Buyer Protection Policy
What We Protect
Accurate Listings
Cards match their listed condition, edition, and finish
Authenticity Guaranteed
All cards are guaranteed to be authentic, not counterfeit
Safe Delivery
Cards arrive safely packaged and as ordered
Fair Resolution
Fast, fair resolution process for any issues
Coverage Details
1. Item Not Received
If your order never arrives or tracking shows it as lost:
- File a claim within 30 days of expected delivery
- TCGStore will investigate with the seller
- You'll receive a full refund if the item cannot be located
2. Item Not as Described
If you receive an item that doesn't match the listing:
- Wrong card, edition, or finish
- Condition significantly worse than listed
- Missing components or accessories
Resolution: Full refund or replacement, plus return shipping costs
3. Damaged in Shipping
If your item arrives damaged due to inadequate packaging:
- Take photos of the packaging and damaged item
- Report within 48 hours of delivery
- TCGStore will coordinate with the seller for resolution
Resolution: Full refund or replacement
4. Counterfeit Items
See our Counterfeit Policy for detailed information.
Resolution: Full refund, item does not need to be returned to seller
Filing a Protection Claim
To ensure your claim is processed quickly:
- Contact the seller first through your order page
- Many issues can be resolved directly with the seller
- Give sellers 2-3 business days to respond
- If unresolved, escalate to TCGStore
- Click "Request Return" or "Open Dispute" on your order
- Provide detailed information and photos
- Include all communication with the seller
- TCGStore investigates
- We'll review all evidence from both parties
- Investigation typically takes 3-5 business days
- You'll be notified of the decision via email
Important Deadlines
| Issue Type | Reporting Deadline | Resolution Timeline |
|---|---|---|
| Item not received | 30 days after expected delivery | 5-7 business days |
| Damaged in shipping | 48 hours after delivery | 3-5 business days |
| Wrong item / Not as described | 30 days after delivery | 5-10 business days |
| Suspected counterfeit | 30 days after delivery | 7-14 business days |
What's Not Covered
Buyer Protection does not cover:
- Buyer's remorse or change of mind without valid reason
- Damage caused by the buyer after delivery
- Claims filed after the protection deadline
- Items properly described that buyer misunderstood
- Price fluctuations after purchase
- Claims without sufficient evidence or documentation
Tips for a Smooth Transaction
- Read item descriptions carefully before purchasing
- Check seller ratings and reviews
- Save all order confirmations and communication
- Inspect items immediately upon delivery
- Take photos if you suspect any issues
- Contact sellers promptly about concerns
Need Help with a Purchase?
Our support team is here to help resolve any issues with your orders.
Email: support@tcgstore.ca
Response time: Within 24-48 hours