Okanagan Card Quest — Comprehensive Store Policies
Store Name: Okanagan Card Quest Location: Unit 102B, 200 Dougall Road N, Kelowna, BC Contact: customerservice@okanagancardquest.com
Last Updated: May 2026
Welcome to Okanagan Card Quest! We are an independent Trading Card Game (TCG) retail store proudly serving the Kelowna, BC community and customers across Canada. We specialize in trading cards (Pokémon, Magic: The Gathering, Yu-Gi-Oh!, One Piece, and more), booster packs, sealed products, singles, and accessories. We sell both in-store and online through our Shopify website and eBay store.
By making a purchase in-store, on our Shopify website, or through our eBay store, you acknowledge that you have read, understood, and agreed to all policies contained in this document. Our goal is to provide a fair, transparent, and enjoyable experience for every customer. If you have any questions or concerns, please contact us at customerservice@okanagancardquest.com — we are always happy to help.
Table of Contents
2 Returns, Exchanges & Refunds
9 Buylist & Card Purchasing Policy
12 Store Credit & Gift Card Policy
14 In-Store Conduct & Community Standards
1. General Purchase Policy
All purchases made at Okanagan Card Quest — whether in-store, on our Shopify website, or through our eBay store — are subject to the policies outlined in this document. By completing a transaction, you agree to all applicable terms.
Product Availability: All orders are subject to product availability. In the event that an item is out of stock or oversold after your order is placed, we will contact you to arrange a refund or substitution. We make every effort to keep our inventory accurate, but errors can occasionally occur.
Pricing Errors: We reserve the right to correct any pricing errors at any time, including after an order has been placed. In the event of a significant pricing error, we will contact you before processing and offer the option to complete the purchase at the corrected price or receive a full refund.
Order Cancellations: We reserve the right to cancel any order for any reason, including but not limited to suspected fraud, pricing errors, or product unavailability. If we cancel your order, you will receive a full refund.
Quantity Limits: We reserve the right to limit the quantity of any product sold to a single customer. This applies particularly to high-demand releases and new product launches.
2. Returns, Exchanges & Refunds
Due to the nature of the trading card market, our return and exchange policy is necessarily strict. We have designed these policies to be fair to both our customers and our business.
Final Sale Items
The following categories are Final Sale and are not eligible for return, exchange, or refund under any circumstances once the order has been processed or the item has left the store:
|
Category |
Reason |
|
TCG Singles (all games) |
Market volatility; condition cannot be verified after sale |
|
Sealed TCG Products (packs, boxes, ETBs, etc.) |
Risk of tampering; contents cannot be verified |
|
Sealed Sports Card Products |
Same as above |
|
Clearance / Sale Items |
Sold at reduced price as-is |
|
Digital Products & Gift Cards |
Non-returnable by nature |
Eligible Returns & Exchanges
For all other items (unopened accessories such as sleeves, deck boxes, binders, playmats, dice, and non-TCG board games), we accept returns or exchanges within 14 days of purchase (in-store) or 14 days of confirmed delivery (online orders), provided:
• The item is completely unopened, unused, and in its original factory condition.
• The original receipt or order confirmation is presented.
• The item is returned in the same condition it was received.
We offer exchanges or store credit for eligible returns. Cash refunds are not available for in-store purchases. For online orders, refunds will be issued to the original payment method, less any applicable transaction fees.
Online Order Returns
Customers wishing to return an eligible online purchase must contact us at orders@okanagancardquest.com before sending any items back. Do not ship items back without prior authorization. Return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us at orders@okanagancardquest.com within 48 hours of delivery or purchase, providing:
• Your order number or receipt.
• A clear description of the damage or defect.
• Photographs of the damaged item and packaging (for online orders).
We will review your claim and, where appropriate, offer an exchange, store credit, or refund. Please note the following important distinctions:
Sealed Product Packaging: Minor scuffs, small tears or separations in shrink wrap, minor dents or dings to box corners, and other cosmetic imperfections in packaging that do not affect the internal contents are considered normal and are not grounds for a return or compensation. All of our products are sourced from authorized Canadian distributors.
Missing Factory Components: If a factory-sealed product is missing cards or components, please contact the manufacturer directly. Most publishers (The Pokémon Company, Wizards of the Coast, Konami, etc.) have dedicated customer service teams that handle factory error replacements free of charge. We can assist you in finding the appropriate contact if needed.
3. Shipping & Delivery Policy
Okanagan Card Quest ships to addresses within Canada and the United States.
