How to fix common issues while checking out.

<p>Should your payment be declined, please double-check the following items and try again:</p><h2 id="paypal">PayPal</h2><ul><li>The shipping address for your order must match the shipping address listed on your PayPal account.</li><li>To place an order using both store credit and PayPal, apply the store credit before clicking <strong>Continue with PayPal</strong>.</li><li>PayPal may place limits on the number of transactions or the value of those transactions monthly.</li><li>Confirm that you have available funds in your PayPal account or that you have linked a credit card, debit card, or your bank account.</li></ul><h2 id="creditdebit-card">Credit/Debit Card</h2><ul><li>The billing address for your order must match the address on file with the issuer of the card.</li><li>The expiration date must be correct and must not have passed.</li><li>The CVV code must match the one on the physical card. The CVV code is a three-digit number on the backs of Visa, MasterCard, and Discover cards, and a four-digit number on the fronts of American Express cards.</li><li>Multiple unsuccessful attempts to complete an order may result in your financial institution either placing a hold on your account or showing an authorization hold on funds within your account. Please contact your bank to resolve. See <strong>Authorization Holds</strong> under <a href="https://help.starcitygames.com/payment-options" rel="noopener noreferrer" target="_blank">Payment Options</a> to learn more.</li></ul><h2 id="over-249-line-items">Over 249 Line Items</h2><p>Orders containing more than 249 unique items may result in a credit card processor declining payment.&#xA0;</p><p>To place an order containing more than 249 unique items, split the order into two or more orders of under 249 unique items. Star City Games will <a href="https://help.starcitygames.com/combining-orders" rel="noopener noreferrer" target="_blank">combine the orders</a> and refund the difference in the shipping cost after sending out the combined orders.</p><h2 id="over-50-line-items-guest-checkout">Over 50 Line Items (Guest Checkout)</h2><p>Guests are limited to adding 50 individual line items to their cart. Please <a href="https://login.starcitygames.com/register" rel="noopener" target="_blank">create an account</a> to purchase more items.</p><h2 id="other-checkout-issues">Other Checkout Issues</h2><p>If you encounter a technical issue that prevents you from checking out, try these troubleshooting suggestions:</p><ul><li>Turn off any ad blockers.</li><li>Disable any Norton or McAfee browser add-ons that may be installed.</li><li>Sign out and sign back into your account.</li><li>Use a different browser.</li><li>Clear your cookies and cache.</li></ul><p>If the situation persists, please <a href="http://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> with the following information:</p><ul><li>The link provided by <a href="https://www.whatsmybrowser.org/" rel="noopener" target="_blank">whatsmybrowser.org</a> with your browser information</li><li>The URL (web address) of the page containing the issue</li><li>Whether or not you have enabled cookies and cleared your cache</li><li>Whether you have disabled any ad blockers</li><li>Your Star City Games&#xAE; login ID</li><li>A description of the problem (screenshots are extremely helpful)</li></ul><p>Additional information, such as the product you tried to order, the time of the error, and any other noticeable details, is appreciated and may help expedite a resolution to the problem.</p>

Checkout Problems

Learn about combined shipping on multiple orders.

<p>When a customer places two (2) or more eligible orders within a short period of time, Star City Games may automatically combine them to ship together under one tracking number. For orders to combine automatically, they must have:</p><ul><li>The same email address</li><li>The same shipping date</li><li>The same shipping address*</li><li>A shipping method of UPS or USPS (domestic only)</li></ul><div class="warning-callout"><p>* Differences in spelling or formatting may cause your orders to ship separately. If you notice any differences, let us know so that they can be fixed before the orders ship.</p></div><p>We cannot guarantee that orders meeting the above criteria will be automatically combined. Orders that&#xA0;will not be combined automatically include:</p><ul><li>International orders shipped via USPS.</li><li>Orders that ship on multiple dates due to preordered items.</li></ul><p>Star City Games will attempt to combine all eligible, unshipped orders placed before 12 PM ET. If you place an order after 12 PM ET but before one of your existing orders has shipped, the combined order will ship on the following business day.</p><h2 id="store-credit-for-lower-shipping-costs">Store Credit for Lower Shipping Costs</h2><p>If combining orders results in a lower shipping cost than sending your orders separately, you will receive the difference in cost in Store Credit issued to your Star City Games account. Once your orders have shipped, you will receive a confirmation email within one (1) business day with the amount of Store Credit issued to your account.</p><div class="tip-callout"><p>If you did not place your orders using a Star City Games account, such as by using Guest Checkout, Star City Games will combine your orders, but we will be unable to issue Store Credit for any shipping cost savings. Please create a Star City Games account to enjoy this benefit.</p></div><h2 id="shipping-methods-for-combined-orders">Shipping Methods for Combined Orders</h2><p>Star City Games will ship combined orders using the fastest method selected for any one order. For example, if two (2) orders have USPS Ground Advantage shipping and one (1) order has USPS Priority Mail shipping, the combined order would ship as one USPS Priority Mail package.</p><div class="tip-callout"><p>Combined orders containing at least one order with UPS Ground shipping will ship as a UPS Ground package to accommodate any large items.</p></div><p>Combined orders with identical shipping methods will ship using that method unless they exceed the size, weight, or value threshold for that shipping option [for example, combined orders weighing more than one (1) pound cannot ship via USPS First Class]. Star City Games may at its discretion upgrade shipping methods with the same carrier for combined orders at no charge to the customer.</p><h2 id="questions-and-special-requests">Questions and Special Requests</h2><p><a href="http://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">Contact us</a> with any questions or special requests (for example, requesting that orders ship separately). Send requests before or immediately after placing orders to allow Star City Games the most time to attempt to accommodate them.</p>

