Customer Service FAQ

Tracking Packages

You will receive an email with tracking information as soon as your order is ready and a shipping label has been created. It might take up to a full business day for the tracking to update.

Pre-Orders

We do offer pre-orders on several items often with large discounts. All pre-orders are for brand new sealed items.

All pre-orders are final, we will not take returns. 

If a sealed product contains missing or damaged parts, you will have to contact the manufacturer to correct the problem. If you need help finding the contact information for the manufacturer, you may call or email us and we will be happy to assist you.

With high profile items occasionally manufacturers limit the number of sets sent to us. We try our best to anticipate how many sets we will received based on previous releases but sometimes we do not receive enough products to fulfill all the orders. If this happens we will process the orders chronologically. This situation is most likely to happen for very high profile releases of collectible card games like Pokemon or Magic: The Gathering.

If an order contains pre-order items, we will ship the order when all the items are available.

Returns

All returns require approval. Please email support@overthebrick.com before sending back merchandise.

Over the Brick will accept returns on unopened products within 30 days of delivery except for items from pre-orders.

Over the Brick does not cover shipping costs on returns.

If a sealed product contains missing or damaged parts, you will have to contact the manufacturer to correct the problem. If you need help finding the contact information for the manufacturer, you may call or email us and we will be happy to assist you.

Returns

All returns require approval. Please email support@overthebrick.com before sending back merchandise.

We will accept returns on unopened products within 30 days of delivery except for pre-orders that are final.

We do not cover shipping costs on returns and will not reimburse the original shipping cost.

Refunds are issued once the items are received and inspected.

Refunds

Refunds will be subject to a restocking fee of 5%. This applies both for returns and order cancellation.

Pre-Order cancellation will be subject to a 10% cancellation fee.

Lost Packages

We do take responsibility if a package is lost in transit. However once packages are marked as delivered we consider our job done. If you are in a risky area in term of package theft and want to ensure safe delivery of your package please reach us before making a purchase and we can make sure we offer a safer delivery method with signature on delivery.

If packages are los tin transit, we will work with the mail carrier to locate the package. This can take a couple of weeks but is often successful. Please be patient with us.

Tax Exemption

If you want to claim tax exemption, please email support@overthebrick.com with a copy of the supporting documents. We will not be able to apply the exemption retroactively.