Return and Refund Policy
Sometimes after a purchase, a return and/or refund is requested. Below are the conditions* for your requests to be accepted, as well as the necessary information.
Refund Methods:
Order compensations will generally be offered in the form of credits to be used on the Cardotaku.com website
In some special cases, or if our customers expressly request it, we will offer a refund via the original payment method. However, we reserve the right to make this decision on a case by case basis.
Cancellation before shipment:
For pre-orders and in-stock items, refunds will be made in the form of vouchers to be used on Cardotaku.com (in case of refund request on the original payment, we reserve the right to approve or not on a case-by-case basis).
Please note that all refund requests without exception will incur a 10% restocking/cancellation fee, which will be deducted from the refunded amount. However, if the cancellation is our fault, we will refund the entire fee.
In case of return requests:
Any returns requested by the customer must first be approved by our staff and can only be requested within one week of receipt.
Products must be in their original condition and will be inspected upon arrival at our facility before the refund is processed. It may take up to 10 business days to receive and process your return. Once processed, your refund may take up to 10 business days to appear on your statement. Shipping costs are not included in the refunded price and a 10% restocking fee will be applied. However, if the return is our fault, we will cover all these costs.
* Please note that a minor packaging defect that does not affect the contents is not considered a defect or damage for package insurance or refund claims. A small crease, scratch or indentation on the outer packaging can occur at any point in the manufacturing, procurement or shipping processes. If you are a collector looking for impeccable packaging, please leave a comment in your order. We will try to select an item with no marks on the packaging.
**Please note that a card or product with original / factory defects (bad framing, printline, slightly damaged corner for arcade items...) cannot be returned under any circumstances. The product is considered as new. The requirements on the collections and the state of the products being part of the personal appreciation of each one, thank you to ask us for additional photos before purchase.
Exceptions:
Custom orders are final sales and cannot be returned. If an item from a custom sale is returned, we will not be able to accept the return and will donate your merchandise.
Since collectible products are positioned in a market that fluctuates financially, we will apply a pro-rata refund of the value on the day of receipt.
How to reduce the risks?
We invite you to read our article on the condition of the cards we sell. As a reminder: we are a buy-and-sell store, so we do not sell new single cards. All our cards are Near-Mint at best, and in case the condition is not so good, pictures will be available on the product page.
If you would like additional photos before making your purchase, or if you have any questions about an item, please send us an email via the contact form and we will be happy to assist you.
Remember to track your packages regularly on the carriers' websites (and on your country's Post Office website if you have chosen this shipping method). We also remind our customers that the opening of inquiries with the carriers can be opened directly by the customers.
How to make a request?
Any return requested by the customer must first be approved by our staff and can only be requested within one week from the date of receipt.
Returned products must include their original packaging and be complete with all accessories or parts as in the original order. The customer will be responsible for all shipping charges, as well as all risks and damages associated with the return.
Any unauthorized returns (wrong shipping address, undeliverable or unclaimed package, etc.) will not be eligible for a full refund and shipping charges will again be assessed if the customer wishes to have the order returned.
Our dedicated customer support team will try to respond to your messages as soon as possible, but please note that due to time zones and different Japanese holiday dates, there may be a delay, but we do respond to all our customer messages.
Other information:
If a package is misdirected due to an incorrect address, Cardotaku.com cannot be held responsible. We have no control over the addresses entered on the payment pages. Our packages are all delivered against a signature, so make sure you have entered the correct address and do not indicate any post office boxes. If you live with a relative, please indicate "Mr. (or Mrs.) xxxxxx", in addition to your surname. The full name must be written in the ROMAN alphabet (rōmaji).
Items intended for use on arcade terminals are intended for use in Japan only. We are not responsible if these items do not fit your arcades abroad (ex: Pokémon Mezastar).
We thank all our customers for their kindness and trust towards Cardotaku.com since 2017.