Política de reembolso
Due to the nature of sealed TCG products, we do not offer returns for these items. However, if an item arrives damaged or isn't as described, contact us at tbc@tbcgames.com and we'll make it right.
For all non-sealed TCG products, there is a 30-day return policy which starts the day you receive your order.
To be eligible for a return, your item must be in the same condition that you received it, unopened, not tampered, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. We reserve the right to charge a 5% restocking fee when an item is returned.
To start a return, you can contact us at tbc@tbcgames.com. Please note that returns will need to be sent to the following address:
TBC Games
PO Box 677064
Orlando, FL 32867
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You will have 30 days starting from the time the return is accepted to ship the return back. Otherwise the return will be canceled.
You can always contact us for any return question at tbc@tbcgames.com.
Cancellations
Cancellations can be requested prior to shipment but are subject to a 5% cancellation fee. This fee will be deducted from the refunded amount which covers the non-refundable payment processing fee we get charged when the transaction is made.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In the event that an item is damaged during transit from the shipper to the customer, the item may be returned for a refund given that proof can be provided that the damage was caused by the 3rd party shipper and that the original item is returned in the same damaged condition.
Missing Package – Marked as Delivered, But Not Received
Occasionally, carriers may mark a package as “Delivered” before it has actually arrived. If your order shows as delivered but you can’t locate it, please follow the steps below:
- Check all possible delivery locations including your mailbox, PO Box, porch, side/back doors, garage, with neighbors and building staff.
- Sometimes packages are marked delivered up to 48 hours before the package's actual arrival.
We do not offer refunds, returns, or replacements for packages that are lost or stolen once the delivery is confirmed by the carrier.
You may contact us at tbc@tbcgames.com, and we’ll do our best to assist you with tracking or filing a claim with the carrier.
Exceptions / non-returnable items
Certain types of items cannot be returned, like sealed TCG products (e.g. Booster Boxes, Elite Trainer Boxes, and Collection Boxes), or custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tbc@tbcgames.com.