Shipping Policy
Orders placed before 12 pm EST will be shipped the same business day. Any orders placed after 12 pm EST will be shipped on the next business day.
Depending on the selected shipping method, once an order is placed, it will typically leave our warehouse within 24 business hours, excluding Saturdays, Sundays, or holidays.
If you need to correct your address or cancel your order please contact orders@collectiveminds.ca immediately.
We are unable to make changes to orders once they have been shipped from the warehouse.
Once an order is processed and shipped it is in the hands of the carrier. It is then the sole responsibility of the shipping company to provide the status of your package.
To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. This includes the use of correct abbreviations, street number, building number, and apartment number.
While we will make every reasonable effort to accommodate your shipping and billing preferences, Collective Minds™ reserves the right to require customers to use a “common” shipping and billing address in the event that we are unable to process an order or verify a provided shipping address.
Warranty:
Collective Minds Gaming Co. Ltd. warrants its product to be free from defects in materials and workmanship under normal use for a period of 90 days from the date of purchase, as evidenced by the purchase receipt. During the warranty period, Collective Minds Gaming Co. Ltd. will repair or replace the product if defective. If replaced, the replacement will be with a product of equal value. This warranty is limited to the purchaser and is not transferable. This warranty does not cover lost, stolen, or disposed of products, cosmetic damage, damage caused by accident, abuse, or otherwise improper use of the product.
Import Taxes:
Non-USA customers may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be (Example: Italy charges 22% VAT, UK charges 20%, Germany charges 19% etc...) All paperwork is filed automatically and includes the full value of the invoice. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from our store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. If you refuse to pay import taxes the goods will be returned to us and you will be refunded for the items as soon as they arrived minus any postage and packing costs. Please do not ask us to falsify paperwork so you pay less taxes as this is a criminal offence in America. If you do not want to risk paying import taxes then we encourage you not to proceed with this sale.
Technical Help:
If you are experiencing issues or suspect that your item may be defective, before making a return or refund, you must first contact our technical support team to troubleshoot the product. Once the issue is determined, they will notify the orders department for issuing a refund or exchange accordingly. Email: support@collectiveminds.ca
Returns of Non-Technical Nature:
Email: orders@collectiveminds.ca
Damaged, or incorrect items must be reported within 48hrs. of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. PLEASE write the order number on the OUTSIDE box of the package being returned. We will work with you to correct the order as quickly as possible.
Unwanted items must be returned within 14 days of delivery.
We do not provide prepaid return labels unless there is a mistake made from Collective Minds™; you are responsible for covering shipping costs to return. If the unwanted product is open, we charge a 15% restocking fee, which will be deducted from the refund amount.
Ship your return items “Attention: Returns Department” at the address stated below.
U.S - Collective Minds Store, 11320 State Route 9, Champlain, NY 12919
U.K - Kayz Transport Ltd., 51-54 Highcliffe Road, Hamilton, Leicester, LE5 1TY, United Kingdom
Depending on the shipping method and carrier, your return package may take several weeks to reach us when returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our warehouse. Once processed, we will issue your refund accordingly.
Collective Minds™ is not responsible for returns until they reach our warehouse. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in transit.
Without proof of receipt and delivery, Collective Minds™ will not issue a refund for your returns.
Note: In-transit times are separate from processing times and are subject to change during the holiday season.
Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
Cancellations:
There are several reasons why your order may have been cancelled:
- The item(s) sold out.
- There is a delay in replenishment for your item(s).
- We are unable to verify your billing information and/or your billing and shipping address does not match the credit card on file for the order.
- If the billing address stated on the order does not match with what the credit card issuer or bank has on file, please contact your credit card issuer or bank to verify that the billing information is correct. Once updated, you may create a new order using the correct billing address.
Note: If your order is cancelled for any of the reasons above, you will receive an email confirming your order’s cancellation. The full amount of the order will be refunded back to the original form of payment used. Refunds can take up to 2-5 business days to clear and credited to your account, depending on your financial institution.