Backorders are for items that are currently out of stock but can be ordered from the supplier. These typically take between 10-14 business days to arrive at the Portal, though sometimes they may take longer. You may cancel a backorder at any time, but if your request is made close to the time of shipping, we may not be able to process it in time.

Our shipping team works diligently to get orders out as quickly as possible, and once an item is packed and processed for shipment, cancellation may no longer be possible. If you request a cancellation the morning an order is set to ship, there is a chance it may still go out. We appreciate your understanding and will do our best to accommodate your request.

Backorders are not guaranteed, as vendor stock levels can be insufficient among other reasons. If an item is unavailable, we will attempt to secure the item again but after 25 business days your order will be automatically refunded.

Special Orders refer to "Online Only" items from the Games Workshop webstore. These are items that are not readily available in our store. These orders are made specifically on demand and cannot be canceled once the item is secured from the supplier. If Games Workshop is sold out of the item in their store, we cannot get them either. However, we check the supplies at least twice daily and are ready to purchase when they are available. Special orders are considered "final," and cannot be refunded or returned after we have purchased the item on your behalf. 

If the item isn’t classified as a "special order," and in a backorder status, we can attempt to order it for you, but availability varies. Highly sought-after or "meta-breaking" models often sell out across Games Workshop's webstore and retail chain, making them difficult to restock. For special order items with limited production runs or consistent overbuying (i.e. theKhorne Lord of Skulls,Tyranid Toxicrene,Vanguard Task Force, etc), we can’t obtain them if GW's webstore is out of stock.

Special Order items are considered Final Sale, and are not eligible for returns or refunds once they are secured from the vendor under no exceptions.

Special Orders are not guaranteed, as vendor stock levels can be insufficient among other reasons. If an item is unavailable, we will continue to attempt securing the item, but after 21 business days, you will be auto refunded.

Preorders allow you to reserve new releases before they are publicly available in our store. These orders follow a strict "street release" date given by the supplier. They will never arrive to you or be available in our store until that date. Sometimes, but rarely, these items run late. You can cancel a preorder any time before the cutoff, which is the Friday following the initial preorder date. For instance, if a Games Workshop preorder launches on a Saturday, you have until the following Friday to cancel.

We understand how frustrating it can be to see others receiving their pre-order items before yours, but we want to clarify how we handle Games Workshop pre-orders. As an authorized seller, we strictly adhere to the release schedules set by Games Workshop to ensure compliance with their policies. This means we do not ship pre-orders ahead of the official release date, as doing so could risk our seller account and our ability to provide these products in the future. While some retailers may choose to risk their sellers accounts by operating outside of these guidelines, we prioritize maintaining our partnership with Games Workshop to continue offering the best products and services to our customers.

The street release date refers to the official day that Games Workshop allows retailers to sell and ship a new product. This date is set by Games Workshop and applies to all authorized sellers. We strictly follow these guidelines to ensure compliance with their policies, meaning we cannot release or ship pre-order items before this date. If you’re unsure of the release date for a product, it is typically listed on our website or can be confirmed by reaching out to us directly.

High-demand pre-orders attract tens of thousands of customers at once, and available slots are extremely limited. Items in your cart are not reserved until checkout is completed. If a product sells out while you are checking out, it means all available slots were claimed before your order was finalized.

To ensure fairness, we cap purchases on high-demand items, preventing bulk buys. Additionally, our Shopify Plus tier of service includes advanced bot protection, meaning bots are not the reason items sell out—it's simply due to overwhelming demand from real customers.

If you selected Route shipping protection and your order did not process due to sellout, but Route was still charged, you will be refunded on the next business day automatically. If you have any concerns, feel free to reach out to support@wargameportal.com.

To improve your chances of securing high-demand items, we recommend signing up for Shop Pay or using a service like Apple Pay, Google Pay, or PayPal. These options save your payment information and enable rapid checkout, reducing the time it takes to finalize your order. Since items in your cart are not reserved until checkout is complete, having a fast payment method can make all the difference in securing limited-quantity products.

Our return policy for 3D-printed items is designed to ensure customer satisfaction while accounting for the custom nature of these products. Due to the personalized and made-to-order nature of 3D printing, returns are generally not accepted unless the item arrives damaged or defective. If you receive a 3D-printed item that is damaged, defective, or does not match the description, please contact us within seven days of receiving the item. We’ll work with you to resolve the issue, which may include a replacement or a refund depending on the circumstances.

Please note that minor imperfections inherent to 3D printing, such as small layer lines or slight variations in finish, are not considered defects and are not grounds for a refund or return

We strive to ensure our 3D-printed items closely match the renders displayed, but there are some factors to consider. Renders are digital representations of the model and are often shown as idealized versions, free of the physical limitations inherent to 3D printing. While we aim for accuracy, slight variations in detail, scale, or surface finish can occur due to the nature of the printing process.

If you feel the discrepancies are significant or that the item does not meet your expectations, please reach out to our support team.

Unfortunately, 3D-printed orders cannot be canceled once production has begun. 3D printing is a custom service, meaning the moment Printology Labs start creating your item, resources, time, and materials are committed specifically to your order. Because of this, cancellations are not possible after the process has started. We encourage customers to double-check their orders before confirming to ensure everything is correct.