Returns & Refunds Policy

The short version

Sealed collectible product only holds its worth while the factory seal is untouched, and the market price of sealed stock moves up and down. That is why every sale is final, with one exception: orders that turn up damaged, incorrect or incomplete. Below is how we handle those cases.

Reporting a problem with your order

Write to info@tcgviber.com no later than 48 hours after delivery, and attach the following:

• the order number
• pictures of the outer carton and its shipping label
• close-up pictures of the product that show the damage
• if something is missing, one picture of everything you received

Video for cases and big orders. When the order is a sealed case or a large wholesale purchase, start recording before you open the package and keep one continuous take that shows the parcel and its label. Without a video, checking your claim could take longer, and we may turn it down.

Our response. Once the claim checks out, a replacement is on its way to you. Where that item is out of stock, you get a refund for the affected items instead. Should we want the product returned, we will set that up with you, so please hold on to everything and do not ship anything back until you have heard from us.

Second thoughts

We cannot take returns because you changed your mind, because market prices shifted or because resale turned out slower than hoped. Before ordering, please confirm the product, whether it is English or Japanese, and how many you need.

Where the consumer laws of your country grant you rights beyond what is written here, those rights remain in force.

Broken seals

After the manufacturer’s seal on a booster box, display or case has been broken, it is not eligible for return or refund, other than through a damage claim filed as outlined earlier. Should we approve a return so we can inspect it, the item has to be sent back exactly as it was delivered.

Canceling an order

• Unpaid orders: reply to your order email whenever you like to cancel a reservation.
• Paid orders: you have 12 hours from the moment of payment to cancel, provided the order has not been sent. A 5% fee applies to these cancellations and covers what payment processing costs us.
• Shipped orders: once a parcel is on its way, the order can no longer be canceled.

Receiving your refund

Money from an approved refund goes back the way you paid. Crypto customers receive theirs at a wallet address of their choosing, after we agree the sum with them. You will get an email when we send it, though the arrival time is up to your bank or payment provider.

Parcels that go missing

Tracking stalled, or a parcel reported lost? Email your order number. We open a case with the carrier and report back on the result. More about shipping is on our Shipping & Delivery page.

Contact

Reach us at info@tcgviber.com or through the contact form.