| Frequently Asked Questions (FAQs) |
| |
|
What do the symbols on your site mean?
|
|
|
Why did the items in my shopping cart disappear when I logged back in to place an order?
|
|
|
What if I can't find a product?
|
|
Do you have autographed cards? |
|
Can I place a back order for items you don’t have in stock? |
|
Do you carry all Magic cards? |
| |
|
What if the price on your site does not match the price in an ad? |
|
Why are your prices different from the price guide magazines? |
|
Do you match competitor’s pricing? |
|
Do you wholesale cards? |
| |
|
How do I order through the site? |
|
What kind of payments do you take? |
|
When will my credit card be charged? |
|
What if I don't want to order from your Web site? |
|
Who is responsible for additional sales taxes, customs duties or other charges to me after my order has been shipped? |
|
What if I want to cancel my order? |
|
What if I want to return an order? |
|
What do I do if there is something wrong with my order? |
|
Do you accept COD, EuroCheques or cash for payments? |
|
What do I do if merchandise I receive is damaged? |
|
How do I place a pre-order? |
|
Can I add something to my order once it has been placed? |
|
Can I combine orders? |
|
I had my order shipped by USPS (post office). How long should I wait without receiving it before requesting a claim? |
| |
|
What shipping methods are available? |
|
How long does it take me to receive my order once
it is placed? |
|
I received my tracking number and it says FCL, what does this mean? |
| |
|
How do you grade cards? |
|
What do the different grades mean? |
|
What does OOP mean? |
|
What is the difference between Alpha and Beta cards? |
|
What are Collector's Edition Cards and are they tournament legal? |
|
What is the difference between misprints and
miscuts? |
|
What are Artist’s Proofs? |
|
What are PSA Cards? |
|
Why do you have so many card conditions for certain cards? |
|
Do Beta Starters sometimes contain Alpha
rares? |
|
When did WOTC start using the "Wizards" logo on sealed booster boxes? |
| |
|
Do you share your mailing list? |
|
Are you really secure? |
|
Do you sell counterfeit or fake cards? |
|
Do you guarantee the rare cards inside of sealed packs and boxes? |
| |
|
Do you plan to open more stores? |
|
Do you sponsor players? |
| |
|
| |
| |
| A: |
The 
takes you to the shopping cart, where your current order is stored. Like in a store, you aren't actually responsible to buy these items until you actually click on
the "finish order" button in the shopping cart to complete your order. |
<top> |
|
| |
| A: |
| Our inventory is live. This means that it is always changing with every order placed. If we
only have one copy of an item in stock, placing it in your shopping cart will not guarantee that
the item will still be there if you do not place your order right away. Someone else may purchase
the copy before you thus removing it from your shopping cart. |
<top> |
|
| |
| A: |
There are three possible reasons:
- The word you are using to search with is either misspelled or not in the name of the item. Try using a different word that still describes the product.
- Our Web site might be experiencing technical difficulties. Try searching for a different product, such as "Lotus".
If it can't find this product, then please contact us to report the problem.
- We may not carry the product at this time. If this is the case, please contact us and tell us what you are looking for.
We will try to locate the product elsewhere and tell you how to obtain it.
It is very important to us that all your needs are met, even if we have to send you to a competitor to satisfy your requirements.
|
<top> |
|
| |
| A: |
|
We consider any card that has been autographed with a large signature to be a
played card, regardless of its condition otherwise. If the signature is small,
we sometimes treat it as a near-mint card. We strongly recommend that you do
not have cards autographed if you want them to retain a collectible value.
Autographed cards are listed as a separate condition when we have it in stock, and will clearly list the card as being autographed.
|
<top> |
|
| |
| A: |
| We do not accept back orders on items not in stock. This is because the rapid change in prices on some cards means we can’t guarantee any prices will remain the same.
However, we do accept pre-orders. (See “How do I place a pre-order?”) |
<top> |
|
| |
| A: |
|
We list every Magic card ever manufactured in our database. We keep about 85%
of them in stock.
|
<top> |
|
| |
| |
| A: |
| If the ad is still current and our site does not reflect the advertised price, please
contact us and we will correct the error. It is also possible that the advertised price was listed in error, but this is extremely rare. |
<top> |
|
| |
| A: |
| The price guide magazines are a guide, not an actual price list. They are formed by taking the average value of card prices sent in by different people around the world. Our prices are set by our cost to purchase the cards, the demand for the cards compared to the supply, the labor costs to obtain, sort and grade the cards, and the actual rarity of the cards. |
<top> |
|
| |
| A: |
| We do not automatically match competitor’s pricing, but we will often match and sometimes beat competitor’s pricing. Please contact us and list the name of the item, the name of the competitor, the competitor's price and the quantity you want a competitive quote on. |
<top> |
|
| |
| A: |
|
No, we do not wholesale any product. We sell only to consumers. If you wish to buy a larger quantity of items, we are sometimes able to offer a better price.
