Ordering, Product and Chess Set FAQs
Use this page for service questions and the correct path to detailed product guidance. Size, setup and category questions link to their dedicated owner pages so the same answer is not duplicated across the site.
Orders and shipping
Where is the order number?
The order number appears on the confirmation page after checkout and in the order-confirmation email. Signed-in customers can also review orders from My Account.
How can an order be tracked?
When tracking becomes available, use the number in the shipping email or open Track Your Order. The carrier may need time to register a newly created label.
Can an order be changed after checkout?
Contact support as soon as possible. A change may be possible before picking and packing, but it cannot be guaranteed after fulfillment begins.
Where are the current delivery terms?
Service area, estimated handling and delivery information should be checked on the Shipping Terms page at the time of purchase.
Choosing a board or set
What is the difference between a chess board and a chess set?
A board-only decision focuses on the playing surface and the pieces it must fit. A complete set includes a board and pieces as one system. Start with Chess Boards or Chess Sets according to the item needed.
Which board measurement matters most?
No single measurement answers every question. Compare outside size, playable-grid size, square size, border width and king-base diameter. The Chess Board Size Guide explains how those fields relate.
When is a magnetic set useful?
Magnetic hold can reduce unwanted movement during handling or travel. Comfortable play also depends on how a piece lifts and releases, so use the Magnetic Chess Set guide rather than relying only on an upside-down demonstration.
What should be checked on a folding travel set?
Record both open and closed dimensions, the piece-storage method, the center seam and the packing routine. The Travel Chess Set guide and Folding Chess Set guide cover these separate tasks.
Care, magnets and small parts
Should every wooden board be waxed?
No universal schedule is appropriate. Care depends on the actual finish and construction. Avoid applying wax, oil, solvent or abrasive material until the product finish and the maker's instructions are known.
Should a small scratch be sanded?
Do not begin with sandpaper or filler. Abrasion can damage a thin veneer or sealed finish. Photograph the area, identify the finish if possible and contact support before attempting a repair.
What should be checked on magnetic pieces?
Stop using a piece if a magnet, weight, felt pad or other small component becomes loose, exposed or damaged. Keep loose magnets and small parts away from children and seek appropriate medical help immediately if magnet ingestion is suspected.
Does “for kids” prove an age or safety rating?
No. A marketing phrase does not replace a product-specific age label, small-parts assessment or magnet-enclosure evidence. Use only the instructions and warnings supplied for the selected product.
Returns, damage and replacements
Where are the current return conditions?
Read the Refund and Returns Policy before sending anything back. The applicable condition, timing and return process should be confirmed for the specific order.
What evidence helps with shipping damage?
Keep the packaging and photograph the shipping label, outer carton, internal protection, full product and close-up damage before changing or discarding anything.
Can one missing chess piece be replaced?
Matching depends on role, color, height, base diameter, weight, finish and design. Use the Replacement Chess Pieces guide to record the fields needed for a useful support request.
How can Stillrook be contacted?
Use the Contact Stillrook form and include the order number, product link, selected variation and clear photos when those details apply.
Need a product-specific answer?
Send the exact product link and the measurement, order or condition question that needs to be confirmed.
Contact Stillrook