Shipping policy
Shipping & Local Pickup Policy
Last Updated: May 27, 2026
This Shipping & Local Pickup Policy explains how Power Up Gaming handles order processing, shipping, tracking, delivery issues, local pickup, shipping discounts, damaged packages, lost packages, address mistakes, and abandoned pickup orders.
This policy applies to online orders placed through Power Up Gaming’s website, local pickup orders, and any shipped orders handled by Power Up Gaming.
Business Information
Power Up Gaming
Kevin Wells operating as Power Up Gaming
490 Mapleview Drive West, Unit 5
Barrie, Ontario
L4N 6C3
Canada
Email: info@powerupgaming.ca
Phone: 705-503-4263
Shipping Area
Power Up Gaming currently ships within Canada.
U.S. shipping is expected to return in the future once checkout, carrier, customs, duties, and compliance requirements are properly configured.
Shipping availability may change at any time based on carrier service, legal requirements, customs requirements, technical limitations, order type, product restrictions, destination, or other business considerations.
Shipping Carriers
Power Up Gaming may ship orders using Canada Post, UPS, Purolator, or other carriers as needed.
The carrier used for an order may depend on the shipping method selected, destination, package size, package weight, service availability, PO Box requirements, carrier delays, shipping cost, product type, and other operational factors.
Power Up Gaming reserves the right to choose or change the carrier used for an order where appropriate.
Order Processing Time
Most in-stock shipped orders are processed within 1 to 3 business days.
Business days do not include Sundays, Canadian statutory holidays, or days when carriers are unavailable.
Processing times may be longer during sales, holidays, high-volume periods, severe weather, carrier disruptions, inventory issues, payment review, fraud review, staff shortages, technical issues, or other circumstances beyond our reasonable control.
Processing time is separate from carrier transit time. Transit time begins after the order has been picked up by the carrier or dropped off with the carrier.
Tracking
All shipped orders include tracking.
Once your order has been shipped, tracking information will be provided by email or through your customer account where available.
Tracking updates may take time to appear after a shipping label has been created. A tracking number does not always mean the carrier has scanned or received the package yet.
Shipping Rates
Shipping rates are calculated and displayed at checkout where available.
Rates may depend on order value, destination, package size, package weight, carrier rates, service selected, remote delivery area, insurance or coverage, signature requirements, and other shipping factors.
Power Up Gaming may offer automatic shipping discounts or credits based on order value or promotional rules. For current shipping discount information, please review our Shipping Discounts page.
Shipping Discounts
Shipping discounts or credits may be available on eligible orders based on order value.
Shipping discounts may not make shipping free in every situation, especially for heavy, oversized, remote, high-value, or unusually expensive shipments.
Shipping discounts apply only where shown at checkout or where specifically offered by Power Up Gaming.
Shipping discounts, thresholds, eligible services, exclusions, and promotional terms may change at any time.
Heavy, Oversized, Remote, or Misquoted Shipments
Some orders may be unusually heavy, oversized, fragile, valuable, difficult to pack, remote, or expensive to ship.
If a shipping rate is unavailable, incorrect, severely underquoted, or unsuitable for the order, Power Up Gaming may contact the customer before shipping.
In these situations, Power Up Gaming may:
- Request additional shipping payment;
- Offer a different shipping method;
- Split the order into multiple shipments;
- Cancel the affected item or order;
- Issue a refund or store credit where appropriate;
- Work with the customer to find a reasonable solution.
Power Up Gaming is not required to ship an order at an obviously incorrect, unavailable, or severely underquoted shipping rate.
PO Boxes
Some carriers cannot deliver to PO Boxes.
If a customer provides a PO Box address, Canada Post may be required. If Canada Post service is unavailable, unsuitable, suspended, or affected by disruption, we may contact the customer for an alternate shipping address.
Orders requiring delivery to a PO Box may be delayed if the selected carrier cannot complete delivery.
Signature Confirmation
Power Up Gaming may require signature confirmation for certain shipments.
Signature confirmation may be required for:
- High-value orders;
- Console orders;
- Rare or collectible items;
- Fraud-flagged orders;
- Replacement shipments;
- Orders with address, payment, or delivery concerns;
- Any order where Power Up Gaming considers signature confirmation appropriate.
If signature confirmation is required, the customer is responsible for being available to receive the package or for following the carrier’s pickup or redelivery instructions.
Carrier Coverage and Insurance
Power Up Gaming may purchase carrier coverage, declared value, or shipping insurance where available and appropriate.
Coverage may depend on the carrier, shipping method, destination, product type, order value, packaging requirements, and carrier rules.
