Shipping, Returns and the Kontora Guarantee

1. Shipping within Canada

Ce document est offert en français : version française. The French version is presented to you first. You may choose to be bound by this English version instead, by ticking the box provided for it before you pay or set up payouts.

Kontora ships within Canada and, from sellers who offer it, to the United States (tracked, as a parcel or packet, at the seller's US price; the seller prepays US duties, so nothing is due at delivery). Delivery to Saskatchewan and Manitoba is not available yet. If your cart contains items from several sellers, each seller sends a separate package with its own shipping charge.

The method and price are shown at checkout before you pay.

2. Shipping and delivery times

• Sellers ship within 3 business days after your order.
• The estimated delivery window is shown at checkout and in your confirmation email. Canada Post delivery standards vary by distance and region.
• For tracked packages, the tracking number appears on your order page once the seller ships.
• If a package is not shipped within 3 business days, you may cancel it for a full refund.

3. The Kontora Guarantee

The Kontora Guarantee covers every order paid through Kontora checkout.

Item not received

• Open a claim if your package has not arrived by the end of the estimated delivery window, and no later than 30 days after that date.
• Tracked: if tracking does not show delivery to your address, you get a full refund.
• Untracked Lettermail: we ask the seller for proof of mailing and you for a short statement that the item did not arrive. We refund you unless there is clear evidence of delivery. Refunds for lost untracked Lettermail are limited to 2 per buyer in 12 months; after that, choose tracked shipping. Claims from accounts with an unusual number of claims are reviewed by Kontora support.

Item significantly not as described

Open a claim within 14 days after delivery if the item is significantly different from the listing, for example:

• wrong card, set, language or finish;
• condition worse than listed, even by one grade (for example listed NM, arrives LP), or undisclosed damage;
• graded card with a different grade, grading company or certification number than listed, or a damaged or tampered slab;
• sealed product that is opened, resealed or not factory sealed;
• a counterfeit or proxy.

Include photos. We decide within 5 business days after receiving both sides' information.

What you get

A full refund of the item price, its shipping and the related taxes, to your original payment method. If we ask for a return, the return shipping is paid by the seller or by Kontora, not by you; we send you a prepaid label or reimburse the cost.

4. Returns

• Guarantee returns: an item over $50 claimed as not as described is returned before the refund; items of $50 or less are usually refunded without a return. When we ask you to return an item, ship it within 7 days with tracking using the label provided, in the same condition as received. The refund is issued when tracking shows the return delivered, or earlier if we decide a return is not needed.
• Change of mind: not covered by the Guarantee. Some sellers accept them; check the listing or ask the seller before buying.
• Your rights under consumer protection law, including any right to cancel, apply in all cases. See Cancelling an order.

5. Disputes

1. Message the seller from your order page. Sellers must reply within 2 business days.
2. No answer or no agreement: open a Guarantee claim from your order page, or write to support@kontoramarket.com.
3. Kontora reviews evidence from both sides and decides the claim. Either side can ask once for a review of the decision with new information.
4. You can always contact your provincial consumer protection office or use your other legal remedies.

6. What the Guarantee does not cover

• purchases paid outside Kontora checkout;
• a change of mind;
• damage caused after delivery;
• claims opened after the time limits above, unless the law gives you longer.