Refund policy

Return & Refund Policy

Last updated: July 19, 2026

At Ditto TCG, we want every customer to feel confident when ordering Pokémon TCG products online. Every eligible order placed directly through Ditto TCG is protected by our 45-Day Money-Back Guarantee.

This Return & Refund Policy explains which purchases are eligible, how to report an issue, and what to expect after submitting a request.

1. Our 45-Day Money-Back Guarantee

Your product arrives significantly damaged
You receive the wrong product
An item or quantity is missing from your order
A product is confirmed to be counterfeit
A factory-sealed product appears to have been resealed or intentionally tampered with
Your order has another verified fulfillment issue caused before delivery

For an approved claim, you may choose a replacement when inventory is available or a refund for the affected product.

If something is genuinely wrong with your order, we’ll work to make it right.

2. Eligibility Requirements

To qualify for a return, replacement, or refund under this policy:

You must contact us within 45 days of confirmed delivery
The purchase must have been made directly through the official Ditto TCG website
You must provide your order number and requested supporting evidence
The product and all original packaging must be kept until the claim is resolved
The product must not have been altered, sold, traded, or intentionally damaged
You must follow the return instructions provided by our support team

Each request is reviewed individually based on the order records, product condition, photographs, shipping information, and circumstances of the claim.

3. Products That Cannot Be Returned

Because Pokémon TCG products contain randomized contents and can change in market value, we generally do not accept returns for:

Buyer’s remorse or a change of mind
Accidental orders or ordering the wrong product
Products that decreased in price after purchase
Products found at a lower price from another seller
Opened booster packs, booster boxes, Elite Trainer Boxes, collection boxes, tins, bundles, or other sealed products
Products with missing or damaged factory seals caused after delivery
Individual cards removed from their original sealed product
Gift cards, promotional codes, digital products, or downloadable items
Products purchased from a retail partner, marketplace, or another seller
Products returned without prior authorization
Requests submitted more than 45 days after confirmed delivery

Opening a product does not automatically invalidate a legitimate counterfeit claim when opening was reasonably necessary to identify the authenticity issue. However, photographs, video, packaging, and other evidence may be required to verify the claim.

4. Trading Card Pulls and Randomized Contents

Pokémon TCG products contain randomized cards. Ditto TCG cannot guarantee:

Specific cards
Pull rates
Card rarity
Card value
Card centering
Print quality
Grading outcomes
The number of hits in a box
Profit or resale value

Dissatisfaction with the cards pulled from an authentic sealed product does not qualify for a return or refund.

Factory collation errors, print lines, off-centering, whitening, ink marks, duplicate cards, crimping, and similar card-manufacturing issues are normally controlled by the manufacturer and are not considered fulfillment errors by Ditto TCG.

5. Damaged Orders

We carefully pack every order to help protect the products and collectible packaging during transit.

If your order arrives significantly damaged:

Photograph the shipping box before discarding it.
Photograph the shipping label.
Photograph the internal packaging materials.
Photograph every side of the affected product.
Do not open a sealed product if the damage is visible before opening.
Contact us at support@dittotcg.net within 45 days of delivery.

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

Claims involving collectible packaging will be reviewed according to the severity of the damage.

6. Incorrect or Missing Products

A different product than the one ordered
The incorrect product quantity
An order with a missing item
Another customer’s order

Please send photographs of everything received, the shipping box, shipping label, packing materials, and packing slip when one was included.

Do not open an incorrect sealed product. Opening, altering, or removing the factory seal may affect your eligibility for a return.

When the issue is verified, you may choose a replacement when inventory is available or a refund for the affected item.

7. Counterfeit, Resealed, or Tampered Products

Every sealed Pokémon TCG product sold directly by Ditto TCG is guaranteed to be authentic, factory sealed, and sourced from authorized Pokémon distributors.

