We believe that every collector should feel confident when adding to their collection. If something about your order doesn’t meet your expectations, we’re here to make it right. This policy explains how to return an item, request an exchange, or receive a refund, and it outlines the steps we take to ensure every transaction is handled fairly.
Return Eligibility & How to Start
We accept returns on most items within 14 calendar days of delivery, provided the items are in the same condition as when they left our facility. To be eligible for a return:
Sealed products (booster boxes, packs, collection boxes, etc.) must be unopened with factory seals fully intact.
Raw (ungraded) cards must be returned in the original penny sleeve and toploader, without any new creases, scratches, or wear beyond what was originally described.
Graded slabs must have the case completely intact with no cracks, chips, or signs of tampering.
All returns require proof of purchase (order number) and must be initiated within the 14‑day window.
To initiate a return:
Email us at support@poke.bulvio.com with your order number and the reason for the return. We will reply with a Return Authorization Number (RA#) and clear instructions on where to send the package. Returns sent without an RA# may be refused.
Please ship the item back using a trackable and insured method—we cannot take responsibility for items lost or damaged during return transit.
Non‑Returnable Items
Certain items cannot be returned or refunded once they leave our warehouse. These include:
Opened sealed products (if the factory seal is broken, the item is final)
Pre‑orders that have already shipped
Digital codes (TCG Live codes, etc.)
Gift cards
Final sale or clearance items (clearly marked at checkout)
Any card that has been damaged after delivery due to improper handling or storage
Exchanges
We offer exchanges in specific situations:
| Exchange Reason | Who Covers Return Shipping |
|---|---|
| Wrong item shipped (our error) | We cover all costs |
| Item arrived damaged or defective | We cover all costs |
| Change of mind | Customer covers return shipping; any price difference applies |
To request an exchange, contact us within 14 days of delivery at support@poke.bulvio.com with your order number and details. For change‑of‑mind exchanges, the item must still be in original, sellable condition (unopened if sealed, undamaged if a single card). We will provide an RA# and return instructions.
Refund Process
Once your return arrives at our facility, our team inspects it to confirm it meets the eligibility requirements. We typically complete inspections within 3–7 business days of receipt. After approval:
Refunds are processed within 3–5 business days
The credit is issued to your original payment method (credit card, PayPal, etc.)
Original shipping charges are non‑refundable unless the return was due to our error or a defective product
International customers are responsible for return shipping costs, customs duties, and any taxes incurred
Please note that it may take additional time for your bank or payment provider to reflect the refund—usually 3–10 business days depending on their policies.
Damaged, Defective, or Incorrect Orders
We package every order with care, but transit issues or human errors can occasionally happen. If your order arrives with damage, a defective product, or the wrong item, follow these steps:
Take clear photos of the outer packaging and the items inside as soon as possible.
Email us within 48 hours of delivery at support@poke.bulvio.com with your order number and the photos.
We will review the claim and promptly arrange a full refund or replacement shipment at no extra cost.
If we do not hear from you within 48 hours, we may be unable to file carrier claims or verify the condition, which could affect eligibility for a replacement.
Return Timeline Summary
| Step | Estimated Time |
|---|---|
| Return request approved | Within 1 business day |
| Return transit to us | Varies by carrier (typically 2–7 business days) |
| Inspection & processing | 3–7 business days after arrival |
| Refund issued | 3–5 business days after approval |
Total time from shipping a return to receiving your refund can range from 10 to 20 business days, depending on shipping speed and your financial institution.
Our Commitment to Collector Satisfaction
Every card we list is inspected carefully before it is packed. We provide detailed condition notes and high‑resolution photos so you know exactly what you’re purchasing. Our goal is to make every transaction smooth, transparent, and trustworthy.
If you have any questions about this policy or need assistance with a return, exchange, or damaged item, please reach out to us at support@poke.bulvio.com. We typically respond within one business day and will do everything we can to help.
