would like to hold your order for back orders and how long you would be willing to wait to make sure your order is complete. Pre-orders for upcoming products will delay an order until those products are in our warehouse (usually a couple of days before the release).

We will contact you as soon as your order ships with your tracking information. Shipping times are 1-5 business days in most situation so most orders are received in under two weeks.

Privacy and Security Policy
Here at Heavy Support Games, the safety of your personal data is of our utmost concern. When you place an order using our order form, your order data is encrypted using 128bit SSL. When you receive your invoice via e-mail and follow the payment link, you are directed to PayPal's secure payment portal. At no point is your credit card data saved on our system or at any risk. Shop with peace of mind at Heavy Support Games!

Shipping Policy
At this time Heavy Support Games ships to Canada and the United States (excluding Alaska and Hawaii) only.

We currently offer the following shipping rates:
Flat-rate shipping to Canada is only $7.95 per order.
Flat-rate shipping to the USA is only $19.95 per order.
Free shipping is available to Canadian orders over $150.00!
In-store pickup of your order never has any shipping charges.

Some items have additional shipping charges due to excessive size or weight and most of these items are marked on our catalog. The shipping charge will be applied in addition to your order's free or flat rate shipping value on your invoice. Customers in the Yukon, NWT or Nunavut please contact us for shipping rates on your order as some restrictions may apply.

All orders are shipped by Canada Post Expedited Parcel, which includes insurance and a tracking number. We will e-mail you your tracking number once the parcel has been shipped.

Please note that Heavy Support Games reserves the right to cancel any order due to stock availability or information errors.

Returns and Damage Policy
If you have received product that has been damaged in transit, don't worry! We will replace any damaged product as your order has been insured. We just require a picture of the damage/packaging and we will send out a replacement ASAP.

If your order is missing an item, please let us know and we will see what happened and send out the missing item at no charge.

If a sealed product item in your order is missing a part (component, etc.) please contact the manufacturer directly for customer service as most manufacturers require the customer to work with them directly and not with the retailer.

If you would like to return all or part of your order, contact us and we will give you a return RMA number. You can then send back the product back to us with that number written on the side of the box (remember to insure the return parcel!). Once the order is received we will refund your purchase price. All returns are subject to a 20% restocking fee.

Price Policy
Heavy Support Games will beat the shipped price (competitor's price including shipping and handling) of any store in Canada by 5% of the difference (no eBay stores). Just send us an e-mail at sales@heavysupport.com with the competitor's quote including all items, item numbers and shipping costs and we will beat it.

We collect HST from Ontario customers, HST from applicable provinces, and GST from all other Canadian provinces. Customers are responsible for any applicable duties or taxes.