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

If you believe a product is counterfeit or has been tampered with:

Stop opening or handling the product
Keep all cards, wrappers, seals, inserts, and packaging
Take clear photographs and video
Do not sell, trade, grade, or alter the product
Contact us immediately at support@dittotcg.net

We may request additional evidence or require the product to be returned for inspection.

Loose shrink wrap, irregular seams, small ventilation holes, damaged corners, or other packaging variations do not automatically mean a product has been resealed. Each claim will be investigated carefully.

8. How to Request a Return or Refund

Before returning anything, contact support@dittotcg.net with:

Your full name
Your order number
The email address used to place the order
A detailed description of the issue
Clear photographs of the product
Photographs of the shipping box and packaging materials
A photograph of the shipping label
Any relevant video or additional evidence

Our support team is available from 9:00 AM to 5:00 PM on business days. We aim to respond to all support requests within 1–2 business days.

We may request additional information before approving the request.

Do not send a product back without receiving return authorization and instructions from Ditto TCG. Unauthorized returns may be refused or experience significant processing delays.

Returns must not be mailed or delivered to Nightfall Games, Battle Trading Cards, or another retail partner unless our support team specifically instructs you to do so.

9. Return Shipping

When a return is approved because of a verified Ditto TCG fulfillment error, covered authenticity issue, or qualifying shipping damage, we will provide return instructions.

When required, we will provide a prepaid return shipping label for the approved product.

The customer is responsible for:

Packing the return securely
Using the supplied return label correctly
Returning all original products and packaging
Obtaining a drop-off receipt
Shipping the return within 10 calendar days of receiving return authorization

Ditto TCG is not responsible for unauthorized returns or products returned using a different shipping method without approval.

10. Return Condition

Returned products must include all:

Original packaging
Factory seals
Cards
Promotional items
Accessories
Inserts
Manuals
Wrappers and internal packaging, when applicable

Products that are incomplete, substituted, altered, opened without authorization, or returned in a different condition may be denied a refund.

We may document the opening and inspection of returned packages to protect both Ditto TCG and our customers.

11. Refunds

After an approved return is delivered, we will inspect it and notify you of the decision.

When a refund is approved:

The refund will be issued to the original payment method
We will initiate the refund within five business days after approval
Your bank or payment provider may require additional time to post the funds
Promotional discounts will be reflected in the refunded amount
Gift cards or store credit will be refunded to the original gift card or store-credit balance

Refunds cannot be issued to a different card, account, or payment method.

Original shipping charges are refundable when the entire order must be returned because of a verified Ditto TCG error or another covered issue. Expedited shipping upgrades and other optional shipping charges may not be refundable unless required by law.

You will receive an email when your refund has been initiated.

12. Partial Refunds

A partial refund may be appropriate when:

Only one product in a larger order is affected
Only part of a product or bundle is missing
The customer chooses to keep a product with an approved condition issue
The returned product is incomplete
A promotional discount was distributed across multiple products

We will explain the proposed partial refund before processing it.

13. Replacements and Exchanges

We do not offer traditional product-for-product exchanges for preference changes.

For approved claims, we may offer a replacement of the same product when inventory is available. If the same product is unavailable, you may choose:

A refund for the affected product
Store credit, when mutually agreed
Another available resolution accepted by both parties

You are never required to accept store credit instead of an otherwise approved monetary refund.

14. Order Cancellations

Contact support@dittotcg.net as soon as possible if you need to cancel an order.

We will attempt to approve the cancellation when the order has not entered processing, packing, or shipment. Cancellation is not guaranteed once fulfillment has begun.

An order cannot be canceled after it has shipped. After shipment, the order will be subject to the eligibility requirements in this Return & Refund Policy.

Approved cancellations will be refunded to the original payment method.

15. Preorders and Incoming Inventory

Some products are sold based on confirmed or expected incoming distributor inventory. Estimated delivery times are displayed on the applicable product page.