Processing Time
Most orders are processed and shipped within 1 to 3 business days of the order being placed. During high-demand periods — such as new product release dates, holidays, or promotional events — processing may take slightly longer. We will notify you if there is an unexpected delay.
Shipping Carriers
We ship using Canada Post and/or other reputable carriers at our discretion. The carrier selected will depend on the size, weight, and destination of your order.
Shipping Rates (Canada)
|
Order Type |
Shipping Option |
Rate |
|
All orders (general) |
Standard Tracked |
Calculated at checkout |
|
All orders (general) |
Free Shipping |
Available above our free shipping threshold |
|
TCG Singles only |
Lettermail (Untracked) |
Available for small, low-value orders |
|
TCG Singles only |
Tracked Parcel |
Flat rate; calculated at checkout |
Free Shipping Threshold: Orders meeting or exceeding our free shipping threshold (before taxes and after discounts) qualify for free standard tracked shipping within Canada. The current threshold is displayed at checkout.
Lettermail (Untracked): Small orders of TCG singles may be eligible for untracked lettermail shipping at a reduced rate. Okanagan Card Quest assumes no responsibility for lettermail shipments that are lost or delayed, as they are uninsured and untracked. Customers who select lettermail do so at their own risk.
Shipping Rates (United States)
We ship to most US states. Shipping rates are calculated at checkout. The customer is responsible for all applicable US customs duties, import taxes, and brokerage fees. These charges are not included in our shipping rates and will be billed by the carrier upon delivery.
Order Adjustments
Once an order has been placed, we will do our best to accommodate modification requests (address changes, item additions, etc.) before the order ships. Please contact us as soon as possible at okanagancardquest@gmail.com. We cannot guarantee that modifications will be possible once an order has entered the fulfillment process.
Lost, Stolen, or Undelivered Packages
Okanagan Card Quest is not liable for packages that are lost in transit, misplaced, or stolen after being marked as "Delivered" by the carrier. If you are concerned about porch theft, please add a note to your order requesting "Signature Required" delivery, or choose In-Store Pickup.
If your tracked package shows as delivered but you have not received it, please contact the carrier directly to open a trace investigation. We will assist where we can, but we are not responsible for carrier errors or theft after delivery confirmation.
Incorrect Addresses
Customers are solely responsible for providing a complete and accurate shipping address at checkout. Okanagan Card Quest assumes no responsibility for items lost, delayed, or returned due to an incorrect or incomplete address. If a package is returned to us due to an incorrect address, the customer will be responsible for re-shipping costs.
Third-Party Freight Forwarders
If an order is shipped to a third-party freight forwarder or similar service, Okanagan Card Quest assumes no responsibility for any damages, losses, or issues that arise from the forwarder's handling of the package.
4. In-Store Pickup Policy
Customers in the Kelowna area can choose In-Store Pickup at checkout to collect their orders at our location: Unit 102B, 200 Dougall Road N, Kelowna, BC.
Processing: Your order will typically be ready for pickup within 1 to 2 business days. You will receive an email notification when your order is ready. Please do not come to the store before receiving this notification, as we cannot assemble orders on the spot.
Identification: When picking up your order, you must present a valid government-issued photo ID and your order confirmation number or email.
Authorized Pickups: If you would like to designate someone else to pick up your order, please email us at okanagancardquest@gmail.com in advance with your order number and the full name of the person who will be collecting it.
Holding Period: We will hold your order for 30 days from the date your pickup notification is sent. After 30 days, uncollected orders may be cancelled and refunded, subject to a 10% restocking fee to cover payment processing costs, or converted to store credit at our discretion.
5. Pre-Order Policy
Pre-orders allow you to reserve upcoming products and guarantee your allocation before they sell out.
Payment
All pre-orders are paid in full at the time of checkout. This secures your allocation with our distributors.
Fulfillment & Shipping
Orders containing both in-stock items and pre-order items will be held and shipped together once all items in the order are available. If you wish to receive in-stock items sooner, please place a separate order for those items. Splitting a mixed order into multiple shipments may require an additional shipping charge if the separated items do not meet the free shipping threshold.
Release Dates
Release dates listed on our website are provided by the manufacturer and are subject to change due to production, distribution, or logistical delays. We will communicate any known delays to customers with affected pre-orders. Release date changes do not constitute grounds for a fee-free cancellation.
Pre-Order Price Protection
If we lower the price of a pre-order product before its official release date, we will issue store credit for the difference to the affected customers.
If we raise the price of a pre-order product, the price you paid at the time of ordering will be honoured. In rare cases where a significant distributor-level price increase makes fulfillment at the original price impossible, we will contact you and offer a full refund if you do not wish to pay the difference.
