What is your return and exchange policy?

We enforce an absolute final sale policy once an item leaves our store or is shipped out. We do not offer cash or credit card refunds. To prevent product tampering and pack weighing, items cannot be returned or exchanged once they cross our doorstep. We only allow a conditional swap for store credit on select sealed merchandise if the request is made immediately at the counter before you leave the premises, ensuring the product never leaves our sight and remains perfectly intact.

Can I cancel my order or pre-order?

No, online checkouts and pre-orders are processed instantly to secure manufacturer allocations and market pricing. Once an order is submitted, the transaction is final and cannot be cancelled or modified by the customer.

Do you buy or trade cards?

Yes, we buy, sell, and trade individual card singles and collectibles at our retail counter. We purchase collections and price ranges based on card condition, card game type, and market price volatility. Please note that we do not take any energy cards. Provincial and municipal regulations require us to verify your identity during these transactions, so you must present a valid government-issued photo identification to complete a sale or trade with us. Processing times may vary depending on the size of the collection, as large trade-ins require evaluation and approval by a store manager.

Do you offer card grading submission services?

Yes, we assist customers with sending their collectible cards to third-party grading companies such as PSA, TAG, BGS, or CGC. When you use this service, your submission data and items will be handled securely and transferred to these external authorities, which may involve cross-border transfers to the United States. Unless services have been halted.

*Please note that grading services cannot guarantee a turnaround time, as processing times may vary depending on the grading company, submission volume, shipping delays, customs processing, and other factors outside of our control.

Why can’t I use my store credit at checkout?

Some customers may experience issues when trying to apply store credit at checkout. This is a known Shopify/Shop Pay issue that is still being fixed.

This issue only affects customers who have a saved payment method in their Shop Pay account. In some cases, Shop Pay may override the Shopify store credit option, which can prevent store credit from appearing or applying properly at checkout.

Customers who do not have a saved card or payment method through Shop Pay should be able to see and use their store credit at checkout without any issues.

How do I use my store credit if it is not showing?

If your store credit is not appearing at checkout, please remove your saved payment method from your Shop Pay account and then enter your payment method manually during checkout.

You may also use your store credit in person at our store.

If you are still having trouble, please contact us or visit us in store and our team will be happy to help.

What should I do if my shipment arrives damaged or is missing an item?

You must email us at support@prestigegames.ca within 48 hours of the carrier delivery timestamp. To qualify for an internal investigation, you must provide a single, continuous, and completely unedited video of yourself unboxing the package immediately upon receipt. This video must clearly show the unopened shipping box, the shipping label, the tape being broken, and a close-up inspection of the contents. Claims submitted without this mandatory video proof or after the 48-hour window will be rejected.