Refund and Return Policy
Orders through TCGplayer Direct
Every order you place through TCGplayer Direct is fully protected by our Happiness Guarantee. That means 100% coverage in case anything goes wrong. Contact our Customer Service Team at email@example.com if you have any questions or issues with your order.
Making adjustments or canceling your order before it has shipped
If you need a change made to your order you should contact the seller as soon as possible after placing the order to try to have them adjust or cancel it before the order has shipped. Usually there is at least a 12-hour window after the order is placed to try to adjust some items, ask to combine shipping costs from multiple orders to the same seller or to cancel your order in its entirety. However, there is no guarantee that you will be able to reach the seller before the order has shipped.
Refunding delivered sealed products
If you would like to return any factory-sealed merchandise after receiving it, for any reason, simply contact the seller within 48 hours of receipt. Once you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price, less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise. However, if an item was sent to you sealed (for example, a sealed starter deck) and you opened the item, that item cannot be returned. There are no exceptions to this policy.
Refunding delivered singles
Due to the volatile nature of the singles market, our sellers do not accept returns on single cards. However, there are two exceptions to this policy.
1) If you are not satisfied with the condition of any single cards you have received, simply contact the seller within 48 hours of receipt. The seller will either issue you a partial refund or ask that you return the item for a replacement or full refund. If the condition of the card is in question or the item has been damaged in transit and the seller requests it to be returned, it is the seller’s responsibility to supply the buyer with a pre-paid method of return for the merchandise which includes envelope, return address, and postage. Once the seller receives the returned merchandise (in the same condition it was sent) they will either exchange the item(s) or provide a full refund depending on your preference.
2) All orders are checked for accuracy before being shipped, but it is still possible for mistakes to happen. If you have accidentally received item(s) that you did not order or items you ordered are missing, simply contact the seller within 48 hours of receipt. It is the seller’s responsibility to supply the buyer with a pre-paid method of return for the merchandise (which includes envelope, return address, and postage) or to reship any missing items. Once the seller receives the returned merchandise, in the same condition it was sent, they will issue you a full refund.
It’s essential that the cards you’re receiving through the TCGplayer Marketplace are genuine. As players and collectors ourselves, we want everyone to enjoy their favorite games without worry. You are always 100% protected by our Buyer Safeguard. When you work with our customer service team, we’ll ensure you receive a full refund for any counterfeit cards.
If you feel you may have received a counterfeit card from an order through TCGplayer, contact our dedicated customer service team right away at firstname.lastname@example.org to report it. When messaging our team, make sure to provide us with the order details for the suspected counterfeit. We’ll send you a prepaid mailer that you can use to send the item to TCGplayer HQ. Our expert team will review the card to determine if it is indeed counterfeit through a series of tests. If it is a counterfeit, we’ll work directly with the seller to resolve this issue.
Refunding Bulk Lots
If the Bulk Lot you received matches the photos, title and description shown by the seller on the TCGplayer Marketplace, the seller does not have to accept returns on those products. Keep in mind that many Bulk Lots offered by sellers on the TCGplayer Marketplace will be randomized so there’s no guarantee on what you will receive.
However, you will still want to contact the seller as some may choose to approve a refund. If you are given approval for the return, return the merchandise in the same condition it was sent, and they will refund your purchase price, less the shipping charges. If the return is being made due to a mistake on the seller’s part, the seller is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise.
If the condition of the cards you received does not match the product description created by the seller or you received different or fewer items than the seller advertised in their Bulk Lots product description, it is the responsibility of the seller to provide the correct items. If the seller cannot provide the items advertised, they will need to work with you to resolve the order issue. This can include a return of all of the items for a full refund once the seller receives them or a partial refund for the missing items. Contact the seller within 48 hours of receipt. If they do not get back to you, you’re welcome to escalate the issue to our Customer Service Team.
Escalated issue with a seller
At TCGplayer you can shop knowing that you are protected from any issue where your order has not arrived or is not as described. Please see our TCGplayer Buyer Safeguard for further details. If during the course of your communication with the Seller you feel that you would like TCGplayer to be involved in helping resolve the issue, you can send an email to our Customer Service Team. We will make every effort to ensure you are satisfied with your shopping experience. TCGplayer customer service has the final say on all refunds and exchanges.