General Policies
We are more than happy to discuss issues you may have with an order you have placed. We are always here to discuss your order and will endeavour to make shopping with us a breeze, so do not hesitate to reach out.
You can always contact us for any return question at hello@cardcroc.com.au or at the other contact methods available for you to reach us, listed here.
We understand compassionate circumstances can occur that require an order you have made to be cancelled prior to shipping (such as financial distress).
That being said, we do ask that you please order your items carefully. Although it is sometimes reasonable to do so, it is very rare that circumstances do in fact arise that permit us to offer refunds, such as when a customer has simply changed their mind or ordered the wrong item (unless this was due to a listing error on our part, in which case we will always assist in refunding or changing the items you have ordered).
Note: Trading card products (TCG) that have been shipped out and received cannot be returned or refunded, unless exceptional circumstances arise, which we will assess on a case by case basis.
Our refund policy lasts 14 days for goods that are either faulty, have been wrongly described, are different to the product purchased on the website or don’t perform as advertised.
If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
If you are eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. We will not permit returns of items (especially TCG products) that have been opened or damaged since the time of the product being received.
High Risk / Flagged Orders
Unfortunately, as we have experienced chargebacks taking place with some orders, we reserve the right to cancel any order that is flagged by our platform as potentially being fraudulent.
We are a small business and simply cannot run the risk of these orders.
We will always communicate these concerns to you, the customer, prior to an order cancellation taking place.
Errors & Damage With Orders
If there is a genuine error with your order (such as the wrong product was received), please contact us within 7 business days of delivery, along with any photos/details you are able to provide of the error.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Outside this window of time, issues with your order cannot be resolved, unless exceptional circumstances apply.
Orders Limits
Card Croc reserves the right to cancel any orders that do not adhere to order limits set on products.
We strongly believe in sharing the fun of our products with as many of our customers, new and old, as possible.
We also pride ourselves on the fact that we have and always will price our products fairly, i.e. at or below the RRP.
For these reasons, we often set order limits in place for popular releases, so everyone is given a fair opportunity to access new products at an affordable & fair price.
We understand that some people may believe that such order limits restrict them from purchasing in bulk, which they argue is “part of the game” with collectibles. To each their own, but we are a small business, and our goal is to share our products with as many people as possible, so we utilize order limits so that we can fairly distribute our products, rather than restricting larger orders by simply setting unreasonable prices.
Occasionally people will try to bypass these limits, but we please ask that you respect them.
We also understand that sometimes an honest mistake may be made, such as where an order limit did not display correctly on your device, or due to the rush at release you simply did not see the limits.
Listing Errors
In some circumstances we may make errors when listing our products.
These mistakes may include (but are not limited to):
- Incorrectly listing a products price;
- An error as to the advertised quantity per listing for a product/s;
- Shipping costs, either generally or for a specific product;
- Pre-order release dates.
We hope that our customers understand that we endeavour to avoid these mistakes, but we’re all human and these things happen.
If you see a mistake with a listing, we ask that you please let us know and we will update it ASAP (and give you a bonus goodie for helping us out).
If an order is placed where a listing error has been made, or our platform has failed to operate correctly, we reserve the right to cancel and refund the order, unless the mistake was minor.
We will always communicate this with our customers prior to taking any action with the order and will always aim for a reasonable outcome for all involved.
Pre-Order Grace Period
We offer a 3 day grace period for pre-orders if you change your mind. You may cancel your order without penalty within that time.
Once this 3 day grace period elapses, if you would like your pre-order cancelled, you will be charged a 10% cancellation fee of the total order value.
Further details of our pre-order policy can be reviewed at this link.
