Return Policy

Section 1: General Returns & In-Person Retail Orders

1.1 Non-Trading Card Merchandise:

Unopened accessories, hobby supplies; such as sleeves and top loaders, dice and apparel may be returned within fourteen (14) days of the original purchase date. To be eligible for a return, the item must be accompanied by a valid receipt or digital order confirmation, remain entirely in its original shrink wrap, and be free of any cosmetic damage or signs of wear. Approved returns for general merchandise will be refunded in the form of Store Credit. If Store Credit is declined, a refund to the original payment method may be subject to a 5% payment processing fee. Clearance items and open-box items are strictly final sale.

1.2 Trading Card Game (TCG) Products:

Due to the volatile nature of the trading card market and the potential for product tampering, all sales of TCG sealed products and single cards are final. We do not accept returns, exchanges, or refund requests for any TCG products under any circumstances. This includes, but is not limited to: booster packs, booster boxes, pre-constructed decks, elite trainer boxes, and individual single cards. Price fluctuations, market bans, buyer's remorse, or subjective disagreements over card condition after the transaction is completed will not be accommodated. By completing your purchase at the counter or through our online checkout, you explicitly accept these terms.

Section 2: Buy Online, Pickup In-Store (BOPIS)

2.1 Holding Periods and Abandonment:

Orders placed online for in-store pickup will be staged and held for a maximum of thirty (30) calendar days from the date you receive the "Ready for Pickup" notification (or 30 days from the official release date for pre-ordered items). We cannot act as a long-term storage facility for purchased inventory.

Failure to retrieve your order within this 30-day window will result in the order being classified as Abandoned. Abandoned orders will be automatically cancelled, the inventory will be returned to the sales floor, and the customer will be issued a refund strictly in the form of Store Credit, minus a 10% restocking fee.

2.2 Verification of Identity:

To protect against fraudulent chargebacks, you must present a valid, government-issued photo ID that exactly matches the billing name on the online order when picking up your items. We will not release high-value TCG merchandise to third-party individuals without prior written authorization.

Section 3: Shipped Orders

3.1 Transit Liability:

Once an order has been securely packaged, handed over to the courier (USPS, UPS, FedEx), and scanned into their tracking system, the liability for that package transfers to the courier and the buyer. We are not responsible for packages that are marked as "Delivered" by the courier but cannot be located, nor are we responsible for packages lost in transit. Customers must utilize the courier's insurance claim process for lost packages. If a package is returned to us due to an incorrect address provided at checkout, or due to package refusal, shipping charges will not be refunded, and a 15% restocking fee will be applied to the order balance before Store Credit is issued.

3.2 Damage Claims:

If an item arrives significantly damaged or incorrect due to a merchant error, you must contact our support team within forty-eight (48) hours of the delivery date indicated by the tracking number. We will require photographic evidence of the shipping box and the damaged product.

Note on Cosmetic Damage: Minor cosmetic imperfections to the outer shrink wrap, cardboard retail packaging, or display boxes are considered normal transit wear and are not eligible for refunds or replacements, provided the core game components (the cards) remain undamaged.

Section 4: Pre-Order Policy

4.1 Payment and Fulfillment:

Payment for all pre-orders is collected in full at the time the order is placed to secure your allocation. If your cart contains both in-stock items and pre-order items, the entire order will be held and shipped together on the release date of the pre-order item. If you require in-stock items immediately, you must place a separate order.

4.2 Pre-Order Cancellations and Fees:

We understand that financial circumstances change. Pre-orders may be cancelled upon request up to fourteen (14) days prior to the manufacturer's official release date. However, all pre-order cancellations requested within the fourteen (14) days prior to the manufacturer's official release date refunded to the original payment method will incur a 10% cancellation fee. This fee covers the non-refundable payment processing charges we incur the moment your order is placed.

Fee Waiver: The 10% cancellation fee will be completely waived if you elect to receive your refund in the form of Store Credit.

4.3 Allocation Shortages:

In the rare event that the manufacturer or our distributors heavily allocate or cut our expected supply, pre-orders will be fulfilled chronologically based on the exact time the order was placed. If we are forced to cancel your order due to supply shortages, you will receive a 100% full refund to your original payment method with zero processing fees deducted. We reserve the right to cancel multiple orders placed by a single user to bypass product limits; such cancellations will incur the standard 10% fee.

Section 5: Event Entry and Ticketing Policies

5.1 Advance Cancellations and Refunds:

If you purchase a ticket for an in-store event but can no longer attend, you must request a cancellation in writing (via email or our contact form) no less than twenty-four (24) hours before the event's scheduled start time. Cancellations requested outside of this 24-hour window will be refunded minus a 5% processing fee, or fully refunded as Store Credit. Tickets cannot be directly transferred or postponed to a different event.

5.2 Late Arrivals and No-Shows (Automatic Cancellation):

For events with capped attendance (such as Prereleases or highly competitive tournaments), your registration will be automatically cancelled if you are not physically present at the exact start time of the event. This policy is strictly enforced to ensure events fire on time and to allow players on the waitlist to participate. No-shows will not receive a refund.

5.3 Promotional Product Distribution:

Event tickets are an admission fee for the experience of organized play; they are not a purchase of physical goods. Purchasing a ticket does not guarantee the receipt of event-exclusive promotional cards, packs, or digital codes. To receive any event-specific promotional materials, you must be physically present and actively participate in a minimum of two (2) full rounds of the event. If you drop out before the conclusion of the second round, or fail to show up entirely, you forfeit all promotional items. We will not dispense promotional items to non-attendees under any circumstances.

5.4 Software Prerequisites:

Many of our events require proprietary tournament software for pairing and reporting. By purchasing an event ticket, you acknowledge that you possess the required tournament accounts (e.g., a valid Wizards Account/Companion App, a Play! Pokémon ID). Failure to provide this information or utilize the required app at the registration counter will result in the forfeiture of your ticket without a refund, as you cannot be legally entered into the tournament.

5.5 Code of Conduct:

Event entry is a revocable license. We reserve the right to refuse service, cancel a ticket, or remove any player from the venue for aggressive behavior, poor sportsmanship, hygiene violations, or non-compliance with store policies. Removals for conduct violations will not receive a refund.