MON to SAT 12 - 10PM
SUN 12 - 7PM
MON to SAT 12 - 10PM
SUN 12 - 7PM
We love games because they can bring people together. While we hope every game you purchase with us will help enrich you and your loved ones' lives, you may have second thoughts about your purchase after you leave the store.
Return/Exchange Policy
We will accept returns and exchanges of board games and accessories if:
Trading Card Game and/or Collectible Card Game (TCG and/or CCG)
PRE-ORDERS AND/OR SPECIAL ORDERS for Trading Card Game and/or Collectible Card Game (TCG and/or CCG) products are FINAL SALE and the responsibility of the purchaser to arrange for pick up.
TCG/CCG orders made after product(s) are released can be cancelled prior to pick up, local delivery, or shipping (where available).
Please do not send your purchases to the manufacturer for a refund.
Cancellations
Pre-orders and backorders for non-TCG/CCG and/or food products are eligible for cancellation anytime up until pick-up, delivery, or fulfilment. Cancellation requests made via email are not guaranteed as there may be a 24-72 hour response time.
For efficient service, please provide your email receipt or order number. Cancellations can only be processed back onto the original form of payment. Store credit may be granted in select instances, or where the original tender is not available/no longer valid.
Partial refunds
There are certain situations where only partial refunds are granted (if applicable):
Games that have been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to merchant error
Refunding your payment (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@lvlupgames.ca
Sale items (if applicable)
Only regular priced items and items on promotion may be refunded, unfortunately items marked as 'DINGS & DENTS', 'REROLL', and/or 'FINAL SALE' cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at order@lvlupgames.ca and send your item to:
LVLUP GAMES
833 Westlock Rd
Unit #9
Mississauga, Ontario
L5C 1K7
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Return Shipping
To return your product, you must mail it to:
LVLUP GAMES
833 Westlock Rd
Unit #9
Mississauga, Ontario
L5C 1K7
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your order to reach us may vary.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance.