FAQ

The most important questions first...

  • After the shipment, you will automatically receive an email with the tracking number to the email address you used to place the order. We ship with DHL/Deutsche Post. You can find the tracking information here: https://www.dhl.com/de-en/home/tracking.html
  • If you have set up an account with us and placed your order through this account, you can also view the tracking number in your account.
  • If you still have any questions, please send an email to versand@spielmaterial.de
  • In general, we can still change an unpaid order (prepayment by bank transfer), but hardly a paid one, as the packing process has already started. It’s not easy to stop and adjust the packing slip. If we manage to do so, it requires additional effort, for which we charge a fee of 2 EUR.
  • Sometimes we are very quick, and your shipment might already be in transit before it can be retrieved. Our entire processing system is not designed for short-term changes. Therefore, we can rarely accommodate such requests.
  • This is not express shipping. “Preferred” means that your order will be packed ahead of all regular orders, essentially getting priority. Regardless of when you placed your order, it will usually be packed on the same day. Whether it ships the same day depends on the order intake and the packing process: package pickup is around 11 AM, and Warenpost pickup is around 3 PM.
  • The additional fee for preferred handling is 1 EUR. Typically, this results in a shipping time that is 1-2 days faster. However, this still depends on our shipping provider, DHL.
  • We have an online system, which means you can see the available quantities of an item online. If not all colors/types are selectable for an item, it simply means that this color/type is sold out and currently unavailable for purchase. You can inquire about the availability of the desired color/type by emailing info@spielmaterial.de.
  • For our standard parts, you can also order items that are out of stock because new stock will be available shortly. This will extend the delivery time by a few days, as we do not make partial deliveries.
  • As described above, feel free to ask.
  • Basically, you can add items to the “Wishlist” to find it more quickly later. For many items you can also select the “Notify me when the item is available” function, then you will automatically receive an email when it comes back into stock.
  • Quantity discounts are displayed for each item.
  • If you need significantly more units at once, please contact us at grossmengen@spielmaterial.de, and we will provide you with a specific offer.
  • We can produce individual components as well as entire games for you. You can find all the information here.
  • You can also visit our WIKI for further information: https://www.spieleerfinden.de/
  • If you have a complaint, missing or defective parts, please send us an email at reklamation@spielmaterial.de with your order number and preferably a photo of the damage.
  • We will address the issue with you promptly. Please note that the responsible staff member is only available in the mornings.
  • Simply send us the correct data, and we will make the changes. If a shipment has already been handed over to DHL, it is usually not possible to change the recipient address.
  • If you are ordering from an EU country and have an EU tax number that is not yet noted in your account, it is important to inform us BEFORE making a payment for an order. We can still change an unpaid order, but hardly a paid one, as the process has already started, and the tax basis of the order has been transmitted to the tax authorities.
  • Resellers can apply for an appropriate account. Please send us proof of your business activity (business license or similar) and (if in the EU) your EU tax number.
  • For terms and conditions, please inquire at haendler@spielmaterial.de.
  • Availability: The status of the items is shown.
  • Advice: We are happy to advise you on game development. Feel free to have a look at the wiki beforehand.
  • AI-creations: We've never used AI-created pictures and we are never going to use those. If for any reason we would use AI-created pictures, we will make it very clear by marking the picture or exposing it as AI-created. See Illustration.
  • Bank transaction: For bank transactions, use www.spielmaterial.de, MLP Finanzdienstleistungen Wiesloch, IBAN DE54 6723 0000 4489535222.
  • Billing address: See Invoice Address
  • Broken items: Please provide us pictures of any broken or imperfect item so we can analyze mistakes.
  • Blank material: If you want to make your own game, click here for the appropriate material.
  • Business partner: If you are interested in our articles as a reseller, we will be happy to provide you with our dealer conditions.
  • Catalogue: A catalogue can be downloaded in each category you click on.
  • Changes: As long as an order is unpaid, we can add, delete, or change things. After payment, the order directly goes to packing and changes will not be manageable.
  • Charity items: We have assigned several products to charity organizations. All the revenue from sales from these products is forwarded to them. You can find these products here.
  • Credit card payments: We use the PayPal system. You do not need to have a PayPal account.
