🚚 SHIPPING TIMELINES — PLEASE READ

Soul TCG Fulfilled: Orders are generally processed and shipped within 3 business days. Carrier delivery time varies by destination and shipping service.

Partner/Vendor Fulfilled: Some products ship directly from our partners or vendors and may take up to 15 business days to be delivered.

Please do not contact us about a normal shipping delay on partner/vendor products until the full 15-business-day period has passed.

Delivery estimates provided by carriers are estimates and are not guaranteed.

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SHIPPING POLICY

Last Updated: August 1, 2026

Soul TCG ships collectible cards, sealed products, fan art, toys, accessories and other hobby products from our Ottawa-based operation and, for certain products, directly through approved partners, vendors, distributors or other fulfillment providers.

By placing an order through soultcg.com, you acknowledge and agree to the shipping terms below.

1. SHIPPING TIMES — PLEASE READ

There are two fulfillment methods used by Soul TCG.

SOUL TCG FULFILLED ITEMS

Items fulfilled directly from the Soul TCG shop are generally processed and shipped within 3 business days after the order is placed.

The 3-business-day processing period is separate from carrier transit time.

Once the package has been handed to the carrier, actual delivery time depends on the destination, carrier, service selected, weather, volume, holidays and other circumstances outside Soul TCG's control.

PARTNER / VENDOR FULFILLED ITEMS

Certain products displayed on SoulTCG.com may be supplied or fulfilled directly by one of our approved partners, vendors, distributors or other companies we work with.

These items may take up to 15 business days to be delivered.

The 15-business-day period includes the applicable fulfillment and delivery process for these products unless the product listing states a different timeline.

Please do not contact Soul TCG regarding a delayed partner/vendor order until the full 15-business-day period has passed.

If the full 15-business-day period has passed without delivery or an applicable tracking update, contact us and we will investigate.

The product listing, checkout page or other product-specific shipping information may identify products subject to partner/vendor fulfillment.

2. BUSINESS DAYS

Unless otherwise stated, business days mean Monday through Friday, excluding Canadian statutory holidays.

Business days begin on the next applicable business day after the order is successfully placed and payment has been authorized.

Weekends and statutory holidays do not count toward processing or business-day delivery periods.

3. CARRIER TRANSIT TIMES

Once an order has been shipped, the estimated delivery date provided by a carrier is an estimate, not a guarantee.

Soul TCG does not control carrier transit times after a package has been accepted by the carrier.

Carrier delays may occur because of:

• Weather
• Holidays
• High shipping volume
• Labour disruptions
• Transportation delays
• Mechanical issues
• Customs
• Remote-area delivery
• Incorrect or incomplete address information
• Security inspections
• Other circumstances outside Soul TCG's reasonable control

Carrier delays do not automatically qualify for a refund of shipping charges.

This separation of processing time from transit time follows the stronger approach used by Hobbiesville, which expressly states that checkout transit estimates do not include processing and are not guaranteed.

4. SHIPPING RATES

Shipping charges are calculated and displayed at checkout based on factors that may include:

• Destination
• Package size
• Package weight
• Shipping service
• Product type
• Order contents
• Carrier rates
• Remote-area considerations

The shipping charge shown at checkout applies to the shipping service selected for that order.

Free-shipping promotions are subject to their individual promotional terms.

Soul TCG reserves the right to correct shipping-price errors and to contact customers where an order requires substantially different shipping arrangements because of size, weight, destination or other special circumstances.

5. SPLIT FULFILLMENT & MULTIPLE SHIPMENTS

An order may contain products fulfilled from different locations.

Where applicable, Soul TCG may ship an order in multiple packages.

A single order may therefore have:

• Multiple tracking numbers;
• Different shipment dates;
• Different carriers; or
• Different delivery dates.

Customers will not necessarily receive every item in an order in the same package.

Where a product is fulfilled directly by a partner or vendor, that item may ship separately from Soul TCG-fulfilled merchandise.

Additional shipping charges are not automatically refunded simply because an order ships in multiple packages.

6. ORDER PROCESSING

Orders cannot always be modified once fulfillment has begun.

We recommend contacting Soul TCG immediately if you need to report an address problem or other urgent order issue.

