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FAQs


Frequently Asked Questions

Q: How long before my order is processed & shipped?
A: All orders are processed & shipped within 1-2 business days upon approval. Most orders coming in before 1:30 pm EST are processed & shipped the same business day. Please note that busy holidays may push shipping times back by one day.


Q: What are the available shipping methods?
A: All orders ship with FedEx. Available FedEx services are FedEx Ground (1-6 business days), FedEx Express Saver (3 business days), FedEx 2DAY (2 business days), and FedEx Overnight (1 business day). Please note that express services are not available to all locations. Please refer to the map below for estimated FedEx Ground delivery times:

FedEx Ground estimated transit times



Estimated shipping times given by FedEx for ground shipments are not guaranteed. Only FedEx express services are guaranteed.


Q: How can I track my shipment?
A: Upon placing an order with us you will receive two emails: the first email will be an order confirmation email sent when the order is placed, and the second email will be a shipment confirmation email sent when the order is shipped. Your FedEx tracking number(s) will be included in the shipment confirmation email. If you create a customer account with us you can also access your order and status online. NOTE: You must be logged into your customer account when placing an order for it to be linked to your account. Customer accounts created after an order(s) has been placed will not include any previously placed orders.


Q: I created a user account but when I log in it doesn't show the order I just placed. Did my order go through?
A: When you create a user account, only orders placed while logged into that account will be linked to that account. If you've created your user account after placing an order as a guest, the order will not show up under the newly created account but we will receive it and process it the same way.


Q: What payment methods do you accept?
A: We accept VISA, MC, Discover & Amex only at this time.


Q: What are your credit card acceptance policies?
A: All credit card orders are subject to approval by the issuing bank. Your shipping address can be diffrent from your billing address but the correct billing address must be provided on the order form. We perform address verification for the credit card billing address. Orders will not be shipped if the billing address does not verify as matching the credit card, no exceptions. We reserve the right to reject certain orders being shipped to an address that is not the billing address of the credit card.


Q: Is your payment form secure?
A: Our server uses 128-Bit security for order-taking so all orders coming in have the best protection offered today.


Q: What is your return policy?

A: Chessmart.com Return Policy: Items can be shipped back to us within 10 (ten) days of receipt for a refund less any shipping costs involved. Shipping prices are non-refundable and will not be included in the refund amount.

To return an item the customer must call or email us to receive a Return Merchandise Authorization (RMA) number for return. Any items shipped to back to us without an RMA number will not be refunded and may be re-shipped to the customer at the his or her own expense. All returned items must be received in the same new, un-used condition in which they were shipped. The customer is responsible for any costs or damages incurred in shipping the items back to us. Items returned in less-than-new condition will not be refunded and may be re-shipped at the customer's expense. For return shipping, we recommend using a trackable shipping method with delivery confirmation such as FedEx or UPS.

All returns covered under our 10 day return policy are subject to the following:
  • A Return Merchandise Authorization (RMA) number issued by Chessmart.com must accompany all returns.
  • RMA numbers must be obtained no later than 10 days from the date the product was delivered.
  • All RMA numbers are valid for 10 days from the date of issuance.
  • All products must be returned in like-new condition, including original packaging, all documentation and accessories. Items received in less-than-new condition will not be refunded and may be re-shipped at the customer's expense.
  • All returns must be shipped freight prepaid.
  • Please allow 1-2 weeks from the date the item is received back at our warehouse for all refunds.
  • Claims for missing accessories or that the product is not as advertised must be reported within 10 days from the date the item is delivered.
To request an RMA number please call us at 1-800-792-7872 or email us at sales@chessmart.com. Please have your order number ready as we will need this to issue an RMA number.

Chessmart.com Exchange Policy: Items being returned for an exchange are subject to the Chessmart.com return policy outlined above. When exchanging an item, the customer is responsible for any shipping charges incurred for the shipping of the new item(s). When returning an item for an exchange, please be sure to include your name, RMA number, order number, shipping address, and items being exchanged to ensure timely processing. Any item received without this information may be delayed in processing.


Q: Are your items guaranteed?
A: Warranties: We guarantee our items against any factory defects. If you notice any defects with your item you must call us within 10 (ten) days of receipt of the item to arrange for replacement. Items such as brand name chess sets and chess computers which carry a manufacturer's warranty are subject to the terms of the individual manufacturer's warranty. Chessmart.com does not handle warranty repairs for brand name products. All repairs and exchanges for items with a manufacturer's warranty are handled directly by the manufacturer.
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