Shipping and Returns
Local Pickup
In-store pickup is available at 970A Eglinton Ave W, Toronto, during our store hours:
- Closed on Monday
- 12 pm - 6 pm (Tue - Thu)
- 12 pm - 7 pm (Fri - Sat)
- 12 pm - 5 pm (Sun)
Orders are typically prepared within 1 hour and can be picked up on the same day. Can't pick up your order right away? No problem! After paying online, we can hold your order for as long as you need.
Shipping (Ontario)
Customers are responsible for providing accurate mailing addresses. Any fees or damages resulting from incorrect or invalid addresses will be the customer's responsibility.
Enjoy FREE shipping across Ontario for orders totaling $99 (CAD) or more before tax. For orders under $99, shipping costs are determined based on weight and dimensions, capped at $13.50. Orders are typically packed and shipped within 1 business day, using UPS or Canada Post Expedited service (1-6 business days).
* Some items that are considered Irregular/Oversized and are not qualified for free shipping.
Shipping (Rest of Canada)
FREE shipping is available Canada-wide for orders totaling $150 (CAD) or more before tax. For orders under $150, shipping costs are determined based on weight and dimensions, capped at $18.50. Orders are usually packed and shipped within 1 business day, using UPS or Canada Post Expedited service (2-9 business days).
* Some items that are considered Irregular/Oversized and are not qualified for free shipping.
Shipping (International)
The shipping rate for international orders is calculated based on the weight and dimensions of the items. Please note that depending on your country's customs policies, you may be charged import duties and VAT (value-added tax). These charges are collected by your country's customs department and are not included in our shipping rate. Customers are responsible for import duties and VAT.
* International checkout is temporarily disabled as we work to resolve some technical issues. However, manual shipping is still available. If you’d like to place an order, please send us an email, and we’ll be happy to create your order manually.
* We are unable to ship the following items internationally:*
Stolen Packages
Double Star Games And Hobbies does not assume responsibility for packages that are lost or stolen after delivery. To enhance security, we recommend adding a "signature required" service for an additional $2.00 fee. However, whether a signature is collected or not, Double Star Games And Hobbies remains not liable for lost or stolen packages. The purchaser would be responsible for paying for any re-orders/shipping in full.
Damaged Shipment
If you suspect damage to your order based on the box's condition upon delivery, please contact us within two days of receiving the shipment. It's crucial to retain all packing materials and the box, and provide photographs of the damaged parcel.
* Scratches, dents, or bends in box art are not consider as damaged under our policy.
Winter Paint Shipping Policy
From November to April, the winter shipping policy is in effect. Water-based paints, primers, cleaners, cements, varnishes, putty, etc., may be damaged by freezing during shipping in winter. Please consider weather conditions when ordering during this season. Double Star Games And Hobbies cannot be held responsible for paint damaged by freezing. Placing an order for these items means that you agree to these terms.
Cancel Order
You have the flexibility to cancel your order at any point. Here's what to expect:
- For orders that haven't been shipped: A restocking fee of 3% of the total transaction will apply.
- For orders already handed over to the carrier: A restocking fee of 3% plus shipping costs will be deducted.
If you've received the item and wish to return it, kindly refer to our "Returns" section below.
Returns
Unopened products can be returned within 30 days from the purchase date. Refunds will be processed using the original payment method. Please allow up to 5 business days for credit card refunds to be completed.
Customers are responsible for the shipping cost of returning items to the store. Upon receiving the returned item, a refund will be issued. Shipping charges are not eligible for refund. If the order qualified for free shipping, the cost of the original shipping label will be deducted from the refund.
*Paints, thinners, pigments, markers, and consumables that do not have an additional seal are final sale. Any items on sale, clearance, or marked final sale are considered final sale. All collectibles, exclusive or limited edition items are final sale. Final sale are not eligible for return or exchange.
Exchanges
Unopened products can be exchanged within 30 days from the purchase date. Items can be exchanged for other products or gift cards. Item(s) must be new, unused, in original packaging, and in the same condition it was received or a restocking fee will be applied.
All shipping fees for exchanges are the responsibility of the buyer.
*Paints, thinners, pigments, markers, and consumables that do not have an additional seal are final sale. Any items on sale, clearance, or marked final sale are considered final sale. All collectibles, exclusive or limited edition items are final sale. Final sale are not eligible for return or exchange.