High Rise Penguins

Order Cancellations and Returns Policy

1. Return Inquiries: For any questions or guidance on returns, you are welcome to contact us via email at hello@tcgculture.com or through our website's live chat feature.

2. Starting a Return: To initiate a return, please reach out to us at hello@tcgculture.com. If your return meets our policy criteria, we will provide you with a return shipping label and detailed instructions on how to proceed. Unauthorized returns will not be accepted.

3. Change of Mind Not Accepted: We do not accept returns or cancellations due to a change of mind. Ensure your order details are correct before confirming your purchase. For clarity, if you select the wrong item that is also considered a “change of mind”.

4. Damages, Faults, Defects, and Issues: Upon receiving your order, please inspect your items promptly. If you discover any defects, damage, or if an incorrect item has been received, contact us immediately so we can resolve the issue. We commit to fulfilling all our obligations under the Consumer Guarantees Act.

5. Pre-Orders:

• Estimated release dates are subject to change.
• Orders are processed on a first-come, first-served basis.
• High-demand items may have purchase limits due to supply constraints, with refunds provided for any items we cannot fulfil.
• Orders that exceed purchase limits may be adjusted, with excess amounts refunded as store credit.
• If a pre-order is canceled by us (e.g., due to manufacturer cancellation), a full refund will be issued.
• Orders above $150 for free shipping are sent when all items are in stock. Separate shipments incur additional shipping charges.
• Store credit cannot be applied to pre-order items. 

6. Other Exceptions: Gift cards and store credit are non-refundable and are not covered by our return policy.

7. Exchanges: For the quickest resolution, return the original item. Once the return is accepted, place a new order for the desired item.

8. Refunds: After your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed back to your original method of payment. Note that processing times may vary by financial institutions.

For further information or clarification on our policies, please do not hesitate to contact us.