FAQ: Frequently asked questions



p.1. STOCK

Question #1: What playing cards do you sell?
Answer: We sell high-quality playing cards produced by the long-standing The United States Playing Card Company* (hereinafter referred to as the "USPCC"). For over 135 years, The United States Playing Card Company has been the leader in production and distribution of premier playing cards, which you can see being used in the best Las-Vegas casinos, Hollywood movies and by world-known illusionists and cardists, including David Copperfield, David Blaine, Dan and Dave Buck and others. Every card in the USPCC deck is made of 2 glued together layers of special paper with additional cushioning, like Air-Cushion, that proved its long durability and resistance to deformations. We do not sell plastic playing cards, as they tend to perform worse, the colours become dull very quickly and cards snap and break on the corners easily.

All playing cards in our store are 2,5 x 3,5 inches or 6,35 x 8,89 cm. We continuously replenish our stock scrupulously selecting every item. Our stock holds classic and professional playing cards from such brands as Bicycle, Tally-Ho and Bee, as well as the best and collectible decks from such industry leaders as theory11Dan and Dave, Art of Playellusionist and others. In addition to that, we still have a few decks from time-honoured Ohio factory**.

We meticulously select every deck by popularity, quality and unique design to ensure that every item in our shop is either a work of art or a tried-and-true classic. So, you'll probably have a hard time deciding what deck to get, but we believe you shall not be disappointed by your decision anyway.

Q2: What else do you sell apart from playing cards? Can I buy magic props?
A: In our store you can find the following goods: cards for magic, accessoriesapparel and props for magicians. In addition, we have poker chips from world-famous casinos for your chip tricks and flourishes. Only for magicians we keep up our sleeves some coins, thumb tips, invisible threads, Mesika elastic thread, loops, wax and all the other necessary magic tools. To accentuate your style we have card holders and clips, special card boxes and other unique artisan collector's items. As well as, uncut sheets of playing cards, close-up pads for practicing and performing your magic. Recently we started stocking up with some kendamas also. Note that our props stock is being updated constantly, so check it out to make sure you didn't miss anything.

p.2. PLACING AN ORDER, EFFECTING THE PAYMENT AND GETTING THE GOODS DELIVERED 

Q1: How to place an order in your web store? 
A: To place an order simply go to the liked item page in the shop, specify the desired quantity, and click Add to cart. And then you can proceed with purchase of other items if you wish. Once you finished, go the basket in the top left corner of the page, then click Checkout, which will take you to the form where you can enter all of your personal data and get one more chance to change your mind about the number of goods you want to purchase. Then follow instructions on shipping method and payment. Some of the delivery options and payment methods are explained below on this FAQ page as well.

Q2: How do I buy playing cards in Kyiv?
A: Buying playing cards in Kyiv is easy. There are two options: self pick-up and courier delivery. If you've chosen self pick-up, we will reach you asap and work out time and place for you to gather your order. If you've chosen courier delivery, we will reach you asap and work out time and place (at the moment we can deliver orders only across central districts of Kyiv). Note, due to a high workload it might take 1 or 2 days for us to review your order and contact you.

Note, we’ll do our best to reach you by phone. Also feel free to shoot us a message to our email. However, your order will be cancelled automatically, if for some reason we won’t get a reply from you within a week.

Q3: How do I buy playing cards and other goods in Ukraine? 
A: If you live in Ukraine and pick-up in Kyiv for you is not an option, there are two shipping methods available. They are: shipping with Ukrposhta (prepaying for goods + shipping), national post operator, and shipping with Nova Poshta (prepaying for goods + shipping), a private owned post operator. In order to receive your parcel using any of the methods, you'll have to show up with a passport, because you're going to prove your identity before the parcel will be handed to you. We do not send orders with post-paid option.

Note, that orders to Crimea, Sevastopol, Donetsk, Luhansk and other cities, which are either occupied at the moment or are not under Ukraine's government control, are not valid and will not be sent. In case you managed to pay for such order, no refunds will take place.

