If you have not received a shipping notification email and it has been more than 72 hours since you placed the order, you may need to contact us. Before doing so, please check your spam folder, and confirm that the order did not contain any pre-order products (you can view all of your orders by logging into your account on our website and clicking on your name. Pre-order products will have "Pre-Order" in the title).

If your order does contain pre-orders, the entire order will ship once all products are available. 

Otherwise, please submit a support ticket and one of our staff will investigate to get the order shipped as soon as possible.

Pick-up orders are usually ready in 1-3 days. You will receive a pick-up notification email once the order is available. Please do not come to the store expecting to pick up your order if you have not yet received the notification.

If more than 72 hours have passed and you have not received a notification, please check your spam folder. If you still have not received anything, submit a new support ticket and one of our staff will investigate the issue.

We do not offer same day pick-up. Typically orders will be ready in 1-3 days and you will receive an email notification when they are ready to pick up.

We are very sorry that there was a problem with your order! Our staff would be happy to help resolve the issue by making sure you receive the products that you ordered or otherwise come to an arrangement that you are happy with. Please submit a support ticket and include the order number along with a description of the problem and we will be in touch shortly.

Note regarding sealed TCG products:

Small tears, scuffs and separations at the seams of factory sealed product shrink wrap is completely normal and will not be grounds for compensation. All our products are sourced from official Canadian Distributors and we are in excellent standing with the parent companies of all Trading Card Games we carry.

This policy applies only to online orders.

Should you decide you do not want a product within 14 days of delivery or pick-up we will gladly offer a refund upon return of the product. The product must be in original condition, unopened and must arrive to us in that same condition. You may mail the products back to us or drop them off at one of our physical locations. You will be responsible for any shipping costs associated with the return. We do not accept returns on Trading Card Game singles, Trading Card Game sealed product, or Sports products. Additionally, if the item you wish to return was a pre-order, there may be additional fees. Please see I would like to cancel an order for more details.

Please submit a support ticket requesting a return before sending back any products.

We have a separate return policy for in-store purchases.

Orders that do not contain any pre-order items are shipped within 3 days. If your order contains any items labelled as pre-orders, the entire order will be held until the last pre-order item has released. To split an order and ship it in multiple parts, email support@ezgames.ca with your request.

Depending on the value of your order, splitting it to ship in multiple parts may incur additional shipping costs.

If you would like to cancel an order, please submit a support ticket and one of our staff will help you. Please note that if your order has already been processed we may not be able to cancel it before it leaves the warehouse.

Cancellation of pre-orders will incur a 10% processing fee based on the total order value. 

Release date delays, product allocation issues, and other logistics, production, or distribution factors outside of our control will not serve as reason to circumvent this policy.

Orders placed for multiple copies of a single item which are suspected to be for resale/speculative purposes may have their quantities reduced. Reductions made by EZ Games for this reason may also be subject to the 10% processing fee at management’s discretion.

As per our TCG Singles Shipping Policy, all singles sales are final.

 

Shipping within Canada typically takes 1-7 days after the order leaves our store. Shipping to the United States may take longer. 

Orders typically leave our store within 3 business days.

When you click on your tracking number shortly after it is sent to you, it may indicate that there is no item associated with the number. This is perfectly normal and the information will update once the parcel has been picked up by Canada Post and scanned at one of their facilities. This usually takes no more than a day, however if Canada Post is experiencing delays, it is possible for it to remain in this status for longer. Please be patient and the tracking information will be updated as soon as possible.