We know you want your order fast! 💥
As soon as it's placed, our warehouse team is on it!
Since we ship so fast, only certain changes can be made provided that your order hasn't reached the packing stage.
What can be changed:
1. Shipping address update
2. Addition of items
To make a change request, please press 'Contact Support' below.
Regrettably, once your order has been submitted, we are unable to make other changes. This can include, but is not limited to:
1. Billing address update
2. Removal of items
3. Addition or removal of a promo/discount code (e.g. Free Gifts)
4. Order cancellation request
When submitting your order, please carefully review all details to ensure your package is successfully delivered. Make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building and apartment numbers and route information (if applicable) are critical to ensuring delivery.
Track Your Order
Please click on the tracking link in your shipment confirmation to track your order.
Why hasn't my order shipped yet?
On some occasions, shipping your order may be delayed. These reasons include, but are not limited to, the following:
1. Items ordered are on pre-sale or back-order (ship date is stated on the product page)
2. Holiday Period or new item release (please allow an additional 48 hours for your order to be shipped in these cases)
For all orders containing 'pre-order' or 'back ordered' items, your order will be shipped when all products are in stock. All estimated dates of shipping are subject to change due to unforeseen delays.
My order says delivered, but I didn't receive it.
Please be sure you check with neighbours, roommates, family members or anyone else who may have been home at the time the package was delivered before contacting our Support Team. Please also check your premises as the package may have been left in a safe place.
If your tracking shows your order is marked as delivered, but you haven't received it, please contact us within 7 days. We will assist you in working with the carrier and opening an investigation to locate the parcel. However, if the carrier concludes that the order was in fact delivered, CardCutz does not hold any responsibility for the package. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
Note, we cannot investigate claims of non-delivery if more than 7 days have passed since the shipment was marked as delivered.
See our shipping policy for full details.
My tracking hasn't updated for a long time.
Please see the latest tracking events at Track.CardCutz.com. If the tracking hasn't updated for over 7 days (domestic) and 14 days (international) please let us know by selecting 'Contact Support' below.
Damaged, Defective, Missing or Wrong item(s) in your order
Please change your initial selection to 'returns' for further information.
My order was cancelled
If you have recently placed an order and received a cancellation email regarding your order, we sincerely apologise. Order cancellations typically occur due to one of the following reasons:
1. The item(s) sold out
2. We are unable to verify your billing information and/or your billing address does not match the credit card on file for the order. (Please keep in mind this is a precaution we take to protect our customers!).
Should you receive an order cancellation email, you will receive a refund to your original form of payment within 7-10 business days. This timeframe will be dependent upon your bank.
My order was returned to sender or refused
Returned-to-sender or refused packages will be restocked and you will be issued a store credit in the form of an E-Gift Card minus the initial shipping charge.
An order may be returned to the sender for one of the following reasons:
1. An address is invalid or there is missing information,
2. The carrier is unable to deliver your package, or
3. The order is refused by the customer at time of delivery.
CardCutz does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Australian Shipping Options 🇦🇺
Enjoy a wide range of shipping options from standard services to express at a simple flat rate! All orders ship within 24 hours from our Gold Coast Warehouse*.
When you spend A$150+ (excluding GST) you will automatically receive free shipping to Australia and New Zealand!
Australia Post eParcel 🚚 - Flat Rate of A$9.95
Delivered within 3-5 business days to most areas
Delivered within 6-10 business days to rural areas
Delivery is Monday to Friday
Allows shipping to PO Boxes, Parcel Lockers etc.
+ A$3 for signature on delivery
Australia Post Express ✈️ - Flat Rate of A$16.95
Delivered within 2-3 business days to most areas
Delivered within 3-5 business days to rural areas
StarTrack Premium Express 🚀 - Flat Rate of A$26.95
Delivered next business day to most areas
Delivered within 1-2 business days to other areas
Allows shipping to PO Boxes, Parcel Lockers etc, however, this may cause a slightly delayed delivery.
Please note, all the above timeframes exclude the dispatch time it takes our warehouse to dispatch your parcel. The timeframes only commence when the parcel is in the hands of the carrier.
*24 Hour Dispatch Notice
Whilst we are always striving to maintain our 24 hour dispatch, during busy periods (such as sales) dispatch may take a little longer. Additionally, system updates or force majeure events, such as extreme weather conditions, occasionally occur, which may cause delays in dispatch and delivery, including the extension of our cut-off times. However, we will always work hard to reduce the impact of these disruptions.
*Weekends & Major Holidays
Orders placed on weekends or major holidays for the Gold Coast will be shipped on the following business day.
For authority to leave services, CardCutz cannot be held accountable for lost, stolen or damaged parcels left at the delivery location. If you believe the delivery location is unsafe please opt for a signature on delivery option.
International Shipping Options 🌎
Enjoy a wide range of shipping options worldwide! All orders ship within 24 hours from our Gold Coast Warehouse*.
For even more playing cards, you can also shop on our Global store at CardCutz.global which ships from our US warehouse.
Australia Post Standard ✈️
Delivered within 7-12 business days to New Zealand (flat-rate A$17.95)
Delivered within 10-12 business days everywhere else
Delivered by your national postal service
Allows shipping to PO Boxes etc.
Australia Post Express ✈️
Delivered within 5-7 business days to New Zealand
Delivered within 7-8 business days everywhere else
Priority Express (DHL/UPS) 🚀
Delivered within 3-5 business days to New Zealand
Delivered within 4-5 business days everywhere else
Signature on Delivery
Customs Duties and Taxes
All international customers are responsible for any customs fees that may occur when your order is processed through customs. However, due to the low price of products we sell, this is unlikely to occur in most countries. The above timeframes are estimates provided by the carriers and are therefore not guaranteed.
Orders placed on weekends or a major holiday for the Gold Coast will be shipped on the following business day.
UK VAT Laws
Regrettably, due to new UK Government VAT policies, we are only able to accept website orders shipping to the UK that are valued at over A$260. However, you can complete your order on our eBay profile where no purchase minimum is required!
CardCutz cannot be held accountable for lost, stolen or damaged parcels left at the delivery location. If you believe the delivery location is unsafe please opt for a signature on delivery option.
In order for packages to be dispatched and delivered within the timeframes advertised, the address must be valid, including all relevant information such as street numbers and apartment/building numbers. Please ensure that the suburb written is the suburb related to your postcode and is not the capital city, however, it may be at times. For example, a customer shipping to postcode 2026 must enter Tamarama as the suburb and not Sydney. These incorrect address entries slow the dispatch of your order and may cause you to miss the delivery cut-off time for that day.
We do not take any responsibility for lost, stolen, delayed, or mis-delivered packages if the address information provided is incorrect or incorrectly entered at the time of purchase. Australia Post and StarTrack are both able to ship to PO Boxes, however, our Economy and Same-Day Go People service is unable to. As such, if an invalid method is selected for the address type, your order will be automatically routed to the appropriate method. Additional payment may be required.
All international customers are responsible for any customs fees that may occur when your order is processed through customs in the destination country. We have no control over these charges and are unable to predict the total amount. CardCutz cannot be held responsible for these charges nor are we able to accept a return should you refuse to pay. If you choose not to pay, the parcel may be abandoned. CardCutz is not responsible for the loss of any funds as a result of you refusing to pay customs duties and taxes.
Items cannot be marked as a gift in order to avoid or reduce customers fees as it is an illegal practice and as an established business we do not do this.
To find out more information, please contact your local customs office for further information.
PROCESSING & DISPATCH TIME
Processing times are subject to all orders and are separate from carrier delivery timeframes. Processing time includes our warehouse staff picking, packing and shipping your order. Order processing and dispatch happen within 24 hours (excluding Saturdays, Sundays and public holidays).
For all orders containing 'pre-sale' or 'back ordered' items, your order will be shipped when all products are in stock. All estimated dates of shipping are subject to change due to unforeseen delays.
SHIPPING RATES & TIMEFRAMES
Any delivery time frames listed are solely estimates provided by the carriers and are therefore not guaranteed.
