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

 

TOP SHELF CO SHIPPING

We currently ship across Canada only. We offer flat rates depending on the region, with East & West coast 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. Same applies for 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 unreasonable shipping charges to certain delivery areas, we reserve the right to downgrade 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 fee's, 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 to 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 billed, refunds for cancelled orders or products over $200 could incur a restocking fee of 3%, which will be deducted from your total refund.

Please see our full refund policy for more details.

 

SALES TAX

All orders are taxed according to your Province or Territory. Should the tax not be applied correctly due to any reason, we reserve the right to re-process 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 pickup on your behalf please respond to your order email, provide their full name, and include them 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 an increasing number of online orders and the processes we've implemented to handle such volume, we will not be able to get pickup orders ready on demand (I.e. if you come to the store prior to receiving a pickup notification).
If you would like a same day pickup, please come to purchase your products in store, and we'll be more than happy to assist you.

Shipping – Most orders ship out same day or next 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 higher likelihood of it getting processed and shipped.

Express orders will be prioritized by our team, however we still need enough time to process and meet carrier cut offs, 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 one (1) additional business day based on our order volume and operational capacities.

 

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 the pre-orders.

>If your order has multiple release dates, we will ship everything once the last remaining product is released.

>If you would like in stock items to ship right away, or pre-order items to ship at their release.

Please place separate orders accordingly.

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 then 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 not 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 quite volatile market pricing, we strive price competitively at all times.

Pre-order payments

Most of our pre-orders require no payment up-front. 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 on 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 such as (but not limited to) Magic: The Gathering, the stated release date is the 'street date'. However pre-release will typically allow us to fill orders 1 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

We are currently phasing into a new pre-order system.

(Old system) If you received a Purpledot confirmation, you can make adjustments to pre-orders on your own by going to our their website and input the information you would have received via email after ordering: https://app.getpurpledot.com/shopper

Once fully phased to the new system, all pre-orders will have a cancelation link in the confirmation email directly.

Cancelations 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 increase the order to meet the minimum, and/or provide an invoice for the shipping charge.

Cancelations need to be made in advance. Once an order has been charged it will be put into fulfilment, and we cannot guarantee the cancelation. 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 serve 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. Any adjustments or cancelations will be communicated, we will not ship orders that have had changes, without letting you know.

We will always do our best to serve our clients and meet demand, however please understand that our options may be restricted in the case of unexpected supply limitation 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 customers 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 over sold 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 always to serve collectors and players, and to provide a fair chance for the largest amount of customers to get their hands on highly sough after product. Thus, we reserve the right to adjust the quantities of products ordered on a case-by-case basis, of which you will be notified. This pertains to but is not limited to 'buyouts' and high demand products.

If an order is suspected or deemed to be for resale purposes it may be subject to a potential adjustment, limitations, and/or cancelation - this includes vendors, marketplace sellers, online stores, or store fronts.

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 of Canada are not accepted as we cannot perform this step if necessary.

We reserve the right to cancel any order, for any reason, in which case you 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, changes to addresses will not be able to be processed, due to liability and fraud risks. We cannot re-direct or fix an order in transit, it may be possible to request it back to our store, however you will be responsible for the original shipping (not refunded) & new shipping costs if you wish to re-ship 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 a wrong address was entered and we have not yet shipped, address changes will apply on a case-by-case basis. For customers with inadequate order history, we may require order cancelation and re-ordering with the correct information .

 

ISSUES WITH DELIVERY & DAMAGES

It is your responsibility to track your delivery as package theft is an unfortunate reality. Top Shelf Co is not liable for stolen, 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.

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, doing so transfers all responsibility from Top Shelf to the customer.

If your order gets lost in transit without a final delivery, we will refund or re-ship 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 refund the order once we receive it back, minus the cost of shipping. If you wish to re-ship the order, we will require payment for the charges even if the order qualified for free shipping.

If your shipment is noticeably damaged, 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.

Any damage or issue with your order must be communicated within 24 hours. We will work with you to find a resolution.

Superficial and minor scuffs, tears, or similar imperfections on Trading Card Game products that have no impact on the internal contents does not qualify as damage. All of our product is factory sealed and sourced from official Canadian Distributors.

If you believe the item is defective or if you receive the wrong item, please provide details so that we can evaluate the issue and make it right.

We’re here to resolve any issues!