FAQ
Q: What is my order's status?
A: When you log into your Battle Foam account, you may see a couple of different status updates. Here are some brief notes on where your order is in our warehouse.
- Awaiting Payment - An invoice has been made for you, but the order is pending payment.
- In Production Queue - Some trays are made to order, and in this stage, your order is in a production queue.
- Additional Order Information Required - Your order is on hold while we wait for information from you.
- Ready for Pickup - Your order is ready for pickup in our front office.
- Partially Shipped - We have shipped parts of your order, but still owe you the rest. Don't worry, we have what we owe you on file.
- Shipped - Your bags and foam are on their way! This option should also have tracking information available.
Q: How long does it take to make my order?
A: All orders are different in nature and are made once ordered. Because of this, delivery times will vary. We strive to produce the foam as quickly as possible and ship the same day production is completed. Most times throughout the year production for orders takes about 1-3 weeks. Please allow 3-5 weeks for all custom orders. Please note that if custom work has not been submitted within 90 days of purchase, we cannot guarantee stock of your items. We will then issue credit for the total amount of the order.
During our annual sale periods, production times may increase. Please look for our current production timelines when you checkout. This information will be available on the first step of the checkout process before you place your order. This information will also be available in our terms and conditions, which you must check before you can place your order. It is then confirmed on your order confirmation email.
Q: How do I know when my order has shipped?
A: We utilize UPS and the United States Postal Service to ship all orders. Depending on the size of your order and shipping location, you will receive an email with tracking information from one of these companies once your package ships. You can also check the status of your order by logging into your Battle Foam® account. Once your package has shipped your status will be labeled as such.
Q: Can I pick up my Battle Foam order?
A: When you proceed to checkout, you can choose to pick up your order from Battle Foam Headquarters in Arizona. Once you select this option, you will receive an email once the order is completed and ready for pickup.
Q: Do you ship internationally?
A: We ship worldwide using UPS and the United States Postal Service. Delivery times vary between companies.
All international orders will be Delivered Duty Unpaid (DDU or DAP). This means you will be responsible for paying the taxes, duties (if applicable) and clearance fees to the courier you selected when placing your order before your package will be delivered. Unfortunately, we do not control these costs and cannot advise you of the prices beforehand. UPS charges an additional brokerage fee for clearing your order through customs.
Q: Do I need to be home to receive my package?
A: You may request for a Signature Required Delivery for an extra charge. You will need to be home to receive your package if the option is selected. UPS will attempt to deliver your package three times before returning the shipment back to us. Tracking information will be provided with an estimated delivery date. You can also contact UPS to pick up at a UPS Store near you. If you are concerned about the safety of your package being delivered at your doorstep in the event you are not home, this service will help to avoid lost/stolen boxes.
Q: Why was my order shipped in multiple boxes?
A: We package orders as efficiently as possible in order to provide the cheapest shipping rates to our customers. When shipping to international customers using UPS Mail Innovations or the United States Postal Service, boxes weighing less than 20 pounds see a significant savings. We package orders with this in mind. If there are multiple boxes for your order, you will receive tracking information for all boxes so you are able to track their progress.
Q: What happens if my order is damaged in transit?
A: First, make sure to retain the original box, any paperwork and the damaged items from the order. Please take pictures of all of these items in as many angles as possible to clearly convey the damage. We ask that you to email these pictures to info@battlefoam.com with your order number in the subject line. All of this information is necessary when submitting a claim to the shipping service used to ship your order. There is a possibility the carrier will want to inspect your damaged items so keeping everything will help with getting the claim approved.
We will file the claim within 1-2 business days of receiving the information you submitted. Once the claim is approved by the carrier a replacement form will be created and your items remanufactured to ship out to you as soon as possible. This process can take anywhere from 2-5 business days with UPS domestic, or weeks with International orders. We will update you as soon as possible with any status changes and will be here to work alongside you through the process. If the claim is denied, we might need more pictures or information to help overturn their decision. Repeat denials will lead to a case-by-case basis on how the replacement is then handled. These cases are usually very rare when you are able to help us with pictures and information in the beginning.
Q: Why does my credit card payment keep getting declined?
A: If your order is incomplete because the payment was rejected by our processor, Braintree.com, it may be due due to Postal Code not verified (U), which typically means that your bank does not have the details of your new address or you have a new card. When this happens the rejected funds will return to your bank.
If you would like to try to place the order again yourself, make sure that the billing address is the same address your bank has associated with your credit card or please use an alternate payment option.
If you would like us to help complete the order, please call or email us.
Q: What can I write on my foam trays and is there a limit on the amount of text allowed?
A: You can personalize some trays with custom text at no extra charge. Our first priority is to fit as many models on the trays as possible. Most trays can fit about 20 to 30 characters. Custom artwork or logos cannot be used on foam trays.
Custom toppers can be engraved with text and logos, but this service comes with a fee. Logos or artwork must be provided. We do not supply artwork or logos of any kind. We also do not keep artwork or logos on file for future use. Please submit your artwork or text to info@battlefoam.com for a quote on this service.
Q: What dimensions can I order foam trays?
A: We offer foam trays in a variety of dimensions. We produce trays to fit our P.A.C.K. bags, the Ammo Box Bag, and our privately labeled Warmachine and Hordes Bags. We make trays to fit in the GW and SD cases. You can also order custom foam tray sizes. For this service, email info@battlefoam.com to receive a quote.
Q: My tray is designed in a(n) __ inch thickness. Why is my tray taller than what I ordered?
A: The depth that you choose off of our Custom Tray Creator will represent the actual cutouts in the tray. There is an additional 1/4" piece of material glued to the bottom. For example, if you design a 3" tray, your tray in total will be 3 1/4" thick. Foam thicknesses may vary up to an 1/8th of an inch.
Q: How thick can I order my foam trays?
A: Our foam trays range from 1 to 8 inches thick and can be ordered in whole or half sizes. Our pluck foam is available from 1 to 4 inches thick.
Q: How do I know what size foam to order?
A: If you have questions on foam sizing, just call our experts and someone will be able to assist you at 877-336-3626. Also, please note that all of our foam trays have sizes and cut out information available in the product descriptions.
Q: What armies fit in your foam trays?
A: We make foam trays for Warhammer 40k, Forgeworld, Warhammer Fantasy, Hordes, Warmachine, and Flames Of War. We can also do custom projects for specific needs.
Q: What type of discounts do you offer?
A: We offer discounts on larger orders of 30 or more of the same foam tray. We also offer a 15% discount to active and retired military servicemen and first responders. Please contact us for more details on these two discount options. Please note that we do not stack discounts.
Q: Do you offer a Military discount?
A: We offer a Military discount to both enlisted and military veterans. We will need proof of service (DD-214, ID with personal information blocked) sent to info@battlefoam.com for the discount. Once our customer service reps receive this, we will gladly move your account to our military group so you receive the discount each time you place an order.
Q: How can I sign up for your retailer program and sell Battle Foam products in my store?
A: Anyone interested in reselling Battle Foam® products can contact our direct sales team to discuss becoming a vendor at 480-747-0230 or tradesales@battlefoam.com.
Q: Why should I buy Battle Foam® products instead of someone else?
A: At Battle Foam®, your foam trays are designed to maximize the amount of models you can carry. Our bags are designed with a hard inner shell that will provide protection along with style unlike any other case made for transporting miniatures.
Q: What if I have other questions regarding placing an order?
A: Please direct all your questions to 877-336-3626 or fill out our form and someone will get back to as soon as possible.