Contact us with a list of the product and total of what you want to purchase, and we will see if we can do any special discount.
|
<top> |
|
| |
| |
| A: |
| Using the various search boxes on the site,
search for the names of products you are looking for. If you are
not sure of the exact name, you can list all the items in a
category and page through until you see the item(s) you want to
order. If the item is in stock, click on the box that is next to
the picture of the item and change it to the exact number of
items you want to order. (It defaults at "1".) Then
click the "add to my cart" button to add the item(s)
to your shopping cart. You can then click on the "continue
shopping" button to continue shopping for more items. When
you are finished shopping, go to your shopping cart in the upper
right corner. Click the "checkout" button and complete
the checkout process. NOTE: If, at any time, you are unsure of
what to do, feel free to call our company during regular
business hours and one of our employees will be happy to guide
you through this process. |
<top> |
|
| |
| A: |
|
We accept all major credit cards, wire transfers (if over $200), money orders,
Paypal and checks. Checks and money orders must be drawn on a US bank in US $.
For some non-USA countries, not all payment options are available.
For example, we do not accept credit cards from Nigeria.
|
<top> |
|
| |
| A: |
Your credit card is charged at the time you place your order on the website. We will ship
within 1 to 2 business days after your card is charged, unless your order included
a preorder item. If any item was missing, we will issue you a refund usually with
in 24 hours, sometimes in 2-3 days if we are experiencing a high number of orders.
If you have provided a working email address, we will email you the tracking number for
your order within 24 hours of shipping your order. Please note orders shipped outside the
United States by post office do not have tracking numbers, as those are not provided by
the post office system. |
<top> |
|
| |
| A: |
| We accept orders by mail, phone and fax. Our fax number is
606-528-5900. Our mailing address is: Troll And Toad,
250 American Greeting Card Rd., Corbin, KY 40701. Our phone number is
800-511-4916. Check
the contact us page for more information, including our hours. |
<top> |
|
| |
| A: |
| The payment you make for your order covers shipping charges from the carrier, sales taxes if your shipping address is in Kentucky, USA, and the cost of the merchandise itself. We do not charge you for any additional customs duties or other charges assessed by government agencies. You are entirely responsible to investigate and determine what charges you will be assessed, and to pay those charges. If you refuse a shipment because you can't afford the government charges, we will refund your payment LESS shipping charges, handling fee and RETURN shipping charges. If the return shipping charges are more than the value of the merchandise, we may have to charge you an additional fee to cover those charges. |
<top> |
|
| |
| A: |
| Please contact us to tell us you want to cancel your order. If your order has not yet been shipped, we will cancel your order and credit your payment if payment charge was already made. If your order has already been shipped, please refuse the order when it comes. We will credit you for the returned merchandise when it arrives, and you will then be only responsible for the cost of the shipping. Orders can only be cancelled if you have not yet received the order. If you have received your order and want to return the cards, please see “What if I want to return an order?”. |
<top> |
|
| |
| A: |
We allow returns on all products purchased on our website, to be returned within 30 days, except as follows:
Any product may be returned within 30 days of the shipment date for a full refund as long as it is returned in the same condition as it was received. You must fill out a return authorization form, and return the item within 7 days of its arrival.
We pay for the return shipping if we made an error, you pay if you ordered the wrong item or simply are returning a no longer wanted item.
The refund will be issued within 3-7 business days of the return of the product.
If the product is received back in altered condition (e.g. a sealed board game opened, a booster pack opened, a crease on a near-mint roleplaying book etc.), then it will be treated as a sale to us of a used item, not as a return, and your credit will depend on what we would normally pay for that used product (if any).
If you have purchased a factory sealed item that is missing pieces, parts, instructions, etc., please let us know and we will contact the manufacturer to obtain replacement pieces.
