Refund policy
Last Updated: February 21, 2026
Overview
Due to the nature of sealed trading card game products, our return policy is limited to protect against tampering and ensure authenticity for all customers. If you receive damaged or incorrect products, we will make it right. Contact us at support@ctrlward.com.
Why We Don't Accept Returns on Sealed Products
TCG products contain randomized contents unknown to both parties until opened. Once a sealed product leaves our facility, we cannot verify whether it has been opened, resealed, or tampered with. This is the industry standard for sealed TCG products.
What You CAN Return
Wrong Item Received
If we shipped you the wrong product, contact us within 7 days of delivery. Email support@ctrlward.com with subject line "RETURN: Order #[your order number]". You must return the wrong item before we send the correct product or issue a refund. We provide a prepaid return label for our errors.
Damaged in Transit
If your order arrives with visible shipping damage, email support@ctrlward.com within 7 days with your order number and photos of the damage. Use subject line "DAMAGED: Order #[your order number]". Keep all packaging. We will replace or refund.
If the shipping box is damaged but the product inside is undamaged, we may offer a partial refund instead of a full return.
Factory Defects
If your sealed product has a factory defect (e.g., missing shrink wrap, visibly damaged seals on arrival), contact us within 7 days with photos. We will verify with our suppliers and provide a replacement or refund.
What You CANNOT Return
- Sealed products you opened or changed your mind about
- Products where you are unsatisfied with randomized contents (the specific cards you pulled)
- Products damaged after delivery due to your handling
- Returns requested more than 7 days after delivery
- Orders where you provided an incorrect shipping address
We reserve the right to refuse returns showing signs of tampering or broken seals.
Order Cancellations
You may request a cancellation up to 24 hours before your order ships. Email support@ctrlward.com with subject line "CANCEL ORDER #[your order number]". Requests sent later may be missed.
A 6% processing fee will be automatically deducted from your refund to cover non-refundable payment processing costs (2.9-3.5% per transaction). Example: canceling a $100 order returns $94. By requesting a cancellation, you agree to these terms.
Once your order has shipped, it cannot be canceled. You may refuse delivery (do not sign for it), and we will issue a refund minus the 6% processing fee and any non-refundable shipping costs once the package returns to us.
Refunds
Eligible refunds are processed within 5-7 business days of receiving and inspecting your return. Refunds go to your original payment method. Allow an additional 3-5 business days for your bank to post the refund.
Original shipping is refunded ONLY if the error was ours (wrong item, damage before shipment). The 6% cancellation fee is non-refundable.
Shipping & Signature Requirements
For orders over $300, we require signature confirmation at delivery. For all eligible returns, ship the product back securely within 7 days of receiving return authorization. We recommend trackable shipping with insurance. For customer-initiated returns (not our error), you are responsible for return shipping costs.
Questions?
Email support@ctrlward.com. Most inquiries are answered within 24-48 hours on business days.
Contact Information
CTRLWard LLC
Email: support@ctrlward.com