SHIPPING POLICY FAQ
At time of purchase/checkout, you are agreeing to the policies and terms of service stated on our site and this page.
MISSING PIECES
If a product you’ve purchased from us has damaged or missing components, please contact the games publishers for replacement items. Most publishers will have a contacts page and they should be willing to ship you replacements, free of charge. If you need to get in contact with any publishers, please let us know via email and we can assist you in finding the appropriate contact.
COMMON QUESTIONS
1. WHEN WILL MY ORDER SHIP/ BE DELIVERED?
Our orders are processed and shipped within 0 to 3 business days after an order is made on our website. It is our goal to ensure that your orders are at your door as quickly as possible. Due to this, we may ship an order faster than we are able to accommodate adjustments to an order.
2. ORDER ADJUSTMENTS
Due to the speed of processing orders, we may be unable to respond and process order modifications before the orders are shipped out. We make an effort to respond to customer requests as quickly as possible ,but they may still not be possible if requests come after the order has been sent to the mail offices.
Any address changes must be made by contacting a staff member. Changing account information from the customer interface will not chance order details on out side. You must send an email or call us if you need to update your information.
Please try to provide as much of an advanced notice as possible if you are moving or changing addresses and have any outstanding orders with us.
3. IN-STORE PICKUP
In checkout, you will have the option to select in-store pickup at our brick-and-mortar location. Your order will typically be ready within 3 business days and will be held for at least one month after processing. When picking up your order, you must provide a valid photo ID. If you would like to have someone else pick up your order on your behalf, you must leave their name in your order notes, or email us at Store@redriotgames.ca with their name and your order number.
Please do not come to the store or call us expecting to pick up an order before you have received notification that it is ready. We will not be able to assemble an order on the spot, regardless of the number of items. Please contact us through phone or email if you have not received a pickup notification three business days after it was placed.
4. WHERE DO WE DELIVER?
Currently, we ship anywhere. Sone products cannot be shipped to the USA due to publisher restrictions. This includes, but is not limited to Games Workshop Products, sealed Magic:The Gathering (MTG) and other products. Restrictions will be noted on a given products page.
5. SHIPPING RATES FOR ADDRESSES WITHIN CANADA
Our store offers a flat rate $10.95 expedited shipping with tracking and insurance on all orders being delivered to addresses in Canada. If your order value meets or exceeded $100.00 before taxes and shipping charges, it will be eligible for free expedited shipping.
These orders are sent via Canada Post Expedited Parcel.
You can upgrade any order containing only TCG singles to Canada Post Xpresspost for a flat rate that will be calculated based on your order.
Orders to Remote Areas or Oversized Orders are subjected to additional fees. You will be contacted accordingly.
*ORDERS CONTAINING ONLY TRADING CARD GAME SINGLES
Orders containing exclusively TCG Singles are eligible for free Canada Post Expedited Shipping at $100.00 before taxes are applied.
Orders are sent via Canada Post Expedited Shipping with tracking and insurance at a flat rate of $10.95. RRG assumes and undertakes no responsibility for lost shipments, as it is the shipping companies responsibility to ensure the safety of shipped packages.
Orders to Remote Areas or Oversized Orders will be subject to additional fees. If this happens to be the case, you will be contacted accordingly.
6. SHIPPING RATES FOR THE UNITED STATES OF AMERICA
We offer a flat rate of $10.95 expedited shipping with tracking and insurance on orders containing only TCG singles. These can be shipped to addresses in the states of the USA. Orders over $100.00 will be eligible for free shipping. These orders will be sent via Canada Post Expedited Parcel. Orders must be a minimum of $20.00.
Orders containing a combination of products (TCG Accessories, Sealed Product, etc) will be subject to shipping rates appropriate to their weight and dimension.
RRG is not to be held responsible for any customs, duties, or other assorted fees after the initial transaction has been processed and verified.
Orders to Remote Areas or Oversized Orders will be subject to additional fees. If this happens to be the case, you will be contacted accordingly.
7. SALES TAX
All orders are subject to tax according to your Province, Territory, or State.
8. DELIVERY INSTRUCTIONS
You can provide special delivery instructions in the notes section at checkout. If you have any last-minute change, requests or instructions which are of particular importance, please contact Canada Post. RRG has no control after a product has been labelled for shipping.
9. DAMAGED ITEMS
In the event that you receive any damaged items in your parcel, please contact us at Store@redriotgames.ca or call us at (905)501-1909 with your order number, a description of the problem and a photograph of the damaged product.