To do your return, click here
and print out a copy of our return form. Then follow the instructions.
|
<top>
|
|
| |
| A: |
| We make mistakes on less than 1 in 200 orders. If your order does contain a mistake, such as the wrong card or a missing card, please
contact us and we will fix it for you fast. |
<top> |
|
| |
| A: |
| We do not accept COD or EuroCheques. We will return EuroCheques if we receive them. We do not recommend that you pay in cash. However, if you have no choice, we suggest you send the US $ wrapped in foil paper and
send it certified or insured mail. NOTE: We do not take responsibility for lost cash payments. |
<top> |
|
| |
| A: |
| If the box appears damaged on the outside, please do not open the container.
Contact us and we will arrange to have the shipping company pick up the box, and ship you a replacement. If you do not notice any damage until after the box is opened,
contact us to arrange a replacement order. |
<top> |
|
| |
| A: |
| Some items in our inventory contain “pre-order” in their description.
These are items that have not yet been received from the manufacturer.
If you place an order for these items, your order will not be shipped until the item is in stock, but your account will be charged. We will ship the order when all items are in stock.
If the manufacturer decides not release the item, we will cancel the order, notify you by email, and issue a refund for the item.
|
<top> |
|
| |
| A: |
| Once an order is placed, we can not add to or change quantity on any item in the order. You
will need to cancel the existing order and place a new order with the correct items and quantities
that you want.
|
<top> |
|
| |
| A: |
|
Once an order is placed, it can not be combined with another order. Our ordering process is computer controlled, and we have no way to combine orders. If you really must add new items to an existing order, please cancel the existing order and place a new order.
|
<top> |
|
| |
| A: |
Within the USA, USPS shipments take 3-21 days for delivery. For Non-USA shipments, it takes 7-40 days for delivery, even if you have picked First Class Mail or Priority Mail International. We have found that many items packages are held up due to a backlog at the government customs department.
We do not file a claim for a missing package sent by USPS unless it has been 22 days for a USA or 90 days for a non-USA shipment.
|
<top> |
|
| |
| |
| A: |
| We offer UPS, and USPS (US Postal Service). NOTE: UPS delivery is not available to APO/FPO addresses or post office boxes. |
<top> |
|
| |
| A: |
| Once cleared payment is received, orders are shipped within 3 business days (or less). The type of shipping you choose determines when the order will arrive. |
<top> |
|
| |
| A: |
| In an effort to keep our shipping cost to a minimum for our customers, we have adopted the
shipping method First Class Letter. If your order was shipped with this method, there will be no
tracking available and can take a little longer to reach you.
|
<top> |
|
| |
| |
| A: |
| Each card is carefully evaluated by a person with over five years of experience in grading collectible cards. Played cards show wear, but are still in good condition and are not excessively worn. They have no damage or distinctive marks that would make them illegal in tournament
play. |
<top> |
|
| |
| A: |
Mint (M) - A perfect card that has never been played.
Near Mint (NM) - A card that has minor scratches and/or slight whitening on up to two edges.
Excellent (EX) - A played card with whitening on the edges.
Good (GD) - A heavily played card, with lots of edge marks and whitening on the back.
Poor (PR) - A card with a distinguishing mark that shows on the back, such as a bent corner.
Plus (+) - A suffix to the above ratings, which means slightly better
than.
Minus (-) - A suffix to the above ratings, which means slightly worse
than. |
<top> |
|
| |
| A: |
| OOP means “Out Of Print”. It refers to any product that is no longer being manufactured. |
<top> |
|
| |
| A: |
| Alpha cards have a more rounded border than all other magic cards made since then, including Beta cards. If you put an Alpha card in a stack of other magic cards, the Alpha card is easy to detect due to its
corner. There are 295 different Alpha cards. |
<top> |
|
| |
| A: |
|
Collector's Edition cards are official printed Magic The Gathering cards
that were printed as a complete set by Wizards Of The Coast,
but so they didn't compete in value with regular cards,
they were printed with square corners and the back reading
"Collector's Edition" or "International Collector's Edition."
They are allowed in some tournaments if used in sleeves,
check with the tournament coordinator.
|
<top> |
|
| |
| A: |
| Miscuts are cards that were cut incorrectly at the factory, and thus have part of the card cut off at the wrong place on the picture. Such cards have little collectible value.
Misprints are cards which were printed incorrectly, such as having the wrong card face put on the back of a different set, or the front picture having no color. Some misprints include some Fallen Empire cards printed with Wyvern backs, and
Magic cards printed with no color in the front picture. Misprints often have a high collectible value. |
<top> |
|
| |
| A: |
| Some card companies provide the artists for their cards with copies of the card with a white back. These cards are often referred to as Artist’s Proofs, and are often autographed on the
back. |
<top> |
|
| |
| A: |
| These are cards professionally graded by the Professional Sports Authenticator service in California. They are graded by a numeric process 1-10, 10 being perfect mint and 9 being mint.
