Store Hours

Q: Are you open on [X Holiday]?

Yes, we are open! The only day we close is Christmas Day.

 

Q: The Game Hall stays open later than the Store?

Most evenings we host events that run later than our retail side closes!

Customers are not permitted to enter the retail side of the store after retail close. Staff will give everyone in the Game Hall warnings when the store is about to close, so any last minute purchases can be made. After that, only the Game Hall is attended by a staff member until the event ends.

After retail close, only the Game Hall doors are accessible for customers to enter and exit through! (Please don't hop the rope barrier, we promise it isn't just there for decoration.)

 

Q: Do I have to pay to play in the Game Hall?

Use of the Game Hall is free! Seating priority will be given to those playing in paid events, of course, but there's usually room left over for anyone who'd just like to play a game with their friends. Come on in, bring your own games or borrow from our Board Game Library — just be respectful of other players and, of course, remember to clean up after yourself when you're done!

 

 

 

Do you sell…

Q: Video games?

Nope! Google’s algorithm is lying to you and we can’t make it stop - we’re a tabletop games store!

 

Q: Board games?

Yeah! Lots of ‘em!

 

Q: Classic games like Chess, Backgammon, Mancala, Go, etc?

Yes!

 

Q: Wargames? TTRPGs? Hobby supplies?

All of those!

 

Q: Pop Figures or other decorative / collectible figurines?

While we occasionally have a very small selection of decorative figures, we mainly stock playable miniatures for a wide variety of games! You can browse all of our figurines and plush toys here.

 

Q: TCG Singles?

Yes — for Magic: The Gathering and Lorcana, currently!

We do have plans to expand our selection in the future (starting with Pokémon!), but to do that we need more space for all those cards...there's a whole renovation project involved! Keep an eye on our socials, that'll be where we post any exciting news and updates.

 

 

 

Will you buy…

Q: TCG Singles?

Yes — for Magic: The Gathering and Lorcana! You can find our trade in submission page here.

 

Q: Pre-played board games?

Sometimes! The best way to find out if we're interested in your game(s) is to send us an email at info@blackknightgames.ca that includes:

► A list of the games you're looking to sell

► Photos of each game

► Any notes about the condition of the games (damage, missing pieces, etc)

It may take us a few days to respond, so please be patient!

 

Q: Secondhand miniatures, books, video games, and other miscellaneous nerd memorabilia?

Probably not, but keep an eye on our socials for news about the annual BKG Anniversary Auction in July!

Submission rules are posted a few weeks before the event each year, and it's a great chance to sell your items to an appreciative audience or just to join in on the festivities — it's the Black Knight's birthday, so there will also be games and cake!

 

 

 

Preorders

Q: Will you be taking preorders for [X product]?

 

You can check out our featured preorders page to see what's currently available!

 

If you don't see the item you're looking for, the best bet is often to keep an eye on our social media pages — we'll always post updates about the newest preorders when they go live. Or you can sign up for our newsletters and be one of the first to know!

 

 

 

Placing an Order

Q: Can I make a special order for something you don’t normally carry?

 

We can check if any of our suppliers have what you’re looking for in stock! If they do, we can order your items along with our next round of regular stock. This usually happens every week/every couple of weeks for our biggest suppliers, but for smaller or more infrequent suppliers the time can vary by up to a few months. We’ll let you know what kind of timeline to expect when looking into your request.

We do require pre-payment on special orders. Because of this, we won’t take special orders for items that are currently out of stock with our suppliers, because we won’t be able to promise when/if we’ll be able to get them in for you.

 

 

 

 

 

Shipping

Q: Where do you ship to?

We ship to any location within Canada. We do not ship internationally.

 

Q: How long does shipping usually take?

In general, we aim to have online orders scheduled for pickup by our shipping carriers within 1-2 weekdays of the order being placed in our store. Pickup times may be delayed by holidays or other postal service disruptions.

Once the items are picked up, they are subject to the standard delivery times of the carrier. We ship through Canada Post or FedEx.

Sometimes, delays happen! If your shipment seems to be taking an unusually long time, please reach out at info@blackknightgames.ca. If we are experiencing significant delays on our end, for any reason, we do our best to notify customers of what to expect — but it never hurts to check in!

 

Q: “Local Delivery?” “Small Packet?” What do these options mean?

Local Delivery is an option for those who live within a small local radius of our store. A member of our BKG staff will deliver your items to you, which means we don’t have to charge the full cost of postage through major mail carriers.

Small Packet is only for small items (like TCG singles) which can fit in a flat bubble mailer envelope or other small-scale package.

► While this mainly applies to card singles, it also sometimes applies to things like small hobby tools or individual miniatures, depending on the location they’re being shipped to.

If you select the wrong shipping method at checkout, we will contact you about your options before we finish processing your order.

 

Q: Can you send my order via standard lettermail?

If you’re ordering 15 or fewer singles and would prefer to have them shipped by Canada Post lettermail (untracked), send us a message and we’ll see what we can do!