Q4: How to place an order using Nova Poshta shipping method?
A:
First off, you have to make sure, you have Nova Poshta office in your city/village and you've indicated its office No. when placing an order***. After you finished with filling in your data, choose Nova Poshta shipping method and proceed to payment. Shortly you will be redirected to WayForPay secure third-party payment service. For a fast transaction we recommend you use any web payment method available (credit/debit cards like Visa or MasterCard, Privat24 etc), however, you still can pay with cash using PrivatBank terminals available across Ukraine (upon successfully placing an order, you will have to find a PrivatBank terminal, sign in using your mobile number, then in the tab 'My payments' find the invoice from us and pay for it). All instructions on how to fulfill a payment are provided by WayForPay service during your checkout.

Please note, we do not accept any other payment methods like Webmoney, Yandex-money etc. PayPal is not yet available for businesses in Ukraine, hence we cannot accept such payments as well. Our third-party payment methods are provided by reputable WayForPay service. Usually they work smoothly, but sometimes your bank may consider your payment attempt as suspicious behaviour (chances are it's because you've never shopped at Ukrainian online stores before). In case of any errors during the payment process, please call your bank customer support and ask them to lift up any limitations blocking your payment on our site. Then try paying for your initial order from your site account (orders menu) or simply place a new order. Your order will be cancelled, if you don't pay for it within 3 days.

Within 1-4 working days**** after you successfully placed and payed for your order, we send it to your Nova Poshta warehouse. We also notify you about the shipping via email, where the tracking number is stated as well. Also an sms from Nova Poshta will be sent to your cell-phone number as soon as the parcel reaches your warehouse. You can only receive the parcel with your Passport/ID card/Driver's license. You solely bear all the responsibility for tracking and picking up your order in a timely manner. In case if the parcel is returned to us (you failed to pick it up within the time frame established by your post office or you provided us with incorrect shipping address) we can send it back to you again (upon receiving your new payment for shipping) or refund the value of the contents of the parcel (excluding the shipping price) taking into consideration tax, bank fees and WayForPay commission.

Shipping with Nova Poshta has a few pros:

• this method is the fastest - shipping from our warehouse to your warehouse using Nova Poshta service takes 1-3 days after your parcel is sent

• you will always be able to trace your parcel, using the tracking option on the Nova Poshta website

Q5: How to place an order using Ukrposhta shipping method?
A
: First off, you have to make sure, you have filled in precise and correct shipping information when placing an order. After you finished with filling in your data, choose Nova Poshta shipping method and proceed to payment. Shortly you will be redirected to WayForPay secure third-party payment service. For a fast transaction we recommend you use any web payment method available (credit/debit cards like Visa or MasterCard, Privat24 etc), however, you still can pay with cash using PrivatBank terminals available across Ukraine (upon successfully placing an order, you will have to find a PrivatBank terminal, sign in using your mobile number, then in the tab 'My payments' find the invoice from us and pay for it). All instructions on how to fulfill a payment are provided by WayForPay service during your checkout.

Please note, we do not accept any other payment methods like Webmoney, Yandex-money etc. PayPal is not yet available for businesses in Ukraine, hence we cannot accept such payments as well. Our third-party payment methods are provided by reputable WayForPay service. Usually they work smoothly, but sometimes your bank may consider your payment attempt as suspicious behaviour (chances are it's because you've never shopped at Ukrainian online stores before). In case of any errors during the payment process, please call your bank customer support and ask them to lift up any limitations blocking your payment on our site. Then try paying for your initial order from your site account (orders menu) or simply place a new order. Your order will be cancelled, if you don't pay for it within 3 days.

Within 1-4 working days after you successfully placed and payed for your order, we send it to your shipping address. We also notify you about the shipping via email, where the tracking number is stated as well. When arrived, the parcel then can be picked-up in the nearest to you Ukrposhta Post office. You can only receive the parcel with your Passport/ID card/Driver's license. You solely bear all the responsibility for tracking and picking up your order in a timely manner. In case if the parcel is returned to us (you failed to pick it up within the time frame established by your post office or you provided us with incorrect shipping address) we can send it back to you again (upon receiving your new payment for shipping) or refund the value of the contents of the parcel (excluding the shipping price) taking into consideration tax, bank fees and WayForPay commission.

