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 and delivered to addresses within the European Union. By confirming your purchase, you agree to the terms and conditions set forth herein.
2. Order Processing
- Order Confirmation: Once the order is placed, you will receive a confirmation email with your purchase details.
- 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 information 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 well-known courier companies (DHL, FedEx, among others) to ensure the efficient delivery of orders.
- Transport and Handling: Our products are shipped in secure and suitable 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 you confirm your order.
- Free Shipping: You can enjoy free shipping on orders that exceed a certain amount, depending on current promotions. The exact conditions 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 Delivery Time: The estimated delivery time is 3 to 7 business days, depending on the location and carrier.
- Urgent Orders: If you require express delivery, we offer priority shipping options. Please check the terms and additional costs during the checkout process.
- Incidents: If there is any delay or issue with the delivery, we will inform you via email and/or telephone.
6. Order Tracking
- Tracking Code: Once your 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 any questions or do not receive the tracking code within the indicated timeframe, you can contact our customer service department.
7. Claims and Returns
- Shipping Damage or Issues: If you receive a damaged product or one with any defects attributable to transport, please contact our customer service within 48 hours of receipt to handle the issue.
- Incorrect Addresses: If the address provided is incorrect, additional fees and handling charges will apply for the reshipment. We reserve the right to modify delivery times.
- Returns: Our returns policy is separate and is detailed in the "Returns 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 messaging services, or legislative updates. Any modifications will be published in this section and, where possible, notified to our customers.
9. Contact
For any questions, issues, or clarifications regarding your shipment, you can contact our customer service department through:
- Email: info@tcgshops.com
Important: Please note that shipments to Latin American countries may be subject to customs processes that may cause delays and additional costs (taxes, duties, import fees, etc.).
💡 Customer Responsibility: Any additional charges levied by local customs are the customer's responsibility. Furthermore, we cannot guarantee exact delivery times if the package is held by customs authorities in your country.
By making your purchase, you agree to these terms and understand that we are not responsible for any delays, additional costs, or returns resulting from customs regulations beyond our control.
If you have any 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 every shipment made to our customers in the European Union. Thank you for trusting us with your online purchases.
Refund policy
We have a 14-day return policy, meaning you have 14 days after receiving the item to request a return.
The item must be in the same condition as when you received it—unopened, with tags attached, and in its original packaging—for a return to be accepted. You will also need the receipt or proof of purchase.
To initiate a return, you can contact us at info@tcgshops.com to confirm the return address.
If the return is accepted, we will send you a return shipping label along with instructions on how and where to send the package. Items will not be accepted for return without prior request.
For any questions regarding returns, you can contact us at info@tcgshops.com .
Damages and problems
Please check your order as soon as you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can assess the problem and resolve it.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (like food, flowers, or plants), custom-made products (like special orders or personalized items), and personal care items (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. If you have any questions or concerns about a specific item, please contact us.
Unfortunately, we cannot accept returns on sale items or gift cards.
Changes
The quickest way to ensure you get what you're looking for is to return the item you have and, once the return is accepted, make a separate purchase of the new item.
14-day reflection period of the European Union
Notwithstanding the foregoing, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without needing to provide a reason. As in the previous case, the item must be in the same condition in which you received it, unused, with the tags attached, and in its original packaging. You will also need to have the receipt or proof of purchase.
Refunds
We'll notify you once we've received and inspected your return and let you know if your refund has been approved. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card issuer to process and issue the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@tcgshops.com.