Shipping policy

1. Processing Time

Orders for in-stock items are processed on working days (Monday to Friday, excluding public holidays) within 24 hours and then handed over to the shipping provider.

2. Pre-Order Policy

2.1 General Information about Pre-Orders

By placing a pre-order, you can reserve collectible card sets and products before their official release date. The release dates are determined by the manufacturer and may be subject to change. Pre-ordered items are expected to ship around their respective release date; however, external factors may cause delays.

2.2 Payment and Reservation

Payment for pre-ordered items is due at the time of purchase. Once your payment has been successfully completed, your pre-order is secured. We will reserve the desired quantity at the stated price; however, delivery on the actual release day is not guaranteed.

2.3 Delays and Cancellations Due to Supply Shortages

Because we depend on our wholesalers for pre-ordered items, in rare cases there may be supply shortages or delays. If we are not supplied on time or in sufficient quantities, we reserve the right, after consulting with you, to either deliver your order at a later date or, if the unavailability continues, to cancel it. In the event of a cancellation, we will refund the purchase price in full.

2.4 Obligation to Inform and Customer Communication

You will be notified promptly of any changes to the delivery date or in the event of a cancellation. We do our utmost to ensure availability and are happy to answer any questions about your pre-order.

3. Items with Different Delivery Times (Pre-Order)

If you order items with varying delivery dates, for example pre-orders together with items that are immediately available, your entire order will generally be shipped as a combined delivery. However, a different arrangement is possible. Shipment will take place as soon as the last available item is ready for dispatch.

4. Delivery Time

  • Austria: 1–2 business days*
  • Germany: 2–3 business days*
  • EU: approx. 3 business days*
  • Rest of the world: 5–7 business days*

*Please note that unforeseen events (e.g. natural disasters, strikes, or seasonal peak periods such as Christmas or Black Friday) may cause delays. In addition, customs clearance may further extend delivery times in countries outside the EU.

5. Shipping Costs & Carriers

5.1 Austria

Express Shipping (Österreichische Post): Usually delivered in about 24 hours. Shipping costs are €5.90.
Standard Shipping (Hermes): Usually delivered within up to 72 hours. Only suitable for packages up to 2 kg. Shipping costs are €4.90.

We reserve the right to automatically upgrade shipping to Express Shipping for items with a particularly high volumetric weight or under special circumstances (e.g. as part of shipping promotions).

5.2 Germany

Shipping to Germany is charged at a flat rate of €6.49. Depending on the size of the package, shipping is handled by DHL or FedEx. Typical delivery time is 2–3 business days.

5.3 European Union

We deliver to all EU member states. Shipping costs vary depending on the weight and dimensions of the package. The respective costs are displayed during checkout. Shipping is handled by FedEx.

5.4 Rest of the World

We ship to many other countries (e.g. European countries outside the EU, the USA, Canada, Japan, Australia). Whether we deliver to your country and the respective shipping costs can be found directly during checkout. Here, too, shipping costs vary depending on the size and weight of the ordered items. Delivery is handled by FedEx.

6. Shipping Conditions for Non-EU Countries (Third Countries)

  • No Collection of Import Taxes or Customs Duties by Us: Import VAT and customs duties may, however, be charged by the customs or tax authorities of your country.
  • Customer Responsibility: Should additional taxes or duties be incurred upon import, these must be borne by you. Please check with the relevant authorities in your country about any potential import charges before placing your order.
  • Delivery Times & Customs Clearance: Due to potential customs clearance, delivery times may be extended. We have no influence over this process.

7. FAQ – Damage During Shipping

My package was damaged during shipping. What should I do?
Please contact us immediately if any item in your order was damaged during transit. Send us an email at support@primeprotector.at describing the circumstances. Please include photos of the damaged packaging and the affected products, so that we can process the incident as quickly as possible.