Need Help?
If you have an issue or question that requires immediate assistance, you call us at:
(814) 515-8436
Customer Service During Store Hours Only.
If we aren’t available or you'd rather chat digitally, drop us an email at info@gootzygaming.com.
Please note that our social media inboxes are not routinely monitored due to lack of staffing. Please contact us directly so we can address your question or concern promptly!
Ordering FAQs (Updated 1/2026)
Q: “How long will it take to complete my order?”
Non-3D Printed Items usually ship within 3 business days. Note: store is closed Tues/Wed. each week.
Q: “How will I know when my order is complete?”
You will receive an email for order confirmation and a separate email with a tracking number once we have completed your order. You can also track your order using the "Shop" Shopify app.
Unless there is an issue with your order, you likely won't hear from us besides those emails! This doesn't mean your order is not in progress or not being worked on! If you would like an update and it is close to end of the fulfilment window, feel free to contact us via methods on the "Contact Us" page.
Unless there is an issue with your order, you likely won't hear from us besides those emails! This doesn't mean your order is not in progress or not being worked on! If you would like an update and it is close to end of the fulfilment window, feel free to contact us via methods on the "Contact Us" page.
Q: “Can I modify my order after it has been placed?”
We cannot modify an order after it has been placed.
Q: “Do you do returns, exchanges, or cancellations?”
All sales on our website are absolutely FINAL (no returns or exchanges), as we cannot determine what has happened to minis, paints, and other hobby supplies once it's been in the customer's hands.
We only accept order cancellations in the event that a duplicate order was placed. The orders must be identical and this is 100% at Gootzy Gaming's discretion.
We review orders as they come into our queue and plan our print runs. This helps us get as many minis produced as possible in the limited hours of each day. We also pull orders for hobby products as soon as the come in. Because of this planning and queuing process, we cannot accept order cancellations for any other reason.
If an item is damaged by the shipping courier, please message us so we can work with you to determine next steps (replacement, refund, etc.). Please do not discard any materials or items.
By placing an order at Gootzy Gaming.com, you agree to understanding that your order cannot be canceled, exchanged, or refunded after it is placed. You also agree that you waive any options of a credit card chargeback, and that you agree to work directly with Gootzy Gaming for action on order concerns.
We only accept order cancellations in the event that a duplicate order was placed. The orders must be identical and this is 100% at Gootzy Gaming's discretion.
We review orders as they come into our queue and plan our print runs. This helps us get as many minis produced as possible in the limited hours of each day. We also pull orders for hobby products as soon as the come in. Because of this planning and queuing process, we cannot accept order cancellations for any other reason.
If an item is damaged by the shipping courier, please message us so we can work with you to determine next steps (replacement, refund, etc.). Please do not discard any materials or items.
By placing an order at Gootzy Gaming.com, you agree to understanding that your order cannot be canceled, exchanged, or refunded after it is placed. You also agree that you waive any options of a credit card chargeback, and that you agree to work directly with Gootzy Gaming for action on order concerns.
Q: “Do you accept custom orders or requests?”
We are currently not accepting 3D printed custom project requests for individual customers due to limited availability. This includes model re-scales.
Some laser cut items can be customized or personalized. This is normally noted on the listing. If you have questions regarding custom engraving, please contact us via email.
If you are a designer or business looking for a large project or wholesale options, please contact us via email to discuss.
Some laser cut items can be customized or personalized. This is normally noted on the listing. If you have questions regarding custom engraving, please contact us via email.
If you are a designer or business looking for a large project or wholesale options, please contact us via email to discuss.
Shipping FAQs
Q: “How will my order be shipped?”
We ship all orders with tracking. You will receive a tracking number via the email you entered at checkout once the order has been completed. It may take 48 hours for the tracking number to update.
Our standard shipping is through USPS. We drop packages off at our local USPS post office daily in the late afternoon Monday through Saturday.
All minis are wrapped in bubble wrap and shipped in sturdy cardboard boxes for safe shipping. We have a low break rate over 14,000 packages we've shipped over the past 7 years.
If you know your address has particular needs(like apartment complexes with central shipping rooms) or issues with certain types of packages, please contact us so we can ensure you can receive your package without issues.
At Gootzy Gaming's sole discretion, we may split an order and ship it in separate parts. We will notify you if this is the case. This usually only happens if a particular item is causing a delay.
