I ordered from the White Wolf Online Store before the new format. Where is my account?

We recently updated our software for the White Wolf Online Store. As a result of this update, customer account information could not be transferred. We ask that all customers please re-register with the White Wolf Online Store before ordering. We apologize for this inconvenience. If you have a question about an order placed before March 1, 2009, please contact us at store@white-wolf.com. Please include your name, your order number, and the date of purchase.

How do I contact the White Wolf Online Store?

The primary means of contacting the White Wolf Online Store is through email (store@white-wolf.com). Please direct all questions related to the White Wolf Online Store to this email address. We will respond to your query as quickly as possible. Please include your name, email address and order number (if applicable). This information will aid in answering your queries as effectively as possible.

The White Wolf Online Store can also be reached by phone, Monday through Friday from 9 AM to 5 PM (EST). If you have a question relating to the White Wolf Online Store, you may contact us at (404) 292-1819 x235.

Please note: This phone number is for White Wolf Online Store issues only. We cannot assist with issues related to EVE Online such as player accounts, game mechanics, bugs, etc. For those issues, please file a petition either in-game or through www.eve-online.com.

What forms of payment does the White Wolf Online Store support?

The White Wolf Online Store accepts orders via credit card or Paypal. The credit cards we accept are: Visa, Mastercard, American Express, JCB, Visa Delta and Visa Electron. All debit cards with these associated credit services are also accepted. The White Wolf Online Store does not accept phone orders or mail orders, and we do not take accept checks that are not e-checks.

My order states that it is a "Problem" order. What does this mean?

Problem orders can occur for a number of different reasons. A Problem order is often a result of some error in the payment process of the order. When an order is listed as a Problem, no money has been collected on our part; the order cannot be fulfilled until the transaction is complete. The best course of action is to reorder. If a problem persists, please contact the Store and we will investigate the issue.

A few tips to avoid encountering a Problem order:

Make sure that your billing address matches the one associated with your credit card. Many times, a Problem order arises when incomplete or mistyped information is inserted into the billing address information.

Check that your credit card is not expired.

Check that the name on the credit card matches that listed on the order. Nicknames, surnames and abbreviated names are sometimes not recognized as valid billing information.

How long does it take for my order to be shipped out?

We process the orders every morning from Monday-Friday (excluding federal holidays and certain other holidays). Orders placed before 10 AM EST will ship out same-day. Otherwise, your order will be shipped the next business day. Certain times may encounter a slight delay due to higher volumes of orders. All shipping rates and delivery estimates are based from time of shipping. We do not ship out orders on Saturday or Sunday, nor do we offer Saturday delivery.

Due to restrictions by FedEx, we cannot ship to APO or PO Boxes, nor can we ship items to state or federal correctional institutes. Please provide a valid street address with your order; it will not be shipped until a valid address is provided. Additionally, please provide your full shipping address while ordering, including full name, valid street address and ZIP/postal code. Missing information can cause delays in delivering items.

Will my order encounter import/duty taxes upon arrival in my country?

Some countries require a broker or other agent to handle imported packages through third party delivery services like FedEx. Other countries have local taxes, tariffs and import costs associated with the importation of goods. The White Wolf Online Store is not responsible for these additional taxes and fees. The shipping rates that we charge are based upon FedEx delivery rates and do not include these additional fees. If you have any questions or need more information about local customs/import taxes, please contact your local officials. Additional information can also be found at www.fedex.com.

I ordered the wrong item, or I need to return my order. What do I do?

If you ordered the wrong item or wish to return an item to the White Wolf Online Store, please send us an email (store@white-wolf.com) informing us of your intent to return an item. In this email, please include your name, order number and the stock number of the item you would like to return. You can also inform us by logging into the White Wolf Online Store and adding a note to your completed order. Once we have confirmation of your intent to return, you may ship the item to:

White Wolf Online Store
2075 West Park Place Blvd, Suite G
Stone Mountain, GA 30087

If the item was a mis-shipment or a damaged item, please return the item and we will send a replacement item at no charge to the customer. Please include a copy of your sales order with the package.

I bought a Camarilla Membership and I don't see any credits

The credit system is no longer used.  If you purchased a membeship after March 2, 2009, you have no need to use the credit redeption page.

What kind of Camarilla Memberships can I buy?

The store only has the option to purchase a new membership for yourself, or to renew an existing membership by membership number. If you want to purchase a membership for someone who’s Camarilla number you don’t know or purchase a new membership for another person, there is a gift membership option which purchases a $20 gift voucher. 

How do Memberships work?

Memberships purchased apply automatically once the order has processed. This means if you place your order after 11 am EST every weekday, the membership will not apply until the order is processed the next business day.  If you pay via Paypal eCheck, your membership will not apply until the eCheck clears.

How do Gift Vouchers for Memberships work?

You will recieve an email with a gift certificate number once the order has processed. This means if you order a gift certificate after 11 am EST every weekday, you will not recieve an email with the certificate number until the order is processed the next business day.  If you pay via Paypal eCheck, you will not get a certificate number until the eCheck clears. Once you have recieved this number, you can give that number to anyone else to redeem in the store for $20 credit, which they can use to buy a membership or renewal. You cannot directly renew a membership for someone else without knowing their Camarilla number and you cannot directly buy a new membership for someone else. You can purchase a $20 gift voucher for membership but they will have to create a store account themselves in order to use the gift voucher.

What if I can't find/didn't get my gift certificate number?

You should have gotten an email with a gift certificate number after your order was processed that you need to give your intended recipient, which they can then use to buy a Camarilla membership. If you don't have that email anymore, you can find the certificate number by logging into the store, going under your Account, viewing the order with it, and there will be a section called Gift Certificates where you can click on one and see the number and whether or not its been redeemed.