Delivery & Returns

Last updated: 28 September 2026

This Delivery & Returns Policy applies to purchases made from OUTAI TCG through outaitcg.com. Please read it together with our Terms & Conditions.

1. Order processing

We aim to dispatch stocked orders promptly. Any same-day dispatch message, countdown or estimated dispatch date shown on the website is a target rather than a guarantee and may exclude public holidays, payment reviews, pre-orders and unusually busy periods. You will receive a dispatch confirmation when your order has left us.

2. Delivery options and estimates

Available delivery methods, prices and estimated timeframes are displayed at checkout and depend on the destination, parcel size, value and carrier availability. Delivery estimates begin after dispatch and are not guaranteed unless the selected service expressly states otherwise. Delays caused by carriers, customs, severe weather, public holidays or other events outside our reasonable control may occur.

3. International orders, customs and taxes

We offer international shipping to destinations made available at checkout. Unless taxes and duties are expressly shown as included at checkout, the recipient is responsible for import duties, customs charges, local taxes and carrier handling fees. Customs authorities may delay or inspect a parcel. If a parcel is refused because charges are unpaid, any refund may be reduced by the original delivery cost, return shipping, customs charges and other costs we incur, to the extent permitted by law.

4. Address accuracy and failed delivery

Please check your delivery address before completing checkout. Contact us immediately if it is incorrect; we cannot guarantee changes after an order enters processing. If an order is returned because the address was incomplete or incorrect, delivery was refused, or collection was not completed, we may deduct the resulting shipping and carrier charges from any refund or ask you to pay for redelivery.

5. Tracking, delays and missing parcels

Where tracking is available, details will be included in your dispatch message or account. If tracking has not updated for an unusual period, or the estimated delivery window has passed, please contact us through our Contact Us page. We may need to complete the carrier’s investigation before offering a replacement or refund.

6. Damaged, faulty or incorrect orders

Please inspect your order promptly. If an item is damaged, faulty, missing or incorrect, contact us as soon as reasonably possible and preferably within 48 hours of delivery. Include your order number, a description of the issue, photographs of the item and all packaging, and photographs of the shipping label. Keep the item and packaging until we confirm the next step. This notice period does not limit any mandatory legal rights.

7. Change-of-mind returns

Subject to the exclusions below and any stronger rights under local law, consumers may request a change-of-mind return within 14 calendar days after receiving the order. Contact us before sending anything back so we can provide return instructions. Items must be unused, complete and in their original unopened packaging, with all seals, labels, promotional items and accessories intact.

• You are responsible for return postage for a change-of-mind return.
• Use a tracked and appropriately insured service; you remain responsible for the item until it reaches the return address supplied by our team.
• Do not send returns to an address shown on a shipping label unless our support team has confirmed that address.
• Original delivery charges are not normally refundable, except where required by law.

8. Items that cannot normally be returned

• Opened booster packs, booster boxes, sealed products, blind boxes or other products with a randomised or mystery element.
• Products whose factory seal, tamper seal or protective wrapping has been removed or broken.
• Single cards, graded cards or collectibles removed from their supplied protective packaging or security seal.
• Personalised, specially ordered or made-to-order items.
• Digital products, gift cards or redeemed codes.
• Items returned incomplete, used, altered or damaged after delivery.

These exclusions do not apply where an item is faulty, not as described, or where exclusion is not permitted by applicable law.

9. Collectible packaging condition

Trading card products are shipped as retail goods. Minor factory marks, loose wrapping, small dents, print variation or cosmetic wear to outer packaging may occur and do not necessarily make the product faulty. If pristine display packaging is important, contact us before ordering and we will try to help, but we cannot guarantee collector-grade outer packaging unless expressly agreed in writing.

10. Pre-orders and mixed orders

Release dates are estimates supplied by manufacturers or distributors and may change. Unless we agree otherwise, an order containing in-stock and pre-order products may be held until all items are ready. Additional shipping charges may apply if you ask us to split an order. You may request cancellation of a pre-order before dispatch; once dispatched, the normal return rules apply. Allocations may be reduced or cancelled by a supplier, in which case we will offer an alternative or refund the affected item.

11. Refunds

Approved refunds are made to the original payment method. We aim to process them promptly after the returned item has been received and inspected. Your bank or payment provider may then take additional time, commonly 5–10 business days, to display the funds. We may reduce a refund where permitted by law if handling beyond what is necessary has reduced the item’s value.

12. How to request help or a return

Use our Contact Us page and include your order number and the reason for your request. Please wait for return instructions before posting an item.