Frequently Asked Questions (FAQ)
Orders and Payments
Q: Can I cancel my order?
A: Orders may be cancelled at our discretion. Please note that all cancellations are subject to a 20% restocking fee, which covers staff time and processing costs. Refunds will be issued minus this fee. We do not offer refunds for change of mind, accidental orders, or duplicate purchases. Please review your cart carefully before checking out.
A: Orders may be cancelled at our discretion. Please note that all cancellations are subject to a 20% restocking fee, which covers staff time and processing costs. Refunds will be issued minus this fee. We do not offer refunds for change of mind, accidental orders, or duplicate purchases. Please review your cart carefully before checking out.
Q: When will I be charged for a preorder?
A: Full payment is required at the time of purchase to secure preorder items. Preorders are final and cannot be cancelled or refunded unless Troll Aus cannot fulfil the order or the product is deemed faulty under Australian Consumer Law.
A: Full payment is required at the time of purchase to secure preorder items. Preorders are final and cannot be cancelled or refunded unless Troll Aus cannot fulfil the order or the product is deemed faulty under Australian Consumer Law.
Q: Can someone else collect my in-store pickup order?
A: Only the person named on the order may collect it. If someone else needs to collect on your behalf, please provide their full name and contact details in the order notes at checkout.
A: Only the person named on the order may collect it. If someone else needs to collect on your behalf, please provide their full name and contact details in the order notes at checkout.
Shipping and Collection
Q: How much does shipping cost?
A: Shipping rates are automatically calculated at checkout based on the size, weight, and destination of your order. To view shipping options and costs, simply add items to your cart and enter your delivery address at checkout.
A: Shipping rates are automatically calculated at checkout based on the size, weight, and destination of your order. To view shipping options and costs, simply add items to your cart and enter your delivery address at checkout.
Q: When will my order be shipped?
A: We pack and ship orders every Monday, Wednesday, and Friday. Orders placed before our daily shipping cutoff will be dispatched the same day; orders placed after the cutoff will be dispatched on the next shipping day.
A: We pack and ship orders every Monday, Wednesday, and Friday. Orders placed before our daily shipping cutoff will be dispatched the same day; orders placed after the cutoff will be dispatched on the next shipping day.
Q: How long does delivery take?
A: All orders are shipped via Australia Post with full tracking. Estimated delivery times:
A: All orders are shipped via Australia Post with full tracking. Estimated delivery times:
• Standard Post: Up to 10 Business Days
• Express Post : Up to 3 Business Days, Please note delivery times are estimates only and depend on your location.
Q: When can I collect my online order in-store?
A: If all items in your order are in stock, it will usually be ready for pickup within two hours during business hours. We will send you a notification once your order is ready.
If your order contains preorder items, your pickup will be available on the official release date.
A: If all items in your order are in stock, it will usually be ready for pickup within two hours during business hours. We will send you a notification once your order is ready.
If your order contains preorder items, your pickup will be available on the official release date.
Preorders
Q: When will my preorder be shipped?
A: We aim to dispatch preorder items the day before the official release date, provided stock has been received. You will receive tracking information once your preorder has shipped.
A: We aim to dispatch preorder items the day before the official release date, provided stock has been received. You will receive tracking information once your preorder has shipped.
Q: Can I combine in-stock items and preorder items?
A: Yes. However, if you order in-stock items and preorder items together, your order will be shipped once all items are available. If you would like your in-stock items sooner, we recommend placing a separate order.
A: Yes. However, if you order in-stock items and preorder items together, your order will be shipped once all items are available. If you would like your in-stock items sooner, we recommend placing a separate order.
Live Breaks
Q: How does shipping work for Live Break orders?
A: Live Break orders are processed separately and shipped from our Melbourne location every Tuesday. At checkout, you can select:
A: Live Break orders are processed separately and shipped from our Melbourne location every Tuesday. At checkout, you can select:
• Shipping: Cards shipped directly to your address
• Consolidate Order: Cards held until you pay shipping on a future order
• Local Pickup: Cards transferred to our Adelaide store for collection the following week
Q: How long will my consolidated Live Break order be held?
A: Consolidated orders will be held until you complete a future order and select paid shipping. If no action is taken within a reasonable period, we may contact you to arrange final shipping.
A: Consolidated orders will be held until you complete a future order and select paid shipping. If no action is taken within a reasonable period, we may contact you to arrange final shipping.
Buylist (Selling Your Cards)
Q: How do I sell my cards to Troll Aus?
A: You can submit a buylist through our website. Once your submission is reviewed and accepted, you will receive an email with confirmation and an offer. Store credit or cash will be issued after your cards are received and inspected.
A: You can submit a buylist through our website. Once your submission is reviewed and accepted, you will receive an email with confirmation and an offer. Store credit or cash will be issued after your cards are received and inspected.
Q: What condition do my cards need to be in?
A: We only buy and sell cards in Near Mint condition. Cards not meeting this standard may be declined or revalued. If you request declined cards to be returned, the postage cost will be deducted from your payout.
A: We only buy and sell cards in Near Mint condition. Cards not meeting this standard may be declined or revalued. If you request declined cards to be returned, the postage cost will be deducted from your payout.
Q: What is Store Credit and how can I use it?
A: Store credit from buylist submissions is added directly to your Troll Aus account. It can be used toward any purchase online, including singles, sealed products, and accessories. At checkout, simply select "Store Credit" as your payment option.
A: Store credit from buylist submissions is added directly to your Troll Aus account. It can be used toward any purchase online, including singles, sealed products, and accessories. At checkout, simply select "Store Credit" as your payment option.
Other Questions
Q: My package hasn't arrived — what should I do?
A: If your package is delayed, please allow up to 10 business days for Standard Post and 3 business days for Express Post. If your tracking does not update or your parcel is missing, contact us and we will investigate with Australia Post.
A: If your package is delayed, please allow up to 10 business days for Standard Post and 3 business days for Express Post. If your tracking does not update or your parcel is missing, contact us and we will investigate with Australia Post.
Q: How can I contact Troll Aus?
A: You can reach us by emailing admin@trollaustralia.com.au. We aim to respond within 1-2 business days.