FREQUENTLY ASKED QUESTIONS
FAQs
Please read before calling so we may assist you most efficiently. Thank you!
Q. My game or puzzle is missing pieces, what do I do?
Q. I lost a part to a game/puzzle, can I order replacement parts?
Q. What do I do about missing parts from a game purchased secondhand/from Goodwill?
Q. Where can I find my game instructions on your website?
Q. Can I order games directly from you?
Q. I live in Canada, where can I find your games?
Q. I don’t have access to a computer; can you mail me the instructions and/or a solution sheet?
Q. My game is defective and the retailer will not accept a return. How do I return it to you?
Q. How do I get a solution sheet for my Hanayama puzzle?
Q. My game has missing components. What do I do?
Q. Do you provide donations for charity organizations or families/individuals in need?
Q. I need clarification on the rules of a game. How can I get clarification?
Q. My game or puzzle is missing pieces. What do I do?
A. Don’t panic! Puzzle and game pieces are tricky critters and sometimes wander out of sight. If you believe you are missing a piece, be sure to search every nook and cranny of the room you were playing in before calling to report the piece as missing. It may be stuck in the box/packaging, dragged off by a pet or child, or snagged on a piece of clothing. We recommend giving your search a few days to see if the piece shows up somewhere unexpected. Still no luck? We may be able to help. Please refer to our replacement parts policy below. If you have any questions, please email us: consumer@ugames.com
Replacement Parts Policy:
If your game or puzzle is missing a piece or is defective due to manufacturer error, please email the following information to consumer@ugames.com :
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Name, address, and phone number/email
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Name of product or provide item number (located beneath logo)
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Batch code: this number is either etched into the box, or printed at the end of the fine print. It begins with the letter “B” followed by six digits and the month/year (this code tells us when and where a product was made, so we can address any quality control issues).
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Name of retailer or online vendor where the game/puzzle was purchased.
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Briefly describe the issue with your game/puzzle. For 3D Crystal Puzzles, please provide the piece number that is missing (use the instruction sheets provided on our website to identify the piece number).
Please note, we can only send replacement pieces for games and puzzles that are currently in production. For a discontinued item, there is no guarantee we will have the part or piece that you need, but if you email us your inquiry, we will do our best to help you.
**Games and puzzles purchased secondhand are not covered in our replacement policy**
Q. I lost a part to a game/puzzle, can I order replacement parts?
A. We do not sell replacement parts/pieces for newly purchased items. As long as the game is still current/in production, we may be able to provide parts or pieces. If you are requesting parts for an older game, it is possible it is discontinued and parts/pieces are no longer available. Please email your inquiry to consumer@ugames.com and we will do our best to assist you.
Q. What do I do about missing parts from a game purchased secondhand/from Goodwill?
A. Games purchased secondhand (i.e. garage sales & thrift stores) are not covered by our replacement parts policy.
Please note: When making a secondhand purchase, we highly encourage you to double check that the product has all the components.
Q. Where can I find my game instructions on your website?
A. If you are looking for instructions to one of our games, and do not see it listed on our website here (Instructions and Solutions page) please email at consumer@ugames.com which game instructions you need. and we will see if that information is still available. With discontinued games, or games produced by brands prior to our acquiring them, not all information is available. However, please email and we will research for you.
Q. We’ve gone through all the question cards so many times that we all know the answers. Do you have expansion packs?
A. At this time, we are only producing expansion packs for Smart Ass and Smart A**. If you are playing another game and feel it deserves an expansion pack, we are happy to hear your suggestions. Please email them to us at consumer@ugames.com.
Q. Can I order games directly from you?
A. University Games is a game manufacturer and distributor, so we sell directly to major retailers like Target, Wal-Mart and Amazon.com and local retailers only. If you are interested in buying one of our products, you can order directly from www.areyougame.com or call 1-800-347-4818 to order.
Q. I live in Canada, where can I find your games?
A. We sell our product at various Canadian retailers like Target, Wal-Mart, Homesense, TJMaxx and Amazon.ca.
Q. I don’t have access to a computer; can you mail me the instructions and/or a solution sheet?
A. Please call 800-347-4818, and if the instructions are available, we will mail them to you.
Q. My game is defective and the retailer will not accept a return. How do I return it to you?
A. If you are unsatisfied with one of our products, please email us at consumer@ugames.com describing the issue. As long as the game/product was purchased recently (within 6 months), and is still a currently produced item, we will do our best to remedy any manufacturing problems.
Q. How do I get a solution sheet for my Hanayama puzzle?
A. To obtain the solution sheet for the Hanayama cast puzzles, please send an email to consumer@ugames.com and provide the following:
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Full title of the item
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Item number of the product located in the bar code on every product
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A description of what you need
Q. My game has missing components. What do I do?
A. If a retailer is unable to issue you a replacement or refund for one of our products, we can only provide assistance with games purchased within past 6 months. Please contact us via email at consumer@ugames.com providing the following:
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Full title of the item
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Item number of the product located in the bar code on every product
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Detailing the problem, you are experiencing
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A copy of the receipt or proof of purchase.
Q. Do you provide donations for charity organizations or families/individuals in need?
A. Please send us a detailed letter describing what you are seeking with all information and documentation (if applicable) to the address below or an email to consumer@ugames.com with your donation request. It will be reviewed in a timely manner.
University Games
c/o Donations
2030 Harrison St.
San Francisco CA. 94110
Q. I need clarification on the rules of a game. How can I get clarification?
A. There are many great demonstration videos available for our games on this site and on YouTube. If a search for a particular game's videos does not answer your questions, please call or send us an email to consumer@ugames.com. Please specify what you need assistance understanding, and we will be happy to clarify the rules for any current game.
(click on any question to find the answer - It's like a game!)
For Instructions and Solutions please click here: Instructions & Solution Page