If a physical card arrives damaged or defective, or you received the wrong item, we'll help make it right. Here's what qualifies, what doesn't, and how to report it.
TL;DR
This process covers physical cards that arrive damaged or defective, or the wrong item being shipped to you. It does not cover being unhappy with what you pulled (outcomes are final) or damage that happens after delivery. To report an issue, take clear photos, have your order number ready, and contact support — photo evidence is required before we can review a claim.
What this covers
A physical card that arrives damaged or defective, or
The wrong item shipped to you.
What this does not cover
Being unhappy with what you pulled from a box, battle, or mystery item — outcomes are final.
Damage that happens after delivery — our responsibility ends once the item reaches you.
How to report it
Take clear photos showing the issue, the whole card, and the packaging it arrived in.
Have your order number ready.
Contact support with the photos and a short description.
Photo evidence is required before we can review a claim.
What happens next
We review your evidence and offer an appropriate resolution based on the item's condition. If there's any question about a card's authenticity, we route it to a specialist for review.
Common questions
I don't like the card I pulled — can I return it?
No — box and mystery outcomes are final. This process is only for items that arrive damaged, defective, or incorrect.
It got damaged after it arrived. Are you covered?
No — post-delivery damage isn't covered.
Do I really need photos?
Yes — we can't process a claim without them.
I think my card might be fake.
Report it the same way (photos + order number); authenticity concerns go to a specialist.