Fractured Identity (WHO-236) - Doctor Who

What are your store hours?

Sunday 12–7 pm, Monday to Friday 1–9 pm, and Saturday 12–9 pm (America/Toronto). Hours may change for holidays or special events.

Where is Black Rose Hobbies?

5000 Dufferin St, Unit B1, Toronto, ON M3H 5T5. Call us at 289-224-2790 or email info@blackrosehobbies.com.

Can I pick up my online order in store?

Yes. Choose local pickup at checkout and collect your order at our Toronto store once you receive a pickup-ready notice. Please bring government-issued photo identification that matches the name on the order or the cardholder. A photograph of your identification is not a substitute for the physical ID. For pickup orders of $500 CAD or more, and for first-time high-value orders, we may also ask you to present the payment card used for the purchase. If someone else is picking up for you, email us first with their full name. Regular pickup orders are held for 30 days after the pickup-ready notice. Pre-order pickup orders are held for 60 days. See our Refund policy for uncollected-order rules.

How much is shipping?

We ship only to Canada and the United States. Canada flat rates by province (CAD):

Ontario and Quebec: Tracked $15 · Untracked PWE $3 (9 g or less) · Untracked bubble mailer $5.50 (40 g or less)
Manitoba, Saskatchewan, Alberta, BC, New Brunswick, and Nova Scotia: Tracked $30 · Untracked PWE $3 · Untracked bubble mailer $5.50
Newfoundland and Labrador, PEI, Yukon, Northwest Territories, and Nunavut: Tracked $50 · Untracked PWE $3 · Untracked bubble mailer $5.50

United States: Untracked bubble mailer $7 USD · Tracked $20 USD.

Rates are flat, subject to the weight limits above. Tracked shipping is required on orders over $100 CAD, and signature on delivery is required on orders over $300 CAD. Untracked shipping is not refundable if the package is lost or damaged in transit. You are responsible for a correct and complete shipping address. US customers are responsible for any duties, brokerage fees, and import taxes. Once a package is with the carrier, a transit delay is not grounds for a refund; the lost-package process in our Shipping policy still applies. See our Shipping policy for full details.

How do pre-orders work?

Pre-order products are marked “Pre-Order” and show the release or ship date where available. Those dates can change. Payment is charged at the time of the order. You may cancel a pre-order before the official release date, subject to a 20% restocking fee. A delay in the official release date does not waive this restocking fee. Once the official release date has passed, the order follows our regular singles or sealed-product policies. Your order ships or is ready for pickup once every item in the order is available. Browse all current pre-orders. See our Refund policy for cancellation rules, restocking fees, and pickup hold times.

What tournaments do you run?

We run weekly events for Yu-Gi-Oh! (Modern and Edison), Pokémon, One Piece, Riftbound, and Beyblade X, plus special tournaments. See the event schedule to grab a ticket. Ticket cancellations incur a 10% fee, and no-shows are not refunded. If we cancel an event, we refund the ticket.

Do you buy card collections?

Yes. Learn more, including payout options and terms, on our We Buy Card Collections page. Each offer shows cash or e-transfer and store-credit amounts. Photo ID is required for every sale.

How do you grade the condition of singles?

Every single is listed with its condition. Photos are often stock or representative images; rely on the listed grade. See our Card Condition Guide for what each grade means.

What is your refund policy?

Please review our Refund policy before ordering. You will be asked to accept it in your cart. Singles and sealed TCG collectibles are generally final sale, with exceptions if we made an error or an item arrives damaged or incorrect. Once a singles order is placed, you may not cancel it, except that a pre-order of singles may still be cancelled before the official release date, subject to the 20% restocking fee. We may still cancel a singles order and refund you if we cannot fulfill it or if we made an error. Blind boxes and other randomized items are final sale once they have been shipped or picked up, except if we sent the wrong item or it arrived damaged. Minor factory shrink-wrap issues that do not break the seal or affect the contents are not grounds for a refund or replacement. Report damage, missing, or incorrect items within 7 days of delivery or pickup, with photos. Claims on shipped orders over $300 CAD also require a continuous unboxing video that shows the sealed package and shipping label before the package is opened. For local pickup, please inspect the order with a staff member before you leave. Sleeves, deck boxes, playmats, binders, and storage may be returned within 30 days, subject to a 20% restocking fee, if unused and in original packaging.

How do I use my store credit?

Store credit is held on your Black Rose Hobbies customer account and never expires.

Make sure the credit was issued to your email address (the same address we used when we added the credit).
Sign in to your account on blackrosehobbies.com before you check out, using the account icon at the top of the site. Guest checkout cannot apply store credit.
Add items to your cart and go to checkout.
In the payment section, apply your store credit balance to the order.
If the order total is higher than your credit, pay the remaining amount with another payment method on the account.

You can see your balance when you are signed in to your customer account.

Store credit is not transferable and is not redeemable for cash except where the law requires it. If you have trouble applying credit, email info@blackrosehobbies.com with the email on the account and we will help.

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