If you order 3D printed or laser cut items with hobby supplies, your orders will all be shipped together. If you need your hobby supplies faster, we recommend placing a separate order for the hobby supplies so they can be shipped out in 1-3 business days instead of waiting for the 3D printed items to be completed.
Our standard shipping is through USPS. We drop packages off at our local USPS post office daily in the late afternoon Monday through Saturday.
All minis are wrapped in bubble wrap and shipped in sturdy cardboard boxes for safe shipping. We have a low break rate over 14,000 packages we've shipped over the past 7 years.
If you know your address has particular needs(like apartment complexes with central shipping rooms) or issues with certain types of packages, please contact us so we can ensure you can receive your package without issues.
At Gootzy Gaming's sole discretion, we may split an order and ship it in separate parts. We will notify you if this is the case. This usually only happens if a particular item is causing a delay.
If you order 3D printed or laser cut items with hobby supplies, your orders will all be shipped together. If you need your hobby supplies faster, we recommend placing a separate order for the hobby supplies so they can be shipped out in 1-3 business days instead of waiting for the 3D printed items to be completed.
Q: “Can you ship with other carriers besides USPS?”
Yes, we can also ship FedEx or UPS, but additional charges need to be paid.
If you want a different shipping carrier, please contact us prior to placing your order, so we can give you the current cost of that carrier.
If you want a different shipping carrier, please contact us prior to placing your order, so we can give you the current cost of that carrier.
Q: “What should I do if something was broken in the mail despite the good packaging or if the product has a defect?”
Please contact us via email at orders@gootzygaming.com within 3 days of delivery for a no-cost to you (aka free) replacement.
Please attach a photo of the broken item(s), and a photo of the shipping box with your email.
If your order was over $200, we will need to submit a USPS insurance claim on your item, so please keep all packaging materials and broken items.
If you miss the 3 day window to contact us, we likely can still replace your items, but you may be responsible for the shipping cost depending on the item. This is at Gootzy Gaming sole discretion.
In the case of mystery boxes, misprinted / light wear products, and other unique or clearance items, we will work with you to determine a replacement.
Please attach a photo of the broken item(s), and a photo of the shipping box with your email.
If your order was over $200, we will need to submit a USPS insurance claim on your item, so please keep all packaging materials and broken items.
If you miss the 3 day window to contact us, we likely can still replace your items, but you may be responsible for the shipping cost depending on the item. This is at Gootzy Gaming sole discretion.
In the case of mystery boxes, misprinted / light wear products, and other unique or clearance items, we will work with you to determine a replacement.
Q: “What should I do if I think my package was lost or delivered to the wrong address?”
If you packages as marked as delivered, but not actually delivered to you, please contact your local USPS office. We unfortunately don't have any additional information on where USPS may have put the package.
If your item has been in transit for more than 2 weeks, please contact us to submit a missing mail search.
If your item has been in transit for more than 2 weeks, please contact us to submit a missing mail search.
Q: “Can you ship internationally?”
International shipping is currently disabled due to world conditions, tariffs, and other unpredictable factors. We are proud to have shipped to 27 different countries, and hope to resume international shipping in the future.
Product FAQs
Q: "How are your miniatures made?"
We 3D print miniatures on top-of-the-line resin printers to ensure quality is as high as possible. Our miniatures are printed in a custom blend high quality, high detail gray resin with some flex additive to increase durability.
Our production process is designed to get miniatures into your hands that are clean, safe to handle, and ready to paint.
Our process is as follows:
* Prepare the 3D sculpt for the 3D printers and repair files as needed.
* Orient 3D sculpt and do custom support work to ensure minimal marks and hide them in unseen areas of the miniature when possible.
* Adjust printer settings as needed then slice the models into layers for printing.
* Save the file onto a USB and then load the file onto one of our 14 high quality printers.
* After the print is completed, models are removed from the printer and put through a 2 stage ultrasonic cleaning process designed to remove excess resin.
* After the cleaning solution has evaporated off, each model has supports removed by hand.
* After the initial support removal, rough edges and marks are filed down using a diamond-plated hand file.
* After clean-up is complete, each model is put through a curing process with high strength UV lights to ensure a quality model surface.
