Welcome to the Frequently Asked Questions (FAQ page). Below, we have tried to answer the most common questions visitors to this our Web site may have. If you find that your question is not answered on this page, please EMail us adam@nugaming.com or call us during normal working hours at +44 (0) 870 2201019.

1. How do I place an order?

Currently all orders are placed and confirmed by EMail.  On the About Us page (accessible from every page) you will find a link to create an EMail to us, the same link is also copied below and at other useful points on this site.

adam@nugaming.com

At any time create this EMail, add your specific comments, orders or enquiries and then click the send button. Why don’t you create the EMail now and use it to jot down your questions or orders as your browse the site. During this process you are not committing yourself to anything.  When you send the EMail it will be processed and if appropriate, an order will be generated and sent back to you for confirmation. At this point you will be supplied with an order number, availability, total price and the payment details / options.  Basically we support credit card payments via Paypal, debit card via NOCHEX, cheques, postal orders, bank transfers, stamps and cash (sent at owners risk), see Carriage and Payment Options for full details. We aim to answer all enquiries within 24 hours (except Sundays) and if sent at a reasonable time of the day, you can expect an answer within 8 hours. Carriage is free to UK and BFPO addresses and reasonable elsewhere, see Carriage and Payment Options for full details

2. How long from ordering to delivery?

We try to stock most popular items, but even these are sometimes out.  With your first EMail we will ascertain whether or not the item is in stock and if not we will inform you of an availability date.  If your initial enquiry contains an order, you will be asked to confirm that order particularly if there is a pricing or availability issue.   If necessary an order will be placed with the relevant manufacturer when you confirm the order and it will usually take 2 - 3 working days before that item reaches us. Apart from this delay, items will be dispatched to you within 24 hours of payment being received or Monday if payment is received on a weekend.

UK Items are normally dispatched using 2nd class Royal Mail and 90% arrive within 36 hours. For larger orders, Royal Mail Parcel Service is used and delivery is usually 3 - 6 working days.  You may choose to pay extra for 1st Class Royal Mail, Recorded, Registered or Special Delivery.

Overseas Items are normally dispatched using Air Mail for packages under 2 Kgs.  We have experienced delivery times of 3 - 5 days to Europe and the Far East, 5 - 7 days to the US, South America and Australia. For parcels over 2 Kgs we use Parcelforce Worldwide and this is usually a couple of days slower than Airmail, but has been as slow as 11 days (to the US).

Additional charges supplied on request.  Please note that for cheques and bank transfers, payment received means when the cheque clears or payment is received at our bank account - for existing customers we may choose to waive this clearance period, but it shouldn’t be expected.

3. What other charges are there - VAT, carriage?

The price you see on the item is the price you pay, that includes VAT and carriage (to the UK, additional carriage applies for international customers).  However, we do reserve the right to change the price without notice and occasionally our web site price will be out of date.  You are responsible for checking that the price on the order matches your expectation. Once confirmed, order prices will be honoured.

4. Do I get a discount on the carriage for multiple items?

No.  For these types of products (weight range), it’s a fallacy to believe that bundling items together makes the postage cheaper.  Postage is calculated on weight and although there are sometimes small savings often it’s actually more expensive.  For example there is an upper weight limit of 750 grams for second class mail, so two items weighing 425 grams each will be cheaper to post individually using 2nd class mail, than sending together which would nessitate 1st class mail.

5. What if my payment goes missing in the post?

You are advised against sending cash or stamps, but if you choose to do so, you do it at your own risk. It is far safer to send a postal order or cheque but please remember to cross them, particularly postal orders.  When payment is received we will generate an EMail stating that said payment has been received. It you do not receive such an EMail within 5 working days of sending payment (or a reasonable time depending on the payment method), please contact us for advice.

6. What if my goods don’t arrive?

Insurance is taken out on all goods dispatched, if they don’t turn up within 10 working days.  We will activate this insurance and send you replacement items. Please note that the terms of our insurance do not allow us to refund you for goods gone missing, only to replace them.

7. What if my goods are damaged in transit?

Once again replacement goods will be dispatched to you.  We may require the damaged goods to be returned to us first.  In these cases we will refund you the cost of the carriage once the item is received.

8. What contact should I expect from you?

You will receive a response to your initial enquiry within 24 hours (except Sundays).  When you confirm the order (which can be done on the initial enquiry), you will receive the order details along with order number, total price and payment options.  When payment arrives you will receive notification of this. That should be the last EMail, but if dispatch is delayed for some reason, another EMail will be generated when the goods are dispatched.  If you don’t acknowledge receipt of the goods we will chase you for this after a couple of weeks.

9. What contact should I make?

Ideally:- The initial enquiry; Confirmation of order with delivery address; Payment; Confirmation of items arrival. If you don’t receive confirmation of your payment being received within 5 working days of sending it or your goods don’t turn up within 6 working days of notification of payment being received (10 working days for Parcelforce) please contact us.

10. What if I change my mind?

We are not ogres!  We just want a fair break, so if you change your mind please inform us. For most items we will simply return the goods to the stock pool and cancel your order.  The one exception is where we have ordered in something exotic specially for you.  In these case you will be expected to meet any additional costs we have incurred for making that order and only in extreme circumstances will we insist on you completing that order.  We don’t like legal actions and will only take any in extreme circumstances when we have been messed around.

11. How long am I given to pay?

After confirming your order, payment will be expected within 14 working days.  If you want to delay for some reason please let us know, it won’t be a problem.  If we don’t receive payment or notification of delay within 14 working days, your order will be canceled and the goods will be returned to the stock pool.  Same exceptions regarding costs as per the previous point.

12. What if on receipt, I find they are the wrong items?

If the mistake is down to us, we will ask you to send them back to us at our expense and we will send you the correct items.  If you ordered the wrong items, we will take them back if they are still in the original packaging.  However, you will be expected to pay for the carriage both ways.

13. Do manufacturer warranties still apply?

Yes, there is nothing dodgy in ordering through us.  In fact many manufactures will react a lot faster to complaints passed on through us than if you contacted them directly.

14. How come you are cheaper than the direct route?

We order in bulk and thus obtain a trade discount, we pass part of this discount onto you. The law on monopolies prevents a manufacturer dictating the price we sell the goods for.

15. Got any bargains at the moment?

Have a look on the News page.

16. I can’t see what I want?

If you know what you want, mail us anyway. We’ll check with the manufacturer to make sure it is still current and then get back to you with a price and availability date, no commitment.

17. Can I get the Games Workshop bitz from you?

Games Workshop have a retail range of products found in their shops and a Mail Order departments which caters for the obscure ranges like Bloodbowl, Epic, Mordheim + additional pieces like Terminator Chainfists, Jump Packs and other small items.  Unfortunately we cannot obtain these items through the discounted trade route (so the answer is no)

18. Do you stock the Forgeworld items?

No!  We would like to, but Forgeworld sell direct to customers only.

19. How do I know that NU Gaming is reliable?

This is a worry for first time buyer that we recognise.  Please check out the References page of our website which can also be accessed from the About Us page. This lists a number of genuine comments made by our customers, but more importantly it contains links to two independent external agencies which maintain an active watch on our performance. 1. EBay’s feedback forum which lists comments from over 1000 (different) customers who have traded with us via an EBay auction, the good, the bad and the ugly comments (if they exist) are there with no punches pulled. 2. Square Trade a seal of approval agency which allows us to display their logo only while we maintain high customer service standards.