Frequently Asked Questions
The questions we are asked most, answered properly. If yours is not here, ask us and we will answer within 24 hours.
Are your products guaranteed to be factory sealed?
Yes. Everything we list is sealed product sourced through authorized distribution, and it reaches you exactly as it left the manufacturer. We do not open, weigh, search or reseal anything. If a seal is damaged in transit, that is covered under our returns policy.
How do preorders work?
A preorder reserves you a unit from our distributor allocation at the price shown on the day you order. Payment is taken in full at checkout, not on release day. We ship as soon as the product reaches us, which is normally on or just after the publisher's release date. The expected shipping window is stated on every preorder listing.
What happens if a preorder is delayed or my allocation is cut?
Release dates are set by the publisher and do move. If a date shifts we email you with the new one, and you can wait or cancel for a full refund. If our distributor reduces our allocation and we cannot fill your order, we refund you in full and tell you as soon as we know. We never substitute a different product without asking you first.
Can I cancel a preorder?
Yes, at any time before it ships, for a full refund to your original payment method. Email us and we will process it. Once a preorder has been dispatched it is treated as a normal order under the returns policy below.
What is your return policy?
You can return unopened, still-sealed product within 14 days of delivery for a refund. If an item arrives damaged or is not what you ordered, we cover return shipping and you choose between a replacement and a full refund. For a change of mind, the return postage is yours. Full detail is on our Refund Policy page.
What if my order arrives damaged?
Email us within 48 hours of delivery with photographs of the outer box and the product. We will arrange a replacement or a full refund, whichever you prefer, and we pay the return postage. We photograph orders before dispatch, so we can usually tell straight away whether damage happened in transit.
How much is shipping, and where do you ship?
Free tracked shipping on every order, worldwide, with no minimum spend. There is no threshold to reach and no cheaper untracked option to decline: every order goes tracked, at our cost, wherever you are. Import duty and local taxes are set by the destination country and are charged to you separately by the carrier. Those are not our charges and we never collect them.
How long until my order ships?
In-stock orders are dispatched within one business day. You get a tracking number by email the moment the label is created. Preorders ship when the product is released, not when you order.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Bank transfer. Whichever you choose, the payment itself happens on our payment provider's own encrypted page: card numbers, wallet tokens and bank details never reach our servers and we never see them. Apple Pay and Google Pay appear as buttons on that page when your device supports them. All prices are shown and charged in USD.
How do I contact you, and how quickly will you reply?
Use the form on this page or email support@zypheratcg.com. We answer within 24 hours, monday to Friday, 9:00 to 17:00. Include your order number if you have one and it will be faster.