Carrier coverage or insurance is subject to the carrier’s terms, exclusions, claim limits, investigation process, documentation requirements, and decision-making.
Carrier coverage does not guarantee immediate replacement, refund, claim approval, or full reimbursement.
Customers may be required to provide photos, statements, packaging, damaged items, or other information needed for a carrier claim.
Address Accuracy
Customers are responsible for entering a complete, accurate, and deliverable shipping address at checkout.
Power Up Gaming is not responsible for delays, failed delivery, misdelivery, returned packages, lost packages, additional shipping costs, or carrier issues caused by an incorrect, incomplete, outdated, undeliverable, or customer-entered address error.
If a package is returned to Power Up Gaming because of an address issue, refusal, failure to pick up from the carrier, or failed delivery attempt, the customer may be responsible for additional shipping costs before the order can be resent.
If the customer no longer wants the order after it is returned because of an address or delivery issue, the order may be handled under our Refund, Return & Warranty Policy.
Changing a Shipping Address
If you need to change your shipping address after placing an order, contact us immediately at info@powerupgaming.ca.
Address changes are not guaranteed.
Once an order has been processed, packed, labelled, shipped, or transferred to the carrier, we may not be able to change the address.
For fraud prevention reasons, Power Up Gaming may refuse to change the shipping address on certain orders and may instead cancel or refund the order where appropriate.
Delivery Estimates
Delivery estimates are not guarantees.
Carrier transit times may be affected by weather, holidays, customs, carrier delays, labour disruptions, road conditions, high shipping volume, remote destinations, incorrect addresses, failed delivery attempts, payment review, fraud review, or other circumstances beyond Power Up Gaming’s control.
Power Up Gaming is not responsible for carrier delays once a package has been shipped.
Lost, Missing, or Delayed Packages
If tracking shows that a package is delayed, missing, stuck in transit, or not updating, contact us at info@powerupgaming.ca.
Power Up Gaming will review the tracking information and assist where reasonably possible.
Depending on the situation, Power Up Gaming may:
- Ask the customer to wait for further tracking updates;
- Contact the carrier;
- Open a carrier investigation;
- Request additional information from the customer;
- Assist with a carrier claim where appropriate;
- Determine the appropriate resolution after the carrier review is complete.
Carrier investigations and claims can take time. Power Up Gaming is not required to issue an immediate refund or replacement while a package is still in transit, under investigation, delayed by the carrier, or pending a carrier decision.
Packages Marked Delivered
If tracking shows that a package was delivered to the shipping address provided at checkout, Power Up Gaming considers the package delivered.
Power Up Gaming is not responsible for theft, loss, misplacement, building access issues, porch piracy, household member collection, neighbour collection, concierge handling, apartment mailroom issues, community mailbox issues, or other issues that occur after the carrier marks the package as delivered to the address provided.
If a package is marked delivered but cannot be located, the customer should:
- Check all entrances, porches, mailboxes, parcel lockers, community mailboxes, garages, and safe drop areas;
- Check with household members, neighbours, building staff, concierge, front desk, mailroom, or property management;
- Review any delivery photos or carrier delivery details if available;
- Contact the carrier promptly;
- Contact Power Up Gaming so we can assist where reasonably possible.
Power Up Gaming may help with a carrier investigation where possible, but confirmed delivery to the address provided at checkout may limit or eliminate available remedies.
For high-value or sensitive shipments, Power Up Gaming may use signature confirmation or other delivery controls at our discretion.
Damaged Packages
If your package arrives damaged, contact Power Up Gaming as soon as possible at info@powerupgaming.ca.
Please include:
- Your order number;
- Photos of the outside of the shipping box or mailer;
- Photos of the damaged item;
- Photos of the packing materials;
- A clear description of the damage.
Please keep the item, packaging, shipping box, mailer, packing materials, and labels until the issue has been reviewed.
Shipping carriers may require photos, packaging, inspection, or other documentation before a damage claim can be reviewed.
Power Up Gaming will review the situation and determine the appropriate next steps based on the order, product, damage, carrier, coverage, and applicable policy.
Refused, Unclaimed, or Returned Shipments
If a package is refused, unclaimed, returned to sender, or not picked up from the carrier, the customer may be responsible for shipping costs, return shipping costs, reshipping costs, and any carrier fees.
Once the package is returned to Power Up Gaming, we will review the order and contact the customer where appropriate.
If the customer wants the order reshipped, additional shipping payment may be required.
If the customer does not want the order reshipped, the order may be handled under our Refund, Return & Warranty Policy.
Split Shipments
Power Up Gaming may split an order into multiple shipments where appropriate.
