SHIPPING POLICY AND FAQ
January 23rd 2024 Update:
- Please see updated shipping info in section 5 - Updates to Shipping Rates For Addresses Within Canada.
- These changes affect letter mail options for Orders Containing ONLY Trading Card Game Singles based on weight restrictions by Canada Post. We appreciate your understanding.
AT TIME OF PURCHASE/CHECKOUT YOU ARE AGREEING TO OUR TERMS OF SERVICE AND ALL POLICIES STATED ON OUR SITE AND THIS PAGE.
- 401 Games is not liable for Stolen/Misplaced/Lost in Transit orders that have been marked as delivered. If you are concerned about theft/porch pirates please request card for pickup in the checkout notes (Signature Options have been temporarily halted due to COVID-19)
- Small Tears, Scuffs and separations at the seams of factory sealed product shrink wrap, and minor defects in packaging material not caused by external forces or factors is completely normal and will not be grounds for compensation. All our products are sourced from official Canadian Distributors and we are in excellent standing with the parent companies of all Trading Card Games we carry.
- All clearance items listed online are considered a final sale once the order has been processed and shipped.
- If an order is shipped to a 3rd party company, freight forwarder or similar, 401 Games assumes no responsibility for any damages or issues that may arise from their services.
- 401 Games is not responsible for any customs, duties or other taxes incurred during transportation, nor are we responsible if a parcel is opened for inspection at customs/border services. This will not qualify an order for compensation as this is out of our control and not a decision of ours.
- 401 Games is not responsible for customers entering incorrect/incomplete addresses. Should an item not be properly delivered due to an incomplete/incorrect address provided to us - we assume no responsibility for the loss incurred.
1. When will my order ship/be delivered?
2. Order Adjustments
3. In-store pickup
4. Where do we Deliver?
5. Shipping Rates for Addresses Within Canada
6. Shipping Rates for the United States of America
7. Sales Tax
8. Delivery Instructions
9. Damaged Items
10. Online Sales Returns
11. Pre-Orders
12. Oversized Orders, Special Circumstances, or Remote Locations
13. Product Availability
14. Quantity and Order Adjustments
15. Fraud Prevention and Consent to Service - Updated Feb 7 2023
16. Store Credit/Gift Card Policy
--------------------------
1. WHEN WILL MY ORDER SHIP/ BE DELIVERED?
Most orders are being processed and shipped in 0 to 3 business days after your order is made. We are always doing our best to make sure your order is sent as quickly as possible! For this reason we may ship an order faster than we are able to accommodate order adjustment requests (See Point 2 below)
2. ORDER ADJUSTMENTS
Due to our efforts to get customers their orders as quickly as possible, our staff may be unable to respond to and process order modification requests before the orders get shipped out. We have increased our dedicated online customer service staff to mitigate this issue, but order modification requests may still not be possible in instances where an order has begun its fulfillment journey.
Changes to existing orders can be made by contacting our shipping department at shipping@401games.ca or (905) 660-4484.
Address changes must be made by a staff member. Changing the information on your account will not change the order details on our end. You must email or call us if you need to update this information.
Please try to give as much advance notice as possible if you are moving or changing addresses and have outstanding orders with us.
3. IN-STORE PICKUP
At checkout you will have the option to select In-Store Pickup at one of our brick-and-mortar locations. Your order will typically be ready for pickup within 3 business days. Your order will be held for at least one month after processing. You must show valid Photo ID when picking up your order. If you would like to designate someone else to pick up on your behalf you must leave their name in the order notes or email us at shipping@401games.ca with their name and your order number.
Please do not come to the store or phone us expecting to pick up your order before it is ready. We will not be able to assemble your order on the spot. Please contact us about your order only if you have not received a pickup notification three days after it was placed.
You can find our full In-Store Pickup FAQ here.
4. WHERE DO WE DELIVER?
Currently we ship anywhere within Canada and the United States of America. Certain products cannot be shipped to the United States of America due to publisher restrictions. This includes Games Workshop products, sealed Magic: The Gathering products, and select other products. Certain sale items may also be exempt from shipping to the USA. All restrictions will be noted on the given product's page.
5. SHIPPING RATES FOR ADDRESSES WITHIN CANADA
ALL ORDERS*
We offer flat rate $10.95 expedited shipping on all orders being delivered to addresses in Canada. If the value of the order meets or exceeds $165.00 before taxes and shipping charges, it will be eligible for free shipping.
These parcels are sent via Canada Post Expedited Parcel.
You can upgrade an order containing ONLY TCG Singles to Canada Post Expedited with tracking for our flat rate of $10.95, however there is a minimum order value of $20.
Oversized Orders or Orders to Remote Areas are Subject to Additional Fees. You Will be contacted accordingly.
*ORDERS CONTAINING ONLY TRADING CARD GAME SINGLES
Orders containing only TCG Singles are eligible for Free Canada Post Expedited Shipping if the value of the order meets or exceeds $100.00 before taxes.
Orders containing only TCG Singles are eligible for flat rate $1.50 letter mail shipping if the order is under $15.00 before taxes and shipping charges and does not exceed the weight limit. During checkout if an order exceeds the weight limit this shipping option will be unavailable.
