Frequently asked questions
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Frequently asked questions
Games Workshop Preorder Requests
How do preorders work?
When you place a preorder request through our store, no payment is taken upfront. Payment will be collected in store on the Saturday of release — if you can come in, pay, and pick up your order. Otherwise an invoices will be issued and the items will be shipped as soon as possible after the invoice has been settled. Please note that preorder requests placed after Tuesday at noon following the Warhammer Community announcement will be processed after the release date, subject to stock availability. For online only items, your order will be placed with Games Workshop on the Saturday of the preorder window and shipped to us by Games Workshop on or after the release date. We'll be in touch as soon as your order arrives and is ready for you.
Shipping & Delivery
How much does shipping cost?
Orders below $100 are charged at a flat rate of $10, between $100 and $150 a flat rate of $7 and we offer free shipping on all orders over $150.
How long does delivery take?
Most orders are dispatched within 1–2 business days. Delivery times vary by location but typically arrive within 3–5 business days. If ordering out of stock items please see FAQ below.
Do you ship internationally?
No - we ship within the continental US only. We do not ship to Alaska, Hawaii or US territories either.
Click & Collect / In-Store Pickup
Can I collect my order in store?
Yes — select click & collect at checkout and your order will be held for you at our Houston location. You'll receive a notification when it's ready to collect. No shipping charge applies to click & collect orders.
How long will my order be held?
As long as you require, you have paid for it. But if it is more than a month with no communication the order will be cancelled and a refund will be isued.
Returns & Exchanges
What is your returns policy?
We accept returns on unopened and undamaged products within 20 days of shipping. Please contact us before returning any item. Please refer to our Terms and Conditions section 8 for further details, here.
What if my order arrives damaged?
If your order arrives damaged or incorrect, contact us within 48 hours of delivery and we'll make it right if possible.
Discounts
Do you offer a discount?
Yes. HW Wargames operates a tiered discount programme for any registered customers, with savings of up to 12% on everything in store and online. Sign up to our mailing list to get access and find out more.
How do I qualify for a higher discount tier?
Discount tiers are based on your order value. The higher the value the bigger the discount. Details are provided when you register — get in touch if you have any questions.
Game Nights & Events
Do you host game nights?
Yes — we run regular game nights at our Houston location. Check our Events page for the current schedule.
Are game nights free to attend?
Yes — all casual games nights are free to attend, however there may be a joining fee for special events such as campaigns and leagues.
Do I need to book in advance?
For casual game nights, walk-ins are welcome. Tournaments and workshops will require advance booking — check the individual event listing for details.
Painting Workshops
Do you run painting workshops?
Yes. We host painting workshops suitable for all skill levels, from complete beginners to experienced hobbyists looking to develop new techniques. Check our Events page for upcoming sessions.
What do I need to bring?
Depends on the Workshop. For beginners nothing — all materials are provided. Just bring yourself and an enthusiasm for the hobby.
What if I have never painted before??
No problem at all we run free beginner painting lessons all day everyday, subject to availability on Saturdays if another event is using the table. No need to book just come down and let us help you. Please call or email if you have any questions or concerns.
Gift Cards
Do you sell gift cards?
Yes. HW Wargames gift cards are available in store and online, and can be redeemed against any purchase. They make an ideal gift for any hobbyist.
Do gift cards expire?
Our gift cards do not expire and can be used across multiple transactions until the balance is used.
Out of Stock Items
What if the item I want is out of stock?
If a product is showing as out of stock that you really want you can still buy it from HW Wargames, we will do my best to source it for you as soon as possible. We can place orders with our suppliers on your behalf and will notify you as soon as stock is confirmed and available. Some lead times may be extended on extremely popular products. We will always be ready to take a call or answer an email if you have any questions or concerns.