Shipping policy

Order Processing and Shipping

Skaf Express strives to process and ship orders as quickly as possible. Most in-stock orders ship within 1–2 business days. Processing may take longer during major product releases, holidays, sales events or periods of unusually high order volume. We also verify new customers, or customers who haven’t ordered in a long time, and that can add to the number of business days it takes us to ship out.

Processing time is separate from carrier transit time. Delivery estimates shown at checkout or supplied by the carrier are estimates, unless a guaranteed service is expressly stated.

Pre-Orders and Back-Orders

Orders containing both in-stock items and pre-order or back-order items will normally ship together once all items are available. When we identify a mixed-availability order, we will contact you to discuss available arrangements. Any separately requested shipment and associated cost must be agreed with us.

Orders We Cannot Fully Fulfil

If we cannot fulfil all of your order, we may ship the available items without contacting you first where the unavailable items are lower-value items representing a minor portion of the order. You will not be charged for unavailable items, and any payment already collected for them will be refunded to your original payment method.

For more substantial shortages, we will contact you before shipping to discuss whether you wish to proceed with the available items or cancel.

If your order originally qualified for free shipping, it will retain that status when its value is reduced because we cannot supply an item.

We do not charge a cancellation fee when an order is cancelled because we cannot fulfil it.

Discounted and Free Canadian Shipping

Discounted shipping is available for orders of CAD $300 or more, and free shipping is available for orders of CAD $500 or more, to most Canadian destinations. Remote communities and the Canadian Territories may require additional shipping charges.

Remote Communities and Territories

Where additional charges are required to ship to a remote community in Canada or abroad, or to the Canadian Territories, we will contact you after the order is placed to confirm the cost before shipment.

We will not capture payment for the order until you have accepted the additional shipping charges and arranged payment for them. An authorization hold may still appear on your payment method. If the additional charges are not acceptable, you may cancel the order without a cancellation fee.

Shipping Address and Delivery Arrangements

Please check that your shipping address and contact information are complete and accurate before placing your order. Contact us immediately if a correction is needed. Address changes require our confirmation and may not be possible once a shipment has been dispatched.

Special shipping arrangements, additional insurance and requests concerning packaging condition must be discussed with staff and confirmed before purchase. Order notes alone do not confirm acceptance of a request.

Tracking and Signature Requirements

Except for qualifying lower-value orders shipped using an expressly designated untracked and uninsured Lettermail or similar economy mail option, shipped orders will be sent using a tracked service.

Tracked parcel shipments require a signature upon delivery where the selected carrier and service support signature confirmation. Depending on the service, the package may be handed to a recipient or held at a carrier location or post office for collection.

Signature confirmation records evidence of delivery; it does not necessarily mean that only the named purchaser can accept the package. Recipient and identification requirements depend on the selected carrier service.

We may require additional delivery safeguards, such as identification, carrier pickup or an alternative shipping service, depending on the order value, destination or other circumstances.

Untracked and Uninsured Lettermail

Certain qualifying lower-value orders may be eligible for an untracked and uninsured Lettermail or similar economy mail option, as shown at checkout.

This option does not include:

• Tracking or delivery confirmation;
• Signature confirmation; or
• Shipping insurance or carrier liability coverage for loss in transit.

These shipments generally cannot be traced through the investigation process used for tracked parcels. Selecting this option acknowledges its reduced tracking and shipment protection. Please contact us if it has not arrived within the estimated delivery timeframe; we will review the circumstances, but no carrier or insurance compensation for loss is available under this shipping option.

Missing or Delayed Shipments in Transit

If tracking does not show delivery and your shipment appears lost, significantly delayed or stalled in transit, you must email sales@skafexpress.ca within 14 calendar days after the carrier's estimated delivery date. Include your order number and tracking number. If no estimated date is available, contact us promptly when the shipment appears overdue so we can review its status.

Prompt reporting helps us open an investigation, obtain recipient information and preserve any available carrier or insurance claim. A delay in transit alone does not establish that a shipment is lost or that an insurance claim is payable.

