Help Page

Categories

• Contact Us
• Orders & Special Orders
• Shipping, Modification, and Cancellation
• Payment
• Future Improvements
• Technical Questions
• Publisher FAQ
• Other Questions

Contact Us

E-mail * Phone * Fax * Mailing Address
Additional Information:
Front Page * Mailing Lists * Forums * Newsgroups * Daily Illuminator * Catalogs * Suggestions

E-mail: Usually, the fastest and surest way to reach us is by e-mail: orders@warehouse23.com. We check e-mail every morning before processing orders and throughout the day. If your question is about an order, including the order number will allow a faster response.

Phone: For customer service questions, or to place orders by phone, please use our toll-free number 1-866-FNORD23 (1-866-366-7323), Monday through Friday, between the hours of 9am and 4pm, Central Time. We are option 2 on the menu.

Fax: Orders can be placed by fax at this number: 512-447-1144. Mark it "ATTN: Warehouse 23". Please use this form.

Mail: Our mailing address is:

For non-postal shipments, our physical address is:

We do not have a storefront, and cannot accept visitors. These addresses are for shipping purposes only.

Front Page: One of the best places to find information on what we're doing is the Warehouse 23 Front Page. There you can find news pieces about new products, services, or functions, and announcements on upcoming closures, promotions, or special events.

Mailing List: Warehouse 23 offers an announcement-only mailing list that is used to inform customers about the various products we carry. Subscribers to this list receive an e-mail approximately once per week (usually sent on Friday afternoons) that lists all the products that have become available for preorder, started shipping, or returned to stock after a long absence. It may also include news posts, special offers, Limited Editions, or new features/services.

To sign up for the mailing list, or for more information about it, you can visit our Mailing List Page.

Forum: The Steve Jackson Games forums include a Warehouse 23 Area, where customers can come to discuss services and options, make suggestions, or otherwise pass non-critical information to the Warehouse 23 staff and customers.

The Warehouse 23 Forum is not an appropriate place to post any message regarding a specific order, or for which you require a direct answer from Warehouse 23 staff.

Daily Illuminator: The Daily Illuminator - a daily news posting by Steve Jackson Games acts as a sort of a blog for the company, posting product information, company milestones and problems, and interesting links. It is not uncommon to find Warehouse 23 information among the other company news.

Catalogs: Occasionally, a manufacturer provides us with a quantity of their catalog to distribute in orders, but we do not produce a printed catalog specifically for Warehouse 23. Print catalogs are very expensive and would be out of date the day they were printed. If you are having trouble finding items on the web site, please e-mail or call us and we will be happy to assist in your search.

Suggestions: We're always interested in hearing what our fans like or dislike about our site, our selection, or our service. Please send general feedback to manager@warehouse23.com. You don't have to be an existing customer to give feedback - in fact, it's just as helpful to know why people aren't buying from us!

For those who love our site, the best gift you can give us is positive word of mouth. By telling your friends and family that we did right by you, you're helping us immensely!

Orders & Special Orders

How To Order * Return Policy * Order Status * Special Orders
Additional Information:
Privacy Policy * Product Availability * Non-Discount Policy * Search Help

How To Order:

1. Select the products you want to order, either through a direct search or by using one of our browse pages.
2. Add the item to your shopping cart. (If your browser doesn't support cookies, you'll need to use the cookieless order form). To increase the quantity of the item ordered, click on the Change Quantities link. To add a different item use your browser's "Back" button to return to the product listings in Warehouse 23 or use the links in the left-hand menu. When you're through shopping, click on the "Check Out" link in the menu to check out.
3. Fill in all the shipping information, then click on "Continue".
4. Select a shipping option, then click on "Continue".
5. Select a payment method and fill in any required billing information, then click "Continue".
6. The details of your order will be posted on the screen for review; you'll also receive an e-mail confirmation with the same information. If all items remain in stock, your order will ship within three business days. If you do not receive the confirmation email within 48 hours (check your spam folder!), please contact orders@warehouse23.com so we can track down the problem.