  • Custom fees: When shipping outside the EU, local customs may set fees for your shipment. We have no influence on this.
  • Creative: Here we show you a few ideas of what you can do with our products.
  • Crowdfunding: Here you can find all current and past projects.
  • Colors: Our 12 standard colors are Yellow, Red, Blue, Green, Orange, Pink, Purple, Grey, Brown, White, Black, Nature. Click here to have an overview of all colors.
  • Caricatures: Have you seen the great caricatures of our team? We can gladly have some made for you on request.
  • Delivery: We use DHL/Deutsche Post for deliveries. More information can be found at the bottom of each page under "Delivery and payments".
  • Delivery Address: www.Spielmaterial.de - Stammesweg 19 - 41065 Mönchengladbach - Northrhine Westfalia - Germany - This Address is for large deliveries like europallettes.
  • Delivery time: The usual running time of parcels and letters in Germany is 2-3 working days after payment. Outside Germany, the running times are longer; within Europe, please consider a running time of 4-5 working days after payment. Please note that these are usual times and we have no influence on this.
  • Express Shipping: Within Germany, we offer express shipping. Express deliveries abroad are more complex. If you place your order before 12 noon, we will ship it the same day; otherwise, it will be shipped the next day. For more details, please see the delivery conditions.
  • Etsy: we are also represented here
  • Facebook: Yes, we also have an account on Facebook.
  • Fairs: We visit the SPIEL fair in Essen/Germany, the Spielwarenmesse in Nuremberg, and the Göttinger game author's convention every year. In addition, from time to time, we also visit other games events (e.g., Cannes, Eindhoven, Munich, Stuttgart). Information can be found on the first page.
  • Free of charge: In return, we ask you to answer the questions attached to the articles for us so that we can improve our service even further.
  • Feedback: We welcome your feedback at info@spielmaterial.de.
  • Gifts and gift cards: You'll find a selection of gifts and cards here.
  • Game inventors: We will be happy to advise you. Please have a look at our Wiki first.
  • Help: For support, email us at info@spielmaterial.de.
  • Individual products: We also offer individual production of game pieces, game boards, playing cards, etc. You can find more information here!
  • Instagram: Visit us here.
  • Invoice Address: www.Spielmaterial.de - Pescher Straße 235 - 41065 Mönchengladbach - Northrhine Westfalia - Germany
  • Invoice: Please note that the invoice is always included in your package. You are welcome to download the invoice from our customer portal. To do this, log in as usual, go to "My orders", click on the "Invoices" tab, and find "Print as pdf" there.
  • Illustration: We work with a selection of human artists (no AI) for all our printing, graphics & illustration needs. See our befriended artists in our Wiki. See AI-creations.
  • KI: Is German for AI. We will never use AI-pictures in our goods. See AI or see Illustration.
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  • Minimum order value: The minimum order value is set to 10€ (without shipping costs); below that handling is economically not reasonable for us - thank you for your understanding. However, you can add a surcharge for small quantities to reach the minimum amount.
  • Mücke Spiele: In our publishing unit, we only publish games that derive from our game author's competitions. Visit us here.
  • Merchandise: Here you can find all the things that the Pöppel family plays with even without playing...
  • Neutral delivery: We are ready to send items to your clients in neutral packaging; however, as this requires additional work, we charge a flat fee of 5 EUR for this service.
  • New: This category features the newest entries to our shop.
  • Office Address: Pescher Str. 235, D-41065 Mönchengladbach/Germany
  • Office hours: Our office is staffed from 7:00 am to 5:00 pm on workdays - note the office address.
  • Orders: You can place orders via fax (+49-2161-9922981) or email in case the shop has problems, simply by sending us a screenshot of your shopping cart together with the necessary invoice data.
  • Order volume: We do not count larger quantities but use a piece count scale. In this case, we always add a little more to cover breakage and weight deviations (wood is a natural product). Nevertheless, you should always order a little more than the effectively necessary quantity.
  • Offer of the month: In this category, we will present really cheap special items every month. So check back every now and then!
  • Paypal: Our PayPal address is info@spielmaterial.de; to that address, you can make payments indicating your name and order number.
  • Payment options: At www.spielmaterial.de, you can pay via credit card, PayPal, direct banking, or bank transaction.
