Shipping policy
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
See our complete policy statements here.
ORDERS MADE THROUGH THE SHOP APP
Please know that orders placed through the Shop App directly may override some of our intended native website functions. This functionality is largely outside of our control and, in some situations, may require us to enforce policies that would otherwise be applied automatically when ordering directly through our website.
Pre-orders placed directly through our website do not require a deposit and are only charged prior to shipping [see our PRE-ORDER policies below]. However, orders placed through the Shop App will be charged upfront in full. As such, any cancellations or changes that result in a refund will be subject to the 3% cancellation fee [See Pre-order adjustments and cancellations].
Additionally, certain pre-order and in-stock items may have cart or quantity limits which the Shop App can override [see PRODUCT AVAILABILITY & ORDER LIMITS]. If this occurs, we will contact you to explain any required adjustments to your order.
HOW LONG WILL IT TAKE TO GET MY ORDER?
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.
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!