Preorder or incoming-stock orders may not be canceled solely because:

The product’s market value changed
Another seller offered a different price
The customer changed their mind
The customer no longer wants the product

However, cancellation requests submitted before fulfillment will be reviewed according to the order’s status and any terms displayed at the time of purchase.

If we cannot ship an order within the delivery timeframe provided at checkout, we will contact you with the available options. These may include accepting a revised delivery timeframe or canceling the affected unshipped product for a refund.

Distributor allocations, manufacturer release-date changes, and carrier delays may affect estimated delivery dates. We will communicate significant changes as soon as reasonably possible.

16. Mixed-Availability Orders

Orders containing products with different delivery estimates may be held until every item is ready to ship.

For faster delivery, place products with different availability timeframes in separate orders.

If an item in a mixed order experiences a significant delay, contact support@dittotcg.net to ask whether the available products can be shipped separately. Additional shipping charges may apply unless the separate shipment is required because of our error.

17. Lost, Stolen, or Misdelivered Packages

Contact us promptly if tracking indicates that a package is lost, significantly delayed, or delivered to the wrong location.

If tracking shows the package as delivered but you cannot locate it:

Confirm the shipping address on your order
Check around the delivery location
Ask household members and neighbors
Contact the shipping carrier
Notify Ditto TCG at support@dittotcg.net

Ditto TCG may open a carrier investigation or request additional documentation.

Packages stolen after confirmed delivery are not automatically covered by this Return & Refund Policy. Coverage may depend on the shipping service, shipping protection purchased, carrier investigation, and circumstances of the loss.

Orders shipped to an address entered incorrectly by the customer may not qualify for a replacement or refund.

18. Refused and Undeliverable Packages

Packages returned because of an incorrect address, refused delivery, failed delivery attempts, or failure to collect the package may be refunded after they are returned to us.

Original shipping charges and any carrier return fees may be deducted from the refund unless the delivery failure was caused by Ditto TCG or the shipping carrier.

Additional shipping charges may apply if you ask us to resend the order.

19. Purchases From Retail Partners

This policy applies only to purchases made directly through the official Ditto TCG website.

Purchases made from Nightfall Games, Battle Trading Cards, marketplaces, events, or other independent retail partners are generally subject to the return and refund policy of the seller that processed the transaction.

Your receipt or payment confirmation will identify the applicable seller.

20. Promotions, Free Gifts, and Bundles

When returning an eligible product purchased as part of a promotion or bundle, all associated products and free gifts may need to be returned.

If a free gift or promotional product is not returned, its advertised or reasonable retail value may be deducted from the approved refund.

Bundle discounts may be recalculated when only part of a bundle qualifies for a refund.

21. Suspected Fraud or Policy Abuse

Ditto TCG reserves the right to deny claims involving:

False or misleading information
Altered photographs or documents
Product substitution
Empty-box claims unsupported by shipment records
Repeated claims showing a pattern of abuse
Intentional product damage
Chargeback fraud
Failure to return a product after receiving a replacement or refund
Threats, harassment, or fraudulent conduct

We may limit future purchases or close customer accounts when there is reasonable evidence of fraud or repeated policy abuse.

This provision will not be used to deny legitimate claims or rights protected by applicable law.

22. Chargebacks and Payment Disputes

Please contact us at support@dittotcg.net before filing a chargeback or payment dispute so we have an opportunity to investigate and resolve the issue.

Opening a chargeback while a return or guarantee claim is being reviewed may pause the internal resolution process while the payment provider investigates.

Nothing in this policy limits rights available through your bank, payment provider, card network, or applicable law.

23. Consumer Rights

This policy does not exclude, restrict, or replace any consumer rights that cannot legally be waived.

Where applicable law provides greater protection than this policy, the applicable legal requirement will control.

24. Contact Ditto TCG

For returns, refunds, order problems, or guarantee claims, contact:

Ditto TCG
Email: support@dittotcg.net
Support hours: 9:00 AM–5:00 PM on business days
Response time: 1–2 business days

Please include your order number in all order-related messages.

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