Refund & Return Policy

Breaks, razzes, games and other opened products

Breaks, packs, boxes, razz spots, game entries, advent calendar doors and other products opened or drawn on stream cannot be returned or refunded once they have been opened or drawn, because the result is known at that point. What a sealed product contains is unknown until it is opened, and we make no promise about what you will pull, so the contents of a pack are not a reason for a refund.

When we refund

• We cancel something you bought. If we cancel a razz (for example, one that does not fill), a mini, a break or an order (for example, because of a pricing error or because an item is no longer available), the buyers are refunded for what was cancelled.
• Your item sold out while you were paying. If your payment arrives after the razz spots you picked went to someone else, the stock sold out, or the order had already been cancelled, the order is cancelled and refunded in full to your original payment method automatically.
• An approved return request. See Returns below.

How refunds are paid

Refunds we issue are paid as store credit on your account by default. We may instead refund to your original payment method, in full or in part, and we will where the law requires it. Store credit can be spent on anything on the Site, has no cash value, and cannot be transferred. Spending it needs a full, verified account. Refunds to a card or Cash App go back through Stripe, and how long they take to show depends on your bank.

If an order was paid partly with store credit, that part is returned as store credit. When a refunded order included a jackpot contribution and that jackpot is still running, the contribution is taken back out of the jackpot.

Unpaid orders

If a payment does not go through, nothing is charged. Unpaid orders expire after the spot reservation time, and any store credit or coupon the order was holding is given back to you.

Returns

To be eligible for a return, your item must be in the same condition you received it, unused, and in its original packaging. To start a return request, contact us at support@cardboardmagic.io with your order number. If your return is accepted, we will tell you what to expect and how to send it. Items sent back to us without first requesting a return will not be accepted nor returned to you.

Damages and issues

Please inspect your order when it arrives and contact us right away if there is a problem, so we can look into it and make it right. If a package arrives damaged (for example, the outer packaging is ripped, crushed or wet), please take photos of the packaging. If it is damaged beyond acceptability, you may refuse the delivery from the carrier so it is returned to us for processing. If you added shipping insurance, tell us as soon as possible so we can help with the carrier claim.

Please note that all products sold and shipped are meant to be opened. If you buy products to keep sealed, we cannot guarantee they will arrive in perfect condition. Manufacturer and packaging defects do not qualify for a return or exchange.

Chargebacks and payment disputes

If something looks wrong with a charge, please contact us at support@cardboardmagic.io first; most problems are quickest to fix that way. If you file a chargeback or dispute with your bank, your account is placed on hold while it is open: store credit cannot be spent and shipping cannot be bought or sent. We answer disputes with our records of your order, the stream and your drawer. The hold is lifted when the dispute closes in our favor. After a dispute we lose, we may keep the hold or close the account.