Counterbalance [Coldsnap]

All orders are processed within 1 to 2 business days after receiving your order confirmation email. You will receive another notification when your order has shipped. Please keep in mind we're open Wednesday to Monday, and orders can only be packed/shipped during those days.

Pre-orders
Pre-orders will ship to arrive no earlier than the release day for that product. If you order any in-stock item/s alongside the pre-order, or pre-order items with different release dates we will hold these and ship your entire order when all items are available. If you would like a stocked item sooner we advise you place a second order.

Domestic Shipping Rates and Estimates
For calculated shipping rates: We ship on a flat rate of $6 to Auckland and $10 to the rest of NZ.

Click & Collect/In-store pickup
You can skip the shipping fees with free local pickup at our brick & mortar store, 200 Dairy Flat Highway, Albany, Auckland. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 business day (usually within a few hours). We will send you an email when your order is ready. 

Our in-store pickup hours are 11am - 9:30pm Wednesday & Friday, 11am - 6pm Monday & Thursday, and 10am - 5pm Saturday & Sunday. Please have your order confirmation email with you when you come.

International Shipping
We don't currently ship overseas or out of New Zealand.

How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at hello@novagames.co.nz with your name and order number, and we will look into it for you.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@novagames.co.nz. Please note that returns will need to be sent to the following address: Nova Games, Shop 4, 200 Dairy Flat Highway, Albany, Auckland 0632

If your return is accepted, we’ll email you a return shipping label, as well as instructions on how and where to send your package. The actual cost of shipping (inc. GST) will be deducted from your refund. Items sent back to us without first requesting a return will not be accepted.

If your item is returned in-store, no handling fee will apply.

You can always contact us for any return question at hello@novagames.co.nz.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Due to the collectible nature of trading cards and the risk of tampering, we have a strict no refunds, no returns policy on sealed trading card products.

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance sale items or gift certificates.

Event tickets
Event tickets can be returned for a full refund as long as you contact us to begin the return process at least 72 hours prior to the start of the event. Event ticket return requests made in the 72 hours prior to the start of the event will be considered at our discretion.

Event tickets are non-transferable - entry to an event is for the registered individual only.

If an event is cancelled or postponed, you will be entitled to a full refund for your event ticket.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@novagames.co.nz.