Cancellations & Quantity Reductions
Pre-order cancellations or quantity reductions requested by the customer are subject to a 10% processing fee based on the total order value. This fee covers non-refundable payment gateway charges and administrative costs.
The following circumstances do not exempt a cancellation from this fee: release date delays, product allocation issues, or any other logistics, production, or distribution factors outside of our control.
We reserve the right to reduce the quantity of pre-orders placed for multiple copies of a single item if we suspect the order is for resale or speculative purposes. Such reductions may also be subject to the 10% processing fee at our discretion.
6. TCG Singles Policy
All sales of Trading Card Game singles are Final Sale. Singles orders cannot be cancelled, returned, or exchanged once placed.
Condition Accuracy: We take great care to accurately grade all singles we list for sale. If you believe a card was significantly misgraded (e.g., listed as NM but received as HP), please contact us within 48 hours of delivery with photographs. We will review the claim and, if the misgrade is confirmed, offer a store credit or exchange.
Order Combinations: If you place multiple singles orders within a short timeframe, we may combine them at our discretion to save on shipping. Once an order has begun processing, it can no longer be combined.
Processing Time: Large singles orders may require additional processing time beyond our standard 1–3 business day window.
7. TCG Singles Condition Guide
We use the following standard grading scale for all TCG singles. Condition grades are applied consistently across all games (Pokémon, Magic: The Gathering, Yu-Gi-Oh!, One Piece, etc.).
|
Grade |
Abbreviation |
Description |
|
Near Mint |
NM |
Minimal to no visible wear. Card appears essentially pack-fresh. May have very minor imperfections such as a tiny edge nick or light corner wear. |
|
Slightly Played |
SP |
Minor visible wear. May have light scratches, minor edge wear, or slight scuffing on the front or back. |
|
Moderately Played |
MP |
Moderate wear. Noticeable scratches, binder dents, moderate edge wear, minor shuffle creasing, or light "clouding" on foils. |
|
Heavily Played |
HP |
Significant wear. Substantial whitening on edges or back, moderate creasing, or heavy surface scratching. May not be tournament-legal even when sleeved. |
|
Damaged |
DMG |
Extreme wear. Tears, extreme creasing, liquid damage, inking, peeling, or other severe defects. |
Foils: Foil cards are graded with additional attention to foil clouding (light scratching on the foil surface). A foil in NM condition should have minimal to no clouding.
Signed & Stamped Cards: Artist-signed or event-stamped cards are generally graded at SP or lower, regardless of physical condition, due to their altered state.
We generally do not list HP or DMG cards for online sale. If such cards are listed, they will be clearly identified and priced accordingly.
8. Sealed Product Policy
All sealed TCG products (booster packs, booster boxes, elite trainer boxes, theme decks, collector boosters, etc.) are sold as-is and are Final Sale.
Shrink Wrap Condition: Minor cosmetic imperfections in shrink wrap — including small tears, scuffs, separations at the seams, or light creasing — are normal and do not constitute damage. These imperfections are a standard result of manufacturing, warehousing, and shipping and do not affect the contents of the product.
Source: All sealed products sold by Okanagan Card Quest are sourced from authorized Canadian distributors. We do not sell resealed, repackaged, or otherwise tampered products.
Weighed Packs: We do not sell individual weighed packs. All booster packs sold individually are from factory-sealed boxes and have not been weighed or sorted.
9. Buylist & Card Purchasing Policy
Okanagan Card Quest buys TCG singles from customers. We are always looking to expand our inventory.
In-Store Submissions: Bring your cards to our store during business hours for an assessment. For large collections (100+ cards or full collections), please contact us at okanagancardquest@gmail.com in advance to schedule an appointment so we can dedicate adequate time to your submission.
Pricing: Buy prices are based on our current buylist and are subject to change without notice based on market conditions. We reserve the right to adjust prices at any time.
Condition: Buy prices are based on Near Mint (NM) condition. Cards in lower condition grades will be assessed at a reduced rate. We reserve the right to refuse any cards that do not meet a minimum acceptable condition standard, including but not limited to cards with liquid damage, inking, peeling, cuts, or extreme wear.
Payout Options:
|
Option |
Description |
|
Cash / Cheque |
Standard payout at our listed buy price |
|
Store Credit |
Bonus percentage added to the listed buy price (typically 20–30% extra value) |
Store credit is issued as a digital gift card sent to the email address provided at the time of submission. Please ensure your email address is correct.
Right to Refuse: We reserve the right to refuse any buylist submission for any reason, including but not limited to market saturation, condition issues, or suspected counterfeit cards.
