Refund policy
All Sales Are Final
What is your return policy?
All sales are final. We do not accept returns, exchanges, or refunds for sealed products, live break items, or TCG singles.
Sealed Products (Orders Placed Outside of Live Breaks)
- All sealed items are 100% authentic, brand new, factory-sealed, and untampered.
- These products ship as-is and are not eligible for returns due to cosmetic flaws (e.g., dents, scratches, or packaging imperfections).
- Cancellations are subject to a 6% restocking fee.
Live Break Products (Opened on Stream)
- Products purchased for live breaks are opened during the stream and shipped as individual cards or hits.
- All live break sales are final—no refunds, cancellations, or returns.
- By purchasing a live break product, you agree to receive the contents regardless of pull value or condition.
TCG Singles
All TCG single sales are final. Due to the collectible and condition-sensitive nature of singles, we do not accept returns, cancellations, or refunds. Unless otherwise noted, all singles are near mint quality. We take packaging seriously:
- Each card is penny sleeved for protection
- Full Arts, EXs, and higher-value cards are shipped in top loaders
If you have any concerns or questions about a card before purchasing, please contact us at support@pokepenguin.co.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact us immediately at support@pokepenguin.co with the following:
- Unboxing video (must begin with the package sealed)
- Clear photos of the issue
- Order number and description of the problem
We will review all claims on a case-by-case basis. Submission of all requested proof is required for consideration.