Delivery, Cancellation & Returns Policies
Note: These policies are for products purchased on this site only. Any products purchased on Cardmarket are subject to separate guidelines which you can see here.
Last updated March 31, 2026
Delivery Policy
WE CURRENTLY SHIP TO THE UNITED KINGDOM ONLY:
We offer two options for delivery:
Royal Mail Tracked 48 and;
Royal Mail Tracked 24
In some cases - for example for large, bulky orders & orders with a particularly high value - we may use a different delivery service at no extra cost to the customer. It will always be equally as fast, or faster, than our standard Royal Mail services.
PenguinTCG dispatch orders Monday-Friday. We aim to dispatch all orders before the end of the next working day. Therefore, you can expect delivery of your order within the following timeframes:
Tracked 48 - within 2-4 business days;
Tracked 24 - within 1-3 business days.
Preorder Policy
If you preorder products with different release dates (or order both in stock items and preorder items) in the same order, we will not ship out your order until all products are available. To ensure you receive all preorder products on their stated release date, ensure every item in your order is releasing on the same date, and place multiple orders if necessary.
We expect to ship all preorders ONE DAY before release date*, regardless of your choice of shipping method. This is to ensure we do not break street date on any release. Therefore, for the best chance of receiving your order on release date, we suggest you select the Tracked24 option for all preorders.
Not all preorder items have a specific release date. These items will have estimated dates, and are likely to change up until we have despatch confirmation from suppliers. These items will be shipped within 24 hours of us confirming receipt of the items.
In the case of Preorder items being delayed in reaching us from our distributors, your entire order will be held until we have all items in stock and available to ship.
*assuming the product arrives with us in time from our distributors. If a product arrives late from a distributor, we will ship it out within 24 hours of us receiving the stock.
Delayed, lost or misrouted orders
Please be aware that during busy times, or due to industrial action, delays may occasionally occur. We will notify you as soon as possible if we become aware of any delay to your shipment. If your parcel hasn’t arrived within the time frames stated above, feel free to Contact Us and we will look into the issue. If the cause of a delay is out of the customer’s control, and longer than 3 business days, we will refund any shipping charges the customer may have paid*. In the case that an order is lost by the courier, PenguinTCG will either refund the customers order, or send an identical product(s) (customer’s choice, subject to stock availability). If an order is misrouted because a customer has provided an incorrect delivery address, all costs to reroute the order to a correct address will be the customer’s responsibility - or if the item cannot be rerouted, the customer will only be entitled to a refund of the item/s cost if and when they are returned to us. If an order is misrouted for a reason outside of the customer’s control, PenguinTCG will pay any costs associated with rerouting the order to the correct address.
*Excluding Preorder items. Delayed preorder items will be delivered as stated in our Preorder Policy.
Cancellation Policy
Customers may cancel their order at any time up to 14 days after the date of delivery.
If the cancellation occurs before we have dispatched the product(s), we will issue a refund within 48 hours.
All cancellations made by customer request will be subject to a fee of 3% to cover non-refundable payment processing fees, unless agreed otherwise prior to a refund being processed - any waving of this fee will be at the sole discretion of PenguinTCG.*
If a customer breaks any purchasing rules laid out in any product pages or communicated via any emails, ALL of their outstanding orders will be cancelled & subject to a 3% fee to cover non-refundable payment processing fees. Purchasing an item without checking the product page is NOT a valid reason to have this fee waved.*
If the cancellation occurs after we have dispatched an order, the customer must return the product to us at their own cost within 14 days of telling us that they wish to do so, and any product(s) returned must be undamaged, unopened and in their original packaging. Once we have received the product(s) back and verified their condition, we will issue a refund within 48 hours.
*This cancellation fee is only charged if the cancellation is on request of the customer, or if the customer breaks any purchasing rules communicated via email (for subscribers) or via the product page (for all customers). If the cancellation is initiated by the seller for any reason other than this rule breaking, then no fee will be charged.
Returns Policy
In the unfortunate event that a customer receives an incorrect, damaged or faulty item or an item which is otherwise not as described, these item(s) can be returned up to 30 days after delivery. We will refund you the total cost of your order including the original shipping fee (if any). Customers are responsible for the costs of returning any goods to us. However, in the case that the issue is found to be the fault of PenguinTCG (for example, incorrect items), we will refund these costs to the customer. In the case of damages, you MUST provide proof that the item was damaged before it reached you - take a picture as soon as you receive the item from the courier.
NOTE: Cosmetic damage, such as discolouration, dented outer boxes, tears in cardboard etc. WILL NOT be deemed damaged if the products inside are still in good condition.
Products that are no longer wanted/required, but remain in good condition, unopened and in their original packaging, may also be returned up to 30 days after the date of delivery.
If any items are returned by the customer for any reason other than being incorrect, damaged or faulty (as stated above), the customer will be charged a fee of 3% to cover non-refundable payment processing fees.
For all returned products that are eligible for a refund, this refund will be issued within 48 hours of PenguinTCG receiving the stock back & verifying it’s condition.
At the sole discretion of PenguinTCG, our cancellation/returns policy may be extended (but never reduced) beyond the typical 14/30 days at certain times of the year. Whenever this happens, it will be clearly advertised, and these policies will be updated.
Return Address
PenguinTCG
1 Rectory Court
Stafford
ST17 9SN