* After UV curing, models are allowed to rest for around 24 hours, so the chemical reactions are all complete prior to being packaged up for the order.
Our production process is designed to get miniatures into your hands that are clean, safe to handle, and ready to paint.
Our process is as follows:
* Prepare the 3D sculpt for the 3D printers and repair files as needed.
* Orient 3D sculpt and do custom support work to ensure minimal marks and hide them in unseen areas of the miniature when possible.
* Adjust printer settings as needed then slice the models into layers for printing.
* Save the file onto a USB and then load the file onto one of our 14 high quality printers.
* After the print is completed, models are removed from the printer and put through a 2 stage ultrasonic cleaning process designed to remove excess resin.
* After the cleaning solution has evaporated off, each model has supports removed by hand.
* After the initial support removal, rough edges and marks are filed down using a diamond-plated hand file.
* After clean-up is complete, each model is put through a curing process with high strength UV lights to ensure a quality model surface.
* After UV curing, models are allowed to rest for around 24 hours, so the chemical reactions are all complete prior to being packaged up for the order.
Q: "Do I need to wash models prior to painting?"
Our models should be "paint table ready" once then arrive to you. We do NOT recommend washing the models after your receive them. The resin can absorb water when submerged, which will decrease their durability.
If your models are still sticky upon arrival and it doesn't go away after priming the model, please contact us for a replacement.
If your models are still sticky upon arrival and it doesn't go away after priming the model, please contact us for a replacement.
Q: "What kind of paints should I use for these models?"
We recommend using miniature grade acrylic paints. We do recommend at least 1 primer layer to help cover up any 3D printing marks and to help with paint adhesion.
We have some paints available here on our website that are already a great consistency for miniature painting. We also have a few other paint brands we enjoy for our paint jobs as well. Please contact us for recommendations if you need them.
We have some paints available here on our website that are already a great consistency for miniature painting. We also have a few other paint brands we enjoy for our paint jobs as well. Please contact us for recommendations if you need them.
Q: "What kind of glue should I use to assemble multi-piece models?"
Our models are UV resin based; therefore, any cyanoacrylate super glue is appropriate for assembly. Our 2 favorites are Gorilla Glue Gel and Green Stuff World Cyanoacrylate Adhesive Gel.
PVA glue, model weld, or plastic weld will NOT work properly and will make a mess of the miniatures. Please avoid using these types of glues on our miniatures.
PVA glue, model weld, or plastic weld will NOT work properly and will make a mess of the miniatures. Please avoid using these types of glues on our miniatures.
Q: "How are your Union Arena Boxes Handled?"
All of our loose boxes came from sealed cases and are not manipulated in any fashion. We do not open any boxes for singles, 2 star searching, etc. so online orders have the same chances as any other customer to pull the high rarity cards.
Q: "How can I get the best results with Green Stuff World or TurboDork Colorshift and Metallic Paints?"
We list the recommended primer color on each listing. Straight black matte or satin primer should be used to prepare the model surface for metallic or colorshift paints. After priming, the colorshift or metallic paints can be handbrushed or airbrushed in THIN layers. Keep adding thin layers until color saturation and spread is as desired.
Q: "Do multi-piece models come with assembly instructions?"
In general, most of our products do NOT come with assembly instructions, but they have straightforward and simple assembly.
Some of our newer Dark Fire Designs Vehicle Kits that are more complex do come with printed instructions, and we can email you PDFs by request.
Some of our newer Dark Fire Designs Vehicle Kits that are more complex do come with printed instructions, and we can email you PDFs by request.
Q: "How can I put tufts and other basing materials on the model?"
We recommend either PVA glue or cyanoacrylate glue to put basing materials on the base/model. Be sure all paint is fully dried before trying to add basing decorations.
Some tufts will have self adhesive backs, which can be used without glue to put on the model. Our experience with these has been mixed, and we often still put a small amount of glue to give extra bond strength.
Some tufts will have self adhesive backs, which can be used without glue to put on the model. Our experience with these has been mixed, and we often still put a small amount of glue to give extra bond strength.
Q: "When will a product be restocked?"
We try very hard to keep all of our hobby supplies and add-ons in stock; however with current supply chain issues, it is not always possible.
We recommend checking back regularly to see if a product has been restocked.
We recommend checking back regularly to see if a product has been restocked.