Returns Policy
We offer a 14-day, no-questions-asked return policy for items that are returned in new and undamaged condition. However, postage costs are the responsibility of the buyer. This guarantee does not apply to mystery slabs or any Graded Cards due to the nature of the product being a "mystery," or a product that can be swapped out and returns for these items are at the discretion of the business.
If the returned item is in a different or damaged condition, we reserve the right to either decline the refund or issue a partial refund based on the condition of the returned item. This typically applies to damage caused by poor packaging during return shipping, or if the item has been opened or tampered with. Photo evidence will be used to address any disputes regarding this matter.
If your item is faulty or damaged, please contact us via email within 30 days detailing the issue. If the damage is due to the courier, please send photos of how the item arrived within 7 days.
Please include your order number in the subject line and attach a few images. We will cover the return postage and provide a full refund within 5 days of receiving the returned item. If you would prefer a replacement, stock permitting, we will dispatch a replacement to you. Please contact us via the contact us or Email us to bring this to our attention.
Quality Guarantee
At ELZ TCG LTD, we are committed to providing only high-quality items. All products we sell are guaranteed to be genuine and authentic. We have contracts with several major manufacturers, so our stock is often sourced directly. All products will be in mint condition unless otherwise stated. If we notice any imperfections before shipping (for items held on-site), we will notify you.
We do our best to protect items and often you will receive your products in the same condition that we receive them from the distributors.
Due to the nature of sealed products using cellophane, we cannot guarantee that products will arrive to us from distributors with no tears/rips in cellophane so therefore cannot guarantee the same to our customers - So we will assume you are buying sealed products to open them and take no responsibility for cellophane rips/tears for sealed collectors - However, If you are a sealed collector and want your product to have better seals with no tears, please get in touch with us regarding your order and we will ensure we send you the best conditioned ones out. Please ensure you get in touch with us AS SOON AS you order as we do ship efficiently and quickly. We generally do not receive many products with cellophane tears or dings, but sometimes due to transport and courier's we cannot guarantee it.
Orders Returned Due to Incomplete Address
The customer is responsible for providing a complete and accurate address. If the carrier is unable to deliver the goods due to an error on the customer's part, we may charge an additional postage fee to resend the items once they are returned to us. Alternatively, the customer may choose to return the order under our returns policy if they no longer wish to receive the items.
Lost, Damaged, or Delayed Parcels
If your parcel is lost, damaged, or delayed, please contact us, and we will do our best to assist you.
For lost parcels, we will investigate with the courier and check the tracking details. If a parcel is marked as delivered but you claim not to have received it, we will contact the courier to initiate a thorough investigation and dispute any fraudulent claims legally. We may request a crime reference number and require you to sign a document confirming non-receipt before issuing any refunds. Repeat claims will result in the user and the address being blacklisted.
For damaged parcels, please email us photos of the shipping box (preferably still sealed to show it hasn't been opened or tampered with) and the inner contents. We will work with you to find a satisfactory resolution. This may include a full return and refund, or we may offer a partial refund while allowing you to keep the item. Each case will be handled individually.
For delayed parcels, let us know, and we will monitor the tracking for a few days. Unfortunately, we cannot offer compensation for late deliveries (unless we failed to ship the item within our promised 1 working day turnaround time). Most courier companies will not investigate a lost parcel until 2 weeks have passed from the original expected delivery date. Once that period has passed, we will contact the courier to locate the missing parcel. If the parcel cannot be found, we will issue a full refund to you.