FAQ & Policies

Store Policies

Refund Policy

Returns: Items can be returned within 30 days of purchase, provided they are unused and in their original, unopened packaging. For defective items, please contact us immediately with a photo of the defect. Returns require a verifiable purchase in our system. Upon receiving the returned item at our warehouse, we will issue a store credit.

Order Cancellations: Any order without a tracking number may be cancelled. Refunds will be issued minus a 5% cancellation fee for the entire order.

Non-Refundable Fees: Shipping costs, including Shipping Protection, are non-refundable.

Important — no refunds for orders returned due to:

  • Refusal to pay duties/taxes
  • Incorrect or incomplete address information

These situations are considered policy violations and are not eligible for refund.

Right to Cancel Orders

We reserve the right to cancel orders due to bad behavior, past chargeback history, or suspicion of fraud.

Staff Respect

We maintain a zero-tolerance policy for verbal abuse, threats, or disrespectful behavior toward our staff. Customers who engage in such conduct will be permanently banned.

Artisan Products

Opened items cannot be returned. Before purchasing, please check the model, size, and other specifications carefully.

All defects must be reported with photographic proof immediately upon discovery in order for us to process a refund or replacement.

Frequently Asked Questions

How can I contact you?

Need help? Click the chat button in the bottom right corner of your screen, or email us at contact@potentgaming.com.

What shipping carriers do you use?

Within Canada we use Canada Post, Intelcom, Stallion Express, and other carriers. USA orders ship through Purolator and transfer to UPS for final delivery.

Where do you ship from?

All orders ship from Canada.

Duties & fees for international orders

  • Customer is responsible for all duties, taxes, and customs fees
  • Duties and import taxes are determined by the destination country, not the seller
  • Refusal to pay customs fees does not qualify for a refund

Late shipments

We cannot issue shipping cost refunds for shipments delayed in transit.

No updates on my tracking number

For orders shipped with PostNL, tracking will not show updates until the package reaches your local carrier.

For orders shipped with Intelcom or Whiz Delivery, tracking will start updating once your package is closer to delivery. To see the complete tracking history, please visit: stallionexpress.ca/tracking

Shop App tracking is inaccurate

The Shop App may display inaccurate or outdated tracking information. This is a known limitation and does not reflect the actual status of your shipment.

For accurate tracking please use the link provided in your order confirmation or shipping notification email — that link goes directly to the carrier's tracking page.

My order was cancelled automatically

We do not accept orders placed through VPNs — these are automatically cancelled.

Orders outside North America & Europe

Please email us before placing your order to confirm the final shipping cost.

Shipping & handling times

Our handling time for all orders is two business days.

Untracked shipping disclaimer

Orders shipped using our untracked option are sent via standard mail (stamp and envelope) and do not include tracking or delivery confirmation.

By selecting this option, you acknowledge and accept that:

  • No tracking information will be provided
  • The package will not be marked as "in transit" or updated after shipment
  • We are unable to guarantee delivery times
  • We are not responsible for lost, delayed, or undelivered items once shipped

For tracking and delivery assurance, please select a tracked shipping option at checkout.