Combining Orders

Learn about downloads of our digital products.

<p>Each digital download is available immediately after purchase for a maximum of five (5) downloads. Click <strong>My Account&#xA0;</strong>and&#xA0;then click&#xA0;<strong>Orders&#xA0;</strong>to access your digital downloads.&#xA0;</p><div class="hs-callout-type-tip" data-hs-callout-type="tip"><p>A Star City Games&#xAE; account is required to access digital downloads.</p><p>If you have ordered a digital download without an account, please <a href="https://login.starcitygames.com/register" rel="noopener" target="_blank">create an account</a> and <a href="http://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> with your order number.</p></div><h2 id="missing-digital-items">Missing Digital Items</h2><p>If you purchased a digital item prior to November 2019 and still have remaining copies available for download, please <a href="http://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> for assistance.</p><p>If your digital download does not appear under&#xA0;<strong>Orders</strong>, please contact us<a href="mailto:customer.service@starcitygames.com"></a>.</p><h2 id="download-and-sync-instructions">Download and Sync Instructions</h2><p><strong>To sync a PDF from your computer&#xA0;to iBooks on your iPhone, iPad, or iPod touch:</strong></p><div><p>Follow the&#xA0;<a href="https://support.apple.com/en-us/HT202075">Sync and save PDFs</a> instructions from Apple Support.</p><p><strong>To download to a Kindle:</strong></p><p>Email the PDF(s) to your&#xA0;<a href="https://www.amazon.com/gp/help/customer/display.html?nodeId=201974220">Send to Kindle</a> email address or complete the following:</p><ol><li>Connect your Kindle to your computer with a USB cable. A Kindle drive should appear in your computer&#x2019;s file explorer.</li><li>Locate the&#xA0;<strong>Documents&#xA0;</strong>folder in the Kindle drive.</li><li>Drag and Drop the PDF(s) into the&#xA0;<strong>Documents&#xA0;</strong>folder.</li></ol><p><strong>To download to a Nook:</strong></p></div><ol><li>Connect your Nook to your computer with the USB cable. You should now see a Nook drive in the file explorer on your computer.</li><li>Locate the&#xA0;<strong>Documents</strong> folder within the Nook drive.</li><li>Drag and drop the PDF(s) into the&#xA0;<strong>Documents&#xA0;</strong>folder.</li></ol>

Digital Downloads

Information on orders delivered outside the United States.

