Question 1

What card condition grades does Multi∞Verse use?

Accepted Answer

We grade all single cards on the industry-standard scale. NM (Near Mint): essentially flawless with no visible wear. LP (Lightly Played): very minor surface marks or light edge whitening not visible at arm's length. MP (Moderately Played): visible wear such as light scratching or edge wear, but still structurally sound. HP (Heavily Played): significant wear including heavy scratching, creasing or major edge damage. DMG (Damaged): severe damage such as tears, deep creases or water damage. Every listing states the condition. If you're unsure about a specific card, ask before you buy.

Question 2

Are your cards genuine and authentic?

Accepted Answer

Yes. Everything we sell is genuine TCG product, whether Pokémon, Magic: The Gathering, Dragon Ball Super or Star Wars Unlimited. We do not sell proxies, test prints or counterfeit cards of any kind. We collect and play ourselves, so this matters to us. If you ever have doubts about an item you received, contact us straight away.

Question 3

What payment methods do you accept?

Accepted Answer

We accept credit and debit card payments (Visa, Mastercard) processed securely through Yoco, South Africa's trusted payment gateway. We also accept Electronic Funds Transfer (EFT) directly into our business bank account. Banking details are provided at checkout when you select the EFT option. EFT orders are held for up to 48 hours pending payment confirmation. If payment is not received in that window, the order is released back to stock.

Question 4

How long does delivery take?

Accepted Answer

We ship exclusively through Aramex South Africa. Once your order is dispatched, estimated delivery times are: 2–4 business days for major cities (Cape Town, Johannesburg, Durban, Pretoria); 3–5 business days for other urban and suburban areas; and 5–7 business days for outlying and rural areas. These are estimates and may vary. All timeframes run from the date of dispatch, not the date of order. Allow 1 business day of processing for card payments and 1–2 business days for EFT orders.

Question 5

Do you offer free shipping?

Accepted Answer

Yes. Orders of R2,500 or more ship free nationwide via Aramex. Orders under R2,500 attract a flat-rate shipping fee of R120, regardless of the number of items in your order. The free shipping threshold is calculated on your order subtotal after any promo code discounts have been applied.

Question 6

How do I track my order?

Accepted Answer

Once your order is dispatched, you'll receive an email with your Aramex tracking number and a direct link to track your parcel on the Aramex website. You can also find your tracking details at any time by logging into your account and visiting Order History. If you haven't received a dispatch notification within 2 business days of placing a paid order, contact us and we'll look into it.

Question 7

Can I cancel my order?

Accepted Answer

Orders can be cancelled before dispatch by emailing admin@multi-verse.co.za. A 5% cancellation fee applies to cover payment processing costs. Once dispatched, orders cannot be cancelled but may be eligible for return under our Returns Policy.

Question 8

What is your returns policy?

Accepted Answer

Due to the nature of TCG products, booster packs, sealed products (once opened), singles, and graded cards are final sale. Returns are accepted within 14 days of delivery only for items that were misrepresented, incorrectly sent, or damaged in transit. Change-of-mind returns and returns of opened sealed products are not accepted. Store credit is the default resolution for eligible returns, and all eligible returns are covered by a prepaid Aramex return waybill. For full details on how to initiate a return, visit our Returns & Refunds page.

Question 9

How do pre-orders work?

Accepted Answer

Pre-orders require full payment at time of order to secure your allocation. Pre-order payments are non-refundable once confirmed. Release dates are estimates set by the manufacturers and can change. Delays are common and are not grounds for cancellation. We'll notify you of any significant delays and email you when your pre-order ships. If we cannot fulfil your pre-order due to distributor allocation, you'll receive a full refund.

Question 10

Do you buy individual cards or collections?

Accepted Answer

Yes, we actively buy singles and full collections. If you have cards you'd like to sell, email us at admin@multi-verse.co.za with a list of what you have (set name, card name, quantity, and condition if known) and we'll get back to you with a buylist offer. For larger collections, photos are helpful. We aim to respond to all buylist enquiries within 1–2 business days.

Question 11

How do promo codes work?

Accepted Answer

Enter your promo code in the "Promo Code" field at checkout before completing your payment. Valid codes will instantly apply the relevant discount to your order total. Promo codes may have expiry dates, minimum order values or product exclusions. Any conditions are communicated when the code is issued. Codes are case-sensitive and single-use unless otherwise stated. They cannot be applied retrospectively to already-completed orders.

Question 12

Do you offer international shipping?

Accepted Answer

Not at the moment. We ship within South Africa via Aramex. We know some of our community is international, and international shipping is something we want to offer as the store grows.

Question 13

What happens if my parcel is lost or damaged in transit?

Accepted Answer

If your parcel arrives damaged, photograph everything (the outer packaging and the contents) before moving anything, and contact us within 24 hours of delivery. For lost parcels, notify us if your tracking shows no movement for an unusual period of time. We will open a formal claim with Aramex on your behalf and work to get you a resolution as quickly as possible, whether that's a replacement or refund. Claims must be raised within 14 calendar days of the original dispatch date.

Question 14

Is my personal information safe with you?

Accepted Answer

Your privacy is important to us. We collect only the information necessary to process and deliver your orders. Your data is stored securely on Google Firebase, and we do not sell or share your personal information with third parties beyond what is necessary to fulfil your order (e.g. sharing your delivery address with Aramex). We are committed to complying with the Protection of Personal Information Act (POPIA). For full details, read our Privacy Policy.

Frequently Asked Questions