Refund policy

1. Final Sale on Sealed Products & Single Cards

Due to the collectible nature of trading cards, all sealed trading card products (including booster boxes, packs, and decks) and all single cards are final sale and non-returnable once an order has been fulfilled and shipped.

We do not accept returns or exchanges for:

  • Opened products, or products with broken/damaged manufacturer shrink wrap and seals.
  • Factory Packaging Variations: sealed trading card products may exhibit minor cosmetic imperfections from the manufacturer, including slight openings near pull tabs, loose shrink wrap, or small air gaps. These are considered normal factory variances and do not qualify as damage, tampering, or grounds for return.
  • Raw single cards (once removed from our shipping sleeves, their original condition cannot be verified).
  • Fluctuations in market prices.
  • Dissatisfaction with card pull results or "hits." (Pull rates and contents are strictly determined and guaranteed solely by the manufacturer).

2. Damaged, Defective, or Incorrect Items

We take utmost care in packaging, but if an item arrives damaged in transit, is verified defective by a manufacturing issue, or you received the incorrect item, we will correct the order. 

  • Reporting Window: You must contact us at contact@horocards.ca within 24 hours of the carrier's confirmed delivery timestamp.

  • Evidence Required: You must provide clear photographic and/or video evidence of the unopened shipping box and the affected product.

Submission of a claim does not guarantee approval.

3. Authorized Resolutions & Conditions

In the exceptional event that an exchange or resolution is authorized by support, the product must remain completely un-tampered with.

  • The item must be completely sealed, unused, and in its original condition with all factory packaging intact (including shrink wrap, seals, and labels).

  • Any items that show signs of opening, partial opening, tampering, or resealing will be immediately denied a resolution.

4. Return Shipping Fees

For any authorized order corrections or returns resulting from an error made by Horo Cards (e.g., wrong item sent), Horo Cards will provide a prepaid return shipping label at no cost to the customer.

For any other authorized exceptions where a return is permitted, the customer is fully responsible for all return shipping costs. Original shipping fees are strictly non-refundable. We require the use of a tracked shipping service, as we cannot process resolutions for lost return shipments.

5. Refund & Processing Timelines

Once an authorized return is received and passes physical inspection:

  • Approved refunds are issued to the original payment method
  • Please allow 3 - 7 business days for processing

If the returned item fails inspection (shows signs of tampering or opening), the refund will be declined, and the item will be sent back at the customer’s expense.

Store credit is not issued unless explicitly requested and approved.

6. Singles Condition Disclaimer (If Applicable)

Condition assessments for raw singles are subjective. Minor surface marks, print lines, centering variance, or edge wear may be present unless otherwise stated.

Singles are not guaranteed to meet third-party grading standards.

Because raw singles are removed from their protective packaging/sleeves by the customer upon receipt, they cannot be verified in their original state and are strictly ineligible for return or exchange.

7. Promotional & Sale Items

Promotional, clearance, or discounted items may be final sale unless otherwise stated on the product page.

8. Pre-orders

Pre-orders are final sale once shipped.

Cancellations may only be approved if:

  • The manufacturer delays the release by more than 60 days, or
  • We are unable to fulfill the pre-order due to allocation or supply issues

If we cannot fulfill your pre-order, a full refund will be issued.

Release dates are estimates and may change due to manufacturer or distributor delays.

9. Lost or Stolen Packages

If tracking shows “Delivered”, we cannot issue refunds or replacements for lost or stolen packages.

Please contact the carrier directly to initiate an investigation.

If a shipment is delayed or missing before delivery is confirmed, contact us and we will assist where possible.

10. Force Majeure

We are not responsible for delays or failures caused by events beyond our control, including but not limited to natural disasters, labour disruptions, carrier service interruptions, or system outages.

11. Policy Updates

Policies are subject to change without notice.
The version in effect at the time of purchase applies to your order.

By placing an order with Horo Cards, you acknowledge and agree to these policies.

12. Contact

For return or refund inquiries, contact:

contact@horocards.ca

Please include your order number and any relevant photos or documentation.