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 except as outlined in our cancellation policies or where required by law.

We do not accept returns or exchanges on Trading Card Game (TCG) products, except where required by law.

Cancellation of Pre-orders

If you choose to cancel a pre-order with us, we will withhold a 10% restocking fee from your refund, except where prohibited by applicable law.

This policy applies to all pre-orders. Pre-orders reserve products that would otherwise be available to other customers, and the fee covers the cost of processing your order and holding stock specifically for you.

The restocking fee is calculated on the merchandise subtotal before taxes.

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.

This does not affect your rights under applicable consumer protection legislation.

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.

Picking Up Your Order

To pick up your order, please 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 when placing your order, or
Contact us through our Contact Us form with your order number and the name of the person authorized to collect it.

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.

Pickup Timeframe

Orders must be collected within 30 calendar days of receiving your pickup notification.

If you cannot collect your order within this timeframe, please contact us before the deadline to arrange an extension.

Uncollected Orders and Cancellation

If your order has not been collected within 30 calendar days:

We will send a final pickup reminder to the email address associated with your order.
You will have an additional 7 calendar days to collect your order or contact us to arrange an extension.
If we do not hear from you within this period, your order may be cancelled and the products returned to our available inventory.
A 10% restocking fee will apply to orders cancelled due to failure to collect within the specified pickup period, provided the fee was disclosed before purchase and is permitted by applicable law.

Refunds for Uncollected Orders

If your order is cancelled because it was not collected within the specified pickup period, a 10% restocking fee will be deducted from the merchandise subtotal before taxes, where permitted by law.

The remaining balance, including applicable tax adjustments, will be refunded to your original payment method.

Refund processing times depend on your payment provider.

The restocking fee will not apply where a full refund is required under applicable consumer protection legislation.

Need More Time?

We understand that life gets busy!

If you need additional time to collect your order, please contact us before the pickup deadline. We'll do our best to accommodate reasonable requests.

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, except where required by law.

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

Trade-In Policy

All trade-ins are final.

By accepting store credit for your cards, you are transferring full ownership of those items to Esper Cards & Games.

Please review the offer carefully before confirming your trade.

Important Notes:

Store credit cannot be converted to cash after issuance.
Traded items cannot be returned once processed.
We reserve the right to reprice, list, sell, or distribute traded items immediately.
Store credit has no cash value and is non-transferable.

If you have any questions, please ask before completing your trade.

Thank you for helping us keep our trade process fair and consistent for everyone.