Anti-Harassment Policy & Right to Refuse Service

We have the right to refuse service to any Customer who exhibits harmful, rude or manipulative behaviour to our shop or employees. In the event of outstanding orders associated with the Customer will be cancelled and a ban will be implemented.

Processing Times

Digital items are usually fulfilled upon purchase for download or access. Physical items can take more time such as 2 to 3 weeks and fulfilment is done by one person so please be patient.

Pre-Orders

Pre-orders cannot be cancelled, please read the listing and know that delays may happen. There will be updates and notice of shipment upon completion or pre-orders or production.

Transit Times

Transit Times may vary based on location. Domestic orders in Canada may take 2-12 business days upon shipment. International orders outside Canada may take a longer time and vary.

Cancellations

Our shop accepts cancellations within 2 hours of orders being placed. Pre-orders cannot be cancelled. A 10% restocking fee is charged for all cancellations. Orders cannot be cancelled after 2 hours of being placed.

To request a cancellation and partial refund, please send an email to [email protected] with your full name and order number. We will check the timestamp to see if your cancellation is eligible, and then process the 90% refund.

Returns and Exchanges

All sales are final. We do not accept returns. Please read over any listings, item descriptions, size guides, dimensions, and grading guides carefully before purchasing. We may accept exchanges for other shop items of equal or lessor value on a case-by-case basis if it is requested within 10 days of the order and the item is unused. Customers are responsible for all costs related to exchange, including shipping to and from our shop. Contact [email protected]  with your name and number to request and exchange. Exchanges are judged on a case by case basis and we reserve the right to deny any exchange requests.

Refunds

To be eligible for consideration of a refund or replacement, your item must be lost or defective. To get a refund or replacement, you can contact us at [email protected] with your order number. 

If order tracking has not updated in a long time, and is stuck “In Transit”.
Please contact us at [email protected] after 21 days for (Canada) and 45 days for (US + International) of the shipment date, but no later than 75 days, if the item is lost so that we can evaluate the issue and make it right.

For International orders, it is very common for tracking to rarely update, or even update at all once your package reaches the International Sorting Facility.
Please do not be alarmed if your order’s tracking status does not update for many weeks at a time. We do not consider international packages to be potentially lost until at least 1.5 full months have gone by since the shipment date (45 days). If it has been 1.5 months (45 days) without delivery, please contact us at [email protected] with your order number so that we may look into it for you.

Damages and Issues 

Inspect your order upon reception and contact us within 10 days if the item is defective, damaged or you received the wrong item so that we can evaluate and make things right. To speed up the process please follow the instructions below.

1. Take a photo of the item, and in the case of damage take a photo of the damages and of the exterior mailer packaging and the interior of the mailer packaging. Make sure the image is well lit and has good visibility.
2. Send the photos to [email protected] with your full name, order number, and written description of the issue.

Once we review your email we will then work with you on a resolution to address your concerns.

Lost Orders

Once orders are handed off to the postal service for shipping, what happens during transit is out of our hands. If your parcel has been marked as “Delivered”, your local post office is the most qualified to help locate your delivered package.

Some helpful notes are to check the area, see if other neighbours or roommates collected the parcel or different areas of your property. Postal services often label a parcel as delivered prematurely so give it a few days to check if the parcel arrives. You can contact your local post office to see if they have more information for you or to file a lost parcel report.

Change of Address

We are only able to change an order’s shipping address if the shipping label has not yet been printed. Once the shipping label has been printed and the email confirmation has gone out we cannot reroute the order. Customer must wait until the order bounces back to our P.O. Box, then we can take next steps.

International Customs

Customers are responsible for customs, fees, VAT, taxes, tariffs or import duties associated with outgoing orders. The recipient of the package is responsible for paying any charges incurred upon arrival. Please contact your local customs office for more information.