{"id":24225,"date":"2025-03-27T10:07:50","date_gmt":"2025-03-27T14:07:50","guid":{"rendered":"https:\/\/www.asmodee.ca\/?page_id=24225"},"modified":"2025-06-13T09:39:29","modified_gmt":"2025-06-13T13:39:29","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/www.asmodee.ca\/en\/frequently-asked-questions\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"\n

Part Replacement<\/h2>\n\n\n\n

<\/p>\n\n\n\n

Update to the Parts Replacement Program<\/strong><\/strong><\/summary>\n

As of February 18, 2020, if a game purchased in Canada has damaged or missing components, please return to the point of purchase for assistance. For further information on this process and more, please see the contact information list and consult our Parts Replacement FAQ (below).<\/p>\n<\/details>\n\n\n\n

I bought my game at a local game or toy store. What do I do if it is missing a component or is damaged?<\/strong><\/strong><\/strong><\/strong><\/summary>\n

Return to the store where you originally purchased the game with proof of purchase, and they will be able to request a replacement copy of the game from asmodee Canada or their distributor. When they receive it, you will be able to exchange your defective copy for the new one, subject to availability and store policy. For issues unrelated to missing or damaged components, your store\u2019s regular return\/exchange policies will apply.<\/p>\n<\/details>\n\n\n\n

I bought my game at a big box store\/website (Best Buy, Canadian Tire, Walmart, Amazon, etc.). What do I do if it is missing a component or is damaged?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

Return the game to the store and follow their current return\/exchange policies. Generally, you will be able to exchange your copy or receive a refund with original proof of purchase, and depending on the issue and available inventory. If you have any questions, please review their return\/exchange policies ahead of time.<\/p>\n<\/details>\n\n\n\n

I bought my copy from a friend or an online consumer-to-consumer market. What do I do if it is missing a component or is damaged?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

We encourage you to make sure that all components of a game are present and intact before purchasing a game second hand. Unfortunately, we cannot offer replacements for products that were not purchased directly from our Canadian retail partners or webstores.<\/p>\n<\/details>\n\n\n\n

I received my copy as a gift. What do I do if it is missing a component or is damaged?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

If you or the gift purchaser know the game\u2019s original point of purchase, please see the process above regarding returns per store type.<\/p>\n<\/details>\n\n\n\n

Why are you getting rid of the parts replacement program?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

With the growing number of quality titles in asmodee Canada\u2019s library, maintaining independent stock of components for each game has become more difficult. We believe that customers will be better served by contacting the store where the original purchase was made.<\/p>\n<\/details>\n\n\n\n

Who does this change in parts replacement affect?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

These changes only apply to Canada. If you purchased an English language copy of a game outside of Canada, please speak to the retailer where the game was purchased,  as their policies may differ.<\/p>\n<\/details>\n\n\n\n

I am a retailer, and I bought my game directly from asmodee Canada at a convention or one of their wholly owned web stores, including FFG, Z-Man, and the asmodee Canada webstore. What do I do if it is missing a component or is damaged?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

Please visit the webstore where you originally made your purchase and locate the \u201cCustomer Service\u201d section for further assistance.<\/p>\n<\/details>\n\n\n\n

What if my question isn\u2019t answered here or I\u2019m encountering problems while trying to resolve the issue with my game?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

If you encounter a problem during any of the processes outlined in this FAQ, or if your question was not answered, please contact asmodee Canada directly at\u00a0csr@asmodee.com<\/a>\u00a0and provide full details on the issue.<\/p>\n\n\n\n

<\/p>\n<\/details>\n\n\n\n

Retailers<\/h2>\n\n\n\n

Do you have a shop in Quebec, and want to learn more about Office qu\u00e9b\u00e9cois de la langue fran\u00e7aise (OQLF) language regulations?<\/strong><\/h2>\n\n\n\n

<\/p>\n\n\n\n

When is it ok for a Canadian distributor to sell English games to a Quebec retailer?<\/strong><\/strong><\/strong><\/summary>\n

In the province of Quebec, the sale of games in a language other than French is only permitted when a French version is also available under fair conditions*.<\/p>\n<\/details>\n\n\n\n

What is the difference between the sale of an English-only item by a Quebec distributor or by a distributor outside of Quebec (i.e., in Ontario)?<\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

For games, there is no difference. Distributors both in Quebec and in other provinces are required to comply with the ban in Quebec on games in any language other than French, unless<\/strong> a French version is also<\/strong> available under fair conditions*.<\/p>\n<\/details>\n\n\n\n

What is the distributor\u2019s responsibility toward a retailer who purchased a product in a language other than French, if he had no right to sell it?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

A distributor who sells a Quebec retailer a banned game, could face a claim for the cancellation of the sale by the retailer on the basis that it violates the provisions of the Charter of the French Language.<\/p>\n\n\n\n

The OQLF also has the power to issue an order against the distributor to cease distribution of the game in Quebec. Failure to comply could result in the distributor facing criminal proceedings leading to fines. These proceedings may also target the distributor\u2019s directors.<\/p>\n\n\n\n

The OQLF may also choose to apply to the Superior Court of Quebec for an injunction to stop the distribution of the game in Quebec.<\/p>\n\n\n\n

Finally, the Minister of the French language may revoke any permit issued to the distributor by the Government of Quebec in the event of repeated violations of the Charter.<\/p>\n<\/details>\n\n\n\n