Below your billing information, there is an optional text field labeled "Please enter any shipping instructions or other information about your order below:". This is the appropriate place for any special requests regarding packing or delivery.

Please be aware that we do not offer signature required options, nor can we force your FedEx driver or postman to follow the instructions. We will make certain that any feasible request is listed on the package. For example: "Please leave package on front porch" or "Please do/do not require a signature."

FedEx drivers are not legally able to leave packages in your mailbox. Please don't request this.

This is also the place to make special requests of the Warehouse 23 staff. Again, some requests are infeasible, but we'll help where we can. For example: "Please cancel entire order if Product X is unavailable."

Please don't ask us to hold orders until a certain date, since we can not do this. We ask that you not place the order unless you are ready for us to ship it.

Our customers are always free to e-mail us with their suggestions, but we also provide an optional field during checkout for this purpose.

Once each week all of these suggestions are compiled and sent to the Warehouse 23 staff for consideration. Please do not include information regarding your order in this field, as it is invisible to us until then. If you need to include information regarding your specific order, please use the special instructions field.

Note that shopping carts exist for 48 hours. If you return tomorrow and still have items in your cart, you can empty your cart with the "Empty Cart" link.

You may also use our text-only order form if you plan to fax or mail your order.

You will receive automatic confirmation of your order via e-mail. There is no need to call us and reconfirm it. If you want to change or cancel your order, just reply to the confirmation e-mail and we'll take care of it.

We do log your IP address when you place an order. This is to protect us in the event of fraudulent transactions. We WILL report all info on fraudulent transactions to the appropriate authorities. Please see our Privacy Policy for more details.

We reserve the right to change our listed prices at any time, but will never alter the price of any item on your order.

Our check-out process does use JavaScript, which some browsers handle differently. If you find that you are experiencing difficulties with our cart, please try the non-JavaScript checkout process:

1. Fill the cart normally.
2. Go to the cart page.
3. Just below the "Check Out" link, there is a line of text that reads: "Our checkout process uses JavaScript. For a slower version with no JavaScript, click here."
4. That link will take you to the non-JavaScript checkout process, and you should not encounter any further difficulties.

Return Policy: Beginning on October 17, 2007, Warehouse 23 will be offering an expanded return policy. Our goal is to help our customers be more confident of their purchasing decisions. If you have any questions or concerns regarding this policy, please contact manager@warehouse23.com.

1. We cannot refund shipping on any order that was shipped in good faith.
2. All returns must be approved in advance by a member of the Warehouse 23 staff. These may be approved by phone, e-mail, or mail. Upon approval, W23 staff will provide you with an RMA number. Items without an RMA number will be dealt with on a case-by-case basis.
3. Opened items are not eligible for return, except in the case of damage or defect, and then only with prior approval.
4. Returns will be accepted within 2 weeks of package arrival. While extended returns may be accepted, they must be considered on a case-by-case basis, and approved by W23 staff.
5. All returns must include an order number. If this has been lost, e-mail orders@sjgames.com before mailing and we can look it up on your behalf.

If you are uncertain if your situation falls under this policy, e-mail us the details, and we will consider your situation.

If you receive a defective or damaged product, contact us at orders@warehouse23.com.

Order Status: Once an order is placed, you can check on its status (pending, shipped, or canceled) at any time by visiting the Order Status Page and entering the order ID (the 13-digit number shown at the end of the order process and on the e-mail receipt). The page will show the date the order was placed, the contents and status of the order and, if the order has shipped, the shipping date and method. No personal information (name, phone, address, payment method, etc.) is shown as a security precaution.

If the order was shipped via a trackable method (any FedEx option except Standard International Mail), there will also be a button that will display the tracking status of the order. This information is not available until the morning after the order is shipped.

If you need to cancel your order, remove an item from it, or have questions the status page does not answer, feel free to contact us directly.

Special Orders: We are happy to special order items for customers. We can't guarantee the availability of any specific item, but we'll certainly look into it. Send an e-mail to orders@warehouse23.com with as much information about the item (publisher, title, price) as possible.

