Things to Know:
Litho: A shortened term for Lithograph
BSN: Biowares Social Network
DLC: Down-loadable Content
OCE: order confirmation email
SCE: shipping confirmation email
USPS: United States Postal Service
XPO: Express Postal Options International
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Table of Contents
0.0 - General
..0.1.0 The Bioware Store:
....0.1.1 Where is the store based?
....0.1.2 Is there a physical retail outlet (storefront)?
....0.1.3 Does Bioware own and operate this store?
..0.2.0 The Bioware Store Forum:
....0.2.1 What should I feel free to discuss and/or ask about?
....0.2.2.0 Things you should NOT discuss or ask about:
......0.2.2.1 What about EA video-games, DLC, or Bioware Points?
......0.2.2.2 What about other stores?
..0.3 I have a specific question relating to the Bioware Store that is not covered in this FAQ - who should I ask?
..0.4 Who's the boss?
01.0 - Product Information
..01.1 I have an idea for a product - who should I tell?
..01.2 Something is out of stock - will it be restocked? If so, when?
..01.3 How can I stay informed about restocks and new products in the store?
..01.4.0 Lithographs:
....01.4.1 Regular Lithographs - whats so special about them?
....01.4.2 Mini Lithographs - whats the difference?
....01.4.3 Are there any unique Lithographs?
....01.4.4 I missed out on a limited edition Lithograph - will there be more?
..01.5.0 Apparel:
....01.5.1 Will it fit?
....01.5.2 Will it shrink?
..01.6.0 Music, Posters and Accessories:
....01.6.1 Will there be a physical soundtrack released?
....01.6.2 Will the DA:O letter opener's pass customs?
....01.6.3 Shouldn't the books/tabletop-games be available elsewhere?
....01.6.4 A poster has disappeared - will it be back?
02.0 - Support
..02.1.0 Ordering:
....02.1.1 How do I place an order?
....02.1.2 How do i know if my order has been accepted?
....02.1.3 How do i know if my order has been shipped?
....02.1.4 I ordered a "Pre-Order" item - when will I get it?
..02.2.0 Shipping:
....02.2.1 I live near Denver/Austin/Fairfax/Montreal - can I pick my order up from Biowares office?
....02.2.2 How much will shipping cost?
....02.2.3 How will my item(s) be shipped?
....02.2.4 From ordering to delivery - how long will it take?
....02.2.5.0 There was a problem with my shipment:
......02.2.5.1 What if my shipment is taking 'too long'?
......02.2.5.2 What if I'm missing something I ordered?
......02.2.5.3 What if what I ordered is damaged upon delivery?
..02.3.0 Technical:
....02.3.1 How do I create a support case?
....02.3.2 How do I change my accounts password?
....02.3.3.0 I'm experiencing a problem with the site - who should i report the error to?
......02.3.3.1 "Checkout overload"
......02.3.3.2 "Blank order history"
0.0 - General: Covers general knowledge about the Bioware Store and this forum.
..0.1.0 The Bioware Store: The Bioware Store is one of many virtual stores in the business of providing gamers like you with amazing gear that relates to the games that interest you the most.
....0.1.1 Where is the store based? Unlike Bioware, which has many locations and is known to mainly operate out of Alberta Canada, the Store actually operates out of Denver, Colorado, USA. Be sure to take this under advisement when considering hours of operation and shipment information.
....0.1.2 Is there a physical retail outlet (storefront)? No. The virtual Bioware Store is the only place where you can purchase the products and gear displayed within (there are very few exceptions to this - 01.6.2/01.6.3).
....0.1.3 Does Bioware own and operate the store? No. The Store is actually run by a marketing company known as Treehouse Brand Stores. Bioware is a client of theirs, however, so rest assured; the products sold by the Store are all licensed by Bioware.
..0.2.0 The Bioware Store Forum: Where you are now; a forum found within the BSN that serves as a place for discussion concerning the Bioware Store.
....0.2.1 What should I feel free to discuss and/or ask about? If Mr. Priestly's Announcement wasn't clear enough, you may talk about anything you want as long as it significantly relates to the Bioware Store or its products.
....0.2.2.0 Things you should NOT discuss or ask about: Simply, other subjects and opinions that don't concern the Bioware Store should be shared elsewhere on the BSN.
......0.2.2.1 What about EA video-games, DLC, or Bioware Points? Even though the products in the Bioware Store are based on and inspired by EA video-games, the games themselves are sold elsewhere and have many other forums to support them. Similarly, even though DLC and Bioware Points are purchased through the BSN, the Bioware Store has nothing to do with either of them - if you have questions concerning either, you should take it up with the game forum that relates to the DLC, the points forum, or (as a last resort) EA Support.