Under what conditions can a Quebec retailer sell English games (to consumers in Quebec and also in the rest of Canada)?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

The sale of English-language games to Quebec consumers is permitted only when a French-language version is also available to those consumers under fair conditions*.<\/p>\n\n\n\n

A Quebec retailer can sell a game in a language other than French to a customer who is not located in Quebec, without having to worry about the availability of a French version on the Quebec market.<\/p>\n<\/details>\n\n\n\n

Could online access to a game\u2019s French-language rulebook be a way to make the product available to the Quebec market?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

An online rule book is not sufficient. Any physical<\/strong> game offered to Quebec consumers must be either bilingual, multilingual, or also be available in a French-only version.<\/p>\n<\/details>\n\n\n\n

The French product is currently out of stock but will eventually come back in stock. Can we continue to distribute a version in another language (English, for example)?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

In this case, distribution in Quebec of the English version must stop until the French version is again available to Quebec consumers.<\/p>\n<\/details>\n\n\n\n

Do retailers have to remove the English version of a product from their shelves or websites if the French version is out of stock?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

In this case, in-store sales of the English version must stop within Quebec until the French version is again available. The online sale of the English version can continue, but to non-Quebec-residents only. All sales can resume, both in-store and online, once the French or bilingual version is once again available.<\/p>\n<\/details>\n\n\n\n

Can a distributor sell a board game in a language other than French if the French version of the game is sold by a competing distributor?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

If the distributor of the non-French-language version is satisfied that the French version of the game is available in Quebec through a competitor, under fair conditions*, the sale of the non-French-language version is permitted.<\/p>\n<\/details>\n\n\n\n

What happens if the French version is really more expensive (up to double the price); is this considered unfair conditions*?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

This is considered unfair conditions*. To be sold in Quebec, the price of the French version must not be higher than versions in other languages sold to residents in the province. As an alternative, for the Quebec market, the prices of non-French-language versions can be increased to match the price of the French version.<\/p>\n<\/details>\n\n\n\n

If the product is available online (in France, for example), is it considered \u201cavailable\u201d? Would that condition allow for the distribution of the English version in Quebec?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

The Quebec consumer must be able to obtain the French version under conditions that are fair* in comparison to the English version. In this case, certain factors (currency conversion rates and fees, possible customs charges, longer shipping times\u2026) would likely make it impossible to meet conditions that are fair*.<\/p>\n<\/details>\n\n\n\n

Can we sell a new product if the French version will only be released at a later date?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

The sale of a version in a language other than French is only permitted once the French version is available on the Quebec market.<\/p>\n<\/details>\n\n\n\n

Is there a distinction between online and in-store sales for the pan-Canadian market?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

No. For the Quebec market specifically, the ban on selling a game in a language other than French, when a French version is not available applies both to sales made in-store, and online, no matter where the retailer is located in Canada.<\/p>\n<\/details>\n\n\n\n

Can an English-only game be featured on the English version of an e-commerce website?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

If a game is available for sale to Quebec residents, the French and English versions of the site must be equivalent. Therefore, it would not be permitted to display a product only on the English version of the site.<\/p>\n<\/details>\n\n\n\n

Is it possible to only display the English version of a game on the French webpage of an e-commerce site for residents outside of Quebec? For example, if a French-speaking consumer who does not live in Quebec would like to purchase a copy of a product, does the description have to be in French?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

In this case it is possible, as the consumer does not live in Quebec. The description must be in French when the site in question generally accepts orders from Quebec residents. If a French version of the game is not available on the Quebec market, the game must not be sold to Quebec residents.<\/p>\n<\/details>\n\n\n\n

*Overview of the Term \u201cFair Conditions\u201d<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

In this page, the term \u201cfair conditions\u201d refers specifically to the following term expressed in C-11\u2014Charter of the French Language: \u201cconditions that are at least as favourable.\u201d<\/p>\n\n\n\n

While there is no jurisprudential interpretation of this concept, the following principles may apply:<\/p>\n\n\n\n

    \n
  1. The French version must be available on the Quebec market. This does not imply that the French version must be available at every retailer offering the game in Quebec.<\/li>\n\n\n\n
  2. The French version must be available on the Quebec market within the same time frame as a version in another language.<\/li>\n\n\n\n
  3. The French version must be offered on the Quebec market at the same price, or lower than the version in another language that is offered in Quebec.<\/li>\n\n\n\n
  4. The French version of the game offered in Quebec must be equivalent to the versions offered in other languages in the province.<\/li>\n<\/ol>\n<\/details>\n\n\n\n
    Would you like more information?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/summary>\n

    Please consult C-11\u2014Charter of the French Language<\/a> or contact your sales representative.<\/p>\n<\/details>\n","protected":false},"excerpt":{"rendered":"

    Part Replacement Retailers Do you have a shop in Quebec, and want to learn more about Office qu\u00e9b\u00e9cois de la langue fran\u00e7aise (OQLF) language regulations?<\/p>\n","protected":false},"author":17,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-24225","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/pages\/24225","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/comments?post=24225"}],"version-history":[{"count":35,"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/pages\/24225\/revisions"}],"predecessor-version":[{"id":24883,"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/pages\/24225\/revisions\/24883"}],"wp:attachment":[{"href":"https:\/\/www.asmodee.ca\/en\/wp-json\/wp\/v2\/media?parent=24225"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}