If you have an issue or question that requires immediate assistance, you call us at:
Mon. - Fri. 5 pm to 11 pm Eastern time only.
If we aren’t available or you'd rather chat digitally, drop us an email at gootzygaming@gmail or a send us a Facebook message, and we will get back to you within 48 hours!
Some orders may ship within 24 hours after order placement if we have the miniatures pre-printed and sorted into backstock, OR if it's an order that's just hobby supplies.
Large orders may take up to 4 weeks depending items ordered and number of orders in our queue.
If we need to print minis to complete the order, the soonest turnaround would be 3 days, due to the time required for our production process.
Depending on demand, we can usually accommodate "rush" orders, but these will incur an additional significant fee based on a percentage of the order total.
Please note that during the holiday season, demand may be higher than normal and the fulfilment timelines listed here may not be accurate. Please refer to the Gootzy Gaming Facebook page for our holiday outlook each season.
We may be able to add items into your order if we have not already begun work on the order. Please contact us directly so payment and details can be arranged.
We only accept order cancellations in the event that a duplicate order was placed.
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. Because of this planning and queuing process, we cannot accept order cancellations for any other reason.
We then hand deliver your miniatures to our partnered painter. Once he receives the miniatures, he will contact you via email to get your painting requests.
Once he has painted the minis, he uses packaging materials and the prepaid shipping label we give him to mail out your minis.
His completion time is entirely dependent on demand from our sales as well as his other private customers/commissions. It usually takes around 2 weeks after he receives the minis to complete the paint job and ship.
Custom requests are handle 100% by Rob and none of our other helpers.
Rob often gives up board game night, family time, or other activities to complete your custom request, so we are unable to give any discounts on custom requests, and we reserve the right to cancel or deny a custom request at any time.
The current labor rate for Rob is $45 USD/hr. While this may seem expensive, it pales in comparison to the costs of other skilled experts such as electricians, plumbers, and others to do work for you.
Some examples for often requested custom projects are listed below for reference. Prices include labor and materials:
* Model Rescale/Resized to 28mm or other miniature scale (single or 2 piece minis only): 0.25 to 0.5 labor hour. Average price: $38 USD
* Model Resize to 6 inch Statue or Figure size: 1 -2 labor hours. Average price: $160.
* Miniature Print from MyMiniFactory, Thingiverse, or STL file elsewhere: 0.5 - 1 labor hour. Average price: $45
* Custom Sculpt + Print: $160 for outside private sculptor to 3D design the miniature, 1 labor hour for Rob to prepare, support, and print miniature. Average price: $225
Custom sculpts with the outside sculptor must be paid 100% in full prior to any work being completed. Other custom projects can be either paid in full upfront, or split 50% to start, 50% at finish with a 15% additional fee for the payment split.
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 the nearly 10,000 packages we've shipped over the past 2 years.
If the order contains only bits or another small non-miniature item, it may be shipped in a bubble mailer as the chances for breakage are very low.
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.
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 and current world
If your item has been in transit for more than 2 weeks, please contact us to submit a missing mail search. If USPS is unable to locate your package within 1 month of the shipment date, we will prepare and send out a replacement order at no charge.
If you want to buy directly instead of through Etsy, we will need to check shipping costs and other factors, so please contact us at GootzyGaming.com to see if we can accomodate the order here on our website.
Also, we can't provide free replacements for lost or broken items shipped internationally. International customers will be required for any shipping costs related to replacements.
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.
If your models are still sticky upon arrival and it doesn't go away after priming the model, please contact us for a replacement.
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.
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.
Our SW Legion products are scaled against a FFG Legion Rebel or Clone trooper to ensure accuracy.
Our D&D products are scaled against 32mm roleplaying models, which puts them around 32mm true scale or close to 28mm HEROIC scale.
We're happy to send pictures at your request of model samples measured using a digital caliper, so you can determine if our models will look absolutely amazing with models you already own.
Rescales are considered a custom order. Custom order details and pricing is explained in our Orders FAQ page.
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.
Bits and kits from differing designers may work together, but we cannot guarantee they will without hobby work with greenstuff or other gap filling depending on the sculpts themselves.
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.
We recommend checking back regularly to see if a product has been restocked.