FAQ

Frequently Asked Questions

If you have any questions that are not answered down below, please contact us at [email protected], and we will do our best to answer any questions you may have.

What is CloutsnChara?

Cloutsnchara is the hobby leader for hockey group breaks and the biggest retailer of sports cards in Canada. Along with sports cards, CloutsnChara is dedicated to carrying a large selection of Autographed and Game Used Memorabilia, Magic the Gathering, Pokemon and More.

Why should I buy from CloutsnChara?

As a hobby leader in the sports card industry, CloutsnChara takes pride in their customer service and strives to give every customer a positive experience because “It’s more than a hobby, it’s a passion!”

Where are you located?

Our hobby shop is located at:

645 Victoria Street North Unit #2 (Behind Natural Sound)
Kitchener, ON
N2H 5G3
Canada

Feel free to stop in and say hi!

What are Certified Diamond Dealers and Authorized Internet Retailers?

Certified Diamond Dealers are brick and mortar retail stores that specialize in selling hobby products. These partners have signed an agreement to distribute Upper Deck products in a fashion that is best for the business.

Authorized Internet Retailers (also known as AIRs) are Certified Diamond Dealers who have a solid history of supporting Upper Deck products and customers. AIRs are able to represent Upper Deck and sell products online to customers.

What are 'Group Breaks'?

Group Breaks are a way of purchasing cards where multiple people split the costs of a selection of products. Group Breaks are most often set up to be divided by team, where once the products are open the cards are sorted by team and shipped out to the correct members. 

Group Breaks are a great alternative to buying cases or boxes. For example, a selection of boxes that would cost $1000.00 to purchase would be $33 for a team in a team random.

How do Group Breaks work?

There are several ways in which a group break can break down. The most common forms of group breaks are team randoms and team selects where once the products are opened, the hits are sorted by team and sent out to the correct members.

Other ways group breaks can be broken down are by serial number, player name, division and sub set.

Once all spots are purchased and paid for, the group breaks will be done LIVE on YouTube and then uploaded at the end of the evening for members to watch at their own leisure.

E-Tranfers For Group Breaks

We accept E-Transfer on our online store for all orders. You simply check the box for paying by E-Transfer and continue the checkout, once the checkout is complete, go to your online banking and send us the E-Transfer for the amount of your order.

PLEASE NOTE – MAKE SURE YOUR NAME/ID IS IN THE NOTES OF THE PAYMENT SO WE KNOW YOU SENT THE PAYMENT.

Once we receive the payment, we will mark you paid. If your payment is not received within an hour of your checkout, we have the right to cancel your order. For Group Breaks, when we are live, you will have only 10 – 20 minutes to send us the E-Transfer as we need to keep moving the breaks when they get filled.

If you have any questions, please contact us and we will help you with the process.

Why should I make an account on the Online Store?

We recommend making an account on our online store when you purchase items because you can track your order, see previous orders, update your shipping address and receive CNC points on your purchase! To learn more about our rewards program, please click here.

Are your prices in CAD or USD?

As we are a Canadian business, all of our prices are in Canadian Dollars (CAD).

What types of payment do you accept?

We currently accept PayPal, Credit Card (Visa/Mastercard) and E-Transfer payments for our online checkout and in our store along with Debit/Cash. If you wish to buy a product and pay another way please send an email to [email protected] and we’ll do our best to make sure it can happen.

If you have any questions on the check-out procedure please let us know and we will gladly walk you through it.

Phone 519-954-8278

Email – [email protected]

What does a Pre-Order mean?

Pre-Order means that the item is not currently available on the market today but it will be on the specific date that is shown. Many suppliers will receive card images and pricing months before the product goes live so this is your chance to get the best price on the product before it sells out. Please note that release dates are subject to change without notice. 

Please note – If you pre-order a box and purchase an in stock box at the same time, we will ship both once the pre-order box arrives. If you would like the in stock product shipped before the pre-order then please call us at 519-954-8278 or email us ([email protected]) to pay an additional shipping fee. If you purchase multiple pre-ordered items that release at different times, you will have to pay for shipping on each release or have them all shipped at the same time once all are in stock.

All sales are final. A 10% restocking fee (Below $500) or 5% restocking fee (At or Above $500) will now be applied to all refunded purchases due to external policy changes. Please note, you can have the total amount deposited into your CNC Reward Points total without a restocking fee.

Pre-Order Allocations

Occasionally, our distributor will allocate us and we will receive less product than we initially ordered. Because of this, all pre orders are subject to allocation.

What does “Online Only” mean?

When a product has the “Online Only” Icon, it means we do not carry the item in our store and it is brought in when it is ordered. Once the order is received we will contact our distributor and the item should arrive within 2-4 business days at which point the item will ship out to the consumer. If the item is a pre-sale item it will ship once it is released. 

If our distributor no longer has the item in stock, you will be notified and your order refunded. 

All sales are final. A 10% restocking fee will be applied to all canceled “Online Only” purchases.

The product I want is out of stock. Can you get it for me?

If there is an out of stock product on our website that you are interested in, email us at [email protected] and we will see if we can get it in for you.

What is the “Wish List” in the product pages?

You can now make a wish list of products you would like to purchase down the road. Make a list for your family/friends for Christmas or your Birthday.

I live in Canada, are there taxes?

Yes. As we are a Canadian business, we have to charge the applicable tax
rates. Please look at the chart below for details and percentages.

Alberta 5%
British Columbia 5%
Quebec 14.975% (Into affect September 1st, 2019)
Manitoba 5%
New Brunswick 15%
Newfoundland and Labrador 15%
Northwest Territories 5%
Nova Scotia 15%
Nunavut 5%
Ontario 13%
Prince Edward Island 15%
Saskatchewan 11%
Yukon 5%

What is the 'Open Live' option on some products?

With this option checked, we will open the box live on camera and upload the video to our YouTube channel. You will receive the contents of the box (minus the base) at a reduced shipping rate of $3. If you request to have the base, there may be additional shipping costs.

Note: this feature is optional and unchecked by default.

I live outside Canada and the US. Can you still ship to me?

For our international customers, please contact us at [email protected]. We will do our best to accommodate you.

Do you offer tracking?

All online store packages shipped by us have a tracking number with Canada Post. Group breaks vary depending on the value of the package (Only in Canada). USA/International shipments are shipped regular mail unless tracking is paid for.

To check the status of your package, please visit the Canada Post website here.

When will my package be shipped?

Online store orders are shipped Monday – Friday based on when the order comes in. Group breaks are shipped once a week and we try our best to get them out every weekend. If you need your package delivered right away, please email us and we can give you options for faster shipping – [email protected]

Will my package be insured?

All packages are automatically insured for $100. If you would like more insurance on your package, it will be $3 for each additional $100 insurance. If there is an issue with your package and a claim is opened with Canada Post, you will only receive up to the amount that the package was insured for.

Do you accept returns?

Due to the nature of the product, we can not accept returns on boxes of any sport.

When will my package arrive?

Shipping time varies. For detailed shipping information,please click here.

Local (Southern Ontario)

Ontario & Quebec

Rest of Canada

United States

Expedited

1 Day

1-3 Days

2-7 Days

4-7 Days

XpressPost

Next Day

Next Day

2 Days

n/a

Priority

Next Day

1-3 Days

1-3 Days

n/a

*Shipping times do not include NWT, Yukon, Nunavut, Hawaii,
Alaska, and New Mexico. Please contact us for a quote.

For our international customers, please contact us at [email protected]. We will do our best to accommodate you.

Do I need to sign for my package?

Yes. Your signature is required for all packages.

Still have a question?

Please contact us for more information.

Get in touch