<h2 id="conversion-rates-and-fees">Conversion Rates and Fees</h2><p>All Star City Games&#xAE; prices are in United States dollars ($). All charges are made in United States dollars.</p><p>While&#xA0;Star City Games&#xA0;is not responsible for third party conversion rates, you can get an approximate and unofficial conversion to your local currency by using a currency calculator, such as&#xA0;<a href="https://usa.visa.com/support/consumer/travel-support/exchange-rate-calculator.html" rel="noopener" target="_blank">Visa&apos;s</a> or&#xA0;<a href="https://www.mastercard.us/en-us/consumers/get-support/convert-currency.html" rel="noopener" target="_blank">MasterCard&apos;s</a>.</p><p>For information on foreign transaction fees and others you may incur, contact your card issuer or bank.&#xA0;Star City Games&#xA0;is not responsible for any such fees.</p><h2 id="payment-options">Payment Options</h2><p>PayPal is a secure method to send money internationally to over 200 countries. Transfer fees and currency conversion fees may apply.</p><p>Please see our <a href="https://help.starcitygames.com/payment-options" rel="noopener noreferrer" target="_blank">Payment Options</a> page for information on all payment methods accepted.</p><h2 id="shipping-services">Shipping Services</h2><p>Star City Games uses UPS and the United States Postal Service (USPS) to deliver orders. Please see our <a href="https://help.starcitygames.com/delivery" rel="noopener noreferrer" target="_blank">Shipping Services</a> page for more details.</p><h2 id="combining-orders">Combining Orders</h2><p>When a customer places multiple orders to a single address within a short amount of time, Star City Games may combine those orders to make fewer shipments. Please see our <a href="https://help.starcitygames.com/combining-orders" rel="noopener noreferrer" target="_blank">Combining Orders</a> page for more details.</p><div class="warning-callout"><p>Orders shipping via USPS will not be combined automatically. Please <a href="http://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> to ask about combining these orders.</p></div><h2 id="duties-fees-and-taxes">Duties, Fees, and Taxes</h2><p>Customers are responsible for any import duties, fees, and/or taxes related to an order. Because rates vary, we are unable to answer questions regarding your country&#x2019;s import duties and/or taxes.</p><p>We will not intentionally under-declare the value of a package or declare the package as a gift for the express purpose of avoiding import duties, fees, and/or taxes.</p><p>If you refuse a shipment because of your country&#x2019;s import duties, fees, and/or taxes, we will refund your order subtotal, minus any fees required for us to accept the returned package, once the package has been returned to us.</p><h2 id="tax-ids">Tax IDs</h2><p>Certain countries we ship to now require Tax ID numbers in order for packages to clear customs. By including these numbers, we have seen improved transit times and fewer lost deliveries.&#xA0;</p><table style="border-collapse: collapse; table-layout: fixed; margin-left: auto; margin-right: auto; border: 1px solid #99acc2;"><tbody><tr><td style="padding: 4px; border: 1px solid #99acc2;"><strong>COUNTRY</strong></td><td style="padding: 4px; border: 1px solid #99acc2;"><strong>TAX ID</strong></td></tr><tr><td style="padding: 4px; border: 1px solid #99acc2;">Argentina</td><td style="padding: 4px; border: 1px solid #99acc2;">CUIT</td></tr><tr><td style="padding: 4px; border: 1px solid #99acc2;">Brazil</td><td style="padding: 4px; border: 1px solid #99acc2;">CPF</td></tr><tr><td style="padding: 4px; border: 1px solid #99acc2;">Chile</td><td style="padding: 4px; border: 1px solid #99acc2;">RUT</td></tr><tr><td style="padding: 4px; border: 1px solid #99acc2;">Peru</td><td style="padding: 4px; border: 1px solid #99acc2;">RUC</td></tr><tr><td style="padding: 4px; border: 1px solid #99acc2;">South Africa</td><td style="padding: 4px; border: 1px solid #99acc2;">TIN</td></tr></tbody></table><p>When adding a new address to your account for the countries listed above, you must fill out the Tax ID field. If you have ordered with us previously, you will need to update your address before proceeding through checkout.</p><p>Click&#xA0;<strong>My Account</strong> to add your Tax ID to your account.</p><h2 id="shipping-to-freight-forwarders">Shipping to Freight Forwarders</h2><p>When shipping to a freight forwarder, state tax will be charged based on the forwarder&apos;s location. Contact your freight forwarder to learn whether your shipment may be eligible for an exemption from state tax.</p>

International Orders

Learn when and how to change an already-placed order.

<p>Items cannot be added to or removed from orders that have been released for fulfillment. The goal is to fulfill and ship orders within one (1) business day, which prevents us from being able to accommodate modification requests.</p><p>To cancel an incorrect order, please <a href="https://contactus.starcitygames.com" rel="noopener" target="_blank">contact us</a> immediately. When an order is too far along the fulfillment process, we may approve an authorized return. The customer is responsible for the return shipping.</p><p>Orders awaiting fulfillment because they include preorder items may have items cancelled. Cancellation of preorder items may be subject to a processing fee. Please see our <a href="https://help.starcitygames.com/preorders" rel="noopener noreferrer" target="_blank">Preorders article</a> for more details.</p><p>If you have multiple orders awaiting fulfillment, please see our <a href="https://help.starcitygames.com/combining-orders" rel="noopener noreferrer" target="_blank">Combining Orders</a> policy.</p>