The fact that an order has not yet received a tracking number does not necessarily mean that fulfillment has not started.

An order may be:

• Processing;
• Being picked;
• Being packed;
• Awaiting carrier pickup;
• Awaiting partner fulfillment; or
• Awaiting a shipping label update.

Tracking information may take time to appear or update after a package has been handed to a carrier.

7. ORDER COMBINING

Soul TCG may combine multiple orders at our discretion where practical.

We do not guarantee that separate orders can be combined.

Orders already processed, packed or shipped generally cannot be combined.

Customers should not place separate orders expecting that shipping charges will automatically be refunded or consolidated.

8. ADDRESS ACCURACY

The customer is responsible for providing a complete and accurate shipping address.

This includes:

• Street number;
• Unit/apartment number;
• Postal code;
• City;
• Province/state;
• Country; and
• Any required delivery information.

Soul TCG is not responsible for loss, delay, additional shipping charges, return-to-sender charges or other problems caused by an incorrect, incomplete or outdated address supplied by the customer.

If a package is returned to Soul TCG because the customer provided incorrect or incomplete address information, the customer may be required to pay the applicable costs before the package is reshipped.

This reflects protections used by Hobbiesville and 401 Games for customer-supplied address errors.

9. ADDRESS CHANGES

Address-change requests must be submitted as soon as possible.

Updating an address on a customer account does not necessarily update an existing order.

Customers must contact Soul TCG directly regarding an existing order.

Once an order has entered fulfillment or been shipped, an address change may no longer be possible.

If a carrier permits rerouting or correction, any resulting carrier fees may be the customer's responsibility.

10. TRACKED SHIPPING

Tracked shipping is strongly recommended for higher-value collectible purchases.

Tracking information is provided where the selected service includes tracking.

Once tracking indicates that a package has been delivered to the shipping address provided by the customer, Soul TCG may consider the shipment delivered.

Customers are responsible for taking reasonable precautions to receive packages safely.

For high-value orders, Soul TCG may require:

• Signature on delivery;
• Additional verification;
• Pickup at a carrier location;
• A specific shipping service; or
• Other delivery safeguards.

Soul TCG may require signature delivery at our discretion based on order value, product type, destination, transaction risk or other circumstances.

401 Games and Danireon both specifically reserve the right to use signature requirements for higher-risk or higher-value orders.

11. UNTRACKED / LETTER-MAIL SHIPPING

Where Soul TCG offers an untracked shipping method, the customer acknowledges that the shipment:

• Does not include carrier tracking;
• May not include insurance;
• May have limited delivery-status information; and
• Is subject to greater delivery uncertainty than tracked shipping.

Soul TCG is not responsible for losses that cannot be verified through the applicable carrier's tracking system where the customer voluntarily selected an untracked shipping service, except where otherwise required by applicable law.

Untracked services should not be selected for high-value collectibles.

This approach is consistent with Hobbiesville and 401 Games, which expressly disclaim responsibility for lost uninsured/untracked letter-mail shipments.

12. LOST OR DELAYED PACKAGES

If your order has not arrived, please first review the tracking information supplied by the carrier.

For Soul TCG-fulfilled orders, customers should allow the applicable carrier transit period to pass before treating the shipment as delayed.

For partner/vendor-fulfilled products, customers must allow the full 15 business days before contacting Soul TCG regarding a delivery delay, unless the tracking information already indicates a serious issue such as a confirmed return, exception or other problem requiring immediate attention.

Once the applicable waiting period has passed, Soul TCG may investigate the shipment with the carrier, vendor or fulfillment partner.

Investigation or replacement decisions are made on a case-by-case basis.

13. DELIVERED BUT NOT RECEIVED

If tracking confirms that a package was delivered, Soul TCG does not automatically consider the package lost or stolen.

Customers should first:

• Check the delivery location;
• Check with household members;
• Check with building management or reception;
• Check nearby safe locations;
• Review carrier delivery information; and
• Contact the carrier where appropriate.

Soul TCG may request that the customer cooperate with a carrier investigation.

Orders marked delivered may require additional verification before any replacement or refund is considered.

14. STOLEN PACKAGES / PORCH THEFT

Soul TCG is not automatically responsible for packages stolen after carrier-confirmed delivery.

