Problems with an Order

Damaged, Missing, or Incorrect Items

If your order is damaged in transit, is missing items, or has items you did not order, please contact us immediately so that we can resolve the problem.

We will follow up with you promptly. To better assist you, we may request images of damaged packaging and damaged or incorrect items.

Manufacturer Defects

If you purchase sealed product that does not contain the items you expected, please contact the manufacturer directly for replacement and resolution.
For Magic: The Gathering products, contact Wizards of the Coast
For Flesh and Blood products, contact Legend Story Studios.

Package Has Not Arrived

If your order tracking says “Delivered” but you have not received your package, click My Account then click Order History to confirm that the delivery address was entered correctly.

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 contact us if your order has still not arrived.

USPS First Class 9
USPS Priority Mail 5
UPS Next Day Air 2
UPS Second Day Air 3
UPS Ground 6
USPS International 30
UPS Worldwide Express 4

Rerouting an Order

To avoid extra fees and delays in receiving your order, contact us immediately to correct the address prior to your shipment leaving our warehouse.


If you need to change the delivery address or provide carrier instructions of an order that has already shipped via UPS, track your order with UPS. You can also enroll in UPS My Choice 
to receive delivery alerts and communicate delivery instructions. Some features may incur fees.
You are welcome to contact us 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.


Unfortunately, we cannot reroute an order that has shipped via USPS.

Order Returned to Sender

When tracking shows that your order was returned to the sender, click My Account, then click Order History to confirm that the delivery address was entered correctly, and then contact us 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.

Authorization Holds

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 our Payment Options page. Please contact your bank to resolve this issue.