We want you to be happy with every order. If something isn’t right, our return process is straightforward: a 30-day return window, clear eligibility rules, and refunds issued promptly once your return is approved. Read on for the full details.

30-Day Eligibility Window

You have 30 days from the delivery date to request a return. To be eligible, items must be unused and in the same condition you received them, with all original packaging and accessories included. After 30 days, we can only accept returns for damaged or incorrect items — see below.

Sealed Products Must Remain Factory-Sealed

Factory-sealed Pokémon TCG product (booster boxes, Elite Trainer Boxes, booster packs, tins, collection boxes) can only be returned if it is still factory-sealed in its original, unopened condition — shrink wrap intact, no tears, dents, or crushed corners beyond normal shelf wear.

Once a sealed product has been opened, it cannot be returned — except if it arrived damaged or we sent you the wrong item (see “Damaged or Incorrect Items” below). This protects the integrity of sealed product for every collector.

Condition Requirements

  • Singles: must be returned in the same condition as listed — still in the penny sleeve and top loader we shipped them in. Cards that have been played with, bent, or removed from protection may be rejected or subject to a restocking fee.
  • Graded cards: slabs must be intact with no cracks, scratches, or tampering; the certification label must be legible.
  • Accessories (sleeves, deck boxes, binders, playmats): must be unopened and in original packaging.
  • All returns must include everything that came in the original shipment.

How to Start a Return

Starting a return is easy:

  • Email hello@example.com with the subject “Return Request”.
  • Include your order number and the item(s) you want to return.
  • Attach clear photos showing the item’s current condition — including seals, packaging, and any damage.
  • Tell us the reason for the return.

We’ll respond within 1–2 business days with return authorization and instructions. Please don’t ship anything back until we’ve authorized your return.

Return Shipping

Return shipping is paid by the buyer unless the return is due to our error (wrong item sent, damaged in transit, or item not as described) — in those cases, we email you a prepaid return label.

Pack your return as carefully as we packed your order: singles in sleeves and top loaders inside a rigid mailer; sealed product padded so it can’t shift. We recommend a tracked service — you’re responsible for the return until it reaches us.

Inspection Process

Once your return arrives, we inspect it within 2–3 business days to verify condition and eligibility. You’ll receive an email with the outcome:

  • Approved: your refund is issued (see timelines below).
  • Rejected: if the item doesn’t meet our condition requirements (e.g., opened sealed product, played-with singles), we’ll explain why and ship the item back to you at your expense — or you can choose to have it discarded.

Refund Timelines

  • Card payments: refunds are issued to your original payment method within 5–10 business days of approval. Your bank may take additional days to post it.
  • Crypto payments (BTC, ETH, USDT): refunds are sent to your original sending wallet within 5 business days of approval. Because of network volatility, the refund equals the USD value of your original order at the time of purchase. Double-check that you still control the sending wallet — we can only refund to the address the payment came from.

Shipping charges are non-refundable unless the return is due to our error.

Non-Returnable Items

  • Opened sealed product (booster boxes, packs, ETBs, tins) — unless damaged on arrival or incorrect.
  • Gift cards or store credit (where offered).
  • Items marked “Final Sale” or “As-Is” in their listing.
  • Any item returned more than 30 days after delivery (except damaged/incorrect items reported within 7 days).

Damaged or Incorrect Items

If your order arrives damaged or we sent the wrong item, report it within 7 days of delivery:

  • Email hello@example.com with your order number and clear photos of the damage or the incorrect item, including the packaging.
  • Keep all packaging until the claim is resolved.
  • We’ll send a prepaid return label and, once we receive the item (or sometimes from photos alone), we’ll ship a replacement or issue a full refund — your choice, subject to availability.

Chargebacks

If you file a chargeback with your card issuer instead of contacting us first, your return eligibility is paused while the dispute is investigated, and your account may be restricted from future purchases. We strongly encourage you to reach out — nearly every issue can be resolved faster and more favorably through our support team at hello@example.com or (305) 555-0100.

Questions?

Email hello@example.com or call (305) 555-0100, Monday–Saturday, 9am–6pm ET. Also see our FAQ and Shipping Policy.