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Last updated: 10/26/2026
We check, sleeve, and pack every order by hand, and we want you to be happy with what arrives. This policy explains what we can do if something isn’t right.
The short version
- All sales are final, except when there’s a problem with your order.
- If a card’s condition, an item, or a package isn’t right, tell us within 30 days of delivery and we’ll make it right.
- Condition issues: we’ll offer a partial refund, or a full refund if you send the card back.
- Mystery Bundles can’t be returned unless something was damaged.
Change of Mind
Because card values change quickly and every card is handled individually, we can’t accept returns or exchanges if you change your mind, ordered the wrong card, or find a lower price elsewhere. Please check card names, numbers, sets, conditions, and printings before you order.
Condition Issues
We grade every card using standard condition guidelines: Near Mint, Lightly Played, Moderately Played, Heavily Played, and Damaged. If a card arrives in worse condition than listed, contact us within 30 days of delivery with clear photos of the front and back. You can choose:
- A partial refund of 10% of the card’s price for each condition step it’s below what was listed (for example, a card listed Near Mint that’s really Moderately Played gets 20% back). You keep the card.
- A full refund if you return the card. We’ll email you a prepaid return label, so it costs you nothing.
Condition grading has some judgment to it, so we’ll compare your photos to the listing and work with you in good faith.
Wrong or Missing Items
If we sent the wrong card, the wrong printing (such as a regular card instead of a reverse holo), or left something out, contact us within 30 days of delivery with a photo of what you received. We’ll send the correct item if we have it, or give you a full refund for it. If we sent the wrong card, we’ll include a prepaid label for returning it, or tell you to keep it when that’s simpler.
Damaged, Lost, or Stolen Packages
Damaged in the mail. If your package arrives damaged, take photos of the outside packaging and the cards before throwing anything away, and contact us within 30 days of delivery. We’ll replace or refund the damaged items.
Lost in transit. If tracking hasn’t updated or your order hasn’t arrived by 2 business days after its estimated delivery date, contact us. Packages are sometimes just running late, so we may ask you to wait a few more days. If it doesn’t turn up, we’ll file a claim with the carrier and send a replacement or a full refund.
Marked delivered but not received. First check with neighbors, your mailbox, and anyone else at your address, and wait 2 business days, since packages are sometimes scanned early. If it’s still missing, contact us and we’ll open a case with the carrier. Once tracking shows a package was delivered to the address you gave, we can’t always refund it, but we’ll do everything we can to help.
Please double-check your shipping address at checkout. We aren’t responsible for orders sent to an incorrect address that was entered at checkout.
Binders and Mystery Bundles
Binders. Every binder is one of a kind, and the photos show the exact binder you’ll receive. If yours arrives damaged or noticeably different from its photos and description, contact us within 30 days of delivery and we’ll give you a full refund once it’s returned, using a prepaid label from us.
Mystery Bundles. Because the contents are a surprise and can’t be resold the same way once opened, Mystery Bundles can’t be returned or exchanged, including for the cards you got. If a bundle arrives damaged or is missing items we listed, contact us and we’ll make it right.
Cancellations
You can cancel an order for a full refund any time before it ships. Email or DM us as soon as possible with your order number. Once we’ve shipped your order, it can’t be canceled.
Now and then, a card sells in person or on another platform at the same moment you order it. If that happens, we’ll let you know right away and refund that card in full.
How to Request a Refund
- Email us at hello@thepokehollow.com within 30 days of delivery with your order number, the item, what’s wrong, and photos.
- We’ll reply within 5 business days with your options.
- If a return is needed, we’ll email a prepaid label. Please send cards back in a penny sleeve and toploader, in a bubble mailer, so they arrive safely. Returns must be in the same condition we sent them.
- Once we approve your refund, or receive your return, we’ll refund your original payment method within 5 business days. Your bank may take a few more days to show it.
We don’t refund original shipping costs unless the problem was our mistake.
Contact
Questions about an order? Email hello@thepokehollow.com or DM us on Instagram at poke.hollow. We’re happy to help!