If the parcel received is damaged, please document that as well so that we may be reimbursed by the carrier. We are willing to exchange, return or discount any damaged items. However, superficial scuffing, tearing or damage on Trading Cards Sealed Product that has no impact on the internal contents (i.e, does not result in damaging the cards within their box or pack) then this will not qualify. These events will be reviewed on a case-by-case basis for approval.
10. ONLINE SALES RETURNS
If you decide you do not want a product within 14 days of delivery or pickup, we will offer a refund upon the return of a product. The refund is subject to our approval. You will be held responsible for any shipping costs involved with the return. We do not currently accept returns on TCG singles, or Sealed Products.
11. PRE-ORDERS
Any orders containing Pre-Order products will be held until all products in the order have been released.
PRE-ORDERS FAQ
AT TIME OF PURCHASE/CHECKOUT YOU ARE AGREEING TO OUR TERMS OF SERVICE AND ALL POLICIES STATED ON OUR SITE.
ALL ORDERS ARE PAID FOR IN FULL AT TIME OF CHECKOUT
PRE-ORDER CANCELLATION POLICY
The cancellation of any and all pre-orders for TCG sealed products and other collectable card products (sleeves, deck boxes, etc) will incur a 10% fee based on the total value of the order. Unforeseen setbacks such as - but not limited to - release date delays, production or distribution factors and product allocation do not serve to circumvent this policy. Orders of multiple of the same item that are deemed fit for being resold are also subject to the 10% processing fee at the managers discretion. The sale of all TCG singles is final and no refunds will be issued.
The cancellation of pre-orders from all other categories of item (Board Games, Figures, etc) can be made freely and no refunds will be issues.
WHEN WILL MY ORDER SHIP?
All orders that contain pre-order products will be held until the release and arrival of all items in that order.
CAN YOU SEND SOME OF WHAT I ORDERED EARLY?
If you wish to split an order into multiple shipments, it will incur an additional shipping charge of $8.95 if the total value of the items ordered do not meet the $150 threshold, in which the shipping will be free of charge.
PRE-ORDER PRICE GUARANTEE
If we lower the price of a pre-ordered product before the release date, you will be refunded the difference to the card used to pay for the order made. If the price of a pre-ordered product is raised, then there will be no extra charges made.
This guarantee does not extend to TCG singles. All sales are final.
If there is a price adjustment at the distribution level, this may require us to contact you regarding a price increase. Should you not wish to pay the increase in price, we are willing to offer a full refund. Prices are also subjected to error and we will contact you should we notice an error in our pricing structure.
A product is considered released when the ‘Pre-Order’ text in their name is removed. Release dates are subject to chance due to errors or delays in publishing, distribution, or other circumstances outside our sphere of influence.
12. OVERSIZED ORDERS, SPECIAL CIRCUMSTANCES OR REMOTE LOCATIONS
In specific circumstances, additional charges may be required. In these scenarios, you will be contacted to arrange payment options.
If a product increases in cost to us from distribution, in these circumstances, we will reach out to you in order to pay the updated rate for this item (i.e, if the item increases in price so drastically to the point we are selling it at a loss). You will be contacted regarding this and an invoice will be sent only after contact.
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.
All orders are subjected to product availability. If an item is not in stock or oversold when your order is placed, we will attempt to contact you and remove the item from your order. If this addition brings you below the minimum free shipping threshold, we will still ship the rest of your order without charging.
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 chances made to your orders. This is regarding, but is not limited to ‘buyout scenarios and other orders involving the sale of high demand products. If an order is deemed to be intended for resale purposes, it may also be subjected to a potential adjustment.
15. SELLER PROTECTION & FRAUD DETECTION
Orders made on our website may be subjected to a name, address and phone verification with the issuing bank or credit card used. If we find that there are any discrepancies or significant errors that arise, we will make attempts to contact you and resolve the issue. Credit or Debit cards that are issued outside of the USA or Canada are not accepted as we will be unable to perform this step of inspection.
At our choosing, we may include a Card For Pickup or a Signature option for higher value orders. This is meant to act as an insurance/seller protection and prevents the theft of orders left on the doorstep. You will be informed of these aforementioned changes made to your order.
We reserve the right to cancel orders made by international or local buyers that set off our fraud detection. This includes orders made from addresses not matching the buyers address.
Orders made