RETURN & REFUND POLICY
OUR SQUAD PROMISE
We want every collector to feel good about ordering from Squirtle Squad Card Shop. If we made a mistake or your order did not arrive as described, contact us and give us the chance to make it right. We will treat you like a member of our community—not just an order number.
14-DAY RETURN WINDOW
Eligible products may be returned if you contact us within 14 days of delivery. Once your return is approved, the item must be shipped back within 7 days using a tracked shipping service.
To qualify, the item must be unused, in the same condition in which it was received, and in its original packaging. A receipt or order number is required.
Please do not mail a return until we have approved it and provided return instructions.
ELIGIBLE PRODUCTS
Unopened sealed products and unused accessories may be returned within the return window when:
• All factory seals, shrink wrap, labels, and packaging remain intact
• The product has not been opened, altered, used, or damaged after delivery
• The item was not marked Final Sale
Approved change-of-mind returns do not have a restocking fee. The customer is responsible for tracked return shipping, and the original shipping charge is not refundable.
TRADING CARDS, GRADED CARDS & COLLECTIBLES
Because individual cards and graded collectibles are unique and their market values can change quickly, raw single cards and graded cards are final sale unless the item is incorrect, damaged during shipping, or materially different from its description.
Please carefully review all listing photographs before purchasing. Card centering, print lines, print dots, factory marks, and similar manufacturing characteristics are not considered shipping damage. A card described as Near Mint is not guaranteed to be Gem Mint or grading-ready.
If you believe a card’s condition is materially different from its listing, contact us within 72 hours of delivery with clear photographs. We will review the listing, photographs, and condition fairly with you.
FINAL-SALE ITEMS
The following products cannot be returned unless they arrived incorrect, damaged, or materially different from their description:
• Raw single cards and graded cards
• Opened or unsealed trading card products
• Loose booster packs
• Mystery products
• Gift cards
• Clearance products or items marked Final Sale
• Special-order or pre-order products specifically marked Final Sale
Your rights under applicable consumer-protection law are not limited by this section.
IF WE MADE A MISTAKE
If you received the wrong item, an item is missing, or your order was damaged during shipping, contact us within 72 hours of delivery.
Please include your order number and clear photographs of:
• The shipping box or mailer
• The shipping label
• The internal packaging
• The affected item or items
When the issue is confirmed, we will offer an appropriate solution, such as a replacement when available, a refund to the original payment method, or another solution agreed upon with you.
We will cover approved return or replacement shipping costs when the problem was caused by our shop or occurred during shipping.
CHANGE-OF-MIND RETURNS
For approved returns that are not related to damage or an error by our shop:
• The customer pays for tracked return shipping
• The original shipping charge is not refundable
• The customer is responsible for the item until tracking confirms it has been returned to us
• Appropriate packaging and shipping insurance are recommended for valuable returns
This is how we share responsibility fairly: we cover the cost when we or the carrier caused the problem, while customers cover return shipping when they simply change their mind.
EXCHANGES
We are happy to help with an exchange when inventory is available. Because trading cards and collectibles can sell out quickly, we cannot guarantee a replacement. The fastest option may be to return an eligible item and place a new order.
REFUNDS
We will inspect your approved return after it arrives and notify you whether the refund has been accepted.
Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to process and post the credit.
If a returned item is opened, altered, incomplete, damaged after delivery, or otherwise does not meet this policy, we may reduce or decline the refund where permitted by law. We will explain the reason and provide supporting information.
STARTING A RETURN OR ASKING FOR HELP
Use our Contact Us page or reply to your order-confirmation email. Please include:
• Your full name
• Your order number
• The item involved
• A brief explanation of the issue
• Clear photographs when an item is damaged, incorrect, or not as described
We are a collector-built shop, and fair communication matters to us. If something went wrong, please reach out. We will listen, review the situation honestly, and work toward a fair solution.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer-protection law.
