Shipping and Delivery Policy

This policy applies to goods delivered by House of TCG in South Africa. It should be read with our Terms and Conditions and Returns and Refunds Policy.

Nothing in this policy limits delivery, cancellation, refund, examination, risk, or other rights that a consumer has under the CPA, ECTA, or another mandatory South African law.

1. Available delivery methods

Active delivery methods and their prices are shown at checkout. Depending on availability and destination, these may include PUDO locker delivery, courier delivery to a home or work address, collection, or another method configured by House of TCG.

The checkout displays the fields required for the selected method. PUDO requires accurate locker and contact details. Courier delivery requires a complete deliverable street address and contact details. A method is not selected until it appears in the checkout summary.

2. Delivery charges

Delivery charges are shown separately before payment and form part of the total transaction price. A change requested after an order is placed may require an additional agreed charge. We will not add an undisclosed delivery charge to a completed transaction without the customer's agreement or another lawful basis.

3. Processing and delivery time

In-stock orders are prepared after payment is verified. Unless another period is expressly agreed or disclosed for a pre-order, back-order, special order, split order, or selected delivery service, House of TCG will perform within 30 days after receiving the order, as required by ECTA.

A product marked Back-order 5-10 days requires the stated sourcing period before dispatch unless the listing says otherwise. A pre-order is dispatched after release and confirmed supplier allocation. Manufacturer release dates and supplier allocations are estimates outside our direct control, but statutory rights continue to apply if performance is delayed or becomes impossible.

Courier transit estimates begin after dispatch and are estimates rather than guarantees unless expressly agreed. Weekends, public holidays, remote-area routes, courier capacity, severe weather, infrastructure disruption, and incorrect address details can affect transit.

4. Correct delivery information

The customer must provide complete and accurate recipient, telephone, email, address, postal code, and locker information. Contact us immediately if information is wrong. We will make reasonable efforts to correct it before dispatch, but a courier may not accept changes after collection.

If incorrect or incomplete information causes a failed or redirected delivery, the customer may be responsible for a reasonable additional delivery cost where permitted by law and disclosed before redelivery.

5. Dispatch, tracking, and communication

Where tracking is available, it may be sent by House of TCG or the delivery provider. Tracking scans are supplied by the provider and may not update immediately. Customers should keep their order number and monitor delivery communications.

6. Delivery, examination, and risk

Goods are delivered at the agreed place and in the agreed manner. Risk remains with House of TCG until the goods have been delivered to the customer or authorised recipient, except to the extent applicable law validly provides otherwise.

On request at delivery, a consumer must be given a reasonable opportunity to examine goods as required by the CPA. Acceptance of a sealed parcel does not remove rights relating to concealed damage, defects, incorrect goods, or short supply.

7. PUDO and locker delivery

The customer is responsible for selecting the correct active locker and using collection credentials securely. Collection windows, access rules, and uncollected-parcel procedures are set by the locker provider. If a parcel is returned because it was not collected, we will contact the customer about lawful redelivery, cancellation, or refund options and any reasonable additional cost.

8. Courier delivery and failed attempts

An adult or authorised recipient should be available at the address where required. If delivery fails, the courier may attempt redelivery, hold the parcel, request collection, or return it. We will not treat a courier delay as permission to remove a statutory right.

9. Split and partial delivery

We may propose splitting an order where products have different availability dates. We will disclose and obtain agreement to any additional delivery charge. If only part of an order can be supplied, remedies for unavailable items are governed by the Returns and Refunds Policy.

10. Damaged, tampered, lost, or short parcels

Notify us as soon as reasonably possible through the contact form if tracking shows an unexplained delay or a parcel is lost, damaged, tampered with, incomplete, or delivered incorrectly. Include the order number and, where available, photographs of the outer packaging, label, inner packaging, and affected goods.

Prompt evidence helps us investigate with the delivery provider, but a failure to notify immediately does not remove a statutory right that otherwise applies. We remain responsible for remedies that the law places on us and will not require the customer to resolve our courier claim before receiving a remedy legally due.

11. Delay or non-delivery

If delivery is tendered at a materially different place, date, or time from what was agreed, the consumer has the choices provided by section 19 of the CPA. If we do not perform within the applicable or agreed period, the customer may exercise cancellation and refund rights available under ECTA, the CPA, or other law.

12. Returns after delivery

Return shipping, cooling-off cancellations, damaged or defective goods, incorrect supply, opened trading-card products, pre-order allocation shortfalls, and refunds are addressed in the Returns, Refunds, Cancellations and Store Credit Policy.

13. Contact

For delivery assistance, use our contact form or email info@houseoftcg.co.za. Include the order number and do not send payment-card details.

Related documents: Terms and Conditions, Returns and Refunds Policy, and Privacy Policy.