Shop FAQ

Yes, we are open for business and processing orders as normal. We appreciate your direct support during this challenging time! Please note, we may need some extra time to ship certain orders. Also, be aware that Canada Post has imposed service restrictions to certain countries. They also have suspended all “on time” guarantees, so your package may be delayed. UPS is operating normally, though again, there may be some delays as a package moves through the UPS network.

USA (Lower 48 states):
We typically use UPS or Canada Post/USPS to ship parcels to customers in the lower 48 states of the USA.

Alaska / Hawaii:
We use Canada Post/USPS to ship to customers in Alaska and Hawaii.

Canada:
We use Canada Post, Canpar, Purolator or UPS to ship to customers based in Canada.

PO Boxes (Canada or USA):
We use Canada Post/USPS to ship to US PO Boxes. We use Canada Post to ship to Canadian PO Boxes.

Mexico
We use Canada Post to ship to Mexico.

International:
We use Canada Post to ship parcels internationally outside of North America.

For more affordable shipping to international destinations outside of North America, please choose the Canada Post International Parcel Surface service (trackable) or, if available, Small Packet International Air.

UPS, Purolator and Canpar always includes a tracking number with the shipment. Some of Canada Post’s services do not, including the Small Packet Air and Lettermail services.

We will email you when your order has been shipped. If your shipment has a tracking number, it will be included in the email. You can also find your tracking number on the Orders page once your order has shipped.

Yes, however, you MUST choose one of the Canada Post rates (if available) when checking out. UPS will not ship to PO boxes in either the US or Canada.

As we ship from Canada, we are not permitted to ship to these addresses.

Generally within 72 hours of an order being placed during our regular business hours (Monday to Friday, 11am-6pm Eastern standard time).

If we are exhibiting and or attending a major convention (Dice Tower Con, Origins, Gen Con, PAX Unplugged etc), orders can take extra days to process. 

We observe the following Canadian civic and statutory holidays:

  • New Year’s Eve
  • New Year’s Day
  • Family Day (third Monday in February)
  • Good Friday (Friday before Easter Sunday)
  • Easter Monday
  • Victoria Day (Monday before May 25th)
  • Canada Day (July 1st)
  • August Civic Holiday (first Monday in August)
  • Labour Day (first Monday in September)
  • Canadian Thanksgiving Day (second Monday in October)
  • US Thanksgiving

Our office is closed through the week of Christmas including Christmas Eve, Christmas Day, and Boxing Day.

Orders are not processed or shipped during these holidays.

From our warehouse located in Hamilton, Ontario, Canada.

We cannot do anything until the package has arrived somewhere, either being delivered or returned to us. Then an investigation can be initiated. For international shipments (including those to the US), a package that has not moved is most likely stuck awaiting customs release.

International surface packages can take one to two months for delivery, so are most likely sitting on a container ship.

At this time, we support:

  • Payment via Paypal Checkout using your Paypal Account or Credit Card (instant payment methods only).
  • Payment via Stripe using your Credit Card.

If you need assistance, please send us a message using this contact form (click here).

In order to complete a payment, Paypal requires the residents of some select countries to create a Paypal account. While there are likely varying reasons for this, we believe Paypal has to adhere to certain government regulations regarding electronic money transfers. This often includes collecting additional personal information from the buyer, and as such, they may want to collect this information as part of a personal account.

At this time we do not believe Paypal has any official public documentation on the matter.

From our own internal testing in April 2019, we have determined that customers in the following countries are required to make a Paypal account:

Argentina, Austria, Belgium, Brazil, Colombia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Japan, Luxembourg, Malaysia, Netherlands, Norway, Portugal, Romania, Saudi Arabia, Slovakia, Spain, and Switzerland.

This is not an exhaustive list. You may still need to create a Paypal account even if your country is not listed. These restrictions are subject to change at Paypal’s discretion.

Your submitted order(s) can be viewed by visiting the Orders page. Just click here.

if there is not already an account associated with your email address, an account will be created for you when you place an order.

We recently migrated to a new platform for our online store. Due to incompatibility issues, we did not migrate existing accounts and orders to our new store.

If you need information regarding your previous order(s) (before April 3rd 2020), please refer to the emails that were sent to you when you placed your order(s). Alternatively, you can contact us by submitting a form here.

On the “My Account” page, select the “Edit Password” tab, or click here.

If you can’t remember your current password, logout of your account. On the login page, click on the “Lost your password?” link to reset your password.

Don’t panic – packing mistakes happen, though we do our best to minimize them. Please contact us here to report the issue and we will ship you the missing item.

Don’t worry, we will send you replacement parts. Please complete this online form.

We maintain the official Catacombs product FAQ on our website here.

Catacombs & Castles is unavailable at this time pending a reprint.

Keystones & Keep is unavailable at this time pending a reprint.

All of this content is available in the Siege Defender expansion.

The Resurrection Packs constitute the “stretch goal” / “backer exclusive” material from the first Catacombs Third Edition Kickstarter campaign. This material was packaged differently (described below) and was brought back into print for the Catacombs & Castles Kickstarter campaign by popular demand.

Resurrection Pack 1 contains the two optional add-ons from the first campaign: Chicks in a Catacomb (the all female hero team plus extra content) and the Zombie Horde (the purple zombie monster family).

Resurrection Pack 2 contains the stretch goals from that original campaign that were packed in a box called “Crypt of Shaurath”. This content includes new heroes, new Catacombs Lords (including the Behemoth as seen on Shut Up & Sit Down), the Vampire Guard monster, the “Shaurath” special room card plus more. This pack also includes the Vampire Noble hero and Vermin blade item.

Resurrection Pack 3 is the extra Catacombs 3E game board that was originally included inside of the Crypt of Shaurath box. On the one side of the game board is the “Ice Cavern” and on the other, the “Quartz Grotto”.

Both the Teleport ability promo card and Shadowlithe Fist ability promo card are included with the Wyverns of Wylemuir expansion.

The variant of the Gelatinous Cube monster card and the Venomous Spider monster card are included with orders from catacombs.shop.