Last updated: November 1, 2026
We want you to be happy with every order from Double Collectables. This policy explains what you can return, how long you have and how refunds work. If anything goes wrong with your order, email us at sales@doublecollectables.com and we will put it right.
At a glance
| What you bought | Can it be returned? | Time limit |
|---|---|---|
| Unopened sealed product (booster boxes, bundles, Elite Trainer Boxes, decks, tins, collections) | Yes, with the factory seal intact | 30 days from delivery |
| Opened product, and loose booster packs (opened or not) | No, unless it arrived damaged or was the wrong item | Report problems within 7 days |
| Single cards and graded cards | Only if not as described, damaged in transit or the wrong item | 7 days from delivery |
| Damaged, wrong or missing items | Yes, replacement or refund at our cost | 7 days from delivery |
| Pre-orders | Cancel any time before it ships for a full refund | Until it ships |
Returning sealed product
You can return unopened sealed product within 30 days of delivery. To be eligible:
- The factory seal and shrink wrap must be intact, with no signs of opening or tampering
- The item must be in the same condition you received it in
- It must be packed securely, the way you would want it shipped to you
We inspect every return. If an item has been opened, resealed, tampered with or damaged after delivery, we can’t accept it and will send it back to you.
Because trading card products can be searched or tampered with once opened, opened products and loose booster packs are final sale.
Single cards and graded cards
We describe the condition of every single card as accurately as we can. If a card you receive doesn’t match its listing, arrives damaged or isn’t the card you ordered, tell us within 7 days of delivery and we’ll send a replacement (if we have one) or give you a full refund, including shipping. Please return cards in the same sleeve and top loader we shipped them in.
For graded cards, the slab must be intact and unaltered. The grade is the grading company’s own assessment, so we can’t accept returns because you disagree with a grade or receive a different grade after resubmitting a card.
Single and graded cards that match their description can’t be returned for a change of mind.
Damaged, wrong or missing items
If your order arrives damaged, contains the wrong item or is missing something, email us within 7 days of delivery with:
- Your order number
- Photos of the item, the packaging and the shipping label
- A short description of the problem
We’ll send a replacement or give you a full refund, and we’ll cover any return shipping. Please keep all packaging until your claim is settled, as the carrier may ask to see it.
Lost or delayed packages
If your tracking hasn’t updated for several days, or it shows your package as delivered but you can’t find it, check with neighbours and your local post office, then email us with your order number. We’ll work with the carrier to find your package or open a claim. If the carrier confirms it’s lost, we’ll send a replacement or give you a full refund.
Pre-orders
- You can cancel a pre-order at any time before it ships for a full refund.
- Release dates are set by the publisher and can change. We’ll keep you updated if a release is delayed.
- Publishers sometimes reduce the stock allocated to stores. If we can’t fill all or part of your pre-order, we’ll tell you and fully refund the part we can’t fill.
- Once a pre-order ships, our normal rules for sealed product apply.
Cancelling an order
To cancel an order that hasn’t shipped yet, email us as soon as possible with your order number. If it hasn’t shipped, we’ll cancel it and refund you in full. Once an order has shipped it can’t be cancelled, but you can return eligible items under this policy.
How to start a return
- Email sales@doublecollectables.com within the time limit, with your order number, the items you want to return and why.
- We’ll reply with return instructions and the address to send them to. Please don’t send items back without contacting us first, as we can’t accept returns we haven’t approved.
- Pack the items securely and send them with a tracked service. Keep your tracking number until your refund is complete.
Return shipping costs
- Change-of-mind returns (unopened sealed product): you pay for return shipping, and the original shipping charge isn’t refunded.
- Our mistake (damaged, wrong, missing or not as described): we pay for return shipping and also refund your original shipping.
We recommend a tracked and insured service for returns, because we can’t refund items that never reach us.
Refunds
Once we receive and inspect your return, we’ll email you to let you know whether your refund is approved. Approved refunds go back to your original payment method within 5 business days. Your bank or card provider may take a further 5 to 10 business days to show it on your statement. If it still hasn’t appeared after that, check with your bank, then email us.
We don’t charge restocking fees.
Exchanges
We don’t offer direct exchanges. To swap an item, return it under this policy and place a new order for the item you want.
International orders
For orders shipped outside the United States, customs duties, import taxes and brokerage fees are the buyer’s responsibility and aren’t refundable. If you return an international order or refuse delivery, the original shipping cost and any return or duty charges billed to us will be deducted from your refund.
Questions
If you have any questions about returns or refunds, or a problem with your order, please email us at sales@doublecollectables.com before opening a payment dispute. We can usually sort things out faster directly.