Modifying an Order

<h2 id="quick-links">Quick Links</h2><ul><li><a href="#creditcards" rel="noopener">Credit Cards</a></li><li><a href="#PayPal" rel="noopener">PayPal</a></li><li><a href="#storecredit" rel="noopener">Store Credit</a></li><li><a href="#GiftCertificates" rel="noopener">Gift Certificates</a></li></ul><div class="tip-callout">Star City Games&#xAE; does not accept checks, money orders, or bank wire transfers as payment.<br><br>Cash is only accepted for purchases made at the Star City Comics &amp; Games retail location and at SCG CON events.</div><h2 id="currency-and-international-orders">Currency and International Orders</h2><p>All Star City Games prices are in United States dollars ($). All charges are made in United States dollars.</p><p>For more information on international orders, please visit our <a href="https://help.starcitygames.com/international-orders" rel="noopener noreferrer" target="_blank">International Orders</a> page.</p><h2 id="credit-cards">Credit Cards</h2><p><a data-hs-anchor="true" id="creditcards"></a></p><p>Star City Games&#xA0;accepts American Express, Discover, MasterCard, and Visa.</p><p>Save credit cards under <strong>Payment Methods</strong> in <strong>My Account</strong> to simplify checkout.</p><p>Correct credit card information must be entered to have a successful transaction, including card number, expiration date, billing address, and <a href="https://www.cvvnumber.com/cvv.html" rel="nofollow noreferrer noopener" target="_blank">CVV number</a> which will be verified electronically. Star City Games reserves the right to refuse to ship items to an address other than the billing address of the payment card.</p><p>All credit card payments are subject to acceptance at the discretion of Star City Games and may require further verification. We reserve the right to deny a credit card payment for any reason.</p><p>When further verification is required, the status on the <strong>Order Confirmation</strong> screen will show as <strong>Manual Verification Required</strong>. This does not indicate a problem with the order, and a status update will be provided via email within one (1) business day or you may be contacted for additional information.</p><h2 id="authorization-holds"><strong>Authorization Holds</strong></h2><p><a data-hs-anchor="true" id="authorization-holds"></a></p><p>An authorization hold is a temporary hold placed on a portion of the funds or available credit in a cardholder&#x2019;s account. Once a payment is settled, the hold will be released. This process can take anywhere from one (1) to eight (8) business days after the transaction date, depending on the issuing bank&apos;s policy.</p><p>If your bank has placed an authorization hold on your debit or credit card due to an erroneous or declined transaction, contact your bank and request that they drop the authorization hold from your account. Please note that&#xA0;Star City Games&#xA0;is unable to remove an authorization hold placed on a debit or credit card by your bank.</p><h2 id="pay-by-phone"><strong>Pay by Phone</strong></h2><div class="warning-callout">Star City Games cannot accept credit card information over the phone due to PCI compliance. Use our secure checkout online or add the credit card to your account as a payment method.</div><p>Under <strong>My Account</strong>, update <strong>Payment Methods</strong> with the card you wish to use. Call (540)-767-GAME (4263) at your convenience during our business hours, Monday-Friday, 10 AM -5 PM ET.&#xA0;</p><p>Star City Games may ask you questions to verify certain information before processing payment.</p><h2 id="pre-paid-gift-cards"><strong>Pre-paid Gift Cards</strong></h2><p>Pre-paid gift cards can only be accepted as payment when the value of the gift card is sufficient to either fully cover your order total by itself or in combination with Star City Games store credit.</p><ul><li>Pre-paid gift cards cannot be used in combination with another gift card or credit or debit card.</li><li>Register your address with the issuing company before placing an order with a pre-paid Visa, MasterCard, Discover, or American Express gift card.</li><li>Star City Games reserves the right to refuse to ship items to an address other than the confirmed address attached to the pre-paid gift card.</li></ul><div class="warning-callout">Attempting to use a pre-paid gift card without having first registered your address with the issuing company will result in a pending authorization hold from the issuing bank, and the funds on the card may not be released for up to eight (8) business days.