Shipping Policy
Below is our shipping policy to ensure a transparent and satisfactory experience for our customers.
1. Scope of Application
This policy applies to all orders placed through our online store for delivery to addresses within the European Union. By confirming your purchase, you accept the terms and conditions set forth herein.
2. Order Processing
- Order Confirmation: Once the order is placed, you will receive a confirmation email with the details of your purchase.
- Preparation and Packaging: All orders are reviewed and prepared within a maximum of 24-48 business hours from payment confirmation.
- Data Verification: It is the customer's responsibility to verify that the address and contact details are correct. In case of errors that prevent delivery, we will contact you to correct the information.
3. Shipping Methods
- Courier Companies: We work with various recognized courier companies (DHL, FedEx, among others) to ensure efficient delivery of orders.
- Transport and Handling: Our products are shipped in secure and appropriate packaging to protect their integrity during transport.
4. Shipping Costs
- Standard Shipping Costs: Shipping costs will be calculated based on the weight, dimensions of the package, and the delivery location. These amounts will be displayed during the checkout process, before confirming the order.
- Free Shipping: You may enjoy free shipping on orders that exceed a certain amount, according to current promotions. The exact condition and minimum amount will be indicated on the website.
- Promotions and Offers: Occasionally, we will offer special promotions where discounts or free shipping may apply.
5. Delivery Times
- Standard Time: The estimated delivery time is 3 to 7 business days, depending on the location and carrier.
- Urgent Orders: If you need express delivery, we have priority shipping options. Check the conditions and additional costs during the purchase process.
- Incidents: If there is any delay or incident in delivery, we will inform you via email and/or phone.
6. Order Tracking
- Tracking Code: Once the order has been dispatched, you will receive a tracking code so you can check the delivery status in real time through the carrier's website.
- Customer Service: If you have questions or do not receive the tracking code within the indicated period, you can contact our customer service.
7. Claims and Returns
- Damage or Incidents in Shipping: If you receive a product damaged or with any defect attributable to transport, please contact our customer service within 48 hours of receipt to manage the incident.
- Incorrect Addresses: If the provided address is incorrect, additional fees and procedures required for the new shipment will apply. We reserve the right to modify delivery times.
- Returns: Our return policy is separate and detailed in the "Return Policy" section of our website.
8. Changes to the Shipping Policy
We reserve the right to modify this policy based on operational needs, changes in courier services, or legislative updates. Any modification will be published in this section and, if possible, will be communicated to our customers.
9. Contact
For any questions, incidents, or clarifications regarding your shipment, you can contact our customer service through:
- Email: info@tcgshops.com
Important: Please note that shipments to Latin American countries may be subject to customs processes that may generate delays and additional costs (taxes, tariffs, import duties, etc.).
💡 Customer responsibility: Any additional charges applied by local customs will be the customer's responsibility. Likewise, we cannot guarantee exact delivery times in cases where the package is held by the customs authorities of your country.
By placing your purchase, you accept these terms and understand that we are not responsible for possible delays, additional costs, or returns resulting from customs regulations beyond our control.
If you have questions about import regulations in your country, we recommend checking with your local customs office before placing your order.
This policy aims to guarantee transparency and trust in each shipment made to our customers in the European Union. Thank you for trusting us for your online purchases.
Refund policy
Important: Reservations and Pre-orders
It is essential to note that reservations and pre-orders are non-cancellable. By making the purchase, the customer declares to know and explicitly accept these conditions.
In accordance with current regulations, the law allows the exclusion of the right of withdrawal in these cases provided that it is clearly informed, a measure justified by the nature of these items: they are high-demand collectible products that are reserved to distributors months in advance to guarantee their availability.
We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@tcgshops.com to confirm the return address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@tcgshops.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@tcgshops.com.