Shipping with Ukrposhta has a few pros:

• this method is the cheapest

• you will always be able to trace your parcel, using the tracking option on Ukrposhta website

Q6: How to place an order with international shipping to Europe, USA, other countries worldwide?
A
: First off, you have to make sure, you have filled in precise and correct shipping information when placing an order. After you finish with filling in your data, choose Ukrposhta shipping method and proceed to payment. Shortly you will be redirected to WayForPay secure third-party payment service to provide your Visa or MasterCard credentials. All instructions on how to fulfill a payment are provided by WayForPay service during your checkout. Your card will be charged in the currency of your credit/debit card (you can pay in USD, EUR, GBP etc), the invoice will be displayed in UAH.

Please note, we do not accept any other payment methods like Webmoney, Yandex-money etc. PayPal is not yet available for businesses in Ukraine, hence we cannot accept such payments as well. Our third-party payment methods are provided by reputable WayForPay service. Usually they work smoothly, but sometimes your bank may consider your payment attempt as suspicious behaviour (chances are it's because you've never shopped at Ukrainian online stores before). In case of any errors during the payment process, please call your bank customer support and ask them to lift up any limitations blocking your payment on our site. Then try paying for your initial order from your site account (orders menu) or simply place a new order. Your order will be cancelled, if you don't pay for it within 3 days.

Within 1-4 working days after you successfully placed and payed for your order, we send it to your shipping address. A parcel worldwide usually ships within 1-4 weeks. We also notify you about the shipping via email, where the tracking number is stated as well. You can track your parcel movement within Ukraine borders on Ukrposhta website and then trace it using your national post tracking service. You solely bear all the responsibility for tracking and picking up your order in a timely manner. In case if the parcel is returned to us (you failed to pick it up within the time frame established by your post office or you provided us with incorrect shipping address) we can send it back to you again (upon receiving your new payment for shipping) or refund the value of the contents of the parcel (excluding the shipping price) taking into consideration tax, bank fees and WayForPay commission.

Shipping worldwide costs 350-450 UAH for 1-4 items (depends on size). Shipping of 5-8 items is priced 10-40% higher. You can get more detailed shipping pricing during the checkout. By placing an order, you automatically bear all responsibility for all potential taxes and fees, charged by customs or postal officials of your country. We also do not bear any responsibility for any damage of the goods, inflicted by customs or postal services of your country.

Q7: When is my order going to be shipped? What's the delivery time for a parcel shipped within Ukraine and worldwide? 
A: All orders are sent within 1-4 working days after being successfully placed and payed for. A parcel across Ukraine is delivered within 1-3 days if using Nova Poshta service and 3-10 days if using Ukrposhta service, delivery for worldwide shipping takes from 1 to 4 weeks. During and before holiday season/days there can be a small delay with shipping (1-2 extra days). 

Q8: Can I pay for my order later? (I want to pay upon delivery / Can I pay in installments? / I don't want to pay on your site / Give me your card number, I'll send a swift/paypal/etc)
A:
If you happen to place your order with shipping via Nova Poshta/Ukrposhta within Ukraine or worldwide, you have 3 days to fulfill the payment, hadn't you done this right away during the checkout for some reason. If you experienced some problems with payment of your order on the stage of providing credit/debit card data or mobile phone number for payment via Terminal, your connection to WayForPay service was lost etc, you can always finish placing your order and fulfill the payment from Your Account. Please be advised, that contents of your cart will be cleaned after 3 days if the order wasn't properly placed, and all unpaid orders will be cancelled after 3 days as well. For orders within Ukraine, you will not be able to fulfill the payment with cash via terminal after 3 days courtesy of WayForPay limitations. However, theoretically, you still might be able to pay for the invoice after this 3-day period passed, had you selected this payment method during the checkout. But we encourage you to not pay for such outdated invoice as the order will not be sent. Reimbursement for such order will be performed without covering tax, bank fees and WayForPay commission.

Payment upon delivery/in installments or in any way, other than the ones available on our website, is not allowed.

