Refund policy
Return, Refund, Promotional Points, and Claims Policy
Last updated: August 22, 2026
Policy version: 2026-08-22.5
This policy applies to purchases made from Trove of Collectibles unless different terms are clearly disclosed before purchase. Nothing in this policy limits any rights or remedies that cannot legally be waived.
Eligible Returns
We accept return requests for eligible products within 30 days after the product is delivered.
To qualify for a return, the product must:
- Be unused and in the same condition in which it was received;
- Include its original packaging, accessories, labels, and documentation;
- Show no signs of opening, alteration, damage, or use; and
- Be accompanied by a receipt or other proof of purchase.
A return request does not guarantee approval. All returns must be reviewed and authorized by Trove of Collectibles before the product is shipped back.
Final-Sale and Nonreturnable Products
Except when a product arrives damaged, defective, incorrect, materially different from its description, or a return is otherwise required by applicable law, the following products are final sale:
- Individual trading cards and collectible cards;
- Opened booster packs, booster boxes, collection boxes, starter decks, and other sealed products;
- Any product with damaged, removed, broken, or altered factory packaging or seals;
- Gift cards;
- Clearance or final-sale products; and
- Point-earning products when their promotional points are used to unlock another product, as explained below.
Individual cards cannot be returned because of buyer preference, market-price changes, grading results, minor condition differences reasonably visible or disclosed before purchase, or disagreement with a subjective condition assessment.
Customers may request additional photographs before purchasing an individual card.
Individual Card Condition
Card condition is inherently subjective. We make reasonable efforts to describe and photograph individual cards accurately, but differences of opinion concerning centering, surface condition, edges, corners, print quality, or potential grading results do not by themselves establish that a card is defective or incorrectly described.
We do not guarantee that any card will receive a particular grade from TAG or any other grading company.
This section does not apply when the wrong card is delivered, the card is materially different from its listing, the card is damaged during shipment, or applicable law requires another remedy.
How to Request a Return or Claim
To request a return or report a claim, contact:
Email: ben@troveofcollectibles.com
The customer must provide:
- The customer's name and order number;
- The product involved;
- The reason for the request;
- The required continuous opening video for any claim covered by the Opening-Video and Claim-Evidence Requirements below;
- Any supplemental photographs specifically requested by Trove of Collectibles after the required video has been reviewed; and
- Any other information reasonably required to evaluate the request.
Approved returns must be sent to:
Trove of Collectibles
271 W 1260 N
Sunset, UT 84015
United States
If a return is approved, we will provide return instructions and, when applicable, a return shipping label. Products returned without prior authorization may be refused and returned to the sender.
Damaged, Defective, Incorrect, Missing, or Undelivered Products
Damage, tampering, missing contents, an incorrect item, or an item-condition discrepancy must be reported to Trove of Collectibles within 48 hours after the carrier marks the shipment delivered.
A shipment that was not received, including a disputed delivered scan, must be reported within 7 calendar days after the expected delivery date or the carrier's delivered scan, whichever applies.
The customer must retain the shipping package, shipping label, all product packaging, all packing materials, and all contents until Trove of Collectibles confirms that the claim has been resolved. Required packaging and contents must not be discarded, altered, repaired, returned, or transferred before Trove of Collectibles provides instructions.
We will review the order and required evidence and provide an appropriate remedy when the claim is verified. Depending on the circumstances and product availability, the remedy may include replacement, store credit, a partial refund, a full refund, or another remedy required by applicable law.
Opening-Video and Claim-Evidence Requirements
For every claim involving package contents, product identity, quantity, authenticity, tampering, damage, missing items, incorrect items, or item condition, the customer must provide one continuous, uncut, and unedited video recorded before the shipping package is opened.
The required video must clearly show:
- The complete shipping label;
- Every side of the sealed shipping package;
- All seams, seals, tape, and visible package condition;
- The complete opening process beginning while the package is still sealed;
- The package and all contents remaining continuously visible within the camera's view;
- The removal, first reveal, and initial inspection of every item received; and
- The alleged damage, discrepancy, missing contents, incorrect item, or condition concern at the moment it is first discovered.
The recording must not be paused, stopped, edited, cut, spliced, restarted, combined from multiple recordings, or involve off-camera handling of the package or its contents.
Photographs taken before or after opening do not replace the required continuous opening video and are not accepted by themselves as proof of these claims. Trove of Collectibles may require photographs or other information only as supplemental evidence after reviewing the required video.
Claims submitted after the applicable reporting deadline, after required packaging has been discarded, or without the required continuous opening video will be denied except where applicable law requires otherwise.
These evidence requirements do not apply to a shipment that was never received, but the nonreceipt reporting deadline and any carrier investigation requirements still apply.
These requirements do not limit rights or remedies that cannot legally be waived, applicable carrier remedies, or payment-dispute rights.
Promotional Points and Restricted Products
Certain products earn promotional points that may be used within the same order to unlock designated promotional or restricted products.
When promotional points are used:
- The point-earning products and the products they unlock are treated as one connected promotional transaction;
- Point-earning products cannot be returned or exchanged separately from the products they unlocked;
- Promotional points have no cash value and cannot be redeemed for cash;
- Promotional points cannot be transferred to another customer or order unless Trove of Collectibles expressly permits it; and
- Canceling or removing a point-earning product may cause the unlocked product to become ineligible for purchase.