Split shipments may be used for large orders, fragile items, heavy items, warehouse organization, product protection, carrier requirements, or operational reasons.
If an order is split into multiple shipments, each shipment may receive separate tracking information.
Preorders, Backorders, and Special Orders
If Power Up Gaming offers preorders, backorders, special orders, or similar products, shipping timelines may vary.
Orders containing preorder, backorder, or special order items may be held until all items are available, or they may be split into multiple shipments at Power Up Gaming’s discretion.
Estimated release dates, restock dates, or arrival dates are not guaranteed unless specifically stated.
Local Pickup
Local pickup may be available from our Barrie retail store.
Pickup orders are usually ready within 2 business hours during regular business hours, but customers must wait for the ready-for-pickup email before coming to the store.
During busy periods, sales, staffing limitations, inventory issues, technical issues, or other operational delays, pickup orders may take longer to prepare.
Coming to the store before receiving the ready-for-pickup email may result in delays or the order not being ready.
Pickup Location
Pickup orders are collected from:
Power Up Gaming
490 Mapleview Drive West, Unit 5
Barrie, Ontario
L4N 6C3
Canada
Please check our Contact page or website footer for current store hours before visiting.
Pickup Verification
Power Up Gaming may require verification before releasing a pickup order.
Customers may be asked to provide:
- Order confirmation;
- Order number;
- Customer name;
- Photo identification;
- The original payment method;
- Additional verification for high-value, fraud-flagged, unusual, or sensitive orders.
Power Up Gaming may refuse to release a pickup order if we cannot reasonably verify that the person collecting the order is authorized to receive it.
Someone Else Picking Up Your Order
If someone else will be picking up your order, please contact Power Up Gaming before pickup.
We may require the name of the authorized pickup person, order confirmation, identification, or other verification before releasing the order.
Power Up Gaming may refuse pickup by another person if we cannot reasonably verify authorization.
Abandoned Pickup Orders
Once the ready-for-pickup email has been sent, the order is considered ready and available for collection.
If a pickup order is not collected within 60 calendar days after the ready-for-pickup email is sent, Power Up Gaming may consider the order abandoned.
Before an order is considered abandoned, Power Up Gaming will make reasonable efforts to contact the customer using the contact information provided at checkout.
If the customer does not pick up the order or contact us to make alternate arrangements before the deadline, Power Up Gaming may:
- Cancel the order;
- Return the item or items to available inventory;
- Issue Power Up Gaming store credit for the eligible amount paid.
Store credit does not expire, has no cash value, and may be used toward a future purchase from Power Up Gaming.
No Holds or Reservations
Power Up Gaming does not place items on hold.
Our inventory is live, and many products are one-of-a-kind. An item is not reserved until checkout is completed and the order is successfully placed.
Adding an item to your cart, contacting us about an item, asking whether an item is available, or selecting local pickup does not reserve the item until the order is successfully completed.
Order Cancellations Before Shipping
If you need to cancel an order, contact us as soon as possible at info@powerupgaming.ca.
Cancellation is not guaranteed.
If an order has already been processed, packed, labelled, prepared for pickup, or shipped, it may not be possible to cancel the order.
Order cancellations may be subject to the terms in our Refund, Return & Warranty Policy.
Shipping Restrictions
Power Up Gaming may refuse or cancel shipment of an order where shipping is unavailable, unlawful, impractical, unusually risky, too expensive, affected by carrier restrictions, affected by customs or compliance issues, or otherwise unsuitable.
Some products may be restricted by destination, carrier, product type, size, weight, value, age restrictions, or legal requirements.
If we cannot ship an order, we will contact the customer where appropriate and determine the next steps.
Returns and Warranty
Shipping-related return questions, defective items, warranty claims, buyer’s remorse returns, damaged packages, and related issues may also be governed by our Refund, Return & Warranty Policy.
Please contact Power Up Gaming before sending any item back.
Policy Abuse
Power Up Gaming reserves the right to refuse, limit, investigate, cancel, or restrict orders where we believe there is fraud, chargeback abuse, false non-delivery claims, repeated delivery issues, address abuse, misuse of shipping policies, product swapping, suspicious activity, or other policy abuse.
We may refuse future orders, require signature confirmation, restrict shipping options, limit payment methods, cancel orders, or take other reasonable steps where abuse or risk is suspected.
Contact Us
Questions about shipping, tracking, delivery, damaged packages, missing packages, local pickup, or abandoned pickup orders may be sent to:
Power Up Gaming
490 Mapleview Drive West, Unit 5
Barrie, Ontario
L4N 6C3
Canada
Email: info@powerupgaming.ca
Phone: 705-503-4263
Additional helpful pages: