Rattlehead Games

Policies

Here you can find the information you need to become a Rattlehead Games customer! Info on shipping, ordering and more can be found on this page.

Ordering & Payment
We accept orders mostly through our shopping cart system, driven by PayPal. PayPal is free, simple and secure. PayPal lets you pay with credit cards, your PayPal account balance or with a bank account you've added to your PayPal account. If you don't have a PayPal account, you can still order through our shopping cart. PayPal will likely encourage you to create an account with them, but this isn't required. While we can take Shopping Cart payments from customers anywhere, please be aware that you may be invoiced for additional shipping charges if you are outside the lower 48 states. International customers are encouraged to see the International Shipping section below. If you have any questions, feel free to contact us at custsvc@rattleheadgames.com. If you have any problems with the PayPal service or would like to learn more, visit www.paypal.com.
If you would rather make different payment arrangements, drop us a line at sales@rattleheadgames.com and we'll work something out with you.

Also, we can take orders by mail! If you need to pay by check or money order (Domestic orders only, please), you can use this method. Just print out our order form (with attached instructions), fill it out and send it in with your payment! The order form is available in HTML and Word formats.

Please Note: When ordering via our shopping cart, make sure that your email address and shipping address on file with PayPal are current and correct! This is the only contact information we will have for you and must have this information to keep you informed of your order's progress and to ship your order to you. Also, please check any spam filters for messages from us that may be mistaken for junk email. Since we are a commercial enterprise, spam filters may block our email messages to you.

Taxes
We charge sales tax of 6.75% for orders with a shipping address in North Carolina. The buyer is responsible for all other applicable taxes and fees.

Domestic Shipping
We ship all of our domestic orders via US Postal Service Priority Mail. If you have a preference of a different shipping service, please let us know and we'll try to accomodate you! Your package should arrive in 2-5 business days from the date it was shipped. This is the estimated time in transit. If you'd like to request other shipping arrangements, drop us a line at custsvc@rattleheadgames.com and we'll try to work out what's best for you.

We're a small company and, while we are growing, our stock is sometimes shallow so many items may need to be back-ordered from our suppliers before we can ship it out to you. This can take a while if it's an international item or if the supplier doesn't have it readily available. We normally only ship your order out once we have it all together. This can mean that it may be a few extra days (or a couple of weeks, even) before we get your order shipped out. We can send a partial order if you need something we have on hand quickly and can't wait on a back-ordered item. Orders received after the day's shipping has gone out will normally go out the next day, if they're ready. When your order is shipped, you should receive an email letting you know it's on its way. In all cases we try to get the order to you in the fastest way possible!

Here are our current shipping rates:

Order Amount:	Shipping Charged:
$0.01-$49.99	$3.85
$50 & Over	FREE

These rates are subject to change and may be adjusted in the future.

A few things to be aware of:
US Customers outside the "lower 48 states" (AK, HI, etc.) may be invoiced for additional shipping charges.

A few items in the catalog may have additional shipping charges. This is for large or unusually shaped items. If so, it will be mentioned in the item's Description.

International Orders
We sell and ship worldwide and are happy to receive orders from international customers! For your convenience, our shopping cart now has international shipping options. In addition to this, you may still use the old method of sending us an email requesting an invoice with exact shipping if you prefer to avoid paying the estimated shipping charges given by our shopping cart. The shipping costs listed here are in US Dollars.

Our current international shipping rates are:

CANADA

Order Amount:	Shipping Charged:
$0.01-$24.99	$2.00
$25 & Over	$4.00

WORLDWIDE

Order Amount:	Shipping Charged:
$0.01-$14.99	$4.50
$15-$24.99	$8.00
$25 & Over	$10.00

International Priority Shipping

Flat Rate Priority international shipping is available as well. The cost to Canada and Mexico is $23.00 and for the rest of the world the cost is $37.00. There are some restrictions to this. The order must fit within a US Postal Service Priority Mail Flat Rate box. There are a few different sizes of these, and some are fairly large. Also, the weight limit is 20 pounds, unless the receiving country has a different limit. International Priority shipping has an estimated transit time of six to ten business days.

