Shipping policy

This policy applies to physical orders placed with ISun International Service Company Limited, trading as Cardz Game, at cardzgame.pro.

1. Dispatch Location and Availability

Physical orders are packed and dispatched from Japan. Available destinations, delivery services and charges are shown at checkout. The store provides delivery only; it does not offer public shop collection or walk-in service.

2. Processing and Transit Times

Paid orders are normally prepared within 1–3 business days. A different dispatch estimate disclosed on the product page, including for a preorder, takes precedence for that item. If we expect a material delay, we will contact you with an updated estimate and the available options.

Processing time is separate from carrier transit time. International postal delivery is generally estimated at 7–14 business days after dispatch, with additional time possible for customs clearance or disruption. Estimates are not guaranteed delivery dates. Service-specific estimates disclosed before checkout take precedence over this general estimate. Later delivery updates do not alter rights established under the accepted order.

Preorders and special orders must be identified with their estimated supply window before checkout. If we cannot supply an item, we refund it and its related unused delivery charge. A material delay is handled under Article 5.6 of our Terms and Conditions; a supplier delay does not automatically remove cancellation rights or permit indefinite retention of payment. We do not impose a cancellation fee where cancellation remedies our failure to supply.

3. Delivery Charges and Packing

Delivery charges depend on the destination, parcel and service selected at checkout. We package PSA holders and other collectibles with appropriate protection to reduce movement and damage in transit.

Items purchased in one checkout normally travel together unless we tell you otherwise. Separate checkouts are normally processed separately. Contact us before packing if you would like to request consolidation; it is not guaranteed. We will not add an undisclosed charge for a split shipment.

4. Tracking

We send tracking information when the parcel is dispatched. The carrier is identified in the dispatch notice. Use the number on that carrier's official tracking service. Creating a label does not mean the carrier has received the parcel.

Tracking may pause during export, customs clearance, weekends or public holidays. Contact us if an expected delivery date has passed or tracking appears unusually delayed. We will investigate rather than treating an inactive scan as proof of delivery.

5. Customs, Duties and Import Requirements

Unless collected and expressly shown at checkout, destination import duty, tax and carrier clearance charges are payable by the recipient. Customs authorities or carriers determine these charges. The recipient must provide information reasonably required for lawful import clearance.

We provide truthful customs information and cannot mark a purchase as a gift or declare an artificial value. If you need information about destination charges before ordering, contact your local customs authority or carrier.

6. Address Changes and Failed Delivery

Check the full name, street address, unit, postcode, telephone number and destination before payment. Request corrections immediately. We can make changes only where fulfilment and carrier arrangements still permit them and may require renewed verification. We may decline an insecure redirection. A request does not automatically stop dispatch.

If a parcel is returned because of an address error, non-collection or unpaid import charges attributable to you, we will explain the redelivery or cancellation options and any documented, legally recoverable costs. If we caused the error, we bear the reasonable cost of correcting it. A returned parcel does not automatically cancel your rights or forfeit the purchase price.

Where lawful, those costs may include carrier return charges, repeat delivery charges and customs costs that cannot be recovered and result from your failure to meet the disclosed delivery requirements. We may require payment of an agreed redelivery charge before re-dispatch. There is no automatic restocking penalty or right to retain more than the recoverable amount.

7. Damage, Missing Parcels and Delivery Disputes

If practical, inspect the outer packaging on arrival and photograph visible damage before discarding anything. Report visible transit damage or an incorrect delivery promptly, preferably within 48 hours, and keep the packaging. This request does not shorten legal claim periods.

If tracking shows delivery but you have not received the parcel, check with household members, your building reception and any authorised recipient, then contact us. We will review the carrier evidence and investigate the delivery. A tracking status alone does not automatically resolve a disputed delivery.

We remain responsible for fulfilling the retail order. Any replacement or refund is assessed under the contract and applicable law, not solely by the carrier's compensation limit. Risk of accidental loss or damage passes when you or your nominated recipient takes physical possession.

8. Contact

Use our contact form with your order number and tracking details. See our Returns and Refunds Policy for the claim and return process. Obtain a return address from us before sending any goods.