Q9Can I cancel my order?
A:
 You can cancel your order by sending your inquiry to our email. Should you have already payed for your order, reimbursement for such order will be performed without covering tax, bank fees and WayForPay commission. All other cases of returns/replacements are covered here.

Q10: What should I do, if I have no passport/ID/drivers' license and I'd like to place an order shipped within Ukraine or worldwide
A:
In that case, please fill the recipient's data of your parents or any person with ID/passport at the checkout, so that they could will pick up the parcel for you. Most likely, you won't be able to receive a parcel without identity proof.

Q11: How do I buy a tutorial video? Where can I watch it?
A:
Video tutorials are available for purchase and you can buy them by adding them to the cart, works the same as with any other goods in the shop. Note, if you order only video tutorials, which do not require shipping of gimmicks or any other additional materials, you won't be charged for shipping. After effecting the payment, you get instant access to your purchased tutorials in your Account in the Tutorials tab.

Q12: Why didn't I receive a confirmation letter about my order?
A: All letters confirming your payment/shipping of your order are being sent automatically within the time frames indicated above. There are a few possible reasons why you could have not received an email from us. Maybe the letter can be found in your spam folder or you're checking not the email you used to sign up or sign in when placing your order. There's also a chance you didn't complete all the necessary steps during the checkout or didn't pay for your order. You always can complete your purchase from Your Account and upon successful payment a confirmation email will be sent to you. Besides, there's a very slight possibility that an email was sent, but your specific email provider rejected it. The entire email history as well as shipping codes are available in your site account. You solely bear all the responsibility for tracking and picking up the parcel with your order in a timely manner. In case of a return we can send the parcel to you once again after you cover the shipping costs separately
.

p.3. WARRANTY AND OTHER FREQUENTLY ASKED QUESTIONS

Q1: What are the guarantees I'll receive a parcel with genuine goods and it won't be damaged? (Can I trust you? / I can create sites like yours overnight on my own / I don't believe you operate since 2010 / etc)
A: It's our record that says it all for us. We have shipped over 30,000 orders within Ukraine and worldwide since 2010 and have garnered plenty of reviews for goods throughout the shop (including our old site from 2010 to 2013). Apart from the website, we also actively run our social networks (YouTube - since 2009, Twitter - 2010, Facebook - 2010, Instagram - 2015). We work with integrity and pay all the required taxes to the Ukrainian state. For more about us learn here.

We thoroughly pack all parcels, wrapping items in protective materials, and provide you with a tracking code for every shipped order. Unfortunately we cannot be held accountable for trustworthiness of work of post and customs services, hence in case of lost packages we encourage you contacting corresponding agencies/organizations using the tracking code provided for your parcel (sent to you via email and available in Your Account). Despite the fact that issues with state/delivery of the goods are very uncommon, you can find out more details on how to solve such problems here.

Q2: How can I return an order/item?  
A: Upon delivery and unpackaging, you may only return the contents of your order in exceptional cases. Find out more here.

Q3: Do you have Bicycle Karnival Scorpion Assassins Faded GAFF mini deck?
A: We highly doubt this. But nevertheless use search tab in the store to find out more. 

Q4: Which deck is better - Bicycle or Tally-Ho?
A: We've already answered this question in our blog.

Q5: Do you have discounts?
A: Yes. During different giveaways and sale events, which we inform about in our blog, newsletter and social networks, we allow our customers to save big (usually during holiday periods). Besides, we have bonuses system in place. By making a purchase in our shop, you gain bonus points, which you can then spend during your next orders. Find out more about bonuses here.

Q6: Can I reserve a deck (any other item) and hold it on for me in order to buy it later?
A: No. But you can get a notification to your email for an item that is out of stock. In order to be informed, go to an item page that is out of stock and leave your email in the dedicated filed under the header of the item.

Still have got questions? Don't hesitate to drop us a line via email.

* - except for decks, which have a different manufacturer stated in its description. 
** - find out more about the cards, printed at the old USPCC factory in Ohio here and here
*** - by default if you didn't specify warehouse No., your order will be sent to warehouse #1 of your locality.
 
**** - working days according to the Labour Сode of Ukraine.