Last Updated: Jan 15, 2025
- Delivery Time and Responsibility
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We make every reasonable effort to deliver items as quickly as possible within a reasonable timeframe. However, we are not liable for any delays that are beyond our control, and we do not guarantee specific delivery dates. Any estimated delivery times displayed on our site are non-binding and based on current knowledge and experience. ZenCard Co. Ltd. accepts no liability, and users release us from any claims for damage resulting from early or late delivery, failure to deliver, or reliance on estimated delivery dates.
- Delivery Costs and Responsibilities
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The recipient is responsible for any costs, fees, duties, taxes, or other expenses associated with the delivery of items. Before placing an order, we advise users to familiarize themselves with their local import, customs, and tax regulations.
- Risk of Damage or Loss
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The risk of damage or loss transfers to the user upon delivery or attempted delivery as per the provided delivery instructions. If an item does not arrive or arrives damaged or defective, please contact us immediately and no later than:
- Two months from the order date for non-delivery.
- Three days from receipt for damaged or defective items.
Provide photographic evidence of the damage when contacting us. If we determine, at our sole discretion, that the damage or loss was not caused by the user, we may, based on item availability, either send a replacement or issue a full refund in gems equivalent to the item's cost. Before a refund or replacement is issued, the user must return the damaged item to us. If the damage is found to be due to the user's actions, we take no responsibility and will not issue a refund.
- Condition of Delivered Cards
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We do not accept exchanges for items based on the condition of the card being worse than expected. However, if a user provides photographic evidence showing that the condition of the card is significantly worse than stated, we may, at our sole discretion, compensate the user with the gem equivalent of the item's value.
- Order Cancellations
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Once an order has been placed, it cannot be canceled for any reason.
- Accidental Orders
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If a user mistakenly orders a card that cannot be shipped (e.g., a card intended solely for resale for gems), we will cancel the order, and the card will be returned to the user's inventory. Any gems or shipping tickets used for the order will not be refunded.
- Returned Packages
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If a package is returned to us due to user-related issues, the order will be held and stored for two weeks. We will notify the user of the returned package and request 1,000 gems for reshipping. If the user does not respond or declines to pay within the two-week period, the order will be destroyed, and the user will receive the gem equivalent of the package's value. Shipping fees and any free shipping tickets used for the order will not be refunded.