Order Limits, Pickup & Cancellation Policy
Certain high-demand or limited-availability products sold by Keystone Games may be subject to purchase limits and/or designated as In-Store Pickup Only. Applicable restrictions will be identified on the individual product listing. The order cancellation terms below apply to canceled orders, subject to applicable law.
Purchase Limits
Customers may not exceed stated purchase limits through multiple orders, accounts, transactions, or other attempts to circumvent an applicable limit. Keystone Games reserves the right to cancel quantities or orders that exceed or attempt to circumvent stated purchase limits.
In-Store Pickup
Products designated In-Store Pickup Only will not be shipped. Customers are responsible for ensuring they are able to pick up their order from Keystone Games before completing their purchase.
Pickup orders must be collected within 7 calendar days of the order being marked ready for pickup. Orders not collected within that period may be canceled and refunded, less the order cancellation fee described below, except where a full refund is required by applicable law.
Customers are responsible for monitoring their order status and collecting their order within the pickup period. Additional reminders are not guaranteed. Contacting us does not pause or extend the deadline unless management expressly approves an extension.
Order Cancellation Fee
A 10% order cancellation fee will be deducted from refunds for canceled orders, including cancellations due to a change of mind, inability or unwillingness to pick up an order, failure to collect an order within the pickup period stated above, or exceeding or attempting to circumvent a stated purchase limit. The fee also applies to other cancellations except where a full refund is required by applicable law.
The cancellation fee is calculated as 10% of the canceled merchandise subtotal after discounts, excluding sales tax and shipping charges. For a partial cancellation, the fee is calculated only on the merchandise being canceled.
This policy does not limit any refund rights provided by applicable law. Where a full refund is legally required, no order cancellation fee will be deducted.
No cancellation fee will be charged when Keystone Games cancels because we cannot fulfill the order, or when a customer declines a shipping substitution proposed by Keystone Games before shipment. These cancellations will receive a full refund of the amounts paid for the canceled items, including applicable tax and any shipping charges attributable to them.
Cancellation refunds are issued to the original payment method where supported. If that is not possible, we will contact the customer to arrange an appropriate alternative consistent with applicable law. Refunds will be processed promptly; payment-provider posting times may vary. Store credit will not be substituted for a legally required payment refund.
These cancellation terms apply to unfulfilled orders, including pre-orders. Returns of merchandise already received are governed by our Returns & Refunds Policy. Updated terms do not retroactively impose additional fees on orders placed under earlier terms.
Exceptions & Extensions
Keystone Games may, at its sole discretion, waive or reduce the cancellation fee or approve an extension of the pickup deadline. Exceptions are not guaranteed. Requesting an exception does not pause or extend the original deadline; any extension must be expressly approved by management. An exception granted on one occasion does not guarantee an exception for future orders. Nothing in this provision limits any rights provided by applicable law.
By placing an order, the customer acknowledges the applicable purchase limits, fulfillment restrictions, pickup deadline, and order cancellation terms stated on the product listing and in this policy.