Packages Marked Delivered but Not Received, Including Possible Misdelivery

If tracking shows Delivered but you have not received or cannot locate the package, you must email sales@skafexpress.ca within 7 calendar days after the carrier's recorded delivery date. The same 7-day notification requirement applies to suspected misdelivery. Include your order number, tracking number and a description of the issue.

Please check household members, the delivery location, community mailbox or parcel compartment, building management or concierge, neighbours where appropriate, and any carrier pickup notice. These checks should not delay reporting within the notification period.

We will request or assist with an appropriate carrier investigation where available. Evidence may include tracking scans, signatures, delivery photographs, GPS or location information, pickup records and other carrier documentation. The information available varies by carrier and service.

A delivery scan, signature or other carrier documentation is evidence of delivery and will be assessed alongside the investigation findings and other relevant information. A Delivered scan alone does not rule out a carrier error.

If the investigation establishes that the shipment was misdelivered, lost during delivery or otherwise remained the carrier's responsibility, we will pursue any available carrier or insurance claim and review the appropriate resolution with you.

Notification Deadlines and Late Reports

The 7-day and 14-day periods above are our customer-notification requirements. They are not a statement that every carrier or insurer closes its claim window after those periods.

Reports received after these periods may affect our ability to obtain delivery evidence or pursue coverage. Where late reporting prevents a reasonable investigation or causes an otherwise available claim to become ineligible, discretionary compensation may be declined.

Theft or Loss After Confirmed Delivery

Correct delivery and carrier misdelivery are different circumstances. If the available evidence and investigation confirm proper delivery, subsequent theft, disappearance or damage is generally treated as a post-delivery event.

Theft or loss after correct delivery may not be covered by the carrier or our applicable shipping-insurance policy. Examples include porch theft, removal by a third party, loss after receipt by a concierge or package room, weather exposure and accidental damage after delivery.

We cannot guarantee a refund or replacement for post-delivery loss. Any available carrier or insurance compensation depends on the specific coverage terms, exclusions and claim decision.

Shipping Damage

Inspect your shipment promptly and report material shipping damage to sales@skafexpress.ca. Include your order number, a description and clear photographs of the shipping box, label, packing materials and affected products. Retain the packaging and contents until we confirm they are no longer needed.

For product-condition standards, defective or incorrect items, and return arrangements, see our Return and Refund Policy.

Shipping Insurance and Carrier Claims

Coverage varies by shipping service, contents, insured value and applicable carrier or insurance terms. Shipping insurance does not guarantee approval of a claim.

Insurance or carrier compensation is subject to the applicable coverage limits, exclusions, evidence requirements and claim determination. For an approved claim, that compensation is limited to the amount approved, up to the eligible insured value. It is not automatically the full order value, and opening an investigation does not guarantee payment.

If you need confirmation of the coverage available for your order, or require additional insurance, contact us and receive confirmation before purchase. Additional coverage is subject to availability and does not remove policy exclusions, including any applicable exclusion for theft after delivery.

Customers must reasonably cooperate with investigations and provide requested information within the timeframe given by the carrier or insurer. Failure to provide required information may prevent a claim from being completed. We will update you when relevant investigation or claim decisions are received.

These limits describe carrier and insurance compensation. They do not limit any refund, replacement or other remedy we are required to provide under applicable law, and an insurer's decision does not determine your statutory rights.

Thunder Bay Local Delivery and Pickup

We are not currently offering local delivery. Shipping and in-store pickup remain available.

In-store pickup can be selected at checkout. Most in-stock pickup orders are available after noon on the next business day, or earlier if you receive a ready-for-pickup notification. Please wait for your pickup confirmation before visiting. Pre-order and back-order items must first become available.

Pickup location:
Let's Play! Cards and Games
470 Hodder Avenue
Thunder Bay, Ontario
Canada, P7A 7X5

Hours: Monday to Saturday, 11 a.m.–7 p.m. Closed Sundays and holidays.
Phone: 807-683-3943

Consumer Rights and Contact

Nothing in this policy excludes or limits rights or remedies that cannot be excluded under applicable consumer-protection law.

For shipping questions or claims, email sales@skafexpress.ca or call 807-683-3943 during business hours.