This Shipping and Returns policy explains how ZYX Events packs, ships, and delivers collectibles and trading cards, how to report a problem with an order, and what can and cannot be returned.
It applies to collectibles and physical goods. Delivery of event tickets, including mobile transfers, is covered by our Terms of Service and our Refund and Cancellation Policy. This policy forms part of, and should be read together with, our Terms of Service. Nothing in this policy limits any right you have under applicable consumer protection law.
1. Where we ship from
Collectibles ship from Toronto, Ontario, Canada. We ship within Canada and, where we agree to it in writing, to the United States and other countries.
2. Shipping options and costs
Before you pay, we confirm the carrier, service level, estimated delivery time, and total shipping cost for your order. Shipping costs are based on the destination, the value and size of the order, and the level of protection chosen.
At our discretion, or at your request and cost, we may add tracking, insurance up to the declared value of the order, and signature on delivery. We may require insured and signature services for high value orders.
3. Processing time
We aim to ship promptly after payment clears. Orders placed on weekends or holidays, orders that need extra verification, and consigned items that we are still receiving may take longer. We will tell you if we expect a delay.
Delivery estimates are given by the carrier and are not guaranteed. We are not responsible for carrier delays, including delays caused by weather, strikes, customs, or high volumes, once a package has been handed to the carrier.
4. How we pack
Raw cards are sleeved and placed in a rigid holder or top loader. Graded items are protected in their original holder with additional padding. Sealed product is packed to protect the seal and packaging. Orders are shipped in a rigid box or bubble mailer suitable for the item, and high value orders ship in plain packaging that does not describe the contents.
5. Your delivery details
You are responsible for giving us a complete and accurate delivery address, name, and contact phone number. Please check these carefully before paying. If a package is returned to us because of an incorrect or incomplete address, or because it was refused or not collected, we may charge you the cost of reshipping.
We may be unable to change a delivery address once an order has shipped. We will not ship to a different address than the one on the order without verifying the request.
6. Local pickup
Where we offer pickup in Toronto, we will confirm the date, time, and location with you in writing. The person collecting the order may be asked to show government issued photo identification that matches the name on the order. Once you have collected and signed for an item, risk of loss passes to you.
7. International orders
Orders shipped outside Canada may be subject to customs duties, import taxes, and brokerage fees charged by the destination country or carrier. These are your responsibility unless we agree otherwise in writing. We will complete customs declarations truthfully and cannot mark an order as a gift or declare a lower value.
If an international shipment is refused, abandoned, or returned because duties or fees were not paid, you are responsible for the return shipping cost, and any refund will be reduced by that cost and any charges we could not recover.
8. Risk of loss and lost packages
Risk of loss passes to you once the carrier confirms delivery to the address you provided, or when you collect the item in person.
If a package is lost in transit before delivery, please tell us within 7 days after the estimated delivery date. We will open a claim with the carrier. Where the shipment was insured, we will refund or replace the item once the claim is settled. Where the shipment was not insured because you declined insurance that we offered, our responsibility is limited to what the carrier pays us, unless the law requires otherwise.
If tracking shows a package as delivered but you have not received it, please check with neighbours and your building, and contact the carrier and us within 48 hours. We will help with a carrier investigation, but we are not responsible for packages confirmed as delivered to the correct address.
9. Inspect on arrival
Please inspect your order as soon as it arrives. Any claim that an item is damaged in transit, is not the item ordered, is missing, or does not match its description must be sent to us within 48 hours of delivery.
Your claim should include clear photos of the outer packaging, the shipping label, the inner packaging, and the item, and where possible an unedited video of the package being opened. Please keep all packaging until your claim is resolved, as the carrier may need to inspect it.
We recommend recording the unboxing of high value items, as it is the most reliable way to support a claim.
10. Authenticity
We verify every collectible we sell before it ships. If you believe an item is not authentic, contact us within 14 days of delivery with the reasons for your concern and any supporting evidence, such as a written opinion from a recognised grading or authentication company.
Please do not alter, open, crack, or regrade the item before contacting us. If we agree that an item is not authentic, we will refund the total price you paid, including shipping, and arrange for its return at our cost.
11. What can be returned
You may return an item with our written approval if:
- it arrived damaged in transit and you reported it within the claim window;
- it is not the item you ordered;
- it does not match its description, including grade, certification number, set, edition, language, or condition as described; or
- it is not authentic.
12. What cannot be returned
Unless the law requires otherwise, the following cannot be returned:
- sealed product that has been opened, or whose seal, shrink wrap, or packaging has been disturbed after delivery;
- graded items removed from their holder, or holders that have been cracked, reholdered, or tampered with after delivery;
- raw cards whose condition, including photos, was shown to you before purchase, where the card matches what was shown;
- items purchased as a lot, box, or case, where only part of the lot is returned;
- items returned because you changed your mind or because the market price changed after purchase;
- any item sent back without our written approval.
13. Grades and certification
Grades are the independent opinion of the grading company that issued them. We do not guarantee that an item would receive the same grade if it were resubmitted or regraded, and a different opinion from another grader is not a reason for a return.
We will confirm the certification number of every graded item before sale where available. If the certification number does not match the grading company's records, the item does not match its description and may be returned.
14. How to return an approved item
If we approve a return, we will give you a return authorization and instructions in writing. The item must be returned within 7 days of approval, in the same condition as when you received it, in its original holder, seal, and packaging, and with tracking.
Where a return is needed because of our error, damage in transit, or an item that is not as described or not authentic, we will pay for return shipping or provide a prepaid label. In other cases that we approve as a goodwill gesture, you pay for return shipping.
You are responsible for the item until we receive it. We recommend insured shipping for valuable returns.
15. Refunds for returns
We will inspect a returned item promptly after receiving it. If the return is accepted, we refund the item price, and original shipping where the return was due to our error, to the original payment method as soon as reasonably possible. If the returned item is not in the condition described, we may refuse the return and send the item back to you at your cost.
16. Replacements
Where an item is lost, damaged, or not as described, we may offer a replacement of the same or equivalent item instead of a refund. A replacement is always your choice. If a replacement is not available, you will receive a refund.
17. Contact
To report a problem with an order, email support@zyxevents.com with the subject line "Order problem", your order details, and photos.