</div><h2 id="paypal">PayPal</h2><p><a data-hs-anchor="true" id="PayPal"></a></p><p>The shipping address selected for your Star City Games order must match your confirmed PayPal mailing address. PayPal requires your PayPal account be linked to either your bank account or an active credit card.</p><p>When your PayPal payment has been completed successfully, you will be directed back to Star City Games where you will see an order confirmation page and receive an order confirmation via email.</p><p>Unsuccessful transactions may still appear in your Order History as <strong>PayPal Status Unknown.</strong> See PayPal under <a href="https://help.starcitygames.com/checkout-problems" rel="noopener noreferrer" target="_blank">Checkout Problems</a>.</p><p>Star City Games&#xA0;reserves the right to refuse PayPal as a method of payment for any reason.</p><h2 id="store-credit">Store Credit</h2><p><a data-hs-anchor="true" id="storecredit"></a></p><p>Store credit does not expire and can be used on the StarCityGames.com website (including shipping costs), the Star City Comics &amp; Games retail location, or at any Star City Games Sales Booth. Store credit may also be used toward products on our weekly sales unless otherwise noted.</p><h2 id="store-credit-restrictions">Store Credit Restrictions</h2><ul><li>A Star City Games account is required to be issued store credit and to make purchases with store credit.</li><li>Store credit cannot be used for event entry fees, select sales, or Star City Games gift certificates.</li><li>Store credit cannot be used to preorder Sealed products. See our <a href="https://help.starcitygames.com/sealed-products" rel="noopener noreferrer" target="_blank">Sealed Products page</a> for a definition of Sealed products.</li><li>Store credit cannot be used to purchase Sealed products until the Monday after the product&apos;s ship date.</li><li>Store credit cannot be used to purchase Wonders of the First products.</li><li>Store credit cannot be used to purchase Bo Jackson Battle Arena products.</li><li>Bonus Bucks will not be earned for the portion of an order that is paid with store credit when that promotion is active.</li><li>Select sales may restrict the use of store credit.</li></ul><div class="tip-callout"><strong>Exception:</strong> Store credit may be used to purchase individual booster packs.</div><h2 id="view-and-use-your-store-credit">View and Use Your Store Credit</h2><p>View your store credit balance from either <strong>My Account</strong> under <strong>Payment Method</strong> or during the <strong>Payment</strong> step of the checkout process (for eligible purchases).</p><div class="tip-callout">Store credit must be applied before any secondary payment method, such as Credit, Debit, or PayPal.</div><ol><li>During checkout, enter the amount of store credit you would like to apply to the order in the <strong>Payment&#xA0;</strong>section and click <strong>Add</strong>.</li><li>Once applied, the total balance of your order will be adjusted.</li><li>Select an additional payment method to cover any remaining balance to proceed to the final step of checkout.</li><li>Review your order to confirm that your store credit has been applied and submit your order.</li></ol><h2 id="store-credit-voucher-redemption">Store Credit Voucher Redemption</h2><p>Use the <a href="https://starcitygames.com/store-credit-voucher-redemption/" rel="noopener" target="_blank">Store Credit Voucher Redemption page</a> to add store credit to your account with a store credit voucher.&#xA0;</p><h2 id="star-city-games-gift-certificates">Star City Games Gift Certificates</h2><p><a data-hs-anchor="true" id="GiftCertificates"></a></p><p>To redeem a Star City Games&#xAE; Gift Certificate on <a href="http://www.starcitygames.com" rel="noopener" target="_blank">StarCityGames.com</a>, click Add Gift Certificate at checkout to enter the gift certificate code and apply it to your order.</p><p>To use your Gift Certificate at Star City Comics &amp; Games, simply present it at checkout.</p><div class="warning-callout">Gift Certificates cannot be used towards the purchase of Star City Games Gift Certificates or event entry fees.</div><p><a href="https://help.starcitygames.com/terms-and-conditions" rel="noopener noreferrer" target="_blank">Review the Gift Certificate Terms and Conditions</a>.</p>

