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Welcome to the customer service section! Use this area to find
out about different shopping options available and who to contact regarding any
questions you might have.
What is Fan Headquarters?
Fan Headquarters is a collection of websites for fans and the
properties we love. Examples of current and future Fan Headquarters websites
include The Lord of the Rings, Star Trek, Buffy the Vampire Slayer,
The Simpsons, Coca-Cola, Star Wars, and Scooby-Doo, with many more on the way.
Check out our home page at fanhq.com for more coming attractions!
Whether you're a casual fan or a hard-core fanatic,
Fan Headquarters offers you a place to meet with other fans, share your ideas and
favorite moments, and shop for the latest hot merchandise. Our goal is to provide
a place where you can always find a new friend or find that elusive
collectible you've been trying to hunt down.
How is Fan Headquarters Related to Decipher's Trading Card Games?
Fan Headquarters is operated by Decipher Inc., makers of some of
the best Trading Card Games (TCGs) in the world. To provide our customers with maximum
benefits and convenience, we have brought those games –
including The Lord of the Rings TCG, Star Trek CCG, .hack//ENEMY TCG, MegaMan TCG, and our own
WARS TCG – into the Fan Headquarters family of websites. This means you can access
everything Decipher has to offer through a single Fan Headquarters login account; your
Fan Dollars can be used in any of our online stores; and if you are a Fan Headquarters
member, you receive your 10% discount on merchandise throughout the entire family of
websites!
Recommended Web Browsers
Our web sites make extensive use of the latest web technologies and are optimized for the
most commonly used web browsers. They are best viewed using Internet Explorer (version 5
or higher) Netscape (version 6 or higher), or Safari for Macintosh OSX.
Older browsers (particularly Netscape 4.x) do not support all of the current
web standards, and may give you a very slow or inconsistent performance
with our sites. If you are using an older browser, you can upgrade it for free
at these web sites:
Internet
Explorer (Windows)
Internet Explorer (Unix)
Internet
Explorer (Macintosh)
Netscape Browser
Logging In
Before being able to check out, all customers need to log in to
our site. Look for the log in link in
the top left hand side of each store's home page.
While you are logged in, your name will be displayed in the
top left hand side of the home page.
All customers can adjust their username, password and other
registration details at any time by logging in and using the Your Account
option at the top of the page.
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Registering an Account
Registration is FREE and a simple one-screen process that will
provide you with a unique username and password. You can see the option for
registering on the top left hand side of each website's home page.
Registration requires contact details such that we can reach
you regarding any of your orders. Your username and password is valid at all
Fan Headquarters sites.
You must be 13 or older to register; if you are under 13,
please see our parental consent form.
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Gift
Subscriptions
Here's a detailed
guide to how to purchase a Star Trek
Communicator
subscription for someone else.
| 1. |
Log in to your existing account, or register one for free if
you are new to Fan Headquarters.
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| 2. |
Click the link that says "Subscribe Today!",
then click the JOIN button.
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| 3. |
Click the BUY GIFT MEMBERSHIP button.
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| 4. |
Complete and check the billing details at left. These should
be YOUR billing address and credit card details (the person paying).
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| 5. |
At right, put in the email address of the person you are
purchasing the membership for. Make sure it is
spelled correctly or they won't get their activation code!
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| 6. |
Click the
BUY MEMBERSHIP button. This will initiate the checking and
charging of your credit card.
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If there are no
problems with your credit card, an email will be sent to the person you specified in step 5, and it will contain
a welcome message, an activation code, and instructions for activating their subscription. Once they click on
the link in that email and follow the activation instructions, your friend is
now an active subscriber!
Note: your credit card is charged at step 6. The subscription is
not active though until step (c) is completed.
This two-part process ensures that the recipient of the
subscription creates their own account (and thus can maintain their own shipping
address, future orders etc.), but he or she does not have access to any of the
gift-giver's (your!) personal information.
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Fan Mail,
Posting Privileges, and Challenging Inappropriate
Posts
Our Boy Crazy! website has a new
system for sending the boys online fan mail. For more
information, click
here.
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Checking your Order Status
One you have placed an order, you will receive an email
(click Your Account to change your on-file email address) confirming that your
order was received.
If you want to check on the status of an order, you can access
your order history online at any time by clicking the Your Account button at
the top of any page (you must be logged in to access your account details), and
the choosing the "View Recent Order" option.
An open order is one that has not yet been processed. A closed
order means it has shipped. Once closed, domestic USA orders shipped via
expedited freight, and most international orders, will show you a package
tracking numbers and the shipping method (if available).
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Shipping and Handling
Shipping and handling costs for your order are calculated based on the total value
of your order, the type of shipping service, and the destination. Certain items may
incur greater shipping and handling charges due to weight, bulk, or other
considerations. Your shipping and handling cost will be displayed to you at checkout.