Counterfeit Cards: Knowingly submitting counterfeit cards to our buylist is a serious offence. Any suspected counterfeit cards will be confiscated and the matter may be referred to local law enforcement.
10. eBay Store Policies
In addition to our Shopify website, Okanagan Card Quest sells products through our eBay store. The following policies apply specifically to eBay transactions.
Platform Terms: All sales conducted through eBay are subject to eBay's Terms of Service, Money Back Guarantee, and Buyer Protection policies in addition to our store policies.
Pricing: Prices listed on eBay may differ from our in-store or website prices due to eBay platform fees, listing costs, and market conditions. We do not price-match our eBay listings against our website or in-store prices, and vice versa.
Combined Shipping: We are happy to combine shipping for multiple items purchased within a 3-day window. Please do not pay immediately after winning an auction if you plan to purchase additional items — request an invoice from us first so we can calculate combined shipping accurately.
Feedback: We strive to provide excellent service on eBay. If you are unsatisfied with your purchase, please contact us before leaving negative feedback so we have the opportunity to resolve the issue.
Returns (eBay): Returns on eBay follow both our store policies and eBay's return policies. TCG singles and sealed products purchased through eBay are Final Sale, consistent with our general policy.
11. Price Matching Policy
As a small independent store, we strive to offer competitive pricing on all products. We will consider price match requests on a case-by-case basis.
Eligible Price Matches: We will consider matching the advertised price of other Canadian brick-and-mortar or online TCG retailers, provided:
• The competing item is identical (same product, same edition, same condition).
• The item is currently in stock at the competing retailer and available at the advertised price.
• The price is listed in Canadian dollars.
• The request is made before the order is placed.
Ineligible Price Matches: We do not price match the following:
• Amazon, eBay, Kijiji, Facebook Marketplace, or other auction/resale platforms.
• Big-box retailers (e.g., Walmart, Costco, Toys R Us).
• Clearance, liquidation, or going-out-of-business sales.
• Flash sales or limited-time promotional pricing.
• Prices from outside Canada.
All price match requests are subject to approval at our discretion. We reserve the right to decline any price match request.
12. Store Credit & Gift Card Policy
Store credit and gift cards issued by Okanagan Card Quest are subject to the following terms:
• Store credit and gift cards have no expiry date.
• Store credit and gift cards are non-refundable and cannot be exchanged for cash.
• Store credit and gift cards cannot be transferred to another person.
• Store credit and gift cards can be used for in-store and online purchases.
• Okanagan Card Quest is not responsible for lost or stolen gift cards. Treat your gift card like cash.
• In the event of store closure, outstanding store credit and gift cards will be honoured for a reasonable wind-down period, to be communicated to customers at that time.
13. Fraud Prevention Policy
To protect our customers and our business, Okanagan Card Quest employs fraud prevention measures on all online orders.
Order Verification: High-value orders, or orders flagged as potentially high-risk by our payment processor, may require additional identity verification before being processed. We may contact you via email to request confirmation of your identity or payment details. Orders that do not respond to verification requests within a reasonable timeframe may be cancelled and refunded.
Billing Address: The billing address provided at checkout must match the address on file with your credit card issuer. Discrepancies may result in order delays or cancellation.
Right to Cancel: We reserve the right to cancel and fully refund any order that fails our fraud checks or that we deem suspicious, at our sole discretion.
Chargebacks: Customers who initiate an unjustified chargeback with their payment provider after receiving their order may be permanently banned from purchasing from Okanagan Card Quest. We maintain detailed records of all transactions and will contest fraudulent chargebacks.
14. In-Store Conduct & Community Standards
Okanagan Card Quest is committed to being a welcoming, inclusive, and safe space for players and collectors of all ages and backgrounds.
Respect & Inclusion: Harassment, bullying, intimidation, or discrimination of any kind — based on race, gender, age, sexual orientation, religion, disability, or any other characteristic — will not be tolerated. Violations will result in immediate removal from the store and may result in a permanent ban.
Language & Behaviour: Please be mindful of language and behaviour, particularly as we serve customers of all ages including children. Excessive profanity or aggressive behaviour will not be tolerated.
Personal Hygiene: Out of respect for other players and staff in our shared space, we ask that all customers maintain a reasonable standard of personal hygiene.
Card Trading: Casual trading between customers is welcome and encouraged! However, buying or selling cards for cash between customers on our premises is strictly prohibited, as this interferes with our business operations.
Theft & Shoplifting: Any act of shoplifting or theft will result in an immediate and permanent ban from the store and will be reported to the Kelowna RCMP. We use security cameras throughout the store.
