Refund policy

Refund and Return Policy

This policy applies to purchases from jaystoysandgames.com with Jay’s Toys and Games, operated by Jay’s CD and Hobby LLC (“we,” “us,” “our”). In-store purchases at our Jay’s CD & Hobby locations are covered in Section 8. A plain-English summary is published in our Help Center. If the summary and this policy ever differ, this policy controls.

1. Online Returns

You have 30 days from the carrier’s delivery scan (or from the pickup date for local pickup orders) to start a return.
Items must be new, unopened and unaltered, in the same condition we shipped them, with original packaging and factory seals intact.
Approved returns are refunded to the original payment method once the item is received and inspected.
Return shipping is paid by the customer unless the return is due to our error (wrong item sent, item not as described, or damaged in transit). In those cases we provide a prepaid return label.
Original shipping charges and service add-ons are not refunded unless the return is due to our error.
Contact us before sending anything back. We will confirm the return and send instructions. Items returned without contacting us first may be delayed or refused.

2. Final Sale: Trading Card Game Products

All trading card game (TCG) products are final sale. This includes sealed booster boxes, packs, tins, bundles, elite trainer boxes and collections, single cards, and TCG event entries, across every game we carry.
Sealed product cannot be verified once it leaves our hands. Final sale on TCG protects every collector who buys sealed from us.
Minor cosmetic wear to outer packaging (shrink wrap, box corners, tin dents) can occur in transit and is not grounds for a return or refund.
Actual shipping damage to TCG products is still covered under Section 4.

3. Other Items That Cannot Be Returned

Opened items, or items with broken seals or tape.
Items listed as “Damaged Box,” “Store Display,” or any condition other than “New.” These are sold with the disclosed flaw and cannot be returned because of that flaw.
Gift cards.
Collector Care™ and other service add-ons, once the order has shipped.

Pre-owned, vintage and graded items (including Carded Classics™ and Vintage Vault™) are returnable under Section 1 as long as they are returned in the condition they were received. These listings are photographed and described individually, and the photos show the actual item you receive.

4. Damaged, Incorrect or Lost Orders

Check the outer box when it arrives, before opening it, and keep all packaging.
If an item arrives damaged, contact us within 7 days of the delivery scan with photos of the item and the shipping box. We will replace it, exchange it, or refund it, depending on availability, at our expense.
If we sent the wrong item, or an item is not as described, tell us within 7 days of delivery. We make it right at our expense, including return shipping.
If tracking never shows a delivery scan, contact us. We open a trace with the carrier and replace or refund the order once the loss is confirmed. Orders with Collector Care™ are replaced or refunded right away, with no carrier claim.
Once the carrier records a delivery scan, loss or theft after delivery is not covered.

5. Pre-orders

Pre-orders may be cancelled at no cost at any time before they are charged and prepared for shipment. Once shipped, a pre-order is covered by this policy like any other order, including the final sale rule for TCG products. See our Pre-order Policy.

6. Refunds and Store Credit

Refunds are processed within 5 business days after we receive and inspect the returned item. Your bank or card issuer may take additional days to post it.
Refunds go to the original payment method. Where we offer store credit instead (for example, for a trade-in or goodwill adjustment), you will receive an email confirming the amount.
Refunds may be refused if a returned item does not meet the conditions in this policy. In that case we will contact you before doing anything else with the item.

7. Order Cancellations

To cancel an order, contact us as soon as possible. If the order has not shipped, we cancel it at no charge.
Once an order has shipped, it can no longer be cancelled and is handled under Section 1.
Packages refused at delivery or returned to us as undeliverable are treated as returns. The refund excludes the original shipping charges and a 10% restocking fee.

8. In-Store Purchases

Purchases made in store must be returned to the store where they were purchased, with the original receipt, and receive store credit only. Trading card game products are final sale in store as well. See in-store signage or your receipt for full terms.
Online orders picked up in store may be returned at the counter of the pickup store within 30 days, unopened, under Section 1.

9. Abuse Policy

We reserve the right to refuse a return or refund, or to refuse future service, to any customer we believe is engaging in return abuse, including excessive returns or returns of items that were opened, swapped or altered.

10. Contact

To start a return, report damage, or ask about this policy:

Email: orders@jaystoysandgames.com (include your order number and photos where relevant)
Phone: 515-706-9233
In store: visit the store where the purchase was made during business hours.

Last updated: September 8, 2026