They are considered to be worth more to those collecting PSA graded cards.
Troll And Toad does not guarantee the grading of any PSA graded cards sold by us,
as they were graded by another company.
|
<top> |
|
| |
| A: |
| Certain high value, very collectible cards (like an Unlimited Black Lotus or Alpha Demonic
Hordes) are worth considerably more in better conditions. We have instituted a larger group of card conditions to make sure each customer knows exactly what they are buying, and can
be confident that if they purchase a Mint card, they will be pleased with the condition. This also offers flexibility for a
player who wants to use a card in their deck and does not care as much for
condition. |
<top> |
|
| |
| A: |
| When WOTC switched production from Alpha to Beta, they had some Alpha rares left over. These rares were mixed into the Beta print run when collating some of the Beta Starters. It is thus possible you will find the rare in a Beta Starter to be an Alpha, not a Beta. |
<top> |
|
| |
| A: |
| According to a WOTC representative, they started using the .Wizards. logo on the shrink
wrap sometime in the middle of the Mirage print run. The following booster boxes including
some Mirage will not have the Wizards logo on the shrink wrap:
Alpha, Beta, Unlimited, Revised, 4th Edition, Arabian Nights, Antiquities, Legends, The Dark,
Fallen Empires, Homelands, Ice Age, Alliances, and Mirage.
|
<top> |
|
|
| |
| A: |
| Our company has never sold, traded, shared or rented our mailing list. We consider our mailing list of customers a very important and private resource for our company, and we do not believe in sharing this list with others. |
<top> |
|
| |
| A: |
| Our Web site is 100% secure. No credit card number or personal information has ever been stolen from our
Web Site. We are so certain of our security that we will offer you the following guarantee:
Under the Fair Credit Billing Act, your bank cannot hold you
responsible for more than $50 in fraudulent charges to your credit card. If your bank does hold you liable for any of this $50, Troll And Toad will cover the entire liability for you, up to the full $50. Troll And Toad will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Troll And Toad using our secure server.
You must also notify your credit card provider in accordance with its reporting rules and procedures if someone fraudulently uses your credit card. |
<top> |
|
| |
| A: |
| Fake cards are indeed a problem in the hobby because so many cards have a high value. Fake cards are made by color photocopying cards, taking Collector Edition cards and gluing the fronts onto the backs of regular cards, by actual printing cards in a printing press, and many other methods. Since original cards are made using a patented printing process created by Carta Mundi, it is impossible to actually make an undetectable fake. We have an expert on staff who checks all our valuable cards to detect fakes. Over the years we have been shown hundreds of fake cards. When we encounter a fake, depending on the circumstances, we either give it back to the person and tell them that it is a fake, or we ship the fake card to Wizards Of The Coast, to be handled by their counterfeit department. If you have cards that you are concerned about, we would be happy to evaluate the authenticity of the cards at any show that we are attending.
You can contact us on the contact us page to find out
if we are attending a show you are interested in attending.
|
<top> |
|
| |
| A: |
| We will guarantee that boxes and packs sold by us have not been tampered
with. We cannot guarantee however that every pack contains a rare card. The
contents of unopened packs are sold as is and are covered by the Manufacturer's
warranty. If you open a box or pack and you find missing or mis-printed cards,
you must request replacement from the Manufacturer.
|
<top> |
|
| |
| |
| A: |
|
Yes, we have a retail store, which is located at 624 University Shopping Center in Richmond, KY.
It is operated nearly independent from the website - and the retail store has retail prices, to reflect the increased costs of doing business in a retail facility, as opposed to warehouse space. You can game in the store, attend events, shop our retail merchandise, and have fun. But, the best prices are always on our website!
| <top> |
|
| |
| A: |
|
Yes. We currently have plans for 4 stores, then open-ended plans to open more over the next several years. If you are interested in retail employment send your resume to hr@trollandtoad.com.
| <top> |
|
| |
| A: |
|
No, we never sponsor players. The reason is because if we sponsored one player,
we would, in fairness, need to sponsor all the players who ask. So it is more fair
not to sponsor any player, and instead provide you with good
quality service and the most extensive selection of magic cards in the world.
|
<top> |
|
| |
