Common Questions:

1. WHEN WILL MY ORDER SHIP / BE DELIVERED

Orders are processed and shipped within 0 to 3 days after an order is received from our website. We are always oing our best to ensure your order arrives as quick as possible. For this reason we may ship an order faster to accomodate adjustments. Orders may be delayed if adjustments are required. (see point 2)

2. ORDER ADJUSTMENTS

Order adjustments are important. However, due to our speed in processing orders, we may be unable to respond and process adjustments before the order is shipped. Our staff will respond to customer requests as soon as possible.

Any adjustments to the order regarding shipping address and customer information must be made via email. or [email protected]

3. IN-STORE PICKUP

During checkout, customers have the option to select "In-store pickup" at the brick and mortor location. The order will be ready for pickup within 3 business days. The order will be held for 14 days  after processing. If an order is not picked up within the timeframe. A full refund will be provided with an email notifying the customer thier order has been cancelled.

When picking up an order, customers are required to show ID and sign the order form provided by staff. If the customer wants a person to pickup the order on thier behalf, an email must be sent to [email protected] to inform staff with the full legal name of the person picking up the order. They are required to complete and sign the order form on behalf of the customer.

Please do not contact the store expecting to pick up the item prior to receiving notification that the order is ready. We cannot accomodate an order on the spot. Please contact us via phone or email if you have not received a pickup notification after three business days after the order has been placed.

4. WHERE DO WE DELIVER

Currently we ship anywhere within Canada. 

5. SHIPPING RATES WITHIN CANADA

Shipping rates within Canada start at $10.99 plus handling. Shipping if expedided shipping with tracking and insurance on all orders within Canada. If the order is greater then $100.00 before taxes and shipping charges, it can be eligible for free expedited shipping.

Orders are placed through Canada Post Expedited Parcel.

Orders to remote areas or oversized Orders are subjested to additional fees.

Desert City Games is no responsiblity for lost parcels as it is the shipping companies responsibility to ensure the security and condition of the packages.

6. SHIPPING OUTSIDE OF CANADA

As of October 18th, 2023. Desert City Games is not providing shipping outside of Canada.

7. SALES TAX

All sales are subject to tax according to province or territory.

8. DELIVERY INSTRUCTIONS

Special delivery instructions can be added in the notes section of checkout or by emailing [email protected].

If an order has been shipped, please contact Canada post as Desert City Games has no control after a product has been shipped.

9. DAMAGED ITEMS

In the unforunate event that a parcel arrives damaged. Please contact us at [email protected] with your order, shipping number and photos so we may seek reimbursement from the carrier. We are willing to exchange, return or discount any damaged items. However, scuffing, tearing or damage on Trading Cards in manufacture seals that has no impact on the internal contents. (I.E, does not resut in damage of the cards within the pack or box) Will not qualify for reimbursement. These events will be reviewed by staff on a case-by-case basis for approval.

10. ONLINE SALES RETURNS

If you decide you do not want your product within 14 days of delivery or pickup, we will offer a refund on return of the product. Products will be inspected for tampering, removal of products or damage of the contents. Customers are held responsible for any shipping costs involved in the return. We do not accept returns on TCG singles or Sealed Product.

11. PRE-ORDERS

Any orders that contain Pre-Order products will be held until ALL products in the order have been released.

Please see our Pre-Order Policy for more details before pre-ordering from Desert City Games.

Pre order cancellations or reductions in quantity for TCG Sealed Product, Collectable and Sports Cards will be charged a 10% fee based on the total order value.

12. OVERSIZES ORDERS, SPECIAL CIRCUMSTANCES & REMOTE LOCATIONS

In certain cases, additional shipping charges may be required. In these situations, customers will be contacted to arrange additional payment.

If a product increases in cost to us from distribution, we will reach out to you in order to pay the updated price for the item. (Example, a distributor increases a cost above our retail price and we are selling at a loss) You will be contacted regading this and adjustments made to the order accordingly.

13. ORDER ADJUSTMENTS

We reserve the right to adjust quantities or products ordered. These decisions are made on a case by case basis and the customer will be notified of the changes. In the rare circumstances, this illustrates "buyouts" and other orders requesting higher then normal demand or products. If the customer is suspected of performing this order for Scalping or resale purposes. The order will be subject to adjustments.

14. PRODUCT AVAILABILITY

All orders are subject to available inventory. If an item is not in stock or over sold when the order is placed. We will attempt to contact you. If the item is available for re-order. We will attempt to contact our distributor to fill your order as soon as possible. If the item is not available, a refund will be placed. In the event this places the item below our free shipping threshold. Desert City Games will cover the costs of shipping.

15. SELLER PROTECTION & FRAUD DETECTION

Orders made on our website could be subjected to name, address and phone verification. We will reach out with any issues regarding bank or credit cards used. If we find there are discrepencies or significant errors, we will make an attempt to contact you and resolve the issues. Credit or debit cards issued ourside of Canada or USA are not accepted.

 

Desert City Games reserves the right to cancel an order for any reason. If an order is cancelled, you will receive a full refund.