Shipping policy
Effective as of 11 August 2026
At TCG MASTERZ, we aim to process and deliver every order as quickly and securely as possible. This Delivery Policy explains how order processing, shipping, tracking, pre-orders, and delivery issues are handled.
1. Order Processing
Orders are processed after successful payment has been received or confirmed.
We aim to process and dispatch orders as quickly as possible. The estimated processing or dispatch time shown on our website or during checkout applies under normal circumstances.
Orders placed during weekends, Australian public holidays, major product releases, promotions, or periods of exceptionally high demand may require additional processing time.
Once your order has been dispatched, you will receive a shipping confirmation by e-mail where tracking is available.
2. Delivery Destinations
TCG MASTERZ ships to the destinations made available during checkout.
Available shipping methods, delivery destinations, and shipping costs may vary depending on:
- Delivery destination
- Delivery address
- Order value
- Package size and weight
- Selected shipping method
- Carrier availability
If a delivery destination or shipping method is unavailable during checkout, we are currently unable to offer that shipping option for the order.
3. Shipping Costs
Shipping costs are calculated and displayed during checkout before you complete your purchase.
The final shipping cost may depend on the destination, selected delivery method, weight, dimensions, and total value of the order.
Where free shipping is offered, any applicable minimum order value or other conditions will be clearly communicated through the Store.
4. Estimated Delivery Times
Estimated delivery times are displayed during checkout or elsewhere on tcgmasterz.com where applicable.
Once your order has been dispatched, delivery is generally expected within 2–5 business days, depending on the destination and carrier.
Delivery times begin after your order has been dispatched and do not necessarily include order processing time.
Actual delivery times may be affected by circumstances outside our reasonable control, including:
- Carrier delays
- Public holidays
- Severe weather
- Customs procedures where applicable
- Strikes
- Transportation disruptions
- High shipping volumes
- Incorrect or incomplete delivery information
- Other unforeseen circumstances
An estimated delivery date is not a guaranteed delivery date unless explicitly stated otherwise.
Nothing in this section limits any rights or remedies available to consumers under the Australian Consumer Law where delivery does not occur within an agreed or otherwise reasonable timeframe.
5. Tracking Your Order
Where tracking is available, tracking information will be provided after your order has been dispatched.
Please allow some time for the carrier's tracking system to update after receiving your tracking information.
Tracking information is supplied by the relevant carrier and may occasionally experience delays or incorrect updates.
If your tracking information has not updated for an unusually long period, contact us at:
Please include your order number so we can investigate the shipment.
6. Pre-Orders
TCG MASTERZ may offer TCG products for pre-order before their official release date or before stock has arrived.
Pre-Order Policy
As part of our voluntary pre-order cancellation policy, pre-orders may be cancelled for change-of-mind reasons within 12 hours after the order has been placed.
TCG MASTERZ may place a reservation, allocation, or purchase commitment with our supplier specifically in connection with your pre-order.
After the 12-hour cancellation period, a pre-order generally cannot be cancelled solely because you have changed your mind before delivery.
If you wish to cancel a pre-order within the 12-hour cancellation period, please contact:
Please include your order number and clearly state that you wish to cancel the pre-order.
The 12-hour cancellation condition applies to voluntary change-of-mind cancellations and does not exclude, restrict, or modify any rights or remedies available under the Australian Consumer Law.
Release dates and expected availability dates are based on information supplied by manufacturers, publishers, distributors, suppliers, and other relevant parties.
These dates may change.
TCG MASTERZ cannot guarantee that a manufacturer, distributor, publisher, or supplier will maintain an originally announced release date.
A minor or reasonable delay to an estimated pre-order release or delivery date does not automatically create a change-of-mind cancellation right.
However, this does not affect any rights or remedies that may apply under Australian law where we are unable to supply the product, there is an unreasonable delay, or another applicable consumer guarantee is not met.
If TCG MASTERZ becomes unable to fulfil a pre-order, we will contact the affected customer and provide an appropriate solution, including a refund where required.
Pre-order products will generally be shipped after the official release date once the products become available for fulfilment.
Once shipped, pre-order products are generally delivered within 2–5 business days, depending on the destination and carrier.
7. Orders Containing Pre-Order Products
If your order contains both in-stock and pre-order products, the order may be shipped once all products are available.
This means that in-stock products purchased together with a pre-order may be held until the pre-order product becomes available.
