FAQs

• Each store can be contacted via Phone, Email or Facebook Messenger.
• You can find the details here

• Sometimes our return emails can end up in your “Spam”
  folder. 
• Check here to see if that has happened and add us to your
  Safe Senders list.
• We can also get very busy in store from Friday through
  Sunday, so if your enquiry is urgent, please feel free to call your local store
  or send them a message via Facebook Messenger.

• We get many job requests every week.
• If you wish to apply, send your resume to your local store email.
• You can find the details here
• In your resume, please make sure to include details on your history in gaming, hobby & collecting, as this is crucial for us in finding the best people to suit what we need.

• This is a request we get more than almost anything else.
• We currently support several local school clubs, wargaming
  clubs such as Risky Rollers and Miscast Misfits, and special needs service providers like Cloud Nine Care, and have even provided large toy donations to the Peninsula Toy Run.
• General Games spends thousands of dollars every year on sponsorship and donations, but we unfortunately cant help everyone. 
• We will assess each request on it’s merits. Contact your
  local store with any requests.
• You can find the details here

• Sometimes our Tracking Number emails can end up in your
  “Spam” folder. 
• Check here to see if that has happened and add us to your
  Safe Senders list.
• If you placed your order on a Friday, it’s very unlikely it
  will be processed & posted in time for the weekend, in which case it should
  be proceeded by the following Tuesday at latest.
• If a Friday or Monday is a Public Holiday this can also
  delay postage.
• Did your order contain “Pre-Order” items? If it did we
  usually wait until all items are available before posting. Give us a call if
  you would like to arrange individual postage for items.
• If your order contains multiple items, there is a chance
  they will be coming from different stores, so expect Tracking Numbers for these
  sent separately.

• All items on this Webstore are sent directly from one of our
  physical stores, not a warehouse. This means every item you see here is on
  shelf at one of our stores.
• This also means that items shown available on the Webstore
  may not be available at your local store.

• Feel free to contact your local store to enquire on this.
• Release dates can be delayed and we will do our best to
  update these where we can.
• Other times our supplier deliveries may be delayed, if this
  happens it may only be a couple of days delay.

• Contact frankston@generalgames.com.au if your details need updating.
• If we spot missing or incorrect details, we will attempt to
  contact you for confirmation.
• If your order has already been posted you should contact Australia Post directly for assistance.

• Absolutely, provided we have not already posted your order.
• We can add or remove items, change your details or delivery
  address or simply cancel and refund the order.

• If this happens, first check the receipt docket provided. If
  it only shows the items that you received (not the missing ones), then it is
  very likely the remaining items are coming from another store location.
• Otherwise contact frankston@generalgames.com.au
  with your details so we can investigate for you.

If your item has arrived damaged in this way, please refer to the Australia Post Compensation Guidelines here: https://auspost.com.au/receiving/parcel-deliveries/compensation

• Check our Returns and Refunds Policy here
• If the item has an agreed fault we will contact you to
  arrange a refund, replacement or compensation.
• Some items may be extremely limited in availability. In
  these cases, replacements will not be possible.

• If the delivery is refused, not picked up in time or otherwise returned to us because of incorrectly provided address details we will contact you to rearrange delivery.
• This may involve a new postage fee, and if you ask for a cancellation of the order we will not refund the used postage fee.

• If for some reason we are unable to fulfil your order, we will first attempt to contact you to inform you. The Refund will follow shortly after for your peace of mind.
• To protect customers and ourselves from fraudulent transaction, we also have Fraud Detection processes in place. This may mean we cancel and refund a transaction, but we will usually attempt to reach out before this happens.

We can accept phone payments, but to protect ourselves and our customers from fraudulent activity we limit these transactions to $100 at most, and they require a manager to be present in store at the time to process.

• We are always happy to do a little deal for those in the community doing good things. 
• Chat with your local store manager to organise a special order under the terms you need.

We sure do!

• If your item is in stock and available at your local store,
  you will be able to select the Local Pickup option at checkout. This also
  includes pre-order items.
• If this option is not showing for you its most likely the item you want is not in stock at your local store or you have selected multiple items that are only in stock at different store locations. Try removing some items from your cart to see if this gives you the option for your local store.

Currently, card singles are only available for Click & Collect at our Frankston Store. 

While this is something we can do, we cannot guarantee when this will happen and you should expect a much longer wait time than regular postage would be.

Absolutely. Contact your local store and they will arrange this for you if the item is available at that location. This will also allow us to refund to you any unused postage fees.

If you wish us to price match an item, please contact us before placing any order.

Where possible, we will price match an item, or at least offer a better price to you on it.

We will not price match on these conditions:

• Prices on items outside of Australia or items showing large delivery costs.
• Prices from unauthorised or secondary market sellers.
• Items marked as “Online Only”
• Items showing as “Not In Stock” at the location.
• Items where the price would be at or below our cost price.

Absolutely we can. Contact your Local Store for any assistance here.

• Often we will have additional promotional items that we send with certain products, sometimes these can be mini expansions for board games, or promotional cards for TCG product. These will often be very limited and only available for a very short time and likely to run out.
• Some promotional items are “Bricks & Mortar Only”, so this means they cannot be sent with Online purchases, only In-Store purchases.

• Other than TCG Singles (which inherently are considered second hand), we do not buy or sell second hand items.
• All items other than TCG singles are sourced from reputable Australian Importers & Suppliers. We will not purchase sealed items for resale any other way.

