Support

Return Policy

Our return and refund policy is designed to protect both buyers and sellers. For the complete Terms & Conditions, visit the Terms & Conditions page.

Claim Timeframes

All claims must be filed within the following windows. Claims filed outside these deadlines will not be accepted under any circumstances.

* Missing Order Shipping Window: Once a seller marks an order as shipped, a 14-day shipping window begins. During this 14-day window, "missing order" reports cannot be filed — this window accounts for normal transit times. After the 14-day window closes, you have 7 additional days to file a missing order report. After that 7-day period, the filing deadline has passed.

Item-Level Disputes

When filing a report, you will be asked whether the issue affects your entire order or only specific items within the order.

Entire Order: Select this if every item in the order is affected — for example, the package never arrived, or every item was damaged.

Specific Items: Select this if only one or a few items have an issue — for example, one card out of ten arrived damaged, or one card was the wrong printing. You will choose exactly which items are affected. The resolution (refund, replacement, etc.) will apply only to the selected items, not the full order.

How to File a Claim

Step 1: Navigate to your Order History and select "Report Problem" on the affected order.

Step 2: Select the issue category (missing order, condition dispute, incorrect item, damaged in transit, counterfeit, or sealed product return).

Step 3: Choose whether the issue affects the entire order or specific items. If specific items, select which ones.

Step 4: Provide a clear description and upload all required evidence (see Evidence Requirements below). The seller is notified immediately.

Step 5: The seller has 2 business days (Monday–Friday, excluding holidays) to respond and propose a resolution.

Step 6: If the seller does not respond within 2 business days, or you cannot reach an agreement, you may escalate to Cardjutsu Customer Service.

Important: Writing "Return to Sender" on a package or refusing delivery without first filing through the proper procedure does not qualify you for a refund. Unauthorized returns are not eligible for any compensation.

Evidence Requirements

All claims must be accompanied by sufficient evidence. Claims without required evidence will be rejected. Evidence must be submitted at the time of filing — additional evidence introduced after escalation may not be considered.

📷 Minimum Evidence — Required for ALL Claims

• Clear photos of the item(s) — front and back for singles; all sides for sealed products. Photos must be well-lit, in focus, and taken against a plain background.
• Photo of the shipping label — the tracking number or shipping label on the packaging must be clearly visible and legible.
• Photo of the exterior packaging — showing the envelope, box, or bubble mailer as received, before opening.
• Photo of the packing slip or order confirmation — showing what was supposed to be in the package alongside what was actually received.

🎥 Video Evidence — When Required

An unboxing video is mandatory in these situations. No video = automatic denial.

• Orders totaling $50.00 or more — regardless of product type
• All sealed products — booster boxes, booster packs, starter decks, bundles, collector boxes, and any factory-sealed merchandise, regardless of order value

Video requirements:

• Must show the sealed, unopened package before opening — including the shipping label clearly visible
• Must be a single, continuous, unedited recording from start to finish
• Must show all contents being removed from the package one by one
• Must clearly display the item(s) in question and the issue being reported
• Spliced, edited, paused-and-resumed, or screen-recorded videos will not be accepted

If you open a sealed product without recording an unboxing video, you forfeit the right to file any claim related to the contents or condition of that product. There are no exceptions.

📐 Condition Disputes — Additional Evidence

• Side-by-side comparison photo — screenshot of the listing photo next to a photo of the card as received.
• Close-up photos of specific defects — scratches, whitening, bends, dents, creases, surface damage.

📦 Missing Cards — Additional Evidence

• Photo of all items received — laid out alongside the packing slip or order confirmation.
• Photo of the package on a scale (strongly recommended) — to demonstrate the shipment was lighter than expected.

🔍 Wrong Item — Additional Evidence

• Photo of the item received — clearly showing what was sent (card name, set symbol, card number visible).
• Screenshot of the original listing or order confirmation.

🚫 Missing Order (Never Arrived) — Evidence

• Screenshot of tracking information — showing the current status and last known location, if tracked.
• Confirmation of shipping address — the address on file must match the address the package was shipped to.
• If tracking shows "delivered," provide a photo of your delivery area and any correspondence with your postal carrier.

⚠️ Counterfeit Claims — Evidence

• High-resolution photos (front and back) of the suspected counterfeit card.
• Close-up of the card's texture, rosette pattern, and edges.
• Light test photo — hold a bright light behind the card to check for proper opacity.
• Comparison with a known authentic card, if available.

📋 Evidence Format & Quality Standards

• Photos: JPEG or PNG. Minimum 1000×1000 pixels. No filters. Maximum 10 photos per claim.
• Videos: MP4, MOV, or WebM. Maximum 500 MB. Single continuous recording only.
• Timestamps: EXIF metadata should reflect the date of receipt. Evidence captured more than 48 hours after delivery may be questioned.
• Lighting: Good, natural or artificial lighting. Flash glare that obscures card details is not acceptable.