Where separate shipment options are offered during checkout or agreed with our customer support team, additional shipping charges may apply.
If you would like available products to be shipped separately, contact:
We will let you know whether separate shipment is possible and whether additional costs apply.
8. Multiple Products in One Order
Where an order contains multiple products with different processing or availability times, we may wait until all products are available before dispatching the complete order.
In certain circumstances, TCG MASTERZ may choose to split an order into multiple shipments.
If we decide to split an order for operational reasons, you will not be charged additional shipping costs unless a separate arrangement has been agreed with you.
9. Product Allocations and TCG Releases
Certain trading card products, particularly highly anticipated releases, may be subject to limited allocations from manufacturers, suppliers, or distributors.
In exceptional circumstances, the quantity supplied to TCG MASTERZ may be lower than originally expected.
If this affects your order, we will contact you and provide an appropriate solution.
Depending on the circumstances, this may include:
- Fulfilling the available quantity where agreed
- Waiting for additional stock where appropriate
- Offering an alternative where agreed
- Refunding the affected product or order where TCG MASTERZ is unable to fulfil it
If TCG MASTERZ is unable to supply Goods that have already been paid for, we will provide any refund or other remedy required under applicable Australian law.
We will never intentionally guarantee stock that we know cannot reasonably be supplied.
10. Delivery Address
The Buyer is responsible for providing a complete and accurate delivery address when placing an order.
Please carefully check your:
- Full name
- Street name
- Street or building number
- Unit or apartment number, where applicable
- Suburb or locality
- State or territory
- Postcode
- Country, where applicable
If you notice an error after placing your order, contact us immediately at:
We will try to correct the address before dispatch, but we cannot guarantee that changes will still be possible once processing or shipping has begun.
TCG MASTERZ cannot be held responsible for delivery problems directly resulting from incorrect or incomplete information provided by the Buyer, except to the extent responsibility cannot legally be excluded.
11. Failed or Unclaimed Deliveries
If a shipment cannot be delivered, the carrier may:
- Attempt delivery again
- Deliver the parcel to a collection point
- Hold the parcel temporarily
- Return the parcel to us
It is the Buyer's responsibility to follow tracking information and collect the parcel within the period specified by the carrier where applicable.
If an order is returned to TCG MASTERZ because:
- It was not collected
- Delivery was refused without a valid reason
- An incorrect delivery address was provided
- An incomplete delivery address was provided
- Delivery could not be completed due to circumstances attributable to the Buyer
Additional shipping or handling costs may apply where permitted by law.
Once the returned shipment has been received and processed, we will contact you regarding the available options.
Any applicable shipping or return costs may be deducted from a voluntary refund where appropriate and permitted by law.
Failed or unclaimed deliveries caused by circumstances attributable to the Buyer are not considered standard free change-of-mind returns under our 30-day money-back guarantee.
Nothing in this section limits any rights available under the Australian Consumer Law where the delivery issue was caused by TCG MASTERZ, the carrier acting in connection with our delivery obligations, or another circumstance for which the customer has a statutory remedy.
12. Lost Packages
If your tracking information indicates an unusual delay or you believe your parcel has been lost, contact us at:
Please include your order number.
We may open an investigation with the relevant carrier.
Carrier investigations can take time. We may need information from the carrier before determining what has happened to the shipment.
A carrier investigation does not remove or delay any rights or remedies that must be provided within a particular timeframe under applicable Australian law.
Depending on the circumstances, we may offer:
- A replacement
- A refund
- Reshipment
- Another appropriate solution
13. Damaged Packages
We take care to package TCG products securely. However, damage can occasionally occur during transportation.
If your parcel or product arrives damaged, please contact us as soon as reasonably possible at:
Please provide, where reasonably available:
- Your order number
- A description of the damage
- Photographs of the shipping package
- Photographs of the shipping label
- Photographs of the damaged product
- Photographs showing any damage to the product packaging
Please keep the original shipping packaging until your case has been reviewed where reasonably possible, as the carrier may require it as part of an investigation.
Minor cosmetic damage to external shipping materials that does not affect the purchased product itself does not necessarily mean that the Goods fail to comply with a consumer guarantee.
Depending on the circumstances and applicable Australian Consumer Law requirements, an appropriate solution may include:
- A replacement
- A refund
- A repair where appropriate
- Another remedy required by law
The conditions of our voluntary 30-day return policy do not limit statutory rights for Goods that arrive damaged, faulty, unsafe, misdescribed, or otherwise fail to comply with an applicable consumer guarantee.
14. Incorrect or Missing Products
If you receive an incorrect product or believe a product is missing from your order, please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the issue
- Photographs of the products received where relevant
- Photographs of the packaging where relevant
- Photographs of the shipping label where relevant
Once the issue has been reviewed, we will provide an appropriate solution.
This may include:
- Sending the correct product
- Sending the missing product
- Providing a replacement
- Issuing a refund where appropriate
- Providing another remedy required under applicable Australian law
15. Customs, Duties and Import Taxes
Orders delivered within Australia will generally be subject to the taxes and charges displayed or included as applicable during the purchasing process.
For international shipments where offered, customs duties, import taxes, handling charges, or other local fees may apply depending on the destination.
Where these charges are not collected by TCG MASTERZ during checkout, they may be charged separately by the carrier or relevant authorities.
Unless otherwise stated or required by law, the Buyer is responsible for applicable import duties, taxes, and customs charges imposed by the destination country for international orders.
Customs procedures may also cause additional delivery delays outside the reasonable control of TCG MASTERZ.
16. Changes or Cancellations Before Dispatch
We begin processing orders as quickly as possible.
If you need to change or cancel a standard order, contact us immediately at:
We will do our best to assist you, but we cannot guarantee that an order can still be modified or cancelled once processing or dispatch has begun.
This does not affect your eligibility for our voluntary 30-day return policy after delivery or any rights available under the Australian Consumer Law.
For pre-orders, the separate voluntary cancellation rules described in Section 6 apply.
Pre-orders may be cancelled for change-of-mind reasons within 12 hours after the order has been placed.
After this 12-hour period, a pre-order generally cannot be cancelled solely because the customer has changed their mind before delivery.
These pre-order conditions do not exclude, restrict, or modify any statutory rights or remedies available under Australian law.
17. Force Majeure and Unexpected Delays
TCG MASTERZ may experience delays caused by circumstances outside our reasonable control.
These may include:
- Natural disasters
- Severe weather
- War or civil unrest
- Strikes
- Government restrictions
- Major transportation disruptions
- Carrier network failures
- Customs delays
- Manufacturer or distributor delays
- Widespread technical failures
Where possible, we will keep affected customers informed of significant delays.
Nothing in this section excludes any rights or remedies that cannot legally be excluded under the Australian Consumer Law.
18. Returns and Refunds
Eligible products may be returned under our voluntary return policy within 30 days after receiving the order, subject to the conditions described in our Returns and Refunds Policy.
Our 30-day money-back guarantee applies to eligible products even if you simply change your mind.
No reason is required for an eligible change-of-mind return.
If you wish to request a return, please contact us within the 30-day return period at:
For voluntary change-of-mind returns, sealed TCG products must remain unopened and have their original factory packaging and seals intact.
Opened or unsealed booster boxes, booster packs, bundles, collection boxes, tins, decks, Elite Trainer Boxes, Ultra-Premium Collections, and other sealed TCG products may not be eligible for a voluntary change-of-mind return.
These restrictions do not limit Australian Consumer Law rights where Goods are faulty, damaged, unsafe, misdescribed, or otherwise fail to comply with an applicable consumer guarantee.
Free Returns
Eligible returns made within our voluntary 30-day return period are free of charge when our standard or approved return method is used.
TCG MASTERZ will cover the cost of standard return shipping for eligible returns, including eligible change-of-mind returns.
We may provide a prepaid return label, return shipping instructions, or another approved return method.
If you choose a return shipping method that has not been provided or approved by TCG MASTERZ, any additional costs may not be reimbursed unless otherwise required by law.
Pre-orders are subject to the separate pre-order rules described in Section 6.
Our voluntary return policy is provided in addition to, and does not replace, your rights under the Australian Consumer Law.
19. Australian Consumer Law
Nothing in this Delivery Policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.
Where Goods fail to comply with an applicable consumer guarantee, customers may be entitled to a repair, replacement, refund, compensation, or another remedy depending on the circumstances and applicable law.
Our delivery estimates, pre-order conditions, voluntary return periods, carrier investigation procedures, and other Store policies do not override statutory rights that apply to your purchase.
20. Contact
If you have questions regarding shipping, tracking, delivery, pre-orders, returns, or an existing order, please contact:
TCG MASTERZ
Website: tcgmasterz.com
E-mail: info@tcgmasterz.com
When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.