  • Pawn Family: The Comics of the Pawn Family can be found here.
  • Pinterest: Our page can be found here.
  • Pick-up: Although we do not have a shop, customers can pick up items and orders at our office/warehouse Pescher Str. 235, 41065 Mönchengladbach/Germany.
  • Pictures: Pictures in the shop are samples. We have no control over wood grain or residue from production.
  • Production requests: Please send to support@spielmaterial.de; also note our WIKI.
  • Production: Wood items are produced in milling and turnery machines. Finish: Grinding, coloring, polishing in barrels. Colors and varnish are water-based (ecologically compatible and solvent-free). Pad printing and hot-foil stamping with EN 71-conform colors and foils, free of heavy metals.
  • Quality: Naturally, our products comply with the guidelines of the European Union. The wood used is FSC-certified.
  • Re-shipment: In case you want to return pieces bought, you can contact us to optimize that process. In any case, the return address is Pescher Str. 235, 41065 Moenchengladbach/Germany.
  • Resellers: We offer special conditions for resellers. Please contact us for details.
  • Return policy: You'll find the conditions in the footer and here.
  • Reverse auction: In these auctions, the seller makes an offer to sell, and as the waiting time increases, the sale amount decreases. - The longer you wait, the greater the chance of getting a better price. But someone else might beat you to it.
  • Register: To keep track of your order, register here first.
  • Rating: We look forward to your rating on Google.
  • Spreadshirt: We have a Spreadshirt shop.
  • Shipping costs: The shipping costs depend on the weight and volume of your order. If you are not sure about the value of the shipping costs, you can initiate the checkout. In the process, the shipping costs are shown BEFORE the payment is made. You can stop the process and/or change items then. See also: Delivery and payment conditions.
  • Shipping time: The shipping time within Germany is 2-3 working days, in Europe 4-5 working days, and worldwide approximately 4-7 working days. Please note that our service depends on several shipping companies and our influence on the shipping time is limited. We cannot guarantee the shipping times, though. See also: Delivery and payment conditions.
  • Stadtguthaben MG: We are also part of it, pay with your Stadtguthaben MG card on the spot.
  • Schools: Take a look at our category that we have created especially for schools.
  • The Pawn family: They are part of our webpages. You can find their adventures here.
  • TikTok: Yes, we do it - here.
  • Tracking code: When your sending is dispatched, you will receive a tracking code to follow the status of the delivery.
  • Twitter: Yes, we also have an account on Twitter.
  • Team: Would you like to get to know our team? Just click here.
  • Used games: We evaluate the condition of used games and categorize them:
    • A - nearly new, absolutely nothing that could be said against it
    • B - slight signs of usage - In most cases only the box has minor defects
    • C - games that show harder wear and tear. If there are parts missing or parts are being replaced, we'll notify you via the article's shop page. Please check the text properly before buying.
  • User account: See registration.
  • Unavailable or sold items: Most of our selection is constantly available; the most basic items can be ordered even when they're not in stock because they're produced fast. Complex items like printed tokens are another thing. Delivery of complex items can take 1-2 months until they're back in stock.
  • VAT: The German VAT will be added to all orders within Germany and the EU countries. Enterprises located in the EU can claim a VAT-free delivery by registering and providing a valid EU-VAT number BEFORE placing an order. Clients from outside the EU can shop duty-free. They have to register in the shop so we can set up their account accordingly.
  • WIKI: Our WIKI informs about special solutions and the handling of our products.
  • Wrong items: In case you received the wrong parts, please email info@spielmaterial.de providing your name, the order number, and the wrong items received. We will clarify the case as soon as possible.
  • Wood: The wood we use is mostly beech or maple (cross-grained wood). Some birch is sourced from German woods and neighboring countries (Austria, Italy, Switzerland), from sustainable agriculture.
  • www.spielmaterial.de: www.spielmaterial.de only exists because I am working myself as a game author and often was disappointed about the possibilities to find useful materials. It started with the production of counters which I needed urgently for one of my games but could not be found elsewhere. Starting with this, the shop assortment rose continually. Today, there are many, many customers, and - quite interestingly - the percentage of foreign orders is about 50% with customers from all parts of the world. Thank you very much!
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