Shipping policy
At PNOY TCG, we understand that trading cards, sealed TCG products and collectibles need to arrive safely. We take care when packing every order and use tracked shipping so customers can follow their parcel from dispatch to delivery.
Australia Post & Tracking
All orders from PNOY TCG are shipped using Australia Post.
Every shipment will include Australia Post tracking at a minimum. Once your order has been dispatched, tracking information will be provided using the contact details supplied with your order.
Australia Post Parcel Post and Express Post services include tracking.
For higher-value orders, PNOY TCG may also use Signature on Delivery, Extra Cover or other additional Australia Post services where we consider this appropriate for the value or nature of the order.
Australia Post advises that most eligible parcel services include up to $100 compensation for loss or damage, with additional Extra Cover available for eligible higher-value items.
Order Processing & Dispatch
Orders are carefully checked and packaged before dispatch.
Orders are processed on business days. During new TCG releases, major product launches, sales events, public holidays or periods of unusually high order volume, dispatch may take longer than usual.
Once an order has been lodged with Australia Post, delivery timeframes are estimates provided by Australia Post and may be affected by factors outside the control of PNOY TCG.
Packaging
We take reasonable care to protect trading cards, booster boxes, sealed products and collectibles during transit.
Depending on the product, orders may be protected using sleeves, top loaders, rigid card holders, bubble wrap, protective packaging, cardboard reinforcement, satchels and/or shipping boxes.
While we take care when packing orders, minor cosmetic imperfections to manufacturer packaging can sometimes occur during manufacture, storage or transportation.
Where packaging condition is particularly important to you as a collector, please contact us before placing your order.
Lost or Missing Parcels
All PNOY TCG shipments include tracking so that the progress of the parcel can be monitored.
If your tracking has not updated for an extended period, the parcel is significantly overdue, or you believe your parcel has been lost, please contact PNOY TCG and provide your order number.
We will assist with lodging or progressing an enquiry with Australia Post where appropriate.
Australia Post may require time to investigate a missing parcel before officially determining that it has been lost.
Please note: PNOY TCG cannot control Australia Post’s delivery network, delays, scanning events or investigation timeframes after a parcel has been lodged. However, we will reasonably assist customers with genuine lost-parcel enquiries and any available Australia Post claim process.
Any remedy or resolution will be handled in accordance with the circumstances of the order, Australia Post’s investigation and applicable rights under the Australian Consumer Law.
Tracking Shows Delivered but Parcel Cannot Be Located
If Australia Post tracking shows that your parcel has been delivered but you cannot locate it, please:
- Check around your property and any safe-drop locations.
- Check with other household members, neighbours, reception areas or mailrooms where applicable.
- Check the tracking information for delivery details.
- Contact Australia Post if the parcel still cannot be located.
A parcel being marked as delivered does not automatically determine the outcome of a missing-parcel claim. Any matter will be considered based on the available tracking information and Australia Post investigation.
Damaged Parcels
If your order arrives damaged, please contact Australia Post as soon as reasonably possible after delivery.
Please provide:
- Photographs of the shipping package
- Photographs of any visible damage to the parcel
- Photographs of the damaged product
- Photographs of the Australia Post shipping label
Please keep the damaged item and all original packaging. Australia Post may require the recipient to present the damaged item and packaging at an eligible Post Office as part of its damage assessment process.
Collectible Packaging
Many products sold by PNOY TCG are collectible items where customers may also value the condition of the manufacturer’s box, shrink wrap, blister, card backing or other original packaging.
We take reasonable care when packing collectible products; however, minor manufacturer imperfections, shrink-wrap marks, light surface scratches, small dents, corner wear or other minor packaging variations can occur before or during shipping.
Incorrect Shipping Address
Customers are responsible for ensuring that the shipping address entered at checkout is complete and accurate.
If you notice an address error before dispatch, contact us as soon as possible and we will try to update the order.
Once a parcel has been lodged with Australia Post, we cannot guarantee that the delivery address can be changed.
If an order is returned to PNOY TCG because an incorrect or incomplete address was supplied, additional shipping charges may apply before the order is resent.
Returned to Sender Parcels
If a parcel is returned to us because it was unclaimed, refused, incorrectly addressed or otherwise unable to be delivered, we will contact the customer once it has been received back.
Where appropriate, the customer may choose to have the parcel resent, with additional postage charges applying where the return was not caused by an error by PNOY TCG.
International Orders
Where international shipping is available at checkout, orders will also be sent using an eligible Australia Post international service with tracking at minimum.
International shipments may be subject to customs processing, import duties, taxes or other charges imposed by the destination country. Unless otherwise stated, these costs are the responsibility of the recipient.
Customs and international postal delays are outside the direct control of PNOY TCG.
Australian Consumer Law
Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.
Consumer guarantees automatically apply to eligible purchases and cannot be removed by a store policy.
Contact Us
If you have a question about shipping, tracking, a missing parcel or a damaged delivery, please contact PNOY TCG through the contact details provided on www.pnoytcg.com.au and include your order number where possible.