......0.2.2.2 What about other stores? This forum is created and maintained by Bioware for a store selling Bioware licensed products; thus, discussion of other stores selling other products not licenced by Bioware between third parties is forbidden.
..0.3 I have a specific question relating to the Bioware Store that is not covered in this FAQ - who should I ask? Go ahead and post a new topic on the forum to ask - be sure to check the forum first to make sure no one else has recently asked the same question.
..0.4 Who's the boss? As this is still the BSN, one may look to the Community Staff (Moderators and 'Bioware'), but "Bioware Store Jedi" and "Ms. Domino" are the harbingers of Treehouse Brand Stores. If it's knowable, they know it, but please facilitate the forums and Treehouse's own support capabilities before contacting them - Jedi can use the force, but he's still only human.
01.0 - Products: Covers general information and knowledge concerning the products listed in the Bioware Store.
..01.1 I have an idea for a product - who should I tell? Everyone - through the use of the forum. There is a high chance the item your thinking of has already been thought of by another and could even be in development - check the sticky "Future items" to learn more. If you don't find it, go ahead and make a post in that sticky or make a new thread in the Bioware Store forum. If enough people like an idea and respond positively, the idea may see the production lines some day.
..01.2 Something is out of stock - will it be re-stocked? If so, when? It depends largely on what the item is, how long it was in stock, and what game it relates to. If the item wasn't in stock long (sold fast) and relates to a more popular game, particularly in a generic way (N7 Logo), the chance of it getting restocked more-often is higher (an example would be the Black N7 Hoody). Then, as a game gets older, so does it's fan base - for instance, most DA:O related products will eventually be phased out or canceled entirely due to its successor DA2 becoming more popular (an example would be the DA:O Posters). And if it needs to be said, items considered Limited Edition are just that - limited, and likely won't be restocked. For specific items, you can always ask by creating a new thread on the forum - be sure to search for your answer first.
..01.3 How can I stay informed about re-stocks and new products in the store? Keep an eye on the forum and get your social networks calibrated; the Bioware Store Jedi will likely post updates concerning release dates, and related social feeds (Twitter and Facebook) should do the same.
..01.4.0 Lithographs: They represent highly detailed images from varied locations within your favorite game, created by individual artists on Bioware's staff, and captured on high quality (100lb) paper for display. For more information concerning Litho's that's not covered within this FAQ, check the Litho FAQ here.
....01.4.1 Regular - whats so special about them? All regular Litho's are sized 18x24 inches and priced at 40 USD (originally $30). What is so unique about the regular Litho's is that they are all Limited Edition - a set number are printed (300-500, depending on the Litho), and then each are signed and numbered by the artist who originally created the image.
....01.4.2 Mini's - whats the difference? One difference is something the name obviously implies - these Litho's are only 12x16, 33% smaller than the regulars. Also, a lot more of each are printed, and these are NOT numbered or signed by the artist. They are sold in various 2-packs for 30 USD.
....01.4.3 Are there any unique Lithographs? Rarely. The first unique release was "Kirkwall", a DA2 Litho that, when compared to a regular Litho, was the same in almost every respect - except it was 22x39, almost 33% taller and more than 50% wider.
....01.4.4 I missed out on a limited Lithograph release - will there be more? Depends which release you missed out on. Litho's are sometimes combined into a pack of two or three unique Litho's when first released - these will be sold during two separated releases on a single day. Then, the Litho's that are not separated into packs will be sold as singles at a later date. At an even further point down the time-line, the last sale will commence - this includes the final few Litho's of that certain type that were held back to cover possible damages. After this last release, there will be no more regular Litho's sold by the Bioware Store depicting that particular image. However, it may be released sometime in the future as a Mini (01.4.2).
..01.5.0 Apparel: Basic info about Bioware Stores shirts, thermals, hoodies, and other articles of clothing.
....01.5.1 Will it fit? Each size should accurately reflect that which you are used to. If in doubt, measure yourself and use the size chart provided for each article of clothing to pick out the best match.
....01.5.2 Will it shrink? Most articles of clothing sold by the Store are 100% cotton so they will shrink if you wash them in warm/hot water and use high heat in the dryer the first time they get washed, and 95% of the blanks that the Bioware Store purchases are not pre-washed, BUT the fabric must pass a test on shrinkage - no more than 2.5% - so any shrinkage under normal washing should NOT be an issue.
..01.6.0 Music, Posters, and Accessories: A few particularly common questions involving a few of the stores less common products.
....01.6.1 Will there be a physical soundtrack released? There are no such plans for either game. Please note that if you purchased the Collectors Edition of DA:O or the Digital Deluxe Edition of DA:O or ME2, you have access to the respective original soundtracks, however these would be on the bonus DVD (not a CD) and there would be little difference between them and those tracks available online for download.
