Customer Service FAQ

🚚 Shipping & Tracking

When will my order ship?

Most in-stock orders ship within 1 to 2 business days. During major set releases or holiday seasons, processing may take slightly longer.

Where is my tracking number?

An automated email with your tracking information will be sent as soon as your shipping label is generated. Please allow up to 24 hours for the carrier to update the tracking status.

Part of my order is a preorder. Will you ship the in-stock items first?

No. To keep shipping costs low, orders containing preorder items will be held and shipped together once all items in the order are available. If you want in-stock items sooner, please place them in a separate order.

My package says "Delivered" but it isn't here, or it was lost in transit. What should I do?

  • Lost in Transit: If your package has stalled out and hasn't updated in several days, contact us. We will launch an investigation with the carrier (which typically takes 1–2 weeks) to locate it or arrange a replacement/refund.

  • Marked Delivered but Missing: Please check with neighbors, porch corners, or your local mail carrier first. Over the Brick is not responsible for packages stolen after a successful delivery.

📦 Preorders & Cancellations

Can I cancel a preorder?

Yes. You can cancel a preorder for a refund up to 10 days prior to the manufacturer's official release date.

⚠️ Note: All canceled preorders are subject to a 10% cancellation fee to cover non-refundable merchant processing costs.

Can I return a preorder item after I receive it?

No. All preorder sales are final once the item has shipped. We do not accept returns or exchanges on preorder products.

👉 For our complete terms, please view our Preorder Policy.

↩️ Returns & Replacements

What is your return window?

We accept returns on unopened, factory-sealed items within 30 days of delivery.

  • Return shipping costs are the responsibility of the customer.

  • All eligible returns are subject to a 5% restocking fee.

My brand-new, sealed board game/card box is missing a piece or has damaged components. Can you replace it?

Because components are sealed at the factory, missing or damaged pieces must be handled directly by the game’s manufacturer. Almost all publishers have a dedicated "Missing Parts" request form on their website and will ship you the replacements for free. If you can't find their contact info, email us at support@overthebrick.com and we will happily point you in the right direction!

👉 For more details on refunds, please view our Return & Refund Policy.

💎 Over the Brick Rewards Program

How do I earn points?

  • Shopping: Earn 25 points for every $1 spent.

  • Reviews: Earn 500 points for writing a product review.

  • Birthdays: Celebrate with 2,000 bonus points! (Please allow up to 48 hours during high-traffic sales for your points balance to update.)

What are my points worth?

Every 1,000 points = $1 in rewards that you can redeem at checkout.

What happens to my points if I return an order?

  • Points Earned: Any points you earned from the original purchase will be deducted from your account balance.

  • Points Spent: If you used points to get a discount code on an order that you later return, those points are unfortunately forfeited and cannot be re-credited.