45 Day Guarantee

The Ditto TCG 45-Day Money-Back Guarantee

Shop With Confidence

Buying Pokémon TCG products online should feel exciting—not risky.

We know collectors have encountered counterfeit products, resealed boxes, damaged shipments, incorrect orders, and stores that disappear when something goes wrong. That is why every eligible Ditto TCG order is protected by our 45-Day Money-Back Guarantee.

If there is a verified problem with your order, contact us within 45 days of delivery. We will review the issue and work to provide an appropriate resolution, which may include a replacement or full refund.

Authentic products. Transparent support. Protected purchases.

What Our Guarantee Covers

Our 45-Day Money-Back Guarantee may apply when:

Your product arrives significantly damaged
You receive the wrong product
An item is missing from your order
A product is confirmed to be counterfeit
A sealed product appears to have been resealed or intentionally tampered with
The quantity you receive does not match your order
Your order has another verified fulfillment issue caused before delivery

Every claim is reviewed individually so we can determine the most appropriate resolution.

Authenticity Is Guaranteed

Every sealed Pokémon TCG product sold by Ditto TCG is:

100% authentic
Factory sealed unless clearly stated otherwise
Sourced directly from authorized Pokémon distributors
Inspected before shipment

We do not knowingly sell counterfeit, searched, weighed, resealed, or intentionally tampered products.

If you believe a product is not authentic, contact us immediately and do not open or alter it further. We will investigate the issue and request any information needed to verify the claim.

How to Submit a Guarantee Claim

Please send the following information to support@dittotcg.net:

Your full name
Your order number
A description of the issue
Clear photos of the affected product
Photos of the shipping box and packaging materials
A photo of the shipping label
Any additional photos or video that help show the problem

For missing-item or tampering claims, we may request an unboxing video when available. An unboxing video is helpful but is not automatically required unless stated on the product page before purchase.

Please keep the product, original packaging, shipping box, and packing materials until your claim has been resolved.

What Happens After You Contact Us?

Once we receive your claim, our team will review the information provided.

We may:

Ask for additional photos or details
Verify the order and shipment records
Review product packaging and condition
Provide return instructions
Offer a replacement
Issue a full or partial refund when appropriate
Provide another reasonable resolution based on the circumstances

We aim to respond to guarantee requests within [response timeframe] business days.

Submitting a claim does not automatically guarantee a refund. Claims must meet the conditions of this policy and may require verification.

Replacements and Refunds

When a claim is approved, the available resolution will depend on the issue and current product availability.

Replacement

When inventory is available, we may offer to replace the affected product at no additional product cost.

Refund

When a replacement is unavailable or a refund is the appropriate resolution, the approved amount will be returned to the original payment method.

Banks and payment providers may require additional processing time before the refund appears in your account.

Return Required

We may require the affected product to be returned before issuing a replacement or refund. When the issue is confirmed to be our error or covered damage, we will provide return instructions and explain whether a prepaid return label will be supplied.

Do not send products back without contacting us first. Unauthorized returns may be delayed or refused.

Damaged Products

We carefully pack orders to help protect products and collectible packaging during transit.

If your order arrives significantly damaged:

Photograph the shipping box before discarding it
Photograph the internal packaging
Photograph all sides of the affected product
Contact us as soon as possible
Do not open a sealed product if the damage is visible before opening

Minor cosmetic imperfections may occur during manufacturing, distribution, or shipping. Small dents, light scratches, loose shrink wrap, minor corner wear, print variations, or other minor packaging imperfections may not qualify for a refund when the sealed product remains usable and authentic.

Claims involving collectible packaging are reviewed based on the severity of the damage.

Incorrect or Missing Items

If you receive the wrong product, the wrong quantity, or an order with a missing item, contact us within 45 days of delivery.

Please include photos of:

Everything received in the package
The packing materials
The shipping label
The packing slip, when included

If the claim is verified, we will work to send the correct or missing product when available or provide another appropriate resolution.

Counterfeit or Tampered Products

We stand behind the authenticity of every sealed product we sell.

