Help & FAQ

Games and consoles: always. Every game is photographed, and the item in the pictures is the item you get — box, manual, cartridge or disc, wear and all. The packaging label (Game only, Game + manual, Game + box, Complete in box, Sealed) and the listing text describe what’s included. Want to see the circuit board, the contacts, or a disc surface? Use Request Additional Pictures on the product page and we’ll shoot it for you.

Cards: cards $40 and up are photographed (front) — the card in the pictures is the card you get. Cards under $40 use a stock image of that printing. If you want to see a specific card before buying, use Request Additional Pictures on its page.

Yes. Every product page has a Make an offer button — we run the site like a convention table, so haggling is welcome. Tell us what’s behind your offer (condition, where the market sits, the size of the order — in your own words) the way you would at the booth. Offering on several items at once — a deck’s worth of singles, a stack of games? Build an offer list and send it in one go. We reply by email within 1–2 business days. An offer isn’t binding until we accept it and you complete checkout; items aren’t held while an offer is open, and prices can change until then.

Yes — click Request more photos on the product page and tell us what you want to see (label, contacts, disc surface, manual pages, box corners, the back of a card). We shoot what you asked for and email the photos to you, usually within 1–2 business days.

Rarely, we have to cancel an order because of something on our end — an inventory error, an item that failed the test we run before shipping, or a listing that was mispriced by mistake. When that happens you get a full refund right away, an email from us explaining what happened, and something for the inconvenience.

Some orders get flagged by fraud screening. Whatever the outcome, you will hear from us by email. If an order is obviously fraudulent we cancel it and let you know. If it just needs a closer look, we email you for a little more information; if we don’t hear back within 3 business days, the order is canceled and refunded so nobody is left hanging.

False positives happen — a new address, a big first order, a gift shipped somewhere else. If that’s you, we’re sorry for the hassle: reply to the email and we’ll get your order moving.

Your payment is authorized at checkout and captured when we review the order, normally within 24 hours. Shop Pay, Apple Pay, Google Pay, major cards, and Shop Pay Installments are accepted.

Game only — the cartridge or disc on its own, in a protective holder.

Game + manual — the game and its original manual, no box.

Game + box — the game and its original box; the manual is missing. Everything else that came in the box is in the photos.

Complete in box — game, manual and box, all original unless the description says otherwise. Extras like posters, maps or advertisements aren’t guaranteed unless you see them in the product photos — the photos show the full contents.

Sealed — the original factory seal is intact. If the seal has any damage (a small tear, age separation), we do our best to describe it and show it. Always ask for pictures if you have a question.

No. Every game and console gets a condition badge (above), a short description of anything worth knowing, and photos of the actual item — front, back, label, and the contents of the box. We’d rather show you the corner ding than call it a 7.4. If a photo doesn’t answer your question, use Request Additional Pictures on the product page and we’ll shoot whatever you want to see.

Games: cleaned, then booted on real hardware and played past the title screen. Cartridges with a save battery are checked for holding a save; discs are checked for reading and skipping.

Consoles, controllers and accessories: powered on, a game loaded and played, every controller port and the video output checked. What we found is in the description; what ships is in the photos.

If something we sold as tested doesn’t work when it arrives, that’s on us — see Returns & problems.

Raw (ungraded) cards use the standard scale, shown in the title and on the card’s page:

• NM — Near Mint: looks unplayed; at most very light edge or surface wear.
• LP — Lightly Played: minor wear on edges, corners or surface; no creases.
• MP — Moderately Played: obvious wear, light scratches or whitening; still tournament-legal in a sleeve.
• HP — Heavily Played: major wear, creasing or scuffing; playable, not collectible.
• DMG — Damaged: tears, water damage, writing or a bend.

Graded (slabbed) cards show the grading company and grade — PSA, CGC, BGS or SGC — as a badge on the page. We don’t re-grade a slab; the grade is the grading company’s, and the cert number is visible in the photos so you can look it up.

Tell us within 14 days of delivery. If the item isn’t what the badge, the description and the photos said it was, that counts as “not as described” and we make it right — a prepaid return label, and a replacement when we have one or a refund when we don’t (Returns & problems has the steps). Wear that’s visible in the photos isn’t a grading error; it’s the item as described.

We ship within 1–2 business days (Monday–Friday, excluding major U.S. holidays), and most orders go out the next business day. Consoles can take a little longer because we test them again before they ship. Orders placed in the evening, on weekends, or on holidays start processing the next business day. During the holidays and big sales, allow one extra business day.