Note: Delivery
timeframes listed on the checkout page are averages, and are not guaranteed. Ship companies listed on
that page are
used whenever possible, but in rare cases we may send your order via an
alternative ship company at our discretion.
International deliveries may attract additional charges,
based on the country being shipped to and the delivery service, that cannot be
calculated at checkout time (local taxes, customs duties and charges, delivery
retry costs, brokerage fees, refused delivery and disposal charges, etc.). All
such related costs involved in attempting to deliver your order are your
explicit responsibility, and if incurred, may be charged to your on-file credit
card after checkout if necessary.
Shipping and handling charges are subject to change at any
time without notice.
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Sales Tax
If your billing
address is in a state where Decipher has a physical
business presence, we are required by law to charge state sales tax on your order at
the current rate for your state.
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Customs, Duties, and Brokerage
If you are shipping to a destination outside the United States,
you may be subject to import duties, taxes, and/or brokerage fees, which are
levied once a shipment
reaches your country. The extra charges for customs clearance must be paid by
you; we have no control over these charges and cannot predict what they may be.
Customs and brokerage policies vary widely from country to country and from
carrier to carrier; you should contact your local customs office or shipping
carrier for further information. Also, when ordering from us, you
are considered the importer of record and must comply with all laws and
regulations of the country in which you are receiving the goods.
Please be aware that cross-border shipments are subject to
opening and inspection by customs authorities. Also, we may provide certain
order, shipment and product information, such as titles, to our international
carriers, and such information may be communicated by the carriers to customs
authorities in order to facilitate customs clearance and comply with local
laws.
If you are unable or unwilling to pay customs clearance or any
other costs associated with delivery, any
costs we incur to return, destroy, or clear your order will be deducted from
any refund you may be due (not to exceed the total amount paid).
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Canceling an Order
You can cancel your order within the first 90 minutes after you
place it. Just use the YOUR ACCOUNT tab at the top of your browser window, then
click on Recent Orders and
look for the CANCEL button. (Once your order's status has changed from "New" to
"In Process" – usually about 90 minutes after the order is placed – it can no
longer be canceled.)
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Returns Policy
We want you to be happy with your order! If you are
dissatisfied with your purchase, in most cases you may return it to us.
To return an item to us, contact customer service via
any of the methods listed below and obtain a Return Authorization number (RA#).
This is required for the warehouse to process your return. Any items
returned without an RA# will not be considered returned, and no refund or
exchange will be possible for them.
No refunds are available for clothing, videotapes, CDs, DVDs,
or computer software. Only exchanges are available for these items.
No refunds are available for memberships, because we contract
in advance for publications and shipping.
Items returned to us must be shipped via USPS or UPS Ground
within 15 days from date of receipt. Returns shipped other than USPS/UPS Ground
charges will not be reimbursed.
Items returned must be in the original packaging with a copy of
the invoice paperwork that was enclosed with your order.
To received a refund or exchange, the item(s) must make it back
to our warehouse in an unused and re-sellable condition. Any loss or damages
that occur during shipping back to our warehouse are the responsibility of the
sender and may result in the return not being credited.
Shipping and handling charges cannot be refunded unless the
product is damaged, defective or mis-shipped. New shipping and handling charges
will be applied to exchanges is necessary. Customs and duties cannot be
refunded.
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Fan Dollars / Decipher Dollars
Fan Dollars (formerly known as Decipher Dollars) are awarded based on purchases by other customers
of qualifying merchandise or memberships as defined by our
Code Rewards program.
Some Fan Dollars rewards are available to be spent immediately.
Other rewards are "pending"
and become active approximately 35 days after they are
earned, or when the related transaction is 100% complete.
If the purchasing customer cancels, returns, or exchanges the
qualifying purchase, the reward associated with that purchase will be canceled.
You may not use your own customer code to earn Fan Dollars rewards. We reserve the
right to cancel any Fan Dollars that, in our judgement, were acquired fraudulently.
Fan Dollars may be applied toward your merchandise subtotal; they may
not be used to pay shipping, handling or tax. We reserve the right
to limit the merchandise which may
be purchased, and the manner in which it may be purchased, using Fan Dollars.
Fan Dollars credits are considered coupons, have no cash value, and may not be redeemed for cash.
If merchandise purchased using Fan Dollars is canceled, returned, or exchanged, the Fan Dollars
used in that purchase are void and nonrefundable. Your first free Fan Dollars expire 90 days after issuance,
unless within 90 days you spend them or earn additional Fan Dollars.
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Contact Customer Service
If you have any questions or problems regarding your order,
and the information on this page did not answer your question, you can
contact our Customer Service department by
clicking here.
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Thanks for visiting us!
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