Point-earning products become final sale once their points are used, except when a return or other remedy is required because a product is damaged, defective, incorrect, materially different from its description, or applicable law requires otherwise.
If a connected promotional transaction is approved for return, all point-earning products and all products unlocked through those points must ordinarily be returned together in their original condition. No refund will be issued for a partial return that would leave the original promotional requirement unsatisfied, except where applicable law requires a different result.
Order Review, Eligibility, and Checkout Errors
Placing an order, completing checkout, receiving an automated order confirmation, obtaining a payment authorization, or seeing a promotional credit, price, inventory status, or discount displayed does not guarantee that an order has been accepted or will be fulfilled.
All orders remain subject to eligibility verification and final review by Trove of Collectibles before fulfillment.
Trove of Collectibles may review, limit, correct, or cancel all or part of an order when:
- Purchase limits, promotional requirements, or eligibility requirements are not satisfied;
- A discount, promotional credit, price, quantity, inventory status, or other checkout result was displayed or applied incorrectly;
- Suspected resale, scalping, fraud, abuse, manipulation, or policy circumvention is identified;
- Required customer, account, payment, or purchase information is missing, inaccurate, inconsistent, or cannot be verified;
- Manufacturer or distributor allocations are delayed, reduced, canceled, or different from the quantity expected;
- Product availability, release information, purchase requirements, or promotional terms change; or
- Fulfillment becomes inappropriate or impossible for another legitimate business reason permitted by applicable law.
A website, application, checkout, promotional-credit, inventory, pricing, or staff error does not make an otherwise ineligible promotion, credit, price, quantity, or purchase valid.
Trove of Collectibles may reverse an unused promotional credit or correct an account balance created or applied in error. Trove of Collectibles will not increase the amount charged for an order without the customer's authorization.
When merchandise will not be fulfilled, Trove of Collectibles will notify the customer and refund the amount paid for the unfulfilled merchandise. When applicable, any valid store credit used on a canceled item will be restored.
Purchase limits and allocation procedures will be applied consistently to similarly situated orders.
Preorders and Backorders
Preorders and backorders are not guarantees that Trove of Collectibles will receive any particular product or quantity.
Manufacturers, publishers, and distributors may delay, reduce, change, or cancel product allocations. Trove of Collectibles may receive fewer units than expected or may receive no units.
Before fulfillment, Trove of Collectibles may:
- Reduce order quantities when available inventory is lower than expected;
- Allocate limited inventory among eligible orders;
- Cancel affected items or orders;
- Enforce customer, household, account, payment-method, or other published purchase limits;
- Cancel orders that do not satisfy promotional or purchase requirements;
- Cancel orders involving suspected scalping, resale, fraud, abuse, or attempts to bypass purchase limits; and
- Correct orders affected by promotional-credit, pricing, inventory, application, checkout, or staff errors.
Receiving an automated confirmation or payment authorization does not guarantee allocation or fulfillment.
Trove of Collectibles will provide any notice, cancellation option, refund, or other remedy required by applicable law for delayed, reduced, canceled, or unfulfilled merchandise.
Exchanges
We do not guarantee direct exchanges.
To obtain a different eligible product, the customer must first request and receive authorization for a return. After the return is approved, the customer may place a separate order for the replacement product.
Final-sale products remain ineligible for exchange except when an exchange or other remedy is required by applicable law.
Refunds
After receiving and inspecting an approved return, we will notify the customer whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days after approval. Processing times imposed by banks, credit-card companies, or payment providers are outside our control.
Original shipping charges are nonrefundable unless the return results from our error, the product arrived damaged or defective, or applicable law requires otherwise.
If more than 15 business days have passed since we approved a refund, the customer must contact ben@troveofcollectibles.com.
Customer-Requested Order Cancellations
A customer-requested cancellation must be submitted before the order enters processing or shipment. Submission of a cancellation request does not guarantee that the request will be completed before fulfillment begins.
Orders containing promotional-point products may be modified or canceled only when the resulting order continues to satisfy all promotional-point requirements.
This section does not restrict Trove of Collectibles' order-review, eligibility, allocation, correction, or cancellation rights described elsewhere in this policy.
European Union and Other Mandatory Consumer Rights
If an order is subject to European Union consumer law, an eligible customer may have the right to withdraw from an online purchase within 14 days after receiving the product, without providing a reason, subject to applicable statutory exceptions.
Customers exercising an applicable withdrawal right may be responsible for direct return-shipping costs unless Trove of Collectibles agrees otherwise or applicable law requires us to cover those costs.
Products must be handled only as reasonably necessary to inspect their nature, characteristics, and function. The customer may be responsible for diminished value caused by handling beyond what is reasonably necessary.
Nothing in this policy excludes rights concerning faulty, damaged, misrepresented, or incorrect products, or any other consumer rights that cannot legally be excluded or limited.
Policy Acceptance
By completing a purchase, the customer acknowledges that the customer had an opportunity to review this policy.
When a separate policy-acceptance checkbox is displayed, the customer must select the checkbox before proceeding. Selecting the checkbox confirms the customer's agreement to and acceptance of this policy, including the individual-card, sealed-product, order-review, preorder, promotional-points, reporting-deadline, packaging-retention, and continuous-opening-video requirements.
Contact Information
For return, refund, claim, or order questions, contact:
Trove of Collectibles
271 W 1260 N
Sunset, UT 84015
United States
Email: ben@troveofcollectibles.com
