> For the complete documentation index, see [llms.txt](https://docs.cardz.game/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cardz.game/about-cardz.game/shipping-and-delivery-policy.md). # Shipping & Delivery Policy Last Updated: 10 October 2026 ## 1. General shipping information Cardz.game ships globally from its secure fulfillment facility. The Company and the User have the meanings given in the Terms of Service. ### 1.1. Processing time * Processing and Delivery: Items are checked and packed before dispatch. Processing, dispatch, transit and arrival dates or periods shown in the Service, order updates or support communications are estimates. The Company provides no guaranteed deadline or maximum waiting period on the basis of an estimate. Actual fulfillment may take longer. Estimates may be revised because of request volume, item preparation, required account or payment checks, carrier availability, destination conditions or customs clearance. An order acknowledgement, delivery request, tracking update or payment of shipping fees provides no delivery-date guarantee by itself. Expressly agreed delivery commitments and any deadline, cancellation right or other remedy required by applicable law remain applicable. * Shipment Notification: The User will receive an email with the tracking number once the package is handed to the carrier. ### 1.2. Supported carriers The Company selects the carrier based on the destination and package value: * FedEx International Priority * DHL Express * Japan Post (EMS) (selected regions only) All shipments include tracking. The Company generally does not ship to P.O. Boxes or APO/FPO addresses for high-value orders ($500+), as private carriers require a physical signature. *** ## 2. Customs, duties and taxes Unless otherwise shown at checkout, all international shipments are sent with destination duties and taxes unpaid (DDU/DAP). ### 2.1. Importer of record The User is the designated Importer of Record. The User is solely responsible for complying with all laws and regulations of the destination country. ### 2.2. User responsibility for fees The User is responsible for paying all: * Import VAT / GST / Consumption Tax * Customs Duties / Tariffs * Courier Disbursement/Handling Fees The destination government levies these fees. The Company cannot predict or prepay them. ### 2.3. Customs declarations The Company is legally required to declare the fair market value of the enclosed items on all commercial invoices. * No Under-Declaration: The Company will not mark items as "Gift" or declare a lower value. Requesting this is a violation of the Terms of Service and international law. ### 2.4. Refusal to pay If a package is returned to the Company because the User refused to pay customs fees or failed to clear customs: 1. Forfeit of Shipping Fee: the User will not be refunded the original shipping cost. 2. Return Costs: the User will be liable for the return shipping cost charged by the carrier (often double the outbound rate). 3. The corresponding Card will be handled in accordance with the Terms of Service. *** ## 3. Shipping rates and insurance ### 3.1. Variable shipping rates Shipping fees are calculated at the time of the request based on: 1. Destination Zone 2. Volumetric Weight (size of box) 3. Applicable surcharges Check the shipping fee and payment options shown for your delivery request before confirming it. Under the current Social Sharing Reward free-shipping campaign, PTS credited after manual approval can be used to pay card delivery fees. Wait for the approved reward PTS to appear in your CARDZ.GAME account before paying shipping fees or submitting the delivery request. For other delivery requests and charges, use the payment options shown in the Service. This campaign does not authorize shipping payment with Gems or imply that customs duties, taxes or other charges are covered. See the [FAQ: Social Sharing Reward free-shipping campaign](https://docs.cardz.game/how-it-works/faq#how-do-i-apply-for-the-social-sharing-reward-free-shipping-campaign) for the Threads sharing requirements and application process. This campaign is separate from the ended Circle K receipt draw. The fee shown for your request applies; 240 PTS is not a universal shipping fee. If shipping has already been paid or a delivery request submitted, contact Support to check its status before any cancellation, consolidation or fee adjustment. A sharing reward does not automatically refund shipping fees. Shipping fees remain non-refundable once shipment processing has begun, subject to the applicable exceptions in the Terms of Service and Refund Policy. ### 3.2. Insurance coverage * Eligible shipments include carrier-provided transit coverage, subject to the carrier, service level, destination, declared-value limits, and exclusions. * Claims Process: if a package is lost, the Company will assist with the claim with the carrier. The User must cooperate by providing a signed affidavit of non-receipt if requested. Any recovery is limited to the amount actually recovered from the carrier. * Payout: insurance payouts are issued only after the carrier concludes their investigation (typically 30-90 days). ### 3.3. Limits of liability Title and risk of loss pass to the User upon dispatch to the carrier. The Company's delivery obligation ends once the package is marked "Delivered" by the carrier. The Company is not responsible for packages stolen after delivery. The Company recommends using the carrier's delivery management tools to schedule a secure drop-off or signature release. *** ## 4. Packaging standards The Company uses the following packaging procedures: For Raw Cards: 1. The card is placed in a soft "Penny Sleeve." 2. It is then inserted into a Semi-Rigid Holder or Top-Loader. 3. The holder is sealed in a Team Bag to prevent dust entry. 4. The protected card is sandwiched between two pieces of sturdy cardboard. For Graded Slabs: 1. The slab is placed in a fitted protective sleeve. 2. It is heavily wrapped in bubble wrap. *** ## 5. Address corrections and undeliverable packages ### 5.1. Address accuracy It is the User's responsibility to provide a correct, romanized (English characters) shipping address. * Japan/China/Korea: the User may provide addresses in local characters. The User should also provide the English romanization for carrier compatibility. ### 5.2. Address correction fees If the carrier charges the Company an address correction fee (typically $15 - $25 USD) because the User provided an incomplete or incorrect address: * The Company reserves the right to charge this fee through the payment method shown in the Service or to the User's next order. ### 5.3. Undeliverable packages If a package is deemed undeliverable after multiple attempts and returned to the Company: 1. The corresponding Card will be returned to the User's collection. 2. The User will be charged for the return shipping fees. 3. The User must pay a new shipping fee to attempt delivery again. 4. If the matter is not resolved within thirty (30) days of the original delivery request, the Card may be cancelled in accordance with the Terms of Service. *** ## 6. Damaged items and returns ### 6.1. Reporting damage If an item arrives damaged, the User must notify the Company at within seven (7) days of delivery. Required Evidence: 1. Photos of the exterior box (showing any crushing/damage). 2. Photos of the internal packaging. 3. Clear photos of the damage to the item. The User must retain the shipping box and packing materials. The carrier may require a packaging inspection before approving an insurance claim. ### 6.2. Return policy * All Sales Are Final: The Company does not accept returns for buyer's remorse. * Wrong Item Sent: If the Company sends the wrong card, it will provide a prepaid return label. The correct item will be shipped upon receipt of the return. *** ## 7. Contact For shipping inquiries, tracking issues, or customs help: Cardz.game Logistics Team Email: Hours: Mon-Fri, 10:00 AM - 6:00 PM (JST)