Order Cancellation & Pre-Order Policy

Order Cancellations

Canceled orders are subject to a 10% order cancellation fee, including but not limited to cancellations due to a change of mind, missed pickup deadlines, or purchase-limit violations.

The fee is calculated on the canceled merchandise subtotal after discounts, excluding sales tax and shipping charges. For partial cancellations, it applies only to the merchandise being canceled.

No cancellation fee applies when:

• Keystone Games cancels because we cannot fulfill the order.

• A customer declines a shipping substitution proposed by Keystone Games before shipment.

• A full refund is required by applicable law.

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 are processed promptly; payment-provider posting times may vary.

Pickup Deadlines

Pickup orders must be collected within 7 calendar days of being marked ready for pickup. Customers are responsible for meeting this deadline; additional reminders are not guaranteed.

Uncollected orders may be canceled and refunded, less the applicable cancellation fee.

Exceptions & Extensions

Keystone Games may, at its sole discretion, waive or reduce a cancellation fee or approve a pickup extension. 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 future exceptions.

Preorders

All preorders are for in-store pickup only. Keystone Games does not ship Wave 1 or Wave 2 preorders.

Our Pre-Order Policy explains preorder waves, eligibility, purchase limits, and release-specific requirements.

Cancellation of an unfulfilled preorder follows the cancellation terms above. Merchandise returns after receipt are governed by our Returns & Refunds Policy.

Full Policy & Contact

For complete purchase-limit, pickup, and cancellation terms, review our Order Limits, Pickup & Cancellation Policy.

Email: office@keystonegames.net
Phone: 724-970-0767

Keystone Games LLC
575 Morgantown Rd. Suite 880
Uniontown, PA 15401

Updated terms do not retroactively impose additional fees on orders placed under earlier terms. Nothing in this policy limits rights provided by applicable law.