Fraudulent Evidence Warning: Submitting manipulated, staged, or falsified evidence is a serious violation. Buyers found to have submitted fraudulent evidence will have their claim denied immediately, receive a permanent account ban, and may be subject to legal action.

Returns — Singles (Individual Cards)

Single cards cannot be returned or refunded except in the following cases. Claims must be filed within 48 hours of receipt. When filing, you must select whether the issue affects the entire order or specific items.

Condition Dispute

• Replacement — seller ships correct condition card with prepaid return for the incorrect one.
• Full refund for affected item(s) — seller provides prepaid return; refund issued upon receipt.

Incorrect Card

• Replacement — seller ships correct card with prepaid return.
• Full refund for affected item(s) — seller provides prepaid return; refund issued upon receipt.

Damaged in Transit

• Replacement — seller ships replacement card(s) at their own expense.
• Full refund for affected item(s) — seller provides prepaid return; refund issued upon receipt.

Missing Cards

• Reship — seller sends missing card(s) if available.
• Full refund for missing item(s) — refund issued for the missing card(s) only.

Return shipping: For all valid singles returns, the seller is responsible for providing prepaid postage and a return address. The buyer is never responsible for return shipping costs.

Partial Refunds — When They Apply

Buyers and sellers cannot negotiate partial refunds directly. The default remedies for a valid claim are replacement or full refund. A partial refund is only issued when a Cardjutsu administrator authorizes it, typically for buyers outside the United States, Return-to-Sender cases, minor condition discrepancies where the buyer wants to keep the card at a reduced price, or wrong-card cases the buyer wishes to keep.

As an internal guideline, condition-only partial refunds are typically calculated at roughly 10% of the item price per condition step (for example, a card listed as Near Mint that arrives as Moderately Played would warrant approximately a 20% partial refund). The Platform sets the final amount based on the evidence, the listing description, and the specific circumstances of the case.

Wrong card of higher market value: A seller who ships a card more valuable than what was ordered cannot require additional payment from the buyer to keep it.

Returns — Sealed Products

Unboxing video is mandatory for all sealed product claims, regardless of order value.

Unopened, factory-sealed merchandise may be returned within 48 hours of receipt, subject to:

• File a claim through Order History within 48 hours of delivery.
• The seller approves the return; return the merchandise in the same condition.
• Seller refunds the purchase price (may deduct original shipping unless seller error).
• If due to seller mistake, seller provides a prepaid trackable return label.

No returns on opened products. If a sealed product was delivered sealed and you opened it, it cannot be returned. There are no exceptions.

Counterfeit Claims

All buyers are 100% protected against counterfeit items. File a claim within 48 hours of receipt.

• File a claim via Order History or contact Customer Service directly.
• Cardjutsu sends a prepaid return label for the suspected counterfeit.
• Our expert team reviews the card(s) through authenticity tests.
• If confirmed counterfeit: full refund issued, seller faces enforcement action.
• If confirmed authentic: card returned to buyer at our expense.

What Is NOT Eligible for Return

• Buyer's remorse — changing your mind or dissatisfaction with market price changes.
• Opened sealed products — if you opened it, you own it.
• Minor wear consistent with listed condition — review the Grading & Conditioning guide before purchasing.
• Claims filed outside the deadline — 48 hours for condition/damage/counterfeit, 7 days after shipping window for missing orders.
• Orders shipped to re-mailing or freight-forwarding services.
• Unauthorized returns — returning a package without filing a claim first.

International Returns & Buyers Outside the United States

Cardjutsu is a US-based marketplace. Sellers fulfill orders to the US shipping address provided at checkout and are not required to support international return logistics.

• All returns must originate from a US address. The seller's only obligation is a domestic (US) return shipping label or return address.
• Buyers who have left the US after their order was delivered are responsible for getting the items to a US address. The return window is paused under our Extended Resolution status while the case remains open.
• Goodwill international shipping assist. At Cardjutsu's sole discretion, we may reimburse a buyer up to $20 USD toward documented international return shipping (tracking required; without tracking, a flat $5 may be issued). Funded by the platform, not the seller.
• Seller protection. A seller will not be charged back, penalized in account health, or have payouts withheld for declining to fund international return shipping.
• Authentication & refund timing. Refunds on international returns are issued only after our team receives, records (unboxing video), and authenticates the returned items.

Escalation to Customer Service

Cardjutsu Customer Service will intervene when:

• A seller has not responded within the required 2 business day timeframe
• The buyer and seller cannot reach a mutual resolution
• No valid tracking information exists for the shipment
• Tracking shows delivered but the buyer has not received the item

Cardjutsu's determination in any escalated dispute is final and binding on both parties.

Cardjutsu is a DBA of Rift Emporium LLC. This policy mirrors the standards used across the Rift Emporium family of marketplaces.