An alternative carrier to what you selected may be selected at our sole discretion to meet shipping requirements.
The final shipping fee is presented at checkout.
Shipping fees are non-refundable. Should you refuse any packages from CardCutz.com, you are responsible for the original shipping charges as well as any charges associated with returning the package back to our warehouse.
Free shipping is available for orders over $150 AUD (excluding GST) to Australia and New Zealand. The shipping address must be to one of these two countries to be eligible free shipping. The carrier is selected at our sole discretion for all free shipping methods.
If your tracking shows your order is marked as delivered, but you haven't received it, please contact us within 7 days. We will assist you in working with the carrier and opening an investigation to locate the parcel. However, if the carrier concludes that the order was in fact delivered, CardCutz does not hold any responsibility for the package. We recommend looking around your premises near the front porch and behind objects where the carrier could have placed it to protect it from onlookers. Note, we cannot investigate claims of non-delivery if more than 7 days has passed since the shipment was marked as delivered.
OUT OF STOCK ITEMS
If your order includes multiple items and one (or more) of the items are out of stock, the rest of your order will be shipped, issuing a refund to your original form of payment for the item(s) not in stock.
RESERVED RIGHTS FOR SHIPPING
When you place an order at CardCutz, we reserve the right to cancel your order and therefore not commence shipping. This may be due to (but not limited to) a suspicion of fraud or unavailable items. You will be notified on all occasions if this occurs.
CardCutz reserves the right to refuse and/or cancel orders and returns from customers who are, but not limited to:
1. Filing irregular or excessive return amounts
2. Returning excessive or irregular amounts involving unpackaged, used, damaged or missing items.
3. Potential fraudulent or criminal activity
How Refunds Work
CardCutz issues refunds to the original form of payment used on an order if that order is:
1. Cancelled by CardCutz
2. One or more of your items sold out since your order was processed. Any remaining items available will be shipped and a partial refund will be provided for the value of the out of stock item(s).
3. Item(s) is proved to be received damaged or defective (only if a replacement is not available)
Depending on your bank, refunds may take 5-7 business days to process.
If an E-Gift Card was used to purchase your item(s), your funds will be issued back to your E-Gift Card immediately. If only part of your order was placed using an E-Gift Card, the remaining balance will be returned to your other form of payment.
I received a partial refund after placing my order. What is this for?
One or more of your items may have sold out since your order was processed
Do E-Gift Cards expire?
No, CardCutz E-Gift Cards never expire! They can be treated just like cash on our online store.
Change of Mind returns
You have 14 days from the date of delivery to return your Change of Mind item(s).
All Change of Mind returns are refunded via store credit in the form of a CardCutz E-Gift Card. Returns are processed within 3-4 business days after your item(s) are delivered at our warehouse.
Due to the vast size of our warehouse, restocking the decks into inventory takes time, and as such, a A$4.98 restocking fee applies to the Change of Mind return package (which will be deducted from the store credit). Please put all returned items into one package. Multiple packages for one order will result in multiple restocking fees.
To submit your return, please select 'Contact Support' below.
1. You are responsible for covering shipping costs for Change of Mind returns
2. Items must be unused and returned in the original condition received in (including original packaging)
3. We are not liable for any return packages/items that may become lost or stolen-in-transit to our warehouse. Please keep your proof of postage and/or return tracking number when shipping back your returns.
4. All returns must include an order packing slip or printout of your order confirmation. If this is not filled out correctly, issues may arise during processing.
5. Damaged, defective or incorrect items must be reported within 7 days of delivery. Please press done below, back to return FAQs, and then 'Damaged/Defected Returns'.
6. Sale items, gift cards and mystery/randomised items (e.g. Mystery Decks, Collectors Bundles) are considered not returnable and are final sale items (unless damaged). In the event that these items are received, they will be reshipped at your expense.
If a free gift was claimed and your order drops below the minimum spend amount when returning items, it must be returned. Otherwise, your store credit will be processed deducting the retail value of the free gift.
Please do not send your purchase back to the manufacturer.
