Store Policies

Exchanges

We accept exchanges on unopened products within 14 days of purchase. A receipt is required.

Exchanges can be made for other items or store credit.

You’ll need to pay the difference if the new item costs more.

If it costs less, we’ll issue the difference as store credit.

We do not offer refunds.

We do not accept returns or exchanges on Trading Card Game (TCG) products.

Missing Pieces

If your game is missing parts or has damaged components, please contact the game’s publisher directly. Most will send you replacements free of charge.

Need help finding the right contact? We’re happy to point you in the right direction.

In-Store Pickups

If you select in-store pickup at checkout, we’ll process your order and notify you once it’s ready.

You’ll receive an email when your order is marked as “Fulfilled.”

Please do not come to pick it up until you’ve received that email. Most orders are ready within 1-2 business days, but it may take longer in rare cases.

To pick up:

Bring a piece of photo ID and your order number.

If someone else is picking up your order:

Leave their name in the order notes or

Please email us via our Contact Us form with your order number and the name of the person you are inquiring about.

You may need to present the credit card used for the purchase, in addition to your ID, to pick up. The name and address on your credit card must match the information on your ID, and both must match the information provided during the order process. If this is your first purchase with us and your order exceeds $100, we may refund the purchase at the time of pickup and request that you pay in person as an additional security measure.

Shipping Delays + Lost Packages

If your order is MIA, you will need to open a ticket with Canada Post before it can be declared officially lost.

If you added insurance to your order, we’ve got you covered and will fully compensate you.

Didn’t get insurance? If it’s been the extra 12 business days we ask you to wait, and it still hasn’t arrived, we’ll mark it as lost. That said, without insurance, Esper Cards & Games can’t take responsibility for the loss.

These cases are super rare, but for peace of mind, we always suggest upgrading to expedited shipping.