TOP SHELF CO POLICY STATEMENTS
BY CHECKING OUT YOU AGREE TO OUR TERMS OF SERVICE AND POLICIES STATED ON OUR SITE
WE RESERVE THE RIGHT TO UPDATE OUR POLICIES AT ANY TIME WITHOUT NOTICE
SHIPPING
We currently ship only within Canada. We offer flat rates depending on the region, with East & West Coasts being priced in line with our costs. You will be able to review shipping costs in the final step of checkout, with options for Standard or Express shipping.
Orders over $249 pre-tax will automatically qualify for free standard shipping across Canada.
Please make sure you read our Pre-Order policy below, as we will not split larger orders to ship separately, 1 Order = 1 Shipment. If ordering pre-order items and in-stock items, we will not ship until the last release date on your order. The same applies to pre-orders with multiple release dates. If you want products to ship/arrive ASAP, please place separate orders accordingly.
Furthermore, if you cancel any pre-order items resulting in the order falling below the minimum, we will contact you to invoice the shipping charge.
If ordering to a remote area or PO BOX, please note that the shipping may be subject to additional fees not factored into checkout. Should this be the case you will be contacted accordingly.
In the case of exceptionally high shipping charges to certain delivery areas, we reserve the right to change your shipping from Express to Standard, and provide a refund for the difference.
Please know that we cannot offer free shipping to the Territories (YT, NT, NU) due to unpredictable shipping fees. You may be able to check out with our pre-set store fees, however if adjustments are needed, we will contact you.
ORDER CHANGES
If your order has not shipped or been picked up yet, we are happy to help make changes as needed.
Should any changes result in an order falling below the minimum threshold for free shipping, we will either need to bill for the appropriate shipping charge, or you can add other items to make the order eligible for free shipping.
Once an order has been charged, requests for order or product cancellations with a value over $200, including changes due to user error, will incur a cancellation fee of 3%. This will be deducted from your total refund and is meant to cover the transaction processing fees; we don't charge any other convenience or related fees.
Please see our full refund policy for more details.
SALES TAX
All orders are taxed according to the applicable tax rate in your province or territory. If tax is calculated incorrectly for any reason, we reserve the right to correct and reprocess the order.
HOW LONG WILL IT TAKE TO GET MY ORDER?
In-store pickup – If your order was placed prior to noon (12pm), it will be ready the same day. If your order is placed after 12pm, while there is a chance it will be ready sooner, it may not be ready until the next business day.
Either way, we ask that you please wait for an email notifying you that your pickup is ready.
Please have your order number, pickup email, and ID ready upon request.
If you would like to designate someone else to pick up on your behalf, please respond to the 'ready for pick-up' confirmation email, provide their full name, and include them (cc) on the email for reference.
We typically require orders to be picked up within one week, or we may refund the order in full. Please make sure you communicate with us and we will always try to accommodate holds.
Due to our increasing online order volume and the processes required to manage it, we cannot prepare pickup orders on demand before a pickup notification has been sent, such as coming to the store prior to receiving a pickup notification.
If you would like a same-day pickup, please purchase your products in store, and we'll be more than happy to assist you.
Shipping – Most orders ship out either same or next business day, depending on the time they are placed.
Orders before 12pm (noon) will be processed and shipped the same business day.
Orders after 12pm (noon) will be shipped out for the following business day.
Orders placed close to noon may be shipped out same day, but it is not guaranteed. The earlier your order is placed, the more likely it is to be processed and shipped.
Express orders will be prioritized by our team, however we still need enough time to process and meet carrier cutoffs, the same logic as stated above will apply.
We strive to ship as fast as we can, but there may be rare instances where these times can be extended up to two additional business days based on our order volume and operational capacity.
PRE-ORDERS
Orders with in-stock items, or multiple release dates:
>If placing an order of in-stock items as well as pre-order items, your order will not ship until the release of all the pre-orders.
>If your order has multiple release dates, we will ship everything once the last remaining product is released.
Please place separate orders accordingly if you would like in-stock items to ship right away, or pre-order items to ship as they're released.
Product pricing:
Pre-ordering gives you a price guarantee. TCG products can and will be repriced due to supply and/or market factors. If the price increases, you're locked in at the reserved price.
If our release day price happens to be lower than your pre-order price, you'll be charged the lowest price available; this will be automatically adjusted on our end, but will not be visible to you until the order payment is processed.
Please note that any price changes (decreases) after the official product release has passed will not qualify for a price adjustment. Trading card products can be subject to volatile market pricing, but we strive to price our products competitively at all times.
Pre-order payments
Most of our pre-orders require no payment upfront. Lock in your product & pricing, and don't worry about payment until product release. Note that your order will be charged as early as Monday of release week so that we can process orders to have the product in your hands for release day.
For products with an early-release or pre-release (including, but not limited to, Magic: The Gathering), the stated release date is the 'street date'. However TCGs with a pre-release periods will typically allow us to fill orders one week prior to the advertised release date, and as such your pre-order will be charged earlier so we can get you your products as soon as possible!
Pre-order adjustments and cancellations
Pre-orders will have a cancellation link in the confirmation email.
