If your tracking shows delivered but you have not received your package, please follow these steps:

• Check around your mailbox, porch, front door, side door, and any secure delivery areas.
• Check with household members, neighbors, or building staff.
• Wait 24–48 hours, as carriers may occasionally mark packages as delivered before they arrive.
• Contact the shipping carrier directly with your tracking number and ask them to investigate the delivery.

Once a package has been marked as delivered by the shipping carrier, responsibility for the shipment transfers to the recipient. We do not issue refunds or replacements for orders marked as delivered. If you believe your package was misdelivered, please contact the shipping carrier immediately to begin an investigation. If the carrier requires any information from us during the investigation, we'll be happy to provide any available documentation and assist in any way we can.

We understand how frustrating package theft can be.

It is the customer's responsibility to ensure the shipping address provided at checkout is a secure location where packages can be safely delivered. Once a package has been marked as delivered by the shipping carrier, we are unable to offer refunds or replacements for stolen packages.

If you believe your package has been stolen, we recommend:

• Checking with neighbors or anyone else at the delivery address.
• Contacting the shipping carrier to report the theft and request any available delivery information.
• Filing a police report if necessary.

If package theft is common in your area, we recommend selecting Signature Confirmation during checkout. This service requires someone at the delivery address to sign for the package before it is released by the carrier, helping ensure a secure delivery.

Tracking updates can occasionally pause while a package is moving through the carrier's network.

Please allow 3–5 business days for tracking to update. If there is still no movement after that, please contact us and we'll be happy to review the shipment with you.

Yes, as long as your order has not shipped.

Once an order has been shipped or a shipping label has been created, we are unable to modify the shipping address.

It is the customer's responsibility to ensure the shipping information entered at checkout is accurate.

If your order has not yet shipped, please contact us as soon as possible and we'll do our best to update the address before it leaves our facility.

If your order has already shipped, we are unable to change the delivery address. If the package is returned to us by the shipping carrier, we can issue a refund for the order (excluding any applicable payment processing fees) or arrange to have it reshipped once it has been received back. Please note that additional shipping charges will apply if you choose to have the package reshipped.

Orders may be canceled before they have shipped unless otherwise stated in our store policies.

Please note that all approved order cancellations are subject to a 5% payment processing fee. Refunds will be issued for the original order total minus the 5% processing fee.

Pre-order and backorder items are not eligible for cancellation. These items are ordered and allocated specifically to fulfill customer orders at the time of purchase. Please review our Pre-Order Policy before placing your order.

If your tracking has stopped updating for an extended period or the carrier confirms the package has been lost, please contact us with your order number.

We'll review the shipment and work with the shipping carrier to determine the next steps.

Signature confirmation may be required on certain orders based on the order value, products purchased, or shipping risk.

If signature confirmation is available for your order, you may also select it during checkout for added peace of mind.

If a package is returned to us due to an incorrect address, failed delivery attempts, refusal, or being left unclaimed, please contact us once the package has been received back at our facility.

We can either issue a refund for the order (excluding any applicable payment processing fees) or arrange to have the order reshipped. Please note that additional shipping charges will apply if you choose to have the order reshipped.

Please contact us within 24 hours of delivery and include clear photos of:

• The shipping box
• The packing materials
• The damaged item(s)

Please review our Refund Policy for our complete damaged item procedure and eligibility requirements. Providing the requested photos within the required timeframe allows us to properly review the shipment and determine the appropriate next steps.

Estimated shipping dates are listed on each pre-order and backorder product page. These dates are also displayed in your cart during checkout and included in your order confirmation email for your reference.

Please note that each pre-order or backorder item may have its own estimated shipping date. If your order contains multiple pre-order or backorder items with different release dates, your order will ship once all items are available, unless separate orders are placed.

Release dates and estimated shipping dates are subject to change by the manufacturer or distributor. If this occurs, we'll ship your order as soon as inventory is received and processed.

You can reach our support team by using our website contact form or by emailing us directly at support@thetcgcollect.com. You may also reply directly to your order confirmation email.

Please include your order number in your message so we can assist you as quickly as possible.