....01.6.2 Will the DA:O letter opener's pass customs? Depends on the country. The word "sword" is in the description of the product, which will likely attract the attention of a customs official. Note that the letter opener is only 7" long (the blade itself being shorter). Be sure to contact the customs office that handles your shipments and ask if it will be considered a 'letter opener' instead of a 'weapon' before ordering.
....01.6.3 Shouldn't the books/tabletop-games be available elsewhere? Yes; they are simply listed on the store for your convenience. They can all be found online, while the novels can probably be found within your local bookstore, the table top games will be in any hobby shop, and the strategy guides should be available at your local video-game store. (The ME2 Artbook is likely the only exception).
....01.6.4 A poster has disappeared - will it be back? No. An item that has been permanently moved off the Stores site (instead of just receiving an "out of stock" tag) likely will never return. Posters are commonly removed this way, as they are all 20% off for a reason.
02.0 - Support: Covers various support topics.
..02.1.0 Ordering: Basic information concerning the ordering process.
....02.1.1 How do I place an order? The process is simple - just make sure you have added all the items you want to your cart and log in. Then, open up your shopping cart, and click "Proceed to Checkout" so you can specify payment and delivery options.
....02.1.2 How will i know if my order has been accepted? After your order has been placed, you should be greeted with a screen saying just that. You will receive an order confirmation email (OCE) soon after that includes a receipt and your order number, and a selection under your Treehouse profile labeled "See Orders" should reflect the same.
....02.1.3 How will i know when my order has been shipped? You will receive a shipment confirmation email (SCE) that should contain a tracking number (depending on who you chose to ship your items.)
....02.1.4 I ordered a "Pre-Order" item - when will I get it? The pre-order item should say when it will be available. The item will not ship and you will not be charged until after this date. Please note that any other items ordered at the same time as the pre-ordered item will also be held back until the release date.
..02.2.0 Shipping: Basic information concerning the shipping process.
....02.2.1 I live near Denver/Austin/Fairfax/Montreal - can I pick my order up from Biowares office? No.
....02.2.2 How much will shipping cost? It varies drastically due to all the variables. The cost will depend on whether you are domestic (USA) - and choose 2-day or standard, or international - and choose USPS or XPO. It would also depend on the number and weight of the item(s).
....02.2.3 How will my item(s) be shipped? In a box. Levity aside, most items come in a single box. If you order a significant amount of product, or multiple products that have different requirements concerning shipping methods (such as most Litho's being shipped flat), you will receive more than one package.
....02.2.4 From ordering to delivery, how long will it take? Once again, it depends on where you live and choices in shipping. If you are domestic and choose 2-day, it should take less than a week, while international shipments could take 2-3 weeks.
....02.2.5.0 There was a problem with my shipment:
......02.2.5.1 What if my shipment is taking 'too long'? If a significant amount of time has passed (1+ weeks with no SCE, 2+ weeks domestic delivery, 4+ weeks international delivery) and you don't have a tracking number, feel free to create a support ticket to see if the store has any information for you concerning your order.
......02.2.5.2 What if I'm missing something I ordered? You may have ordered items that could not be packaged together, and thus were shipped separately - for some self-assurance, check the box you did get to see if there's a sticker on it like this; the fraction dictates which box you did get, and points out how many you're waiting for. So, if you do not receive the missing item within a day or two, feel free to open a support ticket explaining the issue.
......02.2.5.3 What if something I ordered is damaged upon delivery? Attempt to ascertain how the product came to be damaged and take pictures if you have a camera available. Then create a support ticket concerning the product.
..02.3.0 Technical: Basic information concerning technical problems you may have with the website.
....02.3.1 How do I create a support case? Log into your account on the Bioware Store, click your accounts name where "Guest" was previously displayed, and select "Contact Support". Title the ticket accurately, select an item that best relates to the problem your experiencing, and accurately explain what the problem is - be sure to include the order number and any other significant information.
....02.3.2 How do I change my accounts password? When you go to log in, select "Forgotten your password?" so that you can have an email sent to you in order to reset the password. If you are already logged in, simply log out to access this option.
....02.3.3.0 I'm experiencing a problem with the site - who should i report the error to? Open a support case and explain the issue you are having with the website. Describing exactly what the error is and what you were doing prior to the error would help. If you do not have an account through the store or the error has somehow made you unable to open a support case, feel free to post the issue on the forum.
......02.3.3.1 "Checkout overload" - A common error happens during significant Store activity. The server simply has trouble verifying the massive amount of orders placed in such a short amount of time. If you're having trouble checking out, simply try again - Treehouse is working towards a greater server capacity.
......02.3.3.2 "Blank order history" - A rare error involves not displaying a users order history - Treehouse is working to correct this. Rest assured, if your order history is blank after recently ordering an item but you still received an OCE, the order was successfully made.
Modifié par Dsurian, 10 mars 2011 - 11:04 .
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