Refund Policy

Cancellation Policy

Before Opening

If your order has not yet been opened on stream, you may request a full refund. Contact us as soon as possible to cancel your order.

After Opening

Once your packs have been opened on stream, no refunds or cancellations are possible. The cards will be shipped to you as ordered.

Refund Eligibility

Eligible for Refund:

Orders cancelled before products are opened on stream
Products that arrive damaged due to our packaging error
Missing items from your shipment (after investigation)
Duplicate charges or payment errors

Not Eligible for Refund:

Dissatisfaction with pack contents (pulls are random)
Orders already opened on stream
Packages lost after successful delivery confirmation
Packages refused or returned to sender
Customs fees, duties, or import taxes
Shipping delays beyond our control

Damaged or Missing Items

If your package arrives damaged or with missing items:

Contact us within 48 hours of receiving your package
Provide photos of the damaged package/items and your order number
Do not throw away any packaging materials until the issue is resolved
We will investigate and respond within 3 business days

If the damage is confirmed to be our fault, we will offer a replacement or partial refund at our discretion.

Lost Packages

If your package appears to be lost in transit:

Check your tracking information for the latest status
Wait the estimated delivery time plus 7 additional business days
Contact us if the package still hasn't arrived
We will open a claim with the shipping carrier

Resolution depends on the carrier's investigation. We are not responsible for packages lost by the shipping carrier, but will do our best to help resolve the situation.

How to Request a Refund

To request a refund, please email us at SnowPointCollectibles@Proton.me with:

Your order number
Email address used for the order
Reason for refund request
Any relevant photos (for damaged items)

Refund Processing

Approved refunds are processed within 5-7 business days
Refunds are issued to the original payment method
It may take an additional 5-10 business days for the refund to appear on your statement, depending on your bank
Shipping costs are non-refundable unless the error was ours

Pack Contents Disclaimer

Pokemon TCG products contain randomly distributed cards. We have no control over what cards are inside sealed products. The contents are determined by The Pokemon Company during manufacturing.

We do not guarantee any specific cards, rarities, or pull rates. Purchasing sealed products always involves risk, and poor pulls are not grounds for a refund.

Important Notice