FAQ

Some of our most frequently asked questions from our customers:

    1. Is it safe to use my credit card on your website?

ANSWER:
Yes, completely safe.  Our website is secured and all of your personal and credit card information is encrypted.  All account, cart, checkout, and payment pages are secure and you will notice the URL in the address bar will change from http:// to https:// indicating the switch to a secure connection for all pages containing sensitive information.  Our Geotrust security certificate appears throughout our website and you can view the certificate information by clicking on the seal at any time.

*If your browser pops up a warning about security on our site, do not worry. You may need to identify our site as a "trusted site" to avoid warnings in the future.  Some browsers are particularly sensitive and may trigger pop ups or warnings if your security settings are set very high- even on a fully secure and encrypted connection. Again, you can confirm our website security at any time by clicking on the Goetrust seal. Please contact us with any website security concerns or problems accessing our site with certain browsers.

    2. Are all of the items on your website in stock?

ANSWER:
Generally, yes but there are occasional exceptions.  Sometimes an item is sold out before our website inventory has been updated.  We try to update our inventory every 24-48 hours to ensure counts are accurate, however during peak seasons, sell outs can happen often between updates.  If you place an order and we do not have the item available to ship immediately, we will email you within 24 hours and give you the option to wait for more stock to arrive, change your order, or cancel your order and receive a refund.   

Also, we are now offering some pre-orders and special orders and in those cases, the items are available for purchase, but not in stock.  Those items will be marked as "PRE-ORDER" OR "SPECIAL ORDER" and anticipated shipping time will be noted on those items.

    3.  Will you put items on hold?

ANSWER:
No, due to the high demand of many of our figurines, collectibles and other items, we cannot offer to hold items.

    4. Can I pay in instalments?

ANSWER:
No, we are not set up for instalment payments.  All orders must be paid at the time the order is placed.

    5. What forms of payment do you accept?

ANSWER:
We accept on-line payments by Visa, MasterCard, or PayPal.  We also accept visa or MasterCard by phone for customers in North America who prefer not to pay on-line. All of these options are provided during the last stage of checkout.

    6. I do not have a credit card or a PayPal account.  Can I pay by check or money order?

ANSWER:
No, we do not accept personal checks or money orders, sorry.  As long as you have a bank account, you can set up an account with PayPal.  It is free and easy to set up, very secure, and will allow you to shop on-line with us and thousands of other merchants around the world.  If you wish to shop on-line regularly and do not have a credit card, a PayPal account is definitely the way to go.

    7. Do you have a retail location?

ANSWER:
No, The Realm Mystical Shop is an e-commerce business.  We do not have a storefront. All of our business is conducted on-line or by phone.

    8. I live in Victoria, BC...can I pick up my order?

ANSWER:
No, we do not have a pickup location.  All local orders are shipped via Canada Post.  Local customers get excellent shipping rates and usually receive their orders within a day or two at most. 

    9. Can I cancel or make changes to an order I placed?

ANSWER:
Yes, but cancelations or changes must be reported within 24 hours (or 12 hours during November and December).  We process and ship orders very quickly and are of course unable to change or cancel an order once it has shipped. 

    10. What countries do you ship to?

ANSWER:
The Realm Mystical Shop ships worldwide! Our shopping cart will calculate shipping rates to all countries.***Please note that occasionally our shopping cart may not calculate enough shipping on large, multi-item orders for customers outside of the USA and Canada.  We will contact international customers within 24 hours if their shipping charges need to be adjusted and give them the option to proceed or cancel if they find the costs too high. 

    11. Will I be charged any other fees or taxes when my order arrives?

ANSWER:
This depends on your location:

USA RESIDENTS: No, there are no taxes, duties, or additional charges to customers located in the USA.

CANADIAN RESIDENTS: No.  You will NOT be charged any additional taxes, duties, or fees.  The Realm Mystical Shop is located in Canada and ships from BC.  You will be charged the appropriate GST/HST and shipping during checkout. There will be no additional charges upon delivery of your order. 

ALL OTHER COUNTRIES: YES-in many cases.  Most countries have taxes, import, or customs fees for items imported from other countries.  The Realm Mystical Shop is located in Canada.  All international buyers must ask their postal service, government, or customs office to find out what fees and taxes they will have to pay when they import goods from Canada.  We ship everything by Canada Post and then the orders are forwarded to the destination country's postal service. International customers may receive a notice that they must pay the appropriate fees and taxes in order to claim their order at the post office or customs office.  Please note: any international orders that are refused or unclaimed due to a customer not wanting to pay the fees or taxes are treated as abandoned and are NOT returned to us and therefore are NOT REFUNDABLE. Please make sure you understand your country's laws and regulations on importing goods before you purchase!  

    12. Can I return or exchange an item?

ANSWER:
Yes, we will happily accept returns and exchanges for un-used, un-worn items in their original packaging.  You must email us within 7 days of receiving your item to request return instructions. Please include your name, email address, order number, and reason for return.  We will then email you with a return authorization and any special instructions. Buyers are responsible for the return shipping charges. 

Refunds/exchanges will be offered for the purchase price paid for returned goods.  Shipping charges are non-refundable.

    13. What if my order arrives damaged or broken?

ANSWER:

USA AND CANADIAN CUSTOMERS: Firstly, DO NOT WORRY:)  Here at The Realm, we take good care of our customers.  In the event that there is a problem with your order due to shipping damage, or some other kind of defect, simply email us immediately with a description of the problem and we will assist you immediately.  If it is a broken or damaged item, it is very helpful if you email us a picture showing the damage as it can help to expedite the process of getting a replacement item sent out. All orders to the USA and Canada are fully insured against shipping damage, so you need not be concerned.

INTERNATIONAL CUSTOMERS: We love that we are able to ship our products to customers all over the world!  We ship to many different countries each day and very rarely ever run into any problems with damage or breakage, however, International shipments ARE NOT INSURED against breakage or shipping damages.  In the event that an item is damaged during shipping, the postal service WILL NOT cover the loss or replacement cost. If your item arrives broken, please email us right away and we will do whatever we can to assist and to find a fair and reasonable solution whether it be a partial refund or a discount on a replacement item.  We want to continue to ship our products internationally and as long as customers understand the risks and costs of international shipping, and are able to be flexible if a problem does occur, we can continue to offer our products worldwide.

    14. When will I receive my order? And can I get a tracking number?

ANSWER:

USA: Most orders to the USA are delivered within a week or so.  Tracking numbers are not available on Airmail shipments to the USA but it is a very fast service for small orders and items.  Tracking is available on large orders and heavy items going by ground.  If there is a tracking number available, it will appear in your shipping confirmation email for your reference.

CANADA: Orders to Canada are delivered within 2-7 business days.  Tracking information is available in orders shipped via expedited parcel and the tracking number will appear in your shipping confirmation.  If your order contains small, lightweight items being shipped by oversized letter mail, no tracking will be available.

ALL OTHER COUNTRIES: Most international orders are delivered within 1-2 weeks, however some countries may take longer due to customs delays or delays within their local postal service.  There is no tracking available on international shipments.  We ship all international orders by AIR to ensure they arrive as quickly as possible.

If your question has not been answered here, please email us and we will be happy to help.

• 08/08/2010 Pre-Order FAQ