Customers are responsible for providing a safe delivery location and may request carrier delivery options where available.

For high-value purchases, customers are encouraged to use signature-required delivery or another secure delivery option when available.

Where Soul TCG offers optional package protection at checkout, the terms of that protection program govern the applicable claim.

15. DAMAGED SHIPMENTS

If a package arrives visibly damaged, customers should photograph the package before opening it whenever reasonably possible.

Please retain:

• The shipping box;
• Mailer;
• Wrapping;
• Packing materials;
• Product;
• Shipping label; and
• Any visible damage.

Contact Soul TCG with the order number and photographs as soon as reasonably possible.

Do not discard the packaging until the claim has been reviewed.

Minor cosmetic damage to exterior packaging does not automatically mean the collectible itself is damaged.

401 Games specifically distinguishes material damage from superficial scuffing or tearing on sealed TCG packaging, while Hobbiesville similarly separates actual shipment problems from its normal shipping process.

16. PACKAGING IMPERFECTIONS

Collectible products may experience minor packaging imperfections during manufacturing, warehousing and transportation.

Minor:

• Scuffs;
• Dents;
• Scratches;
• Corner wear;
• Shrink-wrap imperfections;
• Small tears;
• Seal-area imperfections; or
• Other superficial packaging defects

may not qualify as shipping damage where the product contents remain unaffected.

Soul TCG may review such issues on a case-by-case basis.

For TCG products, packaging imperfections that do not materially affect the contents are generally not grounds for compensation.

17. INTERNATIONAL SHIPPING

Soul TCG may ship internationally where shipping is available for the applicable destination and product.

International customers are responsible for all applicable:

• Customs duties;
• Import taxes;
• Brokerage fees;
• Entry fees;
• Government charges; and
• Other destination-country charges

unless expressly stated otherwise at checkout.

Soul TCG does not control foreign customs procedures or government fees.

Customs delays are outside Soul TCG's control.

If an international package is refused or abandoned because the customer does not pay applicable duties, taxes or fees, the customer remains responsible for resulting return-shipping and other costs where permitted by law.

Hobbiesville, Danireon and 401 Games all explicitly place applicable international duties/taxes on the customer and address returned/refused international shipments.

18. CUSTOMS INSPECTIONS

International shipments may be opened or inspected by customs or border authorities.

Soul TCG is not responsible for delays, damage to external packaging, opened parcels or other consequences resulting from lawful customs inspection.

Customs activity does not automatically qualify an order for compensation.

19. REMOTE & OVERSIZED SHIPMENTS

Orders shipped to remote locations or containing unusually large, heavy or oversized products may require additional shipping charges or specialized handling.

If the shipping cost calculated at checkout is insufficient to reasonably fulfill the order, Soul TCG may contact the customer before shipment regarding the additional amount.

If the additional shipping requirement is not accepted, Soul TCG may cancel the affected order and refund the amount paid for the affected items.

401 Games and Danireon both expressly reserve the ability to charge additional amounts for oversized or remote shipments.

20. PARTNER & VENDOR FULFILLMENT

Some products available through SoulTCG.com may be supplied directly by a partner, vendor, distributor, manufacturer or other fulfillment provider.

These products may have different:

• Processing timelines;
• Shipping methods;
• Tracking systems;
• Packaging;
• Carriers; or
• Delivery estimates.

IMPORTANT:

Partner/vendor products may take up to 15 business days to be delivered.

The customer agrees to allow the full 15-business-day period before contacting Soul TCG regarding a normal delivery delay.

Once the 15-business-day period has passed without delivery, Soul TCG will investigate the order with the applicable partner, vendor or carrier.

Partner/vendor fulfillment may also result in separate shipments from the same order.

21. Products With Different Fulfillment Sources

If an order contains both Soul TCG-fulfilled products and partner/vendor-fulfilled products, the order may arrive in multiple shipments.

The 3-business-day Soul TCG processing timeline applies only to products fulfilled directly by Soul TCG.

The 15-business-day timeline applies to products fulfilled through partners/vendors where the product is identified as such.

Customers are responsible for reviewing product-specific fulfillment information before placing an order.

22. Pre-Orders

Pre-order products are subject to their stated release and fulfillment timelines.