Larger orders of singles exceed Canada Post's lettermail size requirements and will have to be shipped as a small packet.

Lettermail singles orders will be sent in a standard white envelope, with the cards packaged in an interior cardboard envelope to protect them from damage.

 

Q: I want to place an order for shipping, but I'm going to be out of town for a bit — what should I do?

Trying to place an important order but your schedule makes receiving the delivery tricky? Send us an email at info@blackknightgames.ca before you order (or immediately after, if you're a gambler) to explain the timeline and we might be able to pause your shipment until after you get home.

If it's already been picked up by our carriers, you'll have to contact them directly (see the "Resolving Issues With Online Orders" section below).

We can't store an order in our shipping office forever, but nobody wants to miss out on a cool release because they're afraid of porch pirates (or rain), so it never hurts to ask! The earlier the better, though, to make sure we catch your message before the package leaves our building.

 

 

In-Store Return Policy

Not completely satisfied with your purchase? Not to worry — products are eligible for return or exchange if:

1. They were purchased within the last 30 days.

2. They are in their original, unused/unopened condition.*

3. They are accompanied by a receipt, whether physical or digital (including purchase records registered under your store account).

Items that were purchased on our website can be brought to the store for return/exchange; the confirmation email for your online purchase will be accepted as a receipt.

Items that are missing components or defective may be returned after opening the package, as long as they were purchased within the last 30 days and are accompanied by the receipt/purchase record. Exceptions may be made at staff discretion.

Items can be returned in-store for exchange, store credit, or refund to the original method of payment.

*We cannot accept returns on discounted items for final sale.

 

 

 

Online Return Policy

Send us an email at info@blackknightgames.ca that tells us:

1. Your order number.

2. Which item(s) you would like to return.

3. A brief description of why you want to return each item* (ex: no longer need the item, ordered as a gift for someone who already had it, etc).

*If there was a problem with your order (ex: wrong item, arrived damaged, sent to the wrong address, etc), see the "Resolving Issues With Online Orders" section below.

Please include the phrase "return request" somewhere in either the subject line or the body of your email, so that we can find and reply to it as quickly as possible!

► Return requests must be submitted within 30 days of the package being delivered to you.

► Please allow up to 3 business days for us to respond to your return request with instructions. Processing times may be slightly longer during busy holidays or events, though we will always aim to respond within a few days.

► Returns must be shipped to us within 7-10 business days of receiving instructions. Please allow time for the return delivery.

► Customers will be responsible for the cost of return shipments.

Upon our receipt of your items, we will process your return within 24-48 hours. Refunds for voluntarily returned items will be made to the customer's store credit**.

**See the "Resolving Issues With Online Orders" section below for exceptions.

 

 

 

Resolving Issues With Online Orders

Q: What happens if my package is lost, stolen, or damaged?

Please reach out at info@blackknightgames.ca!

In the case of lost or stolen packages, you will most likely need to contact the shipping carrier and submit a support request through them, though we are always happy to help in whatever way we can. You can find the support information for our shipping carriers at these links:

► Canada Post

► FedEx

If your package arrives damaged, please attach photos of the damage to your email when contacting us so we can determine how and when the damage occurred. If there was a packaging error on our end, we will work with you to find a resolution. If the item was damaged in transit, you will need to go through the shipping carrier's support request system, linked above.

 

Q: I received the wrong item, or my order was missing something! What do I do?

If we made a mistake with your order, please let us know ASAP so we can make it right!

Send us a message at info@blackknightgames.ca that includes:

1. Your order number.

2. Details of the mistake.

Missing items will be refunded to the original method of payment.

Mistaken items will be evaluated on a case by case basis to find the fairest possible resolution: in some (but not all) circumstances we may require the incorrect item to be returned before issuing a refund or replacement, though in general we try to provide customers with a few options for how they would like to handle the issue.

 

Q: I received a defective product, or a product that was missing components. What do I do?

Send us a message at info@blackknightgames.ca that includes:

1. Your order number.

2. Which item(s) are defective, and a description of the problem.

Black Knight Games is not responsible for errors made by the product manufacturer. However, we may be able to help you find a solution, whether this means pointing you toward the manufacturer's customer support resources or helping you find replacement parts — we can't guarantee that we'll have the answers, but it doesn't hurt to ask!

 

Q: I submitted an order for shipment to the wrong address, how do I correct it?

Email us at info@blackknightgames.ca ASAP!

If you haven't received a shipping notification from us yet, there's still time to update your address or other relevant information.

If you've already received a notification that your order has shipped, you will need to contact the shipping carrier that has your package. You can find links to the support pages for our carriers above.

 

Q: How do I cancel an order?

If you placed an order online for in-store pickup, you can contact us at any time to request that your order be cancelled and refunded.

If you placed an order for local delivery or shipping, you can contact us any time before your order is shipped to request that it be cancelled and refunded.

► After the order has been shipped, you will need to refer to our Online Return Policy.