Orders containing only TCG Singles are eligible for free letter mail shipping if the order meets or exceeds $15.00 before taxes and shipping charges and does not exceed the weight limit. During checkout if an order exceeds the weight limit this shipping option will be unavailable.
These letter mail orders are sent via Regular Letter Mail (Envelope) without tracking or insurance. Some orders will be sent out via Expedited Parcel depending on size and value. 401 Games assumes no responsibility for lost letter mail shipments as they are uninsured and without tracking to validate.
Oversized Orders or Orders to Remote Areas are Subject to Additional Fees. You will be contacted accordingly.
6. SHIPPING RATES FOR THE UNITED STATES OF AMERICA
We offer flat rate $14.95 expedited shipping on orders being delivered to addresses in most continental states. Orders over $200 in these states will be eligible for free shipping. These parcels are sent via Canada Post Expedited Parcel / USPS Expedited or UPS. Order must be a minimum of $20.00.
Orders made from Coastal States are eligible for $20 UPS Standard Shipping.
We are not responsible for any customs, duties, or other fees incurred after the initial transaction has processed.
Oversized Orders or Orders to Remote Areas are Subject to Additional Fees. You will be contacted accordingly.
7. SALES TAX
All orders are taxed according to your Province, Territory or State.
8. DELIVERY INSTRUCTIONS
You can provide special delivery instructions in the notes section provided at checkout. If you have a last minute change/request or instructions which require special attention please contact the shipping department at (905) 660-4484.
9. DAMAGED ITEMS
In the unfortunate event that you receive any damaged items in your parcel, please contact us at shipping@401games.ca or call us at (905) 660-4484 with your order number and a description of the problem. Please also provide a photo of the problem if possible.
If the parcel you receive is damaged please document that as well so that we can be reimbursed by the carrier. We will gladly exchange, return or discount any damaged items. Superficial scuffing/tearing/damage on Trading Card Game or Sports Card Sealed Product that has no impact on the internal contents will not qualify as such and will be reviewed on a case-by-case basis for approval.
10. ONLINE SALES RETURNS
Should you decide you do not want a product within 14 days of delivery or pick-up we will gladly offer a refund upon return of the product less any shipping costs incurred to us (whether free shipping or flat rate). The product must be in original condition, unopened and must arrive to us in that same condition. You will be responsible for any shipping costs associated with the return. We do not accept returns on Trading Card Game singles, Trading Card Game sealed product, Sports Card products, Clearance items or Randomized Items such Blind Boxes/Bundles.
For information on returning in-store purchases, please see our Store Policies page.
11. PRE-ORDERS
Orders containing Pre-Order items will be held until ALL products in the order have been released. Please see our full Pre-Order Policy & FAQ for more details before pre-ordering from us. Pre-Order Cancellations/Reductions will be charged a 10% fee based on the total order value. If a substitution is made or a store credit issued, to avoid the fee, all transaction tied to the substitution/credit are final sale.
12. OVERSIZED ORDERS, SPECIAL CIRCUMSTANCES OR REMOTE LOCATIONS
In certain extraneous cases, additional shipping charges may be required. In these situations you will be contacted to arrange payment.
If a product increases in cost to us from distribution, in rare circumstance we reach out to you in order to pay an updated rate for the item. (For example, if an items cost to us increase so much that we are selling it at a loss). You will be contacted regarding this and invoiced accordingly.
13. PRODUCT AVAILABILITY
All orders are subject to product availability. If an item is not in stock/over sold when your order is placed, we will attempt to contact you and remove the item from your order. If this brings your order total below the minimum free shipping threshold we will still ship the rest of your order free of charge.
14. QUANTITY & ORDER ADJUSTMENTS
We reserve the right to adjust the quantities of products ordered. These decisions will be made on a case by case basis and you will be notified of any changes made to your order. This pertains to and is not limited to "buyouts" and other orders involving the sale of high demand products. If an order is deemed to be for resale purposes it may also be subject to a potential adjustment.
15. FRAUD PREVENTION AND CONSENT TO SERVICE
New Fraud Prevention Service: NoFraud
Your may receive a text message or phone call as part of a 3rd Party Service (NoFraud) confirming a purchase you have made at 401 Games, please reply if need be accordingly. Also you may see a $0.00 (Zero Dollar) charge appear on your method of payment as another Fraud Prevention Check that NoFraud performs. You may be asked for some forms of Image Verification as well in certain cases for verification purposes. Orders that do not respond accordingly to any correspondence regarding Fraud Checks/Prevention from 401 Games or NoFraud may be subject to cancellation.
Orders may be subject to a name, address, and phone verification with the issuing bank of the credit card. If there are any discrepancies or errors that arise from this process we will attempt to contact you to resolve the issue. Credit or Debit cards issued outside the USA or Canada are not accepted as we cannot perform this step if necessary.
At our discretion we may include a Card For Pickup or Signature option for higher valued orders or orders we deem high risk. This acts as insurance/seller protection and also prevents the theft of orders left on doorsteps.
16. STORE CREDIT/GIFT CARD POLICY
Should Store Credit/Gift Card be issued to a customer for any reason (Buylist/Trade Submission, Alternative method of Full or Partial Refund of an order etc.) it is non-refundable and cannot be transferred or converted to another payment method or currency.