If you believe a product is counterfeit, resealed, or intentionally tampered with:

Stop opening or handling the product
Preserve all packaging
Take clear photos and video
Contact us immediately
Do not sell, trade, or alter the product

We may ask for additional evidence or request that the product be returned for inspection.

A product being damaged, loosely wrapped, or imperfectly sealed does not automatically mean it is counterfeit or resealed. Pokémon TCG products can have natural manufacturing and packaging variations, so each claim must be reviewed carefully.

What Is Not Covered

Unless otherwise required by law or stated in a separate return policy, the guarantee does not cover:

Change-of-mind or buyer’s-remorse returns
Products damaged after delivery
Products stored, handled, or opened improperly
Damage caused by the customer or another person
Opened products when the reported issue cannot be verified
Normal manufacturing or packaging variations
Minor cosmetic imperfections that do not affect authenticity or use
Trading card pull rates, card value, centering, grading outcomes, or print quality
Dissatisfaction with the cards pulled from a sealed product
Products purchased from another retailer or marketplace
Orders reported more than 45 days after confirmed delivery
Packages marked as delivered when the issue is theft after delivery, unless separate shipping protection applies
Delays caused by carriers, severe weather, distributor changes, release-date changes, or events outside our reasonable control

Pokémon TCG products contain randomized contents. We cannot guarantee specific cards, pull rates, rarity, market value, or grading results.

Preorders and Incoming Inventory

Some Ditto TCG products are sold based on confirmed or expected incoming distributor inventory.

Estimated delivery times may vary by collection and may change due to distributor allocations, release-date updates, or carrier delays.

A shipping delay by itself does not automatically qualify as a damaged, counterfeit, or incorrect-product claim. However, we will communicate significant changes and handle cancellation or refund requests according to the preorder terms shown at the time of purchase and our applicable preorder policy.

Lost, Stolen, or Misdelivered Packages

If tracking shows that a package is still in transit, lost, or delivered to the wrong location, contact us so we can review the shipment and determine the next steps.

If a carrier marks a package as delivered but you cannot locate it:

Confirm the shipping address on your order
Check around the delivery location
Ask household members or neighbors
Contact the shipping carrier
Notify Ditto TCG promptly

Packages stolen after confirmed delivery may not be covered by the 45-Day Money-Back Guarantee unless shipping protection or another applicable policy covers the loss.

Chargebacks and Payment Disputes

Please contact us before filing a chargeback or payment dispute.

We want the opportunity to investigate the issue and resolve valid concerns directly. Filing a chargeback while an active guarantee claim is being reviewed may delay the resolution process.

This does not limit any rights available to you through your bank, card provider, or applicable law.

Your Responsibilities

To remain eligible for the guarantee, you must:

Contact us within 45 days of confirmed delivery
Provide accurate order information
Submit clear supporting evidence
Keep the product and packaging until the claim is resolved
Follow any reasonable return instructions
Avoid opening, altering, selling, or disposing of a disputed product
Return the product when required

Claims containing false, misleading, altered, or incomplete information may be denied.

Our Promise to You

Ditto TCG was created to give Pokémon collectors a safer and more dependable place to shop.

We are committed to:

Selling authentic products
Providing honest delivery estimates
Packing orders carefully
Responding to customer concerns
Investigating valid claims fairly
Making verified problems right

We cannot promise that every shipment will be perfect. We can promise that when a legitimate problem happens, you will have a real team to contact and a clear process for resolving it.

Start a Guarantee Claim

Think there is a problem with your order?

Please include your order number, a description of the issue, and clear photos of the product and packaging.

Need help? Contact Ditto TCG

Policy Terms

This guarantee applies only to eligible purchases made directly through Ditto TCG and begins on the date the carrier marks the order as delivered.

Ditto TCG reserves the right to investigate claims, request additional evidence, require the return of products, and deny claims that do not meet this policy’s requirements.

This guarantee does not limit any rights that cannot legally be excluded under applicable consumer-protection laws.

Last updated: 06/05/2024

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