Cancellations resulting in an order to fall below the minimum threshold for free shipping, will make the order no longer eligible to ship for free. We will contact you to add items to the order or provide an invoice for the applicable shipping charge.
Cancellations need to be made in advance. Once an order has been charged it will be put into fulfilment, and we cannot guarantee that the cancellation request can be accommodated. Once shipped, regular return policies apply.
We reserve the right to modify pre-order quantities. In the rare case of exceptionally limited or under-allocated releases, we will fulfil orders on a first-come, first-served basis, and may retroactively limit items to 1 per customer or otherwise adjust quantities as needed. In the rarest instance of product shortages, we may have to cancel orders. We will communicate any cancellations or adjustments before shipping an affected order.
We will always do our best to serve our customers and meet demand. However' please understand that our options may be limited in the case of unexpected supply and allocation limitations from distributors.
PRODUCT AVAILABILITY & ORDER LIMITS
Pre-order items may have checkout limits to ensure we can serve as many customers as possible when supply is constrained. These limits are meant to apply per customer and will be followed strictly - additional orders made to circumvent limits will be cancelled.
In addition to pre-orders, all orders are subject to product availability and cart limits. While our inventory is typically very accurate, if an item is not in stock or is oversold when your order is placed, we will contact you to modify the order. Your shipping rate will not increase in these situations; if it was free it will remain as such.
Our priority is to serve collectors and players while giving the greatest number of customers a fair opportunity to purchase highly sought-after products. Thus, we reserve the right to adjust product quantities on a case-by-case basis. We will notify you of any adjustments before processing the affected order. This includes, but is not limited to 'buyouts' and large orders of high demand products.
Orders that appear to be intended for resale may be adjusted, limited, or cancelled - this includes vendors, marketplace sellers, online stores, or storefronts.
If you wish to purchase a larger quantity of product for personal or business purposes, please reach out to us. Where possible, we're happy to discuss bulk orders and special orders.
FRAUD PREVENTION
We may contact you to verify identification and credit card details.
In addition, 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 Canada are not accepted as we cannot perform this step if necessary.
We reserve the right to cancel an order when necessary for fraud prevention, inventory or pricing errors, policy violations, or other operational reasons. Any cancelled order will receive a full refund.
ORDER & ADDRESS CHANGES
We will try our best to accommodate, but cannot guarantee that we will be able to make adjustments, as we prioritize shipping orders quickly and they may already be picked up by partner carriers.
Once your order has left our facility, changes to addresses cannot be processed, due to liability and fraud risks. We cannot redirect or correct an address while an order is in transit. It may be possible to request that the carrier return it to our store, however you will be responsible for the original shipping which is non-refundable, and additional shipping costs if you wish to reship your order due to the entry error.
Should an item not be properly delivered due to an incorrect or incomplete address provided to us, Top Shelf Co assumes no responsibility for the loss incurred. We will however do our best to help you recover your package.
If an incorrect address was entered and we have not yet shipped, address changes will apply on a case-by-case basis. For customers with limited order history, we may require order cancelation and re-ordering with the correct information.
DELIVERY ISSUES
Please monitor your tracking information and retrieve your package promptly, as package theft is an unfortunate reality. Top Shelf Co is not liable for stolen or misplaced orders that have been marked as delivered. We will not provide refunds if the tracking information states it was delivered to the ordered address. However, if the proof of delivery shows a picture of an address that is not yours, we will work with you to resolve the problem.
For these reasons, we do require a signature for most of our shipments by default. It is not recommended that you pre-sign a package; if you waive the signature requirement or authorize the carrier to leave the package unattended, we will not be liable. Though we will try our best to assist, we may be unable to help with claims involving theft or loss after delivery.
If your order is lost in transit before delivery is completed, we will refund or reship your order if we still have the items available.
If you refuse a package or do not collect your package and it is sent back, we will issue the refund as store credit once we receive it back, minus the cost of shipping. If you wish to reship the order, we will require payment for the additional charges even if the order qualified for free shipping.
ORDER ISSUES & PRODUCT DAMAGES
If your shipment is excessively damaged or appears to be tampered with, you have the responsibility to refuse the delivery, in which case we will provide a refund of the full order including shipping once received back to our store. If you accept delivery of a damaged shipment, it is your responsibility to note the damage with the carrier at the time of delivery. Additionally, we require clear pictures of the damaged shipping box, including an image that shows the shipping label and visibly identifies the box.
Any damage or issue with your order must be communicated within 24 hours. We will work with you to find a resolution.
Please know that while we inspect product for glaring issues, we cannot guarantee flawless seals or shrink wrap because manufacturers do not either. If you require pristine sealed product, it's best to shop in store to verify and guarantee that the product meets your standards.
As such, superficial and minor scuffs, tears, or similar imperfections to the exterior packaging of Trading Card Game products, that otherwise have no impact on the internal contents , do not qualify as damage. All of our products are factory sealed and sourced from official authorized Canadian distributors.
If you believe the item is otherwise defective or if you receive the wrong item, please provide details and images so that we can evaluate the issue to make it right.
For any such concerns and issues, please email shop@topshelfco.ca with all the relevant information. Please make sure to provide images of products and shipping cartons.
We’re here to resolve any issues!