Return & Refund Policy
Last updated: October 15, 2026
Overview
This policy is part of our Terms of Service and explains what can and cannot be refunded on GrailCart, operated by GrailCart, LLC. In short: pack openings and deposits are final, digital cards can always be sold back or shipped, and physical deliveries are covered against damage, loss and errors. Contact support@grailcart.com with any problem — most cases are resolved within one business day.
1. Pack purchases
A pack is a purchase of digital goods with randomized contents. Its contents are generated and revealed the moment you open it using the provably fair algorithm described on the Fairness page, so a pack cannot be returned or refunded once opened. Every card you pull is yours to keep in your collection, sell back to GrailCart instantly at the displayed buyback price, or redeem for physical delivery.
2. Deposits and account balance
Deposits are prepaid credits for use on the platform and are not refunded to their original payment method. Your real balance is never locked: it can be withdrawn at any time under section 9 of the Terms (subject to the 1x playthrough, card-dispute-window and identity verification rules described there). Bonus balance has no cash value and is not refundable. If a deposit was charged but never credited to your account, contact support with the payment reference and we will credit or reverse it once the payment is confirmed. Please contact us before disputing a charge with your bank — a chargeback on a deposit that was credited suspends the account while it is investigated.
3. Cancelling a physical redemption
You can cancel a shipping request from your collection while it is still marked "Requested". The card returns to your collection and the shipping fee charged for that request is refunded to your balance in full. Once the request moves to "Order processing" we have started buying or preparing your card and it can no longer be cancelled.
4. If we cannot fulfil your card
If the exact card cannot be sourced in acceptable condition, we will notify you and you choose the remedy: a replacement card you pick yourself from the cards we can source that are valued within 10% above or below your card's fair market value; the real-balance credit we offer, which is never less than the card's fair market value (currently its fair market value plus 15%, with a refund of the shipping fee and tax); or one more attempt to source the exact card for up to three additional days. Remedies are based on the fair market value recorded on your card (Terms of Service, section 11), not on prices elsewhere. You are never left holding a card we cannot deliver.
5. Damaged, incorrect or missing deliveries
Physical cards are professionally graded and ship in their sealed grading slab, tracked and packaged for protection. Inspect your delivery on arrival and contact support within 7 days of the delivery date if the slab is cracked or damaged, the card or certification number does not match what you redeemed, or the package arrived incomplete. Include photos of the card, slab, packaging and shipping label. We will replace the card, or credit your balance with its fair market value plus the shipping fee you paid, at your choice. If a return is needed we provide a prepaid label; do not return anything until support has confirmed the process. Claims made more than 7 days after delivery, or for damage caused after delivery, may not be accepted.
6. Lost or delayed shipments
Every shipment is tracked and the tracking number is shown on your collection page. If tracking shows no movement for 10 business days (domestic) or 20 business days (international), or the carrier marks the package lost, we will reship the card where we can or credit your balance with its fair market value plus the shipping fee and tax. Cards shipped from a grading company's vault (PSA or Fanatics Collect) carry the estimated timeline shown when the vault is selected. Packages marked delivered by the carrier but not received should be reported to support within 7 days so we can open a carrier trace; we cannot cover deliveries to an incorrect address supplied by you.
7. Change of mind after delivery
Because every redeemed card is a specific graded collectible sourced for you, we do not accept returns for change of mind once a card has shipped. If you no longer want a card, the simplest route is to sell it back before you request shipping.
8. Marketplace and gifts
The marketplace has closed. Purchases made on it were transactions between users and are final. Gifted cards cannot be recalled by the sender.
9. Fees and how refunds are paid
Refunds and credits under this policy are paid to your GrailCart real balance in USD at the amounts described above, normally within 2 business days of the decision, and can then be withdrawn under the Terms. Payment-provider or network fees paid on the original deposit are not refundable.
10. How to reach us
Email support@grailcart.com or use the support chat on the site with your username, the card or order concerned, and photos where relevant. GrailCart is operated by GrailCart, LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, United States.