IMPORTANT NOTICES

8 FEBRUARY 2024: CHANGES IN THE COMMUNICATION CHANNELS

We would like to inform you that we have made some changes in the way we deal with your queries and incidents in order to provide you with a faster and more efficient service. We have established a single communication channel through the web form on our website. In this way, we have disabled the e-mail and telephone channels for opening new requests and/or incidents.

For any doubt, query or request you can open a ticket on our website and we will answer you as soon as possible via email and/or telephone.

5 JULY 2023: CHANGES TO INCIDENT REPORTING

The way in which you will be able to report issues has changed. We hope you won't have to use this new method, because it will mean that everything is running smoothly.

You will have 7 days to inform us of the incident and you must do so through our Contact Us form. Remember that it will be essential that you attach images of the damaged products, the transport box where you can see the shipping label and the internal packaging.

IMPORTANT: We recommend that you do not sign for it if the box does not arrive in perfect condition. That is to say, without wrinkles, bumps or any other damage, no matter how small.

4 APRIL 2023: TIMELY SHIPPING DELAYS

We were ready to enjoy Easter, but we have been invaded by a huge truckload of very TOP products that are eager to reach your shelves, and because of this, the preparation and shipment of orders is experiencing delays of up to 48 hours.

This situation will last for the rest of this week and could extend into part of next week.

If you want to know if your order has already been shipped, you can check it in your customer account,by clicking on this same link and selecting the INVOICED filter under the heading "Status".

19 DECEMBER 2022: WE ARE WORKING FLAT OUT TO AVOID POSSIBLE DELAYS AT CHRISTMAS!

We have the Christmas elves working flat out to meet the flood of orders we are receiving these days.

We have reinforced our warehouse service and we are supplying ourselves with top quality turrones and polvorones to give our best.

Despite our best efforts, it is possible that during the peak of the Christmas season, your orders may be delayed by 24-48 hours compared to our normal delivery times, and we are currently managing to get our shipments out on time, but the carriers we work with are starting to accumulate delays of up to 24 hours.

We prefer to warn you in advance, before any further delays occur, so that you can take the necessary measures, and we will continue to feed our elves with hot chocolate to give them even more strength!

UPDATE 26 OCTOBER: WEB IMPROVEMENTS!

Our computer and systems goblins have implemented new improvements to our website - they wouldn't know how to communicate them (they barely speak in grunts), but we can summarise them. They are these:

IMPROVEMENTS IN ORDER GENERATION ALERTS:

  • From now on, as soon as your order is passed on to our warehouse colleagues, it will be marked in your account with the status Preparation in progress and you will receive an email informing you of this progress.

  • We will also send you an email when the order leaves our Headquarters for your premises. This way you can give it the welcome it deserves.

  • The e-mails we send you updating the status of your orders will include a numerical identifier, a code that will help us to locate your order more quickly. Please see the image below to see how your orders are now identified.

PRODUCT AND CUSTOMER ACCOUNT IMPROVEMENTS:

  • If you have acredit limit, both the order history and the shopping cart now show your limit and the available and updated credit.

  • We have created a new status for the products on our website that can be viewed but cannot be temporarily added to the shopping cart due to internal maintenance work being carried out on them. We have named this status IN REVIEW; you will be able to differentiate it at a glance by its lilac colour.

IMPROVEMENTS ON DISCOUNTED PRODUCTS:

  • We have included a new notice on the discounted product sheets thatindicates the period of time during which the discount is available.

  • From now on, in the list of your unconfirmed pre-orders and backorders, we clearly mark the products that are reserved at a discount. The end date of the discount is also indicated.

Thank you for trusting TCG Factory.