Additionally, Warehouse 23 has an Upon Request product status which denotes items that we do not keep on hand, but believe we can get promptly if they are ordered. These items may be ordered as any other item would be, but the entire order will be held until we either receive the item or determine that we are unable to obtain it.

Privacy Policy: As a department of Steve Jackson Games, Warehouse 23 adheres to their privacy policy:

SJ Games Privacy Policy

Warehouse 23 (W23); JTAS (Zines); SJ Games Auction (Auction); e23 (e23); Web Forums (Forums)

During the course of a transaction with SJ Games, you may be asked to submit several pieces of personal information, including full name, address, phone number, e-mail address, and credit card number and expiration date. We would like to reassure our customers that:

• This information is solicited solely for the purposes of facilitating and communicating with you about that specific transaction.
  • W23, e23, Auction: the transaction is a single order
  • Zines: the transaction is the duration of the subscription.
  • Forums: the transaction limitation does not apply, but the information will be used only in regards to the webforums.
• We use an automated, "blind" credit card processing system; we do not ever see your full credit card number or the expiration date.
  • Auction: credit card payment requires manual entry; we encourage auction customers to use PayPal.
• We do not compile shipping, billing, or e-mail addresses or use such information for marketing mailings. Our e-mail newsletters are by registration only; you must go to the signup page and manually enter your information.
  • e23: e-mail addresses (along with first and last name) are kept on file in order to notify customers when updated versions of purchased products become available.
• We do not provide information about our customers to other companies or persons. Our mailing lists have hidden subscriber lists, visible only to the list administrator.
  • W23, e23: information submitted on the PayPal site is subject to their privacy policy, not ours.
  • Auction: information submitted on the eBay and PayPal sites is subject to their privacy policy, not ours.
  • Zines: this does not cover information voluntarily submitted or displayed on the message boards.
  • Forums: this does not cover information voluntarily posted.

Last updated 07/22/2004

We, too, are the victims of the current deluge of spam, spyware, and other forms of unscrupulous marketing and would never knowingly contribute to the problem. If you have questions or concerns not addressed here, please feel free to contact us.

Product Availability: The availability of each item is listed on its order page (just below the title), or beside the title on search results. Complete definitions of all stock statuses can be found here.

Stock statuses are updated every business day, as each product is pulled from the shelf. Because of this, it is possible to order an item that has already sold. We are working toward an automated inventory which will correct this issue, but it is likely to be some time before it can be implemented. We currently pull all available items for an order on the following business day. To determine which products might be holding up your order, please contact customer service

Additional Notes:

Preorders: Publishers usually list a product as "shipping" once they have begun shipping it to distributors (a process known as "pre-ship"). Warehouse 23 does not receive product from our mail-order fulfillment partners until the pre-ship is completed, a process that can take 3-5 business days, and does not receive standard product until it has reached the distributor and been forwarded on to the retailers, a process that can take 1-2 weeks.

Warehouse 23 has two preorder statuses: "Preorder" and "At the Printer."

Items which are listed as "Preorder" are usually offered for preorder as soon as we hear about them. These items frequently have release dates that are many months in the future. Any information listed on a preorder item is subject to change without notice, even the release date. We will make an effort to notify customers of extreme changes to price or content. Updated release dates will be placed on our website when available.

Because of the long delays before the product is released, we cannot accept checks for items which are on preorder. Credit cards will not be charged until the day the order is processed, but we can allow you to update your credit card information at any point. Please include your order number, and we will e-mail you a link. PayPal payments will be accepted immediately, but are fully refundable until the order has shipped.

We will never increase the price of an item you have ordered. If you order a product and its price is raised we will either allow you to keep the lower price, or notify you that your order has been canceled/the item has been removed. The amount you are paying will never increase without your agreement. Items which are canceled by the manufacturer, delayed indefinitely, or otherwise become unavailable will be removed from your order.

Items which were previously listed as "Preorder" will be moved to "At the Printer" when we have a more accurate idea of when they will arrive. At any time you can check the status of your order using the Order Status. Until the product ships, you can cancel by sending your order number to customer service.

