As a customer with us we want to ensure you are provided with the best service possible. We understand that sometimes issues can occur and want to work with you to resolve this should it happen. When you do receive your order please inspect the package and contact us immediately if there are any issues or an item is defective. We will review your situation as quickly as we can to evaluate the issue and get things right for you.
If a request for refund or a support email is not sent within 5 days of receiving your item, unfortunately, we cannot refund your item.
We do not usually offer refunds/returns on items for change of mind or for incorrect items ordered. In the event that you'd like to cancel an order due to change of mind, please contact us at: Info@TurtleTCG.com.au
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products such as code cards.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Info@TurtleTCG.com.au
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Info@TurtleTCG.com.au
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.