Shipping Insurance and Lost Shipments
We will always do all we can to insure that your order gets to you in good shape. However, sometimes a package will get lost along the way. While this is a rare event, when it does happen there is very little we can do. Once a package is handed off to the postal service and enters the mail stream tracking it down is almost impossible. Should you be concerned that your shipment might not make it to you safely, you may request shipping insurance at additional cost. The cost of shipping insurance will depend on the value of the items being shipped. Uninsured packages shipped to US or international customers normally can't be replaced by us. We will, of course, do all we can to help out in the event that a shipment goes missing, but there isn't a lot that we can do beyond asking our local postmaster if the package is still in the local system.

Privacy
Our privacy policy is very simple: We will NEVER, EVER, sell or give your email address or other personal information to anyone for any reason. The only time we would ever give anyone your information would be if we were required to by a government or law enforcement agency. Aside from this, we have occasionally made arrangements to have back-ordered items shipped direct from the manufacturer to the customer to get their items to them quicker. In these cases, we have to give the name and shipping address to them so they can send the item(s). If this is done with an order you have placed, you will be so informed.

FAQs

Have a suggested question not answered here? Send an email to: suggestions@rattleheadgames.com and suggest a question to be added to the FAQ.

Q: What browser is RattleheadGames.Com designed for?
A: The site wasn't really designed with a specific browser in mind. We use Internet Explorer 6 for testing and a screen resolution of 1280x1024 but things should be fine in any widely supported browser/resolution combo. One thing to note is that our logo and navigation buttons are fairly large images. If you use one of the lower resolutions, things may be a bit cramped, but should still be managable. If you have problems, let us know at: webmaster@rattleheadgames.com.

Q: Can I cancel my order?
A: Orders can be cancelled any time before they are shipped. To do so, you'll need to get in touch with us as soon as possible (see our Contact page) and let us know. Once an item has been shipped out, you'll need to contact us at custsvc@rattleheadgames.com to discuss the possibility of a return and refund. We can't guarantee that we will be able to arrange a refund, but we will definately try! The objective is not to make a sale, but to make a customer happy!

Q: Where's all the Games Workshop stuff?
A: Due to certain policies of Games Workshop and the narrow profit margins involved, we can't afford the cost or risk of carrying their products. Sorry. If you'd like, we can suggest some great alternative products!

Q: What's up with all the "No Image Available" images in the catalog?
A: We're constantly working to update our catalog. We try to have pictures of as many items as possible, but there are so many products and only so many hours in a day. Further, many items we've simply been unable to find an image for. For many products, a picture can be found at the manufacturer's website.

Q: What do the numbers in parentheses beside some item names mean?
A: In most cases, these numbers indicate how many of a given item are in the package. For example, the Hornet AFV for C.A.V. comes two to a pack. Sometimes, there's a bit more info involved. For example, the some items might have (4 of 3 designs) beside the name. This means that there are 4 figures in the pack, and they are randomly selected from 3 possible sculpts. And, in case you're wondering, you can't choose which sculpts you get - they're randomly packed by the manufacturer. But there is usually a good chance of getting a nice mix. Sometimes an item will come with more than one to a pack and not be listed as such (Sweet!). Also, sometimes a picture for a given item shows a different number than what is actually in the pack. This could be done to show the possible sculpts available or for other reasons. The images we have here are primarily obtained from the manufacturers. They are to get an idea of what you're getting, but you should always make sure you know what you're buying before you make a purchase - the pictures can occasionally be misleading. If you have questions about a product, just drop us a line and we'd be happy to sort things out for you!

Legal Stuff

All images, logos, trademarked names and other indicia of the various products displayed or mentioned on this site are the property of their respective owners. Their use here is for informational purposes only and is not intended as a challenge to said ownership. This website is provided as is and is not promoted to be fit for any purpose explicitly stated or otherwise. We reserve the right to deny sales to anyone at any time we deem it unsafe, illegal or harmful to conduct business with that individual. If such a decision should be reached after payment has been made to Rattlehead Games, a full refund will be made if all product is still within our posession.

Additionally, many of our products contain small parts, sharp points or other hazards. Our products are not meant for small children and should be kept out of their reach.