Damage to Store Property: Customers are responsible for any damage they cause to store property, display cases, or merchandise.
15. Event & Tournament Policy
Okanagan Card Quest hosts in-store events and tournaments for various TCG formats.
Entry Fees: Entry fees for events are non-refundable once paid, unless the event is cancelled by us.
Event Cancellations: In the event that we must cancel a scheduled event (due to insufficient registration, unforeseen circumstances, etc.), all entry fees will be refunded in full.
Official Rules: All sanctioned tournaments are run in accordance with the official rules and floor rules of the respective game's publisher (e.g., Pokémon Play! Rules, Magic: The Gathering Tournament Rules, Yu-Gi-Oh! Official Tournament Policy).
Deck Checks & Sportsmanship: Players are expected to maintain honest and sportsmanlike conduct at all times. Cheating, stalling, or unsportsmanlike behaviour will result in disqualification and may result in a ban from future events.
Prize Support: Prize support for events will be announced in advance. Prize support is distributed at the conclusion of the event and cannot be exchanged for cash.
Age Restrictions: Some events may have age restrictions. These will be clearly communicated in the event announcement.
16. Privacy Policy
Okanagan Card Quest respects your privacy and is committed to protecting your personal information in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA).
Information We Collect
We collect personal information that is necessary to fulfill your orders and provide our services, including:
• Name, mailing address, and email address (for order fulfillment and communication).
• Phone number (for order-related inquiries and fraud prevention).
• Payment information (processed securely through our payment providers; we do not store full credit card numbers).
• Purchase history and browsing behaviour on our website (for improving our service and marketing purposes, where consent has been given).
How We Use Your Information
Your personal information is used solely for the following purposes:
• Processing and fulfilling your orders.
• Communicating with you about your orders, returns, or inquiries.
• Sending promotional emails and newsletters, if you have opted in.
• Fraud prevention and security.
• Improving our products, services, and website.
Information Sharing
We do not sell, rent, or trade your personal information to third parties. We share your information only with trusted service providers who assist us in operating our business, including:
• Shopify (e-commerce platform and payment processing).
• Canada Post / shipping carriers (for order delivery).
• eBay (for transactions conducted through our eBay store).
These service providers are contractually obligated to protect your information and use it only for the purposes for which it was shared.
Data Retention
We retain your personal information for as long as necessary to fulfill the purposes for which it was collected, or as required by law.
Your Rights
You have the right to access, correct, or request deletion of your personal information held by us. To exercise these rights, please contact us at okanagancardquest@gmail.com.
Cookies
Our website uses cookies to improve your browsing experience and to collect analytics data. You can disable cookies in your browser settings, though this may affect the functionality of our website.
Marketing Communications
If you have opted in to receive marketing communications from us, you may unsubscribe at any time by clicking the "Unsubscribe" link in any of our emails or by contacting us directly.
17. Terms of Service
By accessing our website, visiting our store, or making a purchase from Okanagan Card Quest, you agree to be bound by the following Terms of Service.
Agreement to Policies
By completing a purchase — whether in-store, online, or through eBay — you acknowledge that you have read and agreed to all policies contained in this document. All policies are incorporated by reference into these Terms of Service.
Errors & Omissions
We make every effort to ensure that product descriptions, prices, and inventory information on our website are accurate. However, we reserve the right to correct any errors, inaccuracies, or omissions at any time without prior notice, including after an order has been submitted. In the event of a material error affecting your order, we will contact you to resolve the matter.
Limitation of Liability
To the maximum extent permitted by applicable law, Okanagan Card Quest (operated as a sole proprietorship by Stephen) shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services or products, including but not limited to loss of profits, data, or goodwill. Our total liability for any claim arising from a transaction shall not exceed the amount paid by the customer for the product or service in question.
Intellectual Property
All content on our website, including text, images, logos, and graphics, is the property of Okanagan Card Quest or its content suppliers and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without our express written permission.
Governing Law
These Terms of Service and all policies of Okanagan Card Quest are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of British Columbia.
Changes to Policies
We reserve the right to update or modify any of our store policies at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review our policies periodically. Continued use of our services after any changes constitutes your acceptance of the updated policies.
Refusal of Service
We reserve the right to refuse service to any individual at any time, for any reason, at our sole discretion.
Thank you for choosing Okanagan Card Quest. We appreciate your support of our small, independent store and look forward to serving you.
Okanagan Card Quest Unit 102B, 200 Dougall Road N, Kelowna, BC customerservice@okanagancardquest.com
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