FAQ
We Care
We care about your shopping experience. We’re committed to delivering epic customer experiences, every time. Below you’ll find answers to the questions we get asked the most about our products.
What is your shipping policy?
Our shipping costs are based on rates quoted by the carriers and are reliant on the size, weight, and quantity of ordered items. We also ship using Expedited rates since they are slightly faster and our volume grants us this premium at the same price as the slower regular shipping.
You can trust that your order will be quickly processed and delivered safely.
Our shipping charges are determined by the total dollar amount of your order, excluding applicable sales tax.
Please note that Canada Post is not currently honouring any claims for parcel delays. If your parcel arrives outside of the expected delivery window, we will be unable to offer any reimbursement for shipping delays until Canada Post rescinds this policy.
How do I track my order?
Tracking:
- Once an order has shipped, we’ll send you an email with your unique tracking number. Your tracking number has the most updated information regarding your shipment.
- To view your tracking information, click the link in your shipping confirmation email. This will direct you to the carrier’s website where you’ll be able to track the progress of your shipment.
- Please note, it can take up to 24-48 hrs hours after receiving your shipping confirmation email for your tracking information to update.
- Please allow 1-3 business days for your order to process and ship out. We are always doing our best to make sure your order is sent as quickly as possible!
Based on value, your item will be shipped in a standard bubble mailer package, standard lettermail envelope or a cardboard box. Standard lettermail will not have tracking and insurance. If you would like to add tracking and insurance please email us for a quote.
Delivery times will vary based on the carrier service used depending on your location and factors such as weather. An order will take anywhere between 1-5 Business Days (Canada & USA) and 1-12 weeks (outside of North America) to reach you.
*We are not responsible for mis-delivery errors when incorrect shipping info is provided. However when applicable, we will pursue claims with the carrier for any orders shipping with insurance.
*Dual Collectible is not liable for Stolen/Misplaced/Lost in Transit orders that have been marked as delivered, however where appropriate, we will pursue a claim with the carrier.
Do I have to pay Sales Tax?
All orders in Canada are taxed according to your Province. Outside of Canada, the customer is responsible for any customs, duties, or other fees incurred after the initial transaction has been processed.
Do you ship to my country?
We ship worldwide!
Can I pick up my order?
We do not offer local pick-up.
How do I cancel my order?
- We reserve the right to apply a 15% restocking fee for orders cancelled under any circumstances. This is evaluated on a case by case basis. If you require an order cancellation, or partial cancellation, please contact us as soon as possible by sending a request by email to sales@dualcollectible.com
- WE RESERVE THE RIGHT TO CANCEL AN ORDER FOR ANY REASON. IF WE DO YOU WILL RECEIVE A FULL REFUND.
How do I amend my order?
- Changes to existing orders can be made by contacting us at sales@dualcollectible.com
- Please contact us via email request to make address changes once an order is placed. Changing the information on your account will not change the order details on our end.
To change your shipping method:
You can provide special delivery instructions in the notes section provided at checkout. If you have a last minute change/request or instructions which require special attention please contact sales@dualcollectible.com
Order problems?
- Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please contact us at sales@dualcollectible.com. Please remember to take pictures and/or video of your items and package to share with us for review.
- In the unfortunate event that you receive any damaged items in your parcel, please contact us at sales@dualcollectible.com with your order number and a description of the problem. These issues can only be addressed within 1-3 days of the tracked delivery date.
- If the parcel you receive is damaged please document that as well so that we can pursue a claim with the carrier.
What is your return policy?
Should you decide you do not want a product within 14 days of delivery, we will gladly offer a refund upon return of the product in the original condition. You will be responsible for any shipping costs associated with the return. We do not accept returns on Trading Card singles or sealed products.
Return Goods Procedure:
Goods may not be returned without our permission. Requests must be made within 10 days of receipt of goods. If your request is approved you will hear from our representatives within 48 hours. Goods for return are subject to a 15% restocking charge.Full credit will not be given if the product is not returned to us in its original condition.