Payment Options

<h2 id="payment-processing"><strong>Payment P</strong><strong>rocessing</strong></h2><p>Payments for preorders from Star City Games&#xAE; are processed at the time the preorder is placed.</p><h2 id="fulfillment-and-shipping"><strong>Fulfillm</strong><strong>ent and Shipping</strong></h2><p>Preorders fulfillment and shipping take place on preordered items&apos; ship dates. Orders containing both preorder items and in-stock items will not ship until the final preorder item&apos;s ship date.</p><div class="tip-callout">Order preorder items separately from in-stock items to prevent delays in shipping in-stock items.</div><h2 id="preorder-price-policy"><strong>Preor</strong><strong>der Price Policy</strong></h2><p>See our <a href="https://help.starcitygames.com/pricing" rel="noopener noreferrer" target="_blank">Pricing</a> article for full details on preorder pricing.</p><h2 id="preorder-cancellations"><strong>Preord</strong><strong>er Cancellations</strong></h2><p>Orders containing both preorder and in-stock items may have the preorder items canceled at the customer&#x2019;s request to allow the in-stock items to ship. See our <a href="https://help.starcitygames.com/modifying-an-order" rel="noopener noreferrer" target="_blank">Modifying an Order</a> article for more information.</p><p>Preorder cancellations and/or modifications must be requested no later than two (2) business days prior to their ship date. Cancelling preorder items may result in a 10% cancellation fee. Refunds, minus the cancellation fee, are issued to the original payment method.</p><p><a data-hs-anchor="true" id="returns"></a></p><h2 id="preorder-return-policy"><strong>Preorder Ret</strong><strong>urn Policy</strong></h2><p>Returns on preordered items are not accepted unless they are defective, damaged, or incorrect.</p><p>For sealed products or supplies with manufacturing defects, see our <a href="https://help.starcitygames.com/problems-with-an-order" rel="noopener noreferrer" target="_blank">Problems with an Order</a> article.</p><p>If your order contains a discrepancy or the condition of the items are not as described, and you wish to return those items, please <a href="https://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> within 48 hours of receiving your order. Include your order number and reason for requesting the return. For more information on the return process, see our <a href="https://help.starcitygames.com/return-policy" rel="noopener noreferrer" target="_blank">Returns and Refunds</a> article.</p><h2 id="combiningpreorders"><strong>Combining&#xA0;</strong><strong>Preorders</strong></h2><p>If you have multiple preorders awaiting fulfillment, they may be eligible to be combined and shipped under one tracking number, subject to our <a href="https://help.starcitygames.com/combining-orders" rel="noopener noreferrer" target="_blank">Combining Orders</a> policy. Preorders placed after 12 PM ET six (6) business days before a preordered item&#x2019;s ship date may not be combined.</p><div class="tip-callout">Orders containing preorder items are unlikely to be combined with another order unless the other order contains at least one (1) preorder item with the same ship date.</div><h2 id="promotion-eligibility"><strong>Promo</strong><strong>tion Eligibility</strong></h2><p>Online preorders are not eligible for Wizards of the Coast&#x2019;s WPN Retailer Promotions unless stated otherwise in the product&#x2019;s description. See our <a href="https://help.starcitygames.com/wizards-play-network-wpn-retailer-promotions" rel="noopener noreferrer" target="_blank">WPN Retailer Promotions</a> article for more information.</p><p>Orders containing preorder items are not eligible to earn Bonus Bucks when that promotion is active.</p>

Preorders

Learn how to handle item and delivery issues.

