Shipping, Returns and Order Policies
Shipping Policies
Free Shipping Policy
Local Pickup
Returns Policy
Pre-orders Policy
Cancellation Policy
- Orders typically ship within 24 business hours of full payment. It may take up to two (2) business days for processing before shipping and potentially more during periods of high volume (e.g. Christmas).
- Please note that we are based in Vancouver, BC, Canada and follow Canadian public holidays that may differ from US holidays. In such instances, your order may be delayed by an additional business day.
- While we try to ensure that only in-stock items are available to order as in-stock, there are occasions when some merchandise may be oversold. You will be notified if an item is unavailable for shipment.
- For orders with back-ordered products, the entire order will be held till all products are in-stock and available to be shipped together.
- We ship using Canada Post and have multiple shipping options including Priority Courier (next day delivery) and Expedited Parcel (between 1 to 7 business days), During the checkout process, the software will automatically provide an estimate of when the order will arrive if the order is placed. Please note that the amount provided is an estimate and actual shipping costs might vary for unusually remote locations and/or extremely large orders.
- Certain types of International Shipping services (Small Packets Air/Surface and International Parcel Air) Do not provide us with tracking information. For shipments of this type, we cannot provide updates on the status of your shipment once it has left our warehouse. A trace for a missing package can only be started 75 days after the shipping date, and can take up to 1 month to complete. If a traced shipment is confirmed lost by Canada Post, we can refund the cost of the order up to $100 (including shipping) or provide re-shipment up to $100 total cost (games + shipping) any shipping cost above this amount will have to be covered by the customer requesting a re-shipment..
If your order of board games is shipping within Canada and the total comes to $175.00 or more (after any coupons or discounts and before taxes and shipping costs), then simply select "Free Shipping" as your shipping method when you're ready to check out.
- Canceling items may affect your order's eligibility for free shipping.
- Offer applies only to orders of $175 or more in merchandise, excluding taxes. Promotional coupons and discounts where applicable will be deducted from your item subtotal and may affect your order's Free Shipping eligibility.
- The Free Shipping option must be selected as your shipping method during checkout in order to qualify for the offer.
- The Free Shipping offer is via Canada Post Expedited at $175.
- Offer applies to deliveries within Canada only and may be subject to other shipping restrictions depending on the items ordered.
- The Free Shipping offer may be used in conjunction with other promotions and coupons. The qualifying amount for Free Shipping is the total amount of the products purchased after the promotional discounts are applied and before applicable taxes.
- Note that this offer may not be valid for deliveries to unusually remote areas, or for items of unusually large weight.
- Offer is subject to change without notice.
- Local Pickup orders are available for customers within Greater Vancouver. Customers will receive a shipment confirmation indicating that the order is ready for pickup at our storage location at:
StarlitCitadel.com
311 Rear W Cordova St
Vancouver BC V6B 1E5
Canada
Entrance is in the alleyway between West Cordova St. and Water St.
Pickup hours are 12pm - 6pm, Monday to Friday (excluding public holidays), and no appointment is required for customers arriving during those times. If our hours do not work for your schedule it may be possible to make alternate arrangements at the discretion of our shipping staff. Please contact us to discuss arranging a pickup outside the usual times.
- Starlit Citadel extends a 14-day guarantee for all orders from receipt of the order except for Promotional Orders. Receipt wil be counted from delivery confirmation information (when available) or after sale (when no delivery information is available - normally for International Orders only).
- All Promotional Orders are sold ‘as is’.
- All returns must be authorized by us before being shipped back. This is to ensure that we expect the order and will credit your account properly. Starlit Citadel will not pay for return shipment charges unless the return is due to our error or due to defective merchandise. In the case of defective merchandise, all pieces should be returned including the defective pieces.
- Our return amounts are as follows (except Promotional Orders): - 100% refund excluding the original shipping charges (see below for Free Shipping orders) for all unopened merchandise.
- Free Shipping orders will be refunded minus the cost of Expedited Shipping
- All returns must arrive with your full name, address and your original order number. This can be found in the packing slip first provided. Returns should be sent to:
StarlitCitadel.com
311 Rear W Cordova St
Vancouver BC V6B 1E5
Canada
- 70% refund excluding the original shipping charges so long as all pieces of the game are returned for all opened products
- If an order contains a pre-ordered product (product is out-of-stock currently or is set to Availability 'Ships in 2 weeks / 4 weeks / Pre-order'; the entire order will be held to ship when all products in the order are in-stock.
- When an order is placed, all currently in-stock product is taken from stock and set aside for the customer. As such, if an order has a pre-ordered product with an expected release date greater than a month from the date of the order, all in-stock products on the order may be charged immediately.
- Note; if you pay by PayPal you will be charged immediately for the entire order.
- Products that are currently in-stock may be shipped immediately at the customers request. However, additional shipping charges for the remainder, un-shipped pre-ordered products will be required and must be paid before the games are shipped. Customers may combine these unshipped products with a second order if they wish.
- If a second or subsequent order that meets our free shipping threshold is made in interim; do inform us and we will be happy to ship all in-stock products with this second order immediately.
- We will attempt to fill each and every order with all reasonable haste, but due to circumstances beyond our control; changes or cancellations may be necessary to a pre-order. In situations where a publisher releases the product in waves or partial quantities we will always ship the oldest pre-orders' first.
- If a customer cancels a held order after 1 month from the date of the order, a restocking fee of 20% of all in-stock; held products from the customers order will be charged.
- Orders canceled at any time before processing and packaging is completed will receive a 100% refund.
- Orders canceled after processing and packaging (and shipping if applicable) have been completed will be subject to a restocking and cancellation fee of $4.
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