FAQ

In this section we answer the most frequently asked questions. We invite you to check this page on a regular basis (we update it from time to time) or when you have any questions about how our website works.

Please click on the selected question to see the solution we provide. Thanks!

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-Why can't I see the prices of the items on the website?

TCG Factory is a distributor and we only provide service to stores, businesses (brick-and-mortar and/or online) and industry freelancers or companies. You have to be registered as a customer to see the prices of our products. Once you have your username and password, you can log in to our website and access all our services.

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-How can I register on the website?

We’ve tried to make it as simple as possible. We provide you with a short online form that you can fill in and submit automatically. You can find it via our Customer Registration service, which you can find at the top of the website; you can also go to it by clicking on this link. We will validate your account and send you a confirmation email. Remember you will need to send us your business credentials. If you live in Spain you can send us tax form 036/037 or Census Certificate; if you are outside Spain and you are registered as an intra-community operator please send us your VAT. Failing that, you can send us the document that certifies that you conduct a business activity in your country, including your tax identification number and your tax address. You can send it to soporte@tcgfactory.com and once we check that the paperwork has all the necessary information, we will register it and activate your account.

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-Can I use the photos of the items for my e-commerce website?

All the product images we post on our website are there to provide you with an additional service. You can copy and upload them to your own website or use them in your sales campaigns. TCG Factory transfers the rights to its images as soon as you place your first order. To download them, simply go to the product page and click on the image. Then right click on the image and select the “Open link in a new tab” option. This will let you download it with the highest resolution possible.

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-How can I contact TCG Factory?

We’re available almost every day to offer you the friendliest and most professional service around. You can contact us through the contact us form on the website.

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-Mi empresa está fuera de la Unión Europea, ¿puedo vender vuestros productos?

Sí, puedes comprar nuestros artículos. Sin embargo, TCG Factory no hace envíos fuera de la Unión Europea, por lo que tendrás que hacerte responsable de la recogida de tus productos en nuestras instalaciones.

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ORDERS

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-How can I place an order on the website?

If you want to place an order, the first thing you need to do is to register as a customer.

Already a customer?

No problem. You simply have to select the items you want, select the quantity you want of each and add them to your shopping cart. The entire process is super intuitive and simple. Once you've selected all the products you want, you only have to complete the purchase in your cart and select the payment method.p>

Please note that our website offers items with different statuses: in stock, out of stock, pre-sales, deals, etc.

You need to select items that are in stock to complete an order on the website, whether you want to simply confirm your order and pay for it later or to pay for it immediately. You cannot add pre-order or backorder products to a confirmed order.

To find out how pre-sales work, please click on this link to go to our reservations guide.

Still not registered? Click on this link.

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-How can I pay for my order? Can I pay by credit card?

TCG Factory accepts different payment methods, including credit card. Click on this link to see all methods available.

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-What shipping costs do I have to pay?

It depends on where you want us to send your order. Shipping to somewhere in the Peninsula isn't the same as shipping to the Balearic or Canary Islands. Click on this link to see our shipping rates.

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-When will I receive my order?

We’re lightening fast. Our commitment is that you will have your order in your hands 24 hours after you confirm it (for orders placed before 3 p.m. Monday to Thursday and in the Peninsula). You can check specific delivery times by clicking on this link..

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-Do I have to send proof of payment?

No. We check our bank accounts for payments several times a day. Please remember that the order is shipped only after we have confirmed receipt of the payment.

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-If I have placed several orders, can I combine them in a single shipment?

Of course! And best of all: you don't have to worry about it.

We check the orders five times a day from Monday to Thursday and three times on Fridays; we’ll handle combining them.

These are the times we check orders to combine them:

-Monday to Thursday, at 8:15 a.m., 11:00 a.m., 1:00 p.m., 3:30 p.m., and 5:00 p.m.

-Fridays, at 8:00 a.m., 11:00 a.m. and 12:45 p.m.

When do we combine your orders?

We combine ALL orders as long as they have a CONFIRMED status and meet two conditions:

They must have the same delivery address and they must be unpaid.

Do you have a confirmed order and want to add to it? Place a new order (with material in stock), complete your purchase by selecting bank transfer as your payment method and confirming your order. We will combine them the next time we check our accounts and will send you an email confirming that the orders have been combined. You can do this as many times as you want.

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ABOUT PRE-SALES

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-What are PRE-ORDER and BACKORDER items?

When you browse the TCG Factory website you’ll find items in available status. Most items are available. We have them in stock and they’re just waiting for you to buy them.

But you’ll also find other items with other statuses. We've assigned a different colour to each one to make it easier for you to tell them apart at a simple glance. These are the main ones (other than available).

-Pre-order: (orange colour) These are items that haven't hit the market yet. We offer you the opportunity to reserve them so that you can have them the day they are released. When you confirm an item it creates a commitment to buy: we will purchase them for you so that you don't have to pay for them when you pre-order, and you’ll be able to see them in your user account. Confirmed pre-sales cannot be cancelled. Most of these items have a deadline and an expected release date. We recommend placing pre-orders before the deadline, as TCG Factory manages pre-orders on a first-come, first-served basis as they’ve been confirmed. This means that once we receive the items, they will be delivered in the same order and always depending on the total quantity received in stock. In most cases, this means that practically all pre-orders made within the deadline set can be met, except for exceptions like high-demand items, for example.

-Backorder: (black) These are items that are already on the market, but are not currently in stock. They are pending restocking. If you add them to your backorders list, they’ll be shipped upon receipt, just like pre-orders, on a first-come, first-served basis. Remember that we don't have an arrival date for this type of pre-order and it is subject to the manufacturer's availability

You can check which products you have in pre-order and backorder status in My Account. Click on this link for more information.

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Can I cancel a pre-sale?

You can cancel pre-orders and backorders that you haven't yet confirmed.

Pre-orders and backorders can no longer be cancelled after they’ve been confirmed.

Please note that TCG Factory only counts pre-order and backorder items that have been confirmed.

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-Do I have to pay immediately for the items I buy in pre-sale?

No, you don't. No worries!

When we receive the products, they are allocated in order of pre-order as a confirmed order, so when you pre-order these types of items, you'll receive an email letting you know that you can pay for the items so we can prepare and ship you your order as soon as possible.

When you pre-order or backorder a product, you make a commitment to TCG Factory. Pre-orders and confirmed backorders cannot be cancelled.

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-When will I receive my pre-order or backorder items?

We will let you know when we receive them at our Headquarters so that you can process the payment of your order and speed up shipping.

If you have SEPA payment or credit, we'll automatically send it to you if your order has no shipping costs.

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-Where can I download my invoices?

You can download invoices directly from your Order History or from the Invoices section. Click on this link to access your invoices.

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-Why work with TCG Factory?

With TCG Factory, you have access to one of the most extensive product catalogues for each of our most interesting business lines: board games, merchandising (plush toys, household items, key rings, paintings, gifts, etc.), card games, accessories, etc.

We are constantly updating our catalogue: at TCG Factory we strive to offer you the most popular items and brands so that you can quickly offer them to your customers. We help you set yourself apart from the competition.

We offer personalised advice: TCG Factory has a large team of specialists for each of our business lines. They will help answer your questions and advise you on the most interesting products for your business.