Split Orders: Warehouse 23 does not split orders. If any item on your order is not available, the entire order will be held until we either obtain the item or discover that the item is out-of-print. If you do not want to wait for the rest of your order, you can contact us with your order number to have the item removed.

If we discover that the item is out-of-print, we will remove it from your order and notify you of the revised total by e-mail.

Stock statuses are updated every business day (Monday through Friday). To find out if your order has been delayed, please visit the Order Status Page.

Non-Discount Policy: Warehouse 23 has a strict no-discounting policy, especially in regards to products from our mail-order partners (Steve Jackson Games, Atlas Games, Dork Storm Press, The CaBil, Grey Ghost Press, Issaries, Queen of Wands, and Ninja Burger). That means that we charge full MSRP (manufacturer's suggested retail price) except for items on clearance and special offers (such as preorders or special orders).

Charging full price provides us the funds we need to maintain our high level of customer service and expand our selection of products, as well as helps us maintain good relations with other retailers (who get understandably cranky when manufacturers undercut them on price).

Search Help: With thousands of products, it can be difficult to find just what you want. To help, we've created a number of browse pages, dividing products into various categories. You can find a complete list of these pages here.

We also have a detailed search engine offering a variety of options which can be used individually or in conjunction to find just what you want.

If you know of something else that would help, please e-mail the manager with your suggestion.

Shipping, Modification, and Cancellation

Domestic Shipping * International Shipping * Free Shipping * Modifying Orders * Cancelling Orders

Domestic Shipping:

Shipping Rates
Our shipping and handling fees are based on the actual FedEx charges and increase in relation to the weight of the package and how far it has to go. Order $80 or more and shipping via FedEx Home Delivery (if a residential address is used) or FedEx Ground (for business addresses) is free. If FedEx does not deliver to your location, we offer free shipping via the U.S. Postal Service on orders over $80.

Shipping to APO/FPO and PO Boxes:
We ship only by US Postal Service and charge a flat fee. Please note tracking numbers are unavailable and that free shipping is available for orders of $80 or more.

Shipping to Alaska and Hawaii
Default shipping is FedEx Ground or FedEx Home Delivery. Expedited options (other than 3-Day) and US Postal are also available.

US territories, protectorates, and commonwealths:
Default shipping is by US Postal Service, but FedEx options are available. Please note that tracking numbers are available only for expedited FedEx options.

FedEx Shipping Methods
The links below will take you to the FedEx website and the official definition of each shipping method:

• FedEx Home Delivery
• FedEx Ground
• FedEx Express Saver (3-Day delivery)
• FedEx 2Day
• FedEx Standard Overnight
• FedEx Priority Overnight
• FedEx First Overnight

Saturday Delivery is available for FedEx Home Delivery packages only.

Postal Service
For U.S. orders, we do offer two fixed-rate postal options: for orders over .5 pounds, US Postal shipping is always $9.50, but we cannot guarantee which method (Priority, First Class, Media Mail, etc.) will be used; for orders of .5 pounds or less, First Class Postage is $4.75. Only the US Postal Service can deliver to P.O. Boxes and we cannot guarantee timely or safe delivery via the Post Office. Tracking information is not available for orders shipped via the US Postal Service.

Shipping charges include not only the cost of postage, but also packing materials and the labor involved in packing and labeling the package, and delivering it to the Post Office. These costs are much higher on postal shipping than FedEx shipping, because the postal process is not automated. This is also why we have to use a fixed rate rather than listing specific methods, because we don't know which methods can be used and how much they'll cost until the order is being shipped.

Time and Confirmation
For orders shipping by FedEx, an automatic e-mail confirmation message will be sent when the order is shipped. This message will contain the tracking number for the package, which can be used at www.fedex.com to obtain the current location and estimated delivery date of the order.

Please allow 2 weeks for delivery within the continental USA before you contact us about the status of your order. Under normal conditions, US customers should receive an order within a week of placing it. However, we sometimes have glitches with our computer system, etc., which slow us down a little. If you order a product that is listed as "at the printer", "preorder", "backorder", or "on order", your order will be delayed longer.

Sales Tax
In accordance with applicable state law, sales tax will be charged in Texas (8.25%). Sales tax will be automatically calculated during the checkout process.

While Warehouse 23 is located in Austin, Texas, we have no storefront, and cannot allow items to be picked up by local customers.

International Shipping: Default shipping is via Standard International Mail. Availability of expedited shipping will vary by destination. Tracking information is available only for expedited options. Any taxes or customs fees are the customer's responsibility, and will be calculated when the shipment arrives in your country. We cannot guarantee that an item will not be confiscated or rejected by customs.

About Standard International Mail
This is a hybrid shipping method where packages are taken by FedEx to the country of destination (or a close neighbor) and then dropped into the local postal system. It is faster than shipping via the US Postal System and cheaper than normal FedEx international shipping. There is NO tracking available for this method; it carries the same risks as a normal postal delivery.

About FedEx International Economy
This shipping option may not be available to all locations. Where available, FedEx estimates delivery within 2-5 business days.

About FedEx International Priority
This shipping option may not be available to all locations. Where available, FedEx guarantees delivery within 1-3 business days.

Shipping Rates
Our shipping and handling fees are based on the actual FedEx charges and increase in relation to the weight of the package and how far it has to go.

Time and Confirmation
Delivery times outside of the United States will vary by destination. Please allow a month after the order has shipped before contacting us to inquire about your order. If you order a product that is listed as "at the printer", "preorder", "backorder", or "on order", your order will be delayed longer.

Free Shipping: Warehouse 23 offers free shipping on orders of $80 or more that are shipped to locations inside the United States or Canada.

In order to qualify, you must accept the default shipping method. In the United States, this is FedEx Home Delivery (if you provide a residential shipping address) or FedEx Ground (to business addresses). If FedEx does not deliver to your location, we offer free shipping via the U.S. Postal Service. For Canada, the default method is Standard International Mail.

Modifying Orders: We can cancel entire orders and we can remove individual items from orders, but we cannot increase quantities, substitute items, or add new items. This is a precaution designed to prevent customers from being charged more than they intended and to protect us from legal proceedings (an unfortunate necessity in today's world). If you would like to add something to your order, we recommend that you request cancellation of the original order and then place a new one.

Cancelling Orders: E-mail orders@warehouse23.com with your name, order number, and a request that your order be cancelled.

Orders can only be cancelled before they have shipped - to determine whether your order has already shipped, use the Order Status Page.

Payment

Payment Methods * Common Payment Questions * Adult Material

Payment Methods: We accept checks, money orders, Visa, MasterCard, American Express, Discover, and PayPal. Please note that if you order by American Express, we will only fill your order if the shipping address is the same as your AmEx billing address. This is their policy.

NOTE: We cannot accept checks or money orders from outside the U.S.

Checks/money orders
If paying by check or money order, make payable to "Steve Jackson Games" and send to:

 Warehouse 23
 PO Box 18957
 Austin, TX 78760-8957

Also be sure to include your order number somewhere on the check or money order. Your order will be shipped once payment has arrived and all items are in stock.

Credit Cards
Credit card orders may be sent directly from this catalog. Our online ordering system runs on a secure server, so your credit card number is safely encrypted when you place your order. Please see our Privacy Policy for more details.

PayPal
If paying by PayPal, a payment button will displayed at the end of the order. Click on the button to enter your PayPal information; the order ID and total will be entered automatically. Be sure to continue the process until you see the Warehouse 23 receipt page. Your order will be shipped once we receive confirmation of payment.

Note: Warehouse 23 uses only the shipping information you enter in our cart, and will not refer to the PayPal receipt when arranging shipping.

Common Payment Questions: Warehouse 23 does not charge your card (or cash your check or money order) until the day that the order is actually processed and shipped. Be certain to keep the funds in your account until then to avoid having your order canceled. PayPal deducts payments when the order is placed, but if necessary we can offer a complete refund up until the day that the order is processed and shipped.

Adult Material: Warehouse 23 carries products for all age ranges, including material which is deemed unsuitable for minors. These products are marked with an adult warning on the product page, and may not be purchased using PayPal.