All 50 U.S. states, U.S. military addresses (APO/FPO/DPO — USPS only, and often several weeks longer), and Canada. We don’t currently ship to U.S. territories or other countries.

You’ll see live rates at checkout: USPS (Ground Advantage, Priority Mail) and UPS for the U.S.; USPS international and DHL Express for Canada. Rates include postage and handling. Every order ships with tracking.

Orders of $250 or more ship with signature confirmation, so someone needs to be there to accept it. It’s how we protect high-value games and cards in transit.

To receive your order by December 25:

• Lower 48, USPS Ground Advantage: order by Tuesday, December 15
• Lower 48, USPS Priority Mail: order by Wednesday, December 16
• Alaska & Hawaii, USPS Ground Advantage: order by Monday, December 14
• UPS, military and Canada dates are coming in October.

These follow the carriers’ own holiday guidance plus our processing time; they’re our best guidance, not a guarantee. Full table on the Shipping Policy.

No. Dates at checkout, in the Shop app, or on a Shop Promise badge are estimates from Shopify and the carriers. Once a package is with the carrier, weather, holidays and volume can add time.

We don’t offer everyday local pickup. When we’ve announced a convention, email support@coolection.com ahead of time and we can arrange pickup at our booth.

Sometimes. When we’re selling at a show, a notice on the site shows the dates and online ordering resumes as soon as we’re back.

Most of what we sell is one of a kind, so all sales are final except when something goes wrong on our end. Contact us within 14 days of delivery if your item doesn’t work, arrived damaged, is the wrong item, or isn’t as described. Orders placed November 1 – December 24 can be reported through January 15. The same policy applies to in-person purchases, counted from the purchase date.

A game that won’t boot or play, a disc that skips or can’t be read, a cartridge whose save battery won’t hold a save, or a console, controller or accessory that fails. Cosmetic wear shown in the photos isn’t a defect — it’s the item as described.

• Change of mind, or no longer wanting the item.
• Compatibility problems (region locks, system or display requirements) — please check before you buy.
• Sealed trading-card products that have been opened.

1. Email support@coolection.com with your order number and a description (photos help).
2. We send a prepaid return label.
3. Send the item back in the same condition you received it.
4. We choose the remedy — replacement when we have one, otherwise a refund — and refunds post within 3–5 business days of receiving the item. When the fault is ours, original shipping is refunded too.

Before contacting us, please check: (1) around your property — porches, side doors, garages; (2) with household members and neighbors; (3) your mailbox, parcel locker or building mailroom; (4) with the carrier, since scans sometimes run ahead of delivery; and (5) give it 24–48 hours. If it still hasn’t turned up, email us and we’ll handle it case by case.

Once the carrier confirms the package is lost, we’ll replace or refund. Email us with the order number and we’ll open the carrier claim.

Yes, as long as it hasn’t shipped. Email support@coolection.com right away with the order number.

Canadian orders may be charged import duties, taxes and carrier or brokerage fees on delivery. Those are the buyer’s responsibility and aren’t included in our prices or shipping charges.

What it takes to run a store: your name, email, phone (if you give it), shipping and billing address, order history, and the usual device and browsing data from cookies and analytics. Payments are processed by Shopify Payments — we never see your full card number.

We don’t sell your personal information for money, and we never rent our list. We share data with the services that run the store — Shopify, our payment and shipping providers, our email/SMS platform (Klaviyo), and analytics and advertising tools. Under some U.S. state laws, sharing with advertising partners can count as a “sale” or “sharing”; you can opt out on our Your Privacy Choices page.

Order confirmations, shipping and delivery updates: yes, always. Marketing emails or texts: only if you opt in, and you can unsubscribe any time (or reply STOP to a text).

Email support@coolection.com and we’ll take care of it. Shopify also lets you request your data or deletion from your account page.

Right here: Privacy Policy. It’s the legally complete version; this page is the summary.

Email: support@coolection.com for orders, questions and convention pickup — include your order number.
Phone: 267-347-9567, Monday–Friday 10AM–10PM Eastern.
Wholesale, partnerships and selling us a collection: business@coolection.com.
Based in: Doylestown, PA — our full mailing address is on the Contact page.

Shipping Policy · Refund Policy · Terms of Service · Privacy Policy · Your Privacy Choices