Damaged, Defective or Wrong item(s) returns
We understand that we are not perfect in everything we do, and sometimes mistakes happen. If you receive any items that are damaged, defective or wrong, please submit your return within 7 days of delivery.
A replacement is issued for damaged, defective or wrong item returns. In the event that a replacement is unavailable, a refund will be provided for the affected item(s).
Returns are processed within 3-4 business days after your item(s) are delivered at our warehouse.
Please keep all damaged, defective & incorrect items in their original condition along with all packaging as we often require items to be returned to us (at no extra charge). Do not discard or open any of these item(s).
Please put all returned items into one package. Multiple packages for one order will result in a restocking fee of A$4.98 for every additional parcel.
To submit your return, please select Contact Support below.
1. Any damaged, defective or incorrect items must be unused and returned in the original condition received in (including original packaging)
2. We are not liable for any return packages/items that may become lost or stolen-in-transit to our warehouse. Please keep your proof of postage and/or return tracking number when shipping back your returns.
3. All returns must include an order packing slip or return invoice from the Online Return Portal that clearly indicates which items are being returned. If this is not filled out correctly, issues may arise during processing.
Any damage caused by you or by negligence on behalf of your postal service may result in CardCutz reserving the right to refuse to send a replacement or issue a refund. Claims made after 7 days of receiving your package will not be considered for reimbursement or replacement.
We accept the following payment methods:
4. American Express
9. Zip Pay
10. CardCutz Gift Cards
11. Apple Pay (iOS only)
12. Google Pay (Android OS only)
CardCutz gift cards
No promotional discounts, coupons, or offers may be applied on CardCutz gift card purchases.
All CardCutz gift cards are electronically delivered via email.
Can gift cards expire?
No, gift cards have no expiration date.
Can I get a refund or exchange for my gift card?
No, gift cards are final sale items and therefore cannot be returned or exchanged unless required by law.
Can I apply a gift card to a past order?
If you forgot to apply your E-Gift Card to your online order, regrettably, we are unable to apply the unused E-Gift Card to your order once it has been placed.
Gift Card funds are not transferable to an unauthorised third party or vendor. Once purchased, the Gift Card value amount is unable to be changed.
How GST is charged
When ordering at CardCutz, Australian orders are subject to GST. As we sell internationally, GST is calculated at checkout based on the address field entered to ensure it is only applied to Australian orders. If you are located internationally, no GST will apply.
All products are GST exclusive.
Work with us
Awesome! We're always looking to work with new people. Whether you're a cardist, designer, magician or something else we want to hear from you!
Select 'Contact Support' below to get in touch.
My gift card was lost/stolen
You must safeguard your Gift Card for your own protection. As the value of your Gift Card is tied to the Gift Card number, if someone makes a copy of your Gift Card and redeems any of it, your card balance will be reduced.
If you suspect that someone has copied your Gift Card, please contact our Support Team by submitting a request. Any value that has not already been redeemed can be re-issued to you on a new Gift Card, and the initial Gift Card will be disabled.
FraudIf fraud is suspected, CardCutz reserves the right to deactivate, cancel, suspend or refuse replacement of any Gift Card. CardCutz has no liability to you for any third party fraud or unlawful activity associated with any Gift Card balance.
There's a charge on my credit card I don't recognise
If you did not make a purchase from us and/or don't recognise a charge from CardCutz, please contact us immediately so we can investigate further.
Please provide your email, full name, date of transaction/order placed, last 4 digits of the credit card used and total amount charged.
My credit card was declined
If your payment does not successfully process or is declined when trying to complete your purchase, we recommend entering a new card number or selecting an alternative form of payment prior to completing your purchase.
Regrettably, CardCutz does not have details as to why payments are declined and as such we suggest reaching out directly to your bank/financial institution for any details regarding your declined payment.
Common errors include:
1. Mis-matched billing address
2. Insufficient funds
3. Spend limits
So your question slipped through the cracks of our Support Wizard? No problem!
Great! 🎉We appreciate your feedback.
Let's see how we can help you
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