• All our TCG singles will be condition graded by our staff before going into our collection. 
• You can view our TCG Condition Grading requirements here
• TCG singles are available for inspection from our Frankston Store only. For valuable cards we can provide you with condition photos on request (but due to sheer volume, will not provide this for lower value cards)

• Many games will have multiple printings. These usually are functionally identical, other than possible fixes to printing errors or incorrect contents. You could also see small variations in the print colour or quality here as well.
• There are many games that have multiple editions. These can
  be vastly different sometimes. Once an older edition of a game has run our for
  us, we will generally not restock and only hold the newer edition.
• Games like Talisman, Catan, Space Hulk have all had multiple editions across the years. Some will be very clear which edition and some are a bit more tricky.
• Contact your local store if you need assistance here.

• The games we sell will almost always provide English (or multilingual) instructions. 
• We cannot source specific language editions of games (eg. a French version of Catan)

• We currently have three stores with play-space available.
• Chirnside Park is our biggest store, with a capacity for 80 players.
• Frankston has a capacity for 60 players, and Malvern around 30 players.
• Our Parkmore store does not contain a play-space, so doesn't run events like the other stores.

• Other than our Parkmore store, every store runs regular weekly, monthly and special events. Tickets for these events will usually be available from the Tickets Page on our Webstore <insert link here>. You will find all the event details like dates, time, cost and requirements there as well.
• Each store also has their events listed on their Facebook Pages under the Events link, although you cannot purchase tickets from there.
• For younger players attending our events, we would advise having a parent or guardian attend with you. Parents, if you have any concerns or questions please speak with your local store manager.

We sure do!

• Across school holidays and Christmas break, our play-space stores all have great events running. You can check our event calendar, look up you local stores Facebook page or check the Tickets Page of this Webstore to find upcoming details.
• Expect tickets and event details to appear a couple of weeks before holidays start.

• We love it when people come in and use our play-space for gaming.
• There’s usually ample room during the day up until around 5pm. 
• After that our evening events often start and it can get a bit busy, so if you would like to lock in some play-space availability on an evening or weekend, please contact your local store first.

• Most times play-space use is totally free. Just check availability with your local store.
• You can use our tables and wargaming terrain (just please report any terrain breakages to staff for repairs)
• If you want to run your own event in one of our play-space stores, there may be a small fee attached. This would be for staff admin, assistance, setup and clean-down. 
• This would be negotiated to fit the requirements you have for your event, and can include help with prizing & ticketing.

• Our play-space stores all have games available for use. 
• We don’t charge for this service, just ask you to be respectful of the games & components so more people can enjoy them!

• Our play-space stores, particularly Frankston and Chirnside Park are both capable of running small kids parties.
• Speak with your local store manager to organise any specifics.

• All our play-space stores do run sanctioned events, particularly for Magic the Gathering, Pokemon, Yu-Gi-Oh, One Piece, Lorcana, Star Wars Unlimited and others.
• These events will follow all the usual guidelines put in place by the game publishers.
• You can download the Magic Companion App here https://magic.wizards.com/en/products/companion-app
• We also run pre-release and launch events for many major card games. These will usually be one-off or across a weekend and often sell
  out before the day, so make sure you get a ticket!

• We are always happy to have D&D groups at our play-space stores. 
• Check with your local store manager to book in the best times, as the play-space can sometimes get a bit loud, which isn't always great for D&D.

We sure do!

• Contact your local store and let us know what you have, and if it fits our current needs we will be happy to buy it from you. You even get a bonus amount if traded in for store credit or other product on the day.
• Quite often we will be looking to fill in holes in our inventory, and eager to purchase bulk commons or rares (for example we may be specifically looking for Pokemon Sun & Moon sets so would more likely grab that if you had it)
• Bulk cards don’t need to be sorted, but we would prefer them to be de-sleeved or removed from folders first, and have any damaged cards removed. After that the process can be very easy!
• You can check with your local store to find our current bulk rates.

• At the moment, our collections for Pokemon, Yu-Gi-Oh, One Piece and Star Wars Unlimited are available to view directly on our Webstore. We are slowly putting up more old series Pokemon sets, and will have Magic the Gathering up through 2025.
• Our Frankston store holds everything you see on our Webstore, along with large amounts of common and bulk cards. Our other locations do hold smaller collections locally, so you can contact them directly if you are looking for something you can't see on the Webstore.

• If you have a big collection and its feeling a bit overwhelming, we can advise that in most cases 95% of your collection value will come from the top 5% of your cards. Just separate these for your best return, then you can feel confident selling off the rest of your bulk without having to put weeks of research into it.
• Please contact your local store before coming in with bulk or large collections to avoid any disappointment if we are not buying at the time. 
• Just selling a few cards, we can do that. Contact your local store and they can help you. Please understand that sometimes we can get very busy and may not be able to immediately help if we have big events going on at the same time.

• Unfortunately these are very time consuming services we
  cannot provide.
• We can give you some advice on how to go about valuing your
  collection, and pass on some of the tools we use.
• As for grading, this can be a slow and costly process at the moment, and not something we would recommend unless you have already done your research and have a good idea of what to expect.          

• Fake and counterfeit cards are getting far more common these days, even to the point of entire boxes of product from the secondary markets being opened tampered with and resealed.
• If you feel you have acquired fake cards in your collection, pop into your local store and bring them along, one of our staff should be able to give you some tips on how to spot them.
• As this can be time consuming, we will not look over your entire collection to pull the fakes, we would hope to educate you and give you the tools to spot them yourself.