Manufacturer release dates, allocations and distributor availability may change.

Pre-orders may be shipped after stock is physically received by Soul TCG or the applicable fulfillment partner.

Where an order contains products with different release or fulfillment dates, Soul TCG may hold the order until the applicable products are available or ship products separately at our discretion.

23. Shipping During High-Volume Periods

Shipping and processing may take longer during:

• Product releases;
• Major Pokémon releases;
• Black Friday;
• Cyber Monday;
• Boxing Day;
• Holiday periods;
• Large promotional events;
• Convention periods;
• Major sales; or
• Unusually high order volumes.

Where a product page or checkout provides a longer timeline, that timeline takes precedence.

Carrier transit delays are separate from Soul TCG's fulfillment time.

24. No Guaranteed Delivery Dates

Unless Soul TCG expressly provides a written guaranteed delivery commitment, all shipping and delivery dates are estimates.

Selecting an expedited shipping service does not guarantee delivery by a particular calendar date unless the selected carrier service expressly provides such a guarantee and that guarantee is applicable to the shipment.

Soul TCG is not responsible for indirect losses caused by a carrier delay.

25. Shipping Protection

Where an optional shipping or package-protection service is offered at checkout, customers should review its terms before purchase.

Protection may have:

• Coverage limits;
• Exclusions;
• Claim deadlines;
• Documentation requirements;
• Replacement-only provisions; or
• Other conditions.

Failure to purchase optional protection may limit the remedies available for certain stolen, lost or damaged shipments, except where applicable law provides otherwise.

26. Shipping Claims

When contacting Soul TCG regarding a shipping issue, please provide:

Order Number
Name
Tracking Number, if available
Description of the issue
Photographs, where applicable

Soul TCG may require additional information or documentation before processing a claim.

We reserve the right to investigate claims with:

• Canada Post;
• Courier providers;
• Shipping-insurance providers;
• Vendors;
• Partners;
• Distributors; or
• Other fulfillment providers.

27. Refunds for Shipping

Shipping charges are generally non-refundable due to ordinary carrier delays.

Refunds relating to shipping may be issued only where required by applicable law or where Soul TCG determines that a refund is appropriate under the circumstances.

A carrier missing an estimated delivery date does not automatically create a right to reimbursement of shipping charges.

Hobbiesville expressly states that carrier delays do not qualify for shipping refunds.

28. Refused, Undeliverable & Returned Packages

If a package is returned to Soul TCG because of:

• An incorrect address;
• An incomplete address;
• Customer refusal;
• Failure to collect;
• Failure to pay applicable customs charges;
• Failure to accept delivery; or
• Other customer-controlled circumstances,

Soul TCG may deduct applicable shipping, return-shipping, carrier, customs or other costs from any refund where permitted by law.

A replacement shipment may require payment of a new shipping charge.

29. Signature & High-Value Orders

Soul TCG reserves the right to require a signature, identity verification or other delivery safeguards for orders that we determine warrant additional protection.

This may be based on:

• Order value;
• Product type;
• Customer history;
• Destination;
• Payment risk;
• Fraud-prevention requirements; or
• Other security considerations.

Customers are responsible for making reasonable arrangements to receive signature-required shipments.

30. Shipping Policy & Other Policies

This Shipping Policy should be read together with the Soul TCG:

• Terms of Service;
• Return & Refund Policy;
• Privacy Policy;
• Pre-Order Terms;
• Product-specific terms;
• Promotional terms; and
• Applicable third-party marketplace policies.

Where a product listing contains a specific shipping timeline or fulfillment disclosure, that specific disclosure applies to that product.

31. Changes to Shipping Terms

Soul TCG may update shipping methods, carriers, shipping rates, processing times and this policy from time to time.

The applicable shipping terms presented at the time of purchase generally govern that order, subject to applicable law.

32. Contact

For shipping questions or issues:

Soul TCG
Ottawa, Ontario, Canada

Email: soultcg.canada@gmail.com
Phone: 343-550-4950

Please remember:
Soul TCG-fulfilled items — allow up to 3 business days for fulfillment.
Partner/vendor-fulfilled items — allow up to 15 business days for delivery before contacting us regarding a normal delay.

Cards With Soul. Canada's Cozy Chaos Collector Community.