Future Improvements

Customer Accounts * Wish Lists * Automatic Inventory Updates

Customer Accounts: Warehouse 23 does not currently offer the option of a customer account that would "remember" shipping and payment information. The addition of this feature is planned, but the programming and security issues are significant.

Wish Lists: Wish lists are on our long-term to-do list (and we would really, really like to have them), but we don't know when we'll be able to devote the necessary programming resources to them. Until we are able to add this feature, we recommend trying GiftMe.com. (Note: Warehouse 23 is not affiliated with GiftMe.com; they are a separate entity which has been recommended by several of our customers.)

Automatic Inventory Updates: Automatic inventory updating would allow our system to automatically "hold" items for orders, in addition to warning customers in advance if someone has already purchased the item they are considering buying. This is high on our long-term to do list, but no ETA is currently available.

Technical Questions

Supported Browsers * Firefox 3 * Linking To W23 * Bug Reporting

Supported Browsers: All of them. Warehouse 23 is routinely tested for both functionality and appearance on the current Windows versions of Internet Explorer, Firefox, and Opera, and Avant. It has been proven functional on a wide variety of current and older browsers on multiple platforms, up to and including Lynx (appearance is not guaranteed on older browsers, however). If you encounter a post-release browser (no alphas, betas, or versions under 1.0, please) that does not function in Warehouse 23, please let us know.

Firefox 3: There is a known issue with the interaction of Firefox 3 and OpenSSL versions below 0.9.8h. Currently, 0.98h has not been made available for the OS version used on all Steve Jackson Games servers, and there does not appear to be a fix in any released versions of Firefox 3.

However, our IT Manager - with the help of a knowledgeable customer - was able to find a workaround that our customers can use. Our IT Manager has texted this workaround and found that it does function properly:

In Firefox 3, go to Options > Advanced > Encryption, and disable TLSv1

If you need to keep TLSv1 enabled for any reason, our advanced users can also go to: about:config and set security.enable_tls_session_tickets to false.

If you have any questions about this process or need assistance locating the correct menus, please contact us directly. We apologize for any inconvenience, and hope that a patch will be released soon.

Linking to W23: We welcome other web sites linking to Warehouse 23, but we do not currently offer an incentive or associate program for doing so. Please link to the front page (http://www.warehouse23.com), as we cannot guarantee the continued existence of any other page on the site. For your convenience, we have prepared link graphics in three different sizes:

Bug Reporting: Technical problems with the site should be reported to the webmaster. Please include a complete description of the error, including a link to the page where you experienced it and a copy of the error message, if any.

Publisher FAQ

Submitting a Product * Partnership Opportunities

Submitting a Product: We are always interested in hearing from companies who would like Warehouse 23 to carry their products. The product needs to be professionally published and we strongly prefer that it already be in hobby distribution. Please send an e-mail to manager@warehouse23.com with your contact information, a short description of the product, and, if available, the web site address.

Partnership Opportunities: Several small to mid-size companies have found that contracting with us as their official online store allows them more time to focus on what they do best - making games. They're able to make a percentage of the sale without any of the labor, and can draw on Warehouse 23's popularity to expand their customer base, as well.

In exchange, Warehouse 23 receives links from their site, directing their customers toward us. This allows us a percentage of the sales that would have gone to them and expands our customer base even further.

Warehouse 23 does not offer consolidation or warehousing services. We are strictly a retail store.

If this sounds like an arrangement that might interest you, please e-mail the manager to discuss the advantages and disadvantages in greater detail.

Other Topics

Used Games * e23

Used Games: Warehouse 23 does not sell or purchase used games. SJ Games maintains a list of out-of-print game dealers, many of whom also deal in used products.

e23: e23 is Warehouse 23's sister site. While Warehouse 23 offers printed products, e23 is Steve Jackson Games' first step into the realm of digital publishing. e23 offers a variety of PDFs and programs, from both Steve Jackson Games and other companies.

Eventually, we hope to merge the two sites into one integrated shopping experience, but for the moment the two function independently.

For more information, visit e23 and take a look at their FAQ.

Last revised December 1, 2008