In The Game : Customer Service

Update

Dear Collectors;

It is our goal to have the best Customer Service in the hobby and everyone on our staff works very hard to fulfill that goal. Although our stated Customer Service Turn-Around time is 6-8 weeks, we strive to get replacement cards back much sooner than that.

For that reason, we are no longer able to respond to customer emails asking us the status of their replacement cards unless the allotted 8 weeks has past.

We have been spending a great deal of time lately searching through Customer Service records and responding to collectors who have sent in their damaged cards less than the allotted 8 weeks. This takes precious time away from working on your replacements.

As of October 1, 2005, we will not respond to any emails sent to us asking for the status of replacements unless the replacement has taken longer than 8 weeks. In this way, we are will able to focus on replacing your cards and hopefully being able to do so much faster.

We hope our collectors understand.

Dr. Brian H. Price
President
In The Game, Inc.

In The Game, Inc's Customer Service Policy

In the Game, Inc. strives to ensure all customers are satisfied with our products. If any of our cards is damaged in packaging, we encourage you to contact our Customer Service Department. Contact information for both our U.S. and Canadian based offices is included below.

Many of our products have promptly sold out after their release. We understand, however, that unopened packs, boxes, and even cases of our brands will regularly trade on the secondary market for weeks, months and even years after their initial release date. In light of this, our policy is to address all customer service requests for a product up to 24 months after its initial release date.

Please understand that once products are on the market for more than 24 months, it becomes extremely difficult to efficiently maintain replacement inventory. Also, older unopened product is increasingly subjected to damage and wear due to excessive handling.

The following In The Game products were released less than 24 months ago and remain eligible for customer service all other In The Game products are NOT. Customer service expiry dates are indicated next to each brand.

2006-07 In The Game-Used International Ice Signature Series - October 17, 2008
06-07 Phenoms Super Box - November 8, 2008
06-07 Going For Gold: Womens National Team - November 13, 2008
06-07 Heroes and Prospects - November 30, 2008
06-07 Between the Pipes - March 22, 2009
06-07 Heroes and Prospects Update Set - April 13, 2009
06-07 Going For Gold : World Junior Championships - May 1, 2009
06-07 Ultimate Memorabilia - 7th Edition - June 19, 2009
07-08 O Canada! - October 18, 2009
07-08 Heroes and Prospects - December 13, 2009
07-08 Between the Pipes - March 6, 2010

It is our policy to replace cards that show evidence of factory damage as they come out of a pack. It is essential that our customers receive what they have paid for. However, we cannot be responsible for replacing cards that show minor signs of wear, or cards that are purchased after they have been removed from a pack. We will replace what we are responsible for but we cannot provide an upgrading service. We do not guarantee perfectly MINT cards; no one in this industry does.

Autograph Card Redemptions

With regard to redemption cards that were inserted in packs because we were unable to acquire a player's autograph or game-used memorabilia in time for the packaging process, we wish to announce the following.

After January 1, 2005, we can only honor redemption cards from products released within the previous 24 months. This 24-month period is the longest in the industry for such redemption cards. We understand collectors should have every opportunity to receive what was originally promised in the packs. However, maintaining inventory of such cards is impossible for us to do. We are convinced that a 24-month period is more than enough time for collectors to take advantage of such an offer.

Please note that all autograph redemption cards must be sent to our Canadian Customer Service address as indicated below as this is the only place these cards will be kept. Cards sent to the U.S. Customer Service office will have to be forwarded to Canada and this will cause additional delays. At the time of your autograph card redemption should we no longer have a card of the player you wish to redeem we will do our best to offer you a suitable substitute card.

Memorabilia Card Replacements

Before sending in a damaged memorabilia card, please e-mail us at info@itgtradingcards.com. Tell us which card you have that is damaged and what the damage is on your card, then wait for us to reply. We will send you an e-mail, which MUST be sent in with your damaged card. This allows us to determine if we have a replacement card for you. If you have a card with a multiple-color memorabilia piece, we CANNOT guarantee that we will have an identical replacement card for you. We will send you the best card we have available in our Customer Service Department.

Sequentially Numbered Cards

We are no longer able to have these cards numbered by machine. We will replace your card for you but the replacement card will be HAND NUMBERED. It is imperative that you are aware of this before sending in your card since once a replacement card is sent, your original damaged card is destroyed.

Show Redemption Cards

We CANNOT offer customer service on any of our show redemption cards. There are NO replacements available. Any cards that are received damaged at a show redemption should have been exchanged for another card at the show.

Also note that all cards must be sent by mail or courier. ABSOLUTELY NO PERSONAL DELIVERIES WILL BE ACCEPTED AT OUR OFFICES OR AT TRADE SHOWS.

We wish to emphasize we will do everything possible to maintain a happy customer base. We encourage you to contact us with your questions and concerns regardless of the circumstances. Our aim is for all our customers to be satisfied with our products and our customer service. To ensure efficient service, please neatly print your name, full address, phone number and e-mail address on a separate piece of paper and include it inside each envelope or package you send. This permits us to handle all questions and requests in the minimum amount of time.

All customer service inquiries should be directed to us by e-mail at info@itgtradingcards.com or by regular mail to:

Canada: In The Game, Inc.; Customer Service; 135 West Beaver Creek Road Box #604; Richmond Hill; ON; L4B 1C0

United States: In The Game, Inc.; P.O. Box 697; Medford; NJ; 08055

Expected waiting period

The normal waiting period for customer service requests is six to eight weeks from the time of receipt.

We also encourage collectors NOT to inquire about the status of your customer service cards if the elapsed period of time is within our stated window. Such requests require extra attention from our staff and hinder the efficiency we strive for. There is no guarantee that your e-mail will be replied to.

Please note that there are no cards kept on site at either the Canadian or American addresses.

Thank you for your patience, understanding, and your continued support of our products.