<h2 id="damaged-missing-or-incorrect-items">Damaged, Missing, or Incorrect Items</h2><p>If your order is damaged in transit, is missing items, or has items you did not order, please <a href="https://contactus.starcitygames.com/" rel="noopener noreferrer" target="_blank">contact us</a> immediately so that we can resolve the problem.</p><p>We will follow up with you promptly. To better assist you, we may request images of damaged packaging and damaged or incorrect items.</p><p><a data-hs-anchor="true" id="manufacturer-errors"></a></p><h2 id="manufacturer-defects">Manufacturer Defects</h2><p>If you purchase sealed product that does not contain the items you expected, please contact the manufacturer directly for replacement and resolution.</p><p>For Magic: The Gathering products, <a href="https://magic-support.wizards.com/hc/en-us/articles/360000197703-Product-Replacement" rel="noopener" target="_blank">contact Wizards of the Coast</a>.&#xA0;</p><p>For Flesh and Blood products, <a href="https://fabtcg.com/resources/card-replacement-policy/" rel="noopener" target="_blank">contact Legend Story Studios</a>.</p><h2 id="package-has-not-arrived">Package Has Not Arrived</h2><p>If your order tracking says &#x201C;Delivered&#x201D; but you have not received your package, click <strong>My Account,</strong> then click <strong>Order History</strong> to confirm that the delivery address was entered correctly.</p><p>If your order has not arrived by its estimated delivery date, please wait the following number of business days after the ship date and then <a href="https://contactus.starcitygames.com/" rel="noopener noreferrer" target="_blank">contact us</a> if your order has still not arrived.</p><table style="width: 100%;"><tbody><tr><td style="width: 50.0000%;"><div style="text-align: center;"><strong>Delivery Service</strong></div></td><td style="width: 50.0000%;"><div style="text-align: center;"><strong>Number of Business Days</strong></div></td></tr><tr><td style="width: 50.0000%;"><div style="text-align: center;">USPS Ground Advantage</div></td><td style="width: 50.0000%;"><div style="text-align: center;">9</div></td></tr><tr><td style="width: 50.0000%;"><div style="text-align: center;">USPS Priority Mail</div></td><td style="width: 50.0000%;"><div style="text-align: center;">5</div></td></tr><tr><td style="width: 50.0000%;"><div style="text-align: center;">UPS Next Day Air</div></td><td style="width: 50.0000%;"><div style="text-align: center;">2</div></td></tr><tr><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">UPS Second Day Air</div></td><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">3</div></td></tr><tr><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">UPS Ground</div></td><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">6</div></td></tr><tr><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">USPS International</div></td><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">30</div></td></tr><tr><td style="width: 50.0000%;"><div data-empty="true" style="text-align: center;">UPS Worldwide Express</div></td><td style="width: 50%; text-align: center;">4</td></tr></tbody></table><h2 id="rerouting-an-order">Rerouting an Order</h2><p class="tip-callout">To avoid extra fees and delays in receiving your order, <a href="https://contactus.starcitygames.com/" rel="noopener noreferrer" target="_blank">contact us</a> immediately to correct the address prior to your shipment leaving our warehouse.</p><p><strong>UPS</strong></p><p>If you need to change the delivery address or provide carrier instructions of an order that has already shipped via UPS, <a href="https://www.ups.com/track?loc=en_US&amp;requester=ST/" rel="noopener" target="_blank">track your order</a> with UPS. You can also enroll in <a href="https://www.ups.com/us/en/track/ups-my-choice.page" rel="noopener" target="_blank">UPS My Choice</a> to receive delivery alerts and communicate delivery instructions. Some features may incur fees.</p><p>You are welcome to&#xA0;<a href="https://contactus.starcitygames.com/" rel="noopener noreferrer" target="_blank">contact us</a> to assist with rerouting your order. A $24.50 surcharge will be assessed to cover UPS rerouting fees, plus any additional delivery charges required if you provided an incorrect shipping address or changed your shipping address after placing an order.</p><p><strong>USPS</strong></p><p>Unfortunately, we cannot reroute an order that has shipped via USPS.</p><h2 id="order-returned-to-sender">Order Returned to Sender</h2><p>When tracking shows that your order was returned to the sender, click&#xA0;My Account, then click&#xA0;Order History to confirm that the delivery address was entered correctly, and then&#xA0;<a href="https://contactus.starcitygames.com/" rel="noopener noreferrer" target="_blank">contact us</a> and confirm the correct address where the order is to be sent. If the order was placed with an incorrect address provided, reshipment and rerouting fees may apply.</p><h2 id="authorization-holds">Authorization Holds</h2><p>If it appears that your account has a duplicate credit for the amount of your order, an authorization hold may have been placed on the available funds by your financial institution. See additional information concerning authorization holds under Credit Cards on <a href="https://help.starcitygames.com/payment-options" rel="noopener noreferrer" target="_blank">our Payment Options page</a>. Please contact your bank to resolve this issue.</p>

Problems with an Order

Learn about our refund and return policies.

<h2 id="quick-link">Quick Link</h2><ul><li><a href="#ban-reprint-return-policy" rel="noopener">Ban and Reprint Return Policy</a></li></ul><h2 id="return-policy">Return Policy</h2><p>Requests will be evaluated on a case-by-case basis and per the criteria listed in this article.</p><p>Unauthorized returns may not be refunded. If you wish to make a return, please <a href="https://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> within 48 hours of receiving your order. Include your order number and reason for requesting the return.</p><p>Once a return is authorized, please review <a href="#shippingauthorizedreturn" rel="noopener">Packing and Shipping an Authorized Return</a>. Authorized returns must be postmarked within seven (7) calendar days of the authorization.</p><p>After your authorized return is received, the product will be evaluated to confirm condition. A refund will be issued in full, less any shipping charges, to the original payment method or as agreed upon via the return authorization.</p><h2 id="returning-preordered-merchandise">Returning Preordered Merchandise</h2><p>Returns on preordered items are not accepted unless they are defective, damaged, or incorrect. See our <a href="https://help.starcitygames.com/preorders" rel="noopener noreferrer" target="_blank">Preorders</a> article for more information.</p><h2 id="returning-singles">Returning Singles</h2><p>Due to the volatile nature of the singles market, returns on singles are not accepted unless they are defective, damaged, or incorrect. If your online order contains a discrepancy or the condition of the items are not as described, please <a href="https://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> and include photos of those items if able.</p><h2 id="returning-other-merchandise">Returning Other Merchandise</h2><p>For sealed products or supplies with manufacturing defects, see our <a href="https://help.starcitygames.com/problems-with-an-order" rel="noopener noreferrer" target="_blank">Problems with an Order</a> article.</p><p>The following items are non-returnable:</p><ul><li>Apparel that has been laundered, worn, or altered in any way.</li><li>Factory-sealed products that have been opened, including removal of shrink-wrap.</li><li>Booster packs.</li></ul><h2 id="returning-items-in-person">Returning Items in Person</h2><p>To return an online order either at the Star City Comics &amp; Games storefront or at an SCG CON event, please <a href="https://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> and include the date and location you would like to make the return. Requests to return an online order at an SCG CON event must be submitted by 12PM ET two (2) business days prior to the event.</p><p>If your return request is authorized, you may return the items to the specified location. Your refund will be processed when the items are received back at our warehouse. Neither Star City Comics &amp; Games nor the SCG CON Sales Booth can accept unauthorized online order returns.</p><h2 id="cancellations">Cancellations</h2><p>You may <a href="https://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> to cancel an order for any reason before the order is fulfilled. If an order has already been fulfilled, you may request an authorized return. Customers are responsible for the shipping costs to return the order.</p><p>Cancelling preorder items may result in a 10% cancellation fee. For more information, see our <a href="https://help.starcitygames.com/preorders" rel="noopener noreferrer" target="_blank">Preorders</a> article and review the Preorder Cancellations section.</p><p><a data-hs-anchor="true" id="ban-reprint-return-policy"></a></p><h2 id="ban-and-reprint-return-policy">Ban and Reprint Return Policy</h2><p>If a publisher issues a ban and/or reprint announcement, you may return any singles included in that announcement, that were purchased online from Star City Games&#xAE; up to fourteen (14) days prior to the announcement, for a full refund in store credit.</p><p>The Ban and Reprint Return Policy applies only to singles purchased via the Star City Games website and excludes basic lands. This policy does not apply to singles purchased in-person at an event or at the Star City Comics &amp; Games storefront.</p><p>To submit a request to return cards via our Ban and Reprint Return Policy, please <a href="https://contactus.starcitygames.com" rel="noopener noreferrer" target="_blank">contact us</a> within fourteen (14) days of the announcement. If your return request is authorized, the return must be postmarked and shipped within seven (7) days of the authorization.</p><p><a data-hs-anchor="true" id="shippingauthorizedreturn"></a></p><h2 id="packing-and-shipping-an-authorized-return">Packing and Shipping an Authorized Return</h2><p>Once your return request is authorized:</p><ol><li>Package any cards being returned securely.</li><li>Include the Order ID number of your original order, along with the email address associated with that order.</li><li>Ship your return to:&#xA0;<br><br>Star City Games&#xA0;<br>ATTN: Returns&#xA0;<br>5728 Williamson Road NW&#xA0;<br>Roanoke, VA 24012</li></ol><p>You are responsible for all shipping-related costs associated with returns unless otherwise agreed upon in the return authorization. No refund will be issued for any return that is lost in transit. We highly recommend that you use a trackable and insured shipping method.</p><p>Any cards being returned must be received in the same condition as they were delivered. If any cards returned arrive in a lesser condition, you will be contacted before we proceed with the authorized return.</p>

Returns and Refunds

Learn how we calculate and charge sales tax on orders.

<h2 id="us-orders">U.S. Orders</h2><p>StarCityGames.com charges sales tax on orders placed for delivery to all U.S. states and territories as required by the laws of Virginia and the delivery destination.&#xA0;</p><div class="tip-callout">Sales tax does not apply when the delivery destination has no sales tax, or when StarCityGames.com does not meet the destination&#x2019;s requirements to charge and remit sales tax.</div><h2 id="calculating-us-sales-tax">Calculating U.S. Sales Tax</h2><p>The total sales tax for an order combines state, county, city, and district tax rates. These rates are based on the point of origin and the delivery destination, as determined by the relevant tax laws.</p><p>For your convenience, StarCityGames.com provides estimates for sales tax during checkout and on order confirmation summaries.&#xA0;</p><div class="tip-callout">Tax rates and other factors can change between the time of placing an order and when it ships. For this reason, final sales tax charged may differ from any estimate given.</div><h2 id="international-orders">International Orders&#xA0;</h2><p>Certain orders shipped internationally will be charged sales tax based on the laws and regulations of the destination country. Learn more under &quot;Duties, Fees, and Taxes&quot; on our <a href="https://help.starcitygames.com/international-orders" rel="noopener noreferrer" target="_blank">International Orders</a> page.</p>