Refund policy

Coolection sells new and pre-owned video games, consoles, trading cards, and collectibles. Most of what we sell is one-of-a-kind, so all sales are final except in the situations below. If something goes wrong on our end, we'll make it right.

What we cover

Contact us within 14 days of delivery if your item:

• Doesn't work. A game won't boot or play, a disc skips or can't be read, a cartridge's save battery won't hold a save, or a console, controller, or accessory fails.
• Arrived damaged in shipping.
• Is the wrong item, meaning not what you ordered.
• Is not as described, meaning significantly different from the listing's description or photos.

Holiday orders: orders placed November 1 – December 24 can report a problem through January 15 of the following year.

What we don't cover

• Change of mind, or no longer wanting the item.
• Compatibility problems, such as region locks, system or hardware requirements, or display/TV compatibility. Please check before you buy.
• Normal wear on pre-owned items that is shown in the photos or described in the listing.
• Damage that happens after delivery, or items that have been altered, repaired, or opened.
• Sealed trading card products that have been opened. The cards you pull from packs or boxes are never covered.

How to start a claim

1. Email support@coolection.com and include your order number and a short description of the problem.
2. Wait for approval before sending anything back. We can't accept returns we didn't approve. Unapproved packages will be refused or sent back at your cost.
3. If we approve your claim, you'll receive an email from our store system with a link to your prepaid return label. Print the label, attach it to your package, and drop the package off with the carrier shown on the label (for example, at a USPS post office or a UPS location).
4. Return the item in the same condition you received it, with everything it came with. We check returned items against our records.

How we make it right

Once we receive and inspect the item, we'll choose the best fix: a refund, a replacement (if we have a comparable copy), or a repair. When the problem was our fault (defective, damaged in shipping, wrong item, or not as described), we'll also refund your original shipping cost.

Refunds go back to your original payment method within 3–5 business days after we receive and inspect the item. Your bank may take a few more days to post it.

Packages marked "Delivered" that you can't find

Most "missing" packages turn up within a day or two. We can't contact your local post office or carrier for you, so please do these steps first:

1. Wait 3 days after tracking shows Delivered.
2. Check around: with neighbors, your building's mailroom or front desk, other people in your household, and any usual drop-off spots.
3. Contact your local post office (or your local UPS facility for UPS shipments) and ask them to check with your delivery driver.
4. File with the carrier: submit a USPS Missing Mail search request at usps.com, or open a claim with UPS. Keep the case number they give you.
5. Email support@coolection.com with your order number and the carrier's case number.

We review each case individually and will help however we reasonably can. When tracking shows delivery to the address given at checkout, we can't guarantee a refund or replacement.

Orders of $250 or more ship with signature confirmation, so someone must be there to accept the package.

Packages lost in transit

If your tracking hasn't updated for 10 business days and the package never shows Delivered, email us with your order number and we'll open a trace with the carrier. Once the carrier confirms the package is lost, we'll refund or replace your order. We can't issue a refund or replacement for a lost package until the carrier confirms the loss.

Cancellations

We work hard to ship every order within 1–2 business days, so please act quickly if you need to cancel. Email support@coolection.com with your order number before your order ships. If we haven't bought a shipping label yet, we'll cancel it and refund you in full. Once a label is created, the order is final and the policy above applies.

Address problems & refused packages

Please double-check your shipping address at checkout. If a package comes back to us because of an incorrect or incomplete address, or because delivery was refused, we'll reship it at your cost or refund the item price minus shipping in both directions.

In-person purchases

Purchases at conventions and events follow this same policy. For in-person purchases, the 14 days start on the purchase date. Email support@coolection.com with the item and the date, and we'll take it from there.

Orders shipped to Canada: duties, taxes & fees

Your order total at checkout covers the items and shipping only. It does not include import duties, taxes (such as GST/HST/PST), tariffs, customs brokerage or clearance fees, or any other charges that Canadian customs or the carrier may collect.

• These charges are the buyer's responsibility. They're set by customs and the carrier, not by Coolection. You pay them directly to the carrier or customs, usually before or at delivery.
• We don't pay, reimburse, or refund these charges in any situation, including when an order is returned, refunded, or lost.
• Questions about the amount you're charged go to the carrier or customs, not to us. We have no control over how they're calculated.
• We declare every package accurately at its full purchase value. We can't mark orders as gifts, reduce the declared value, or split orders to avoid charges.
• Customs delays are outside our control, and delivery estimates don't include time spent in customs.
• If you refuse a package or don't pay the charges, it's treated as a refused package (see above). Any return or disposal fees the carrier charges us will also be deducted from your refund.

Questions or disputes

Please email support@coolection.com before opening a dispute with your bank or card company. We answer every message, and most issues are resolved quickly.

If you open a chargeback with your bank or card company instead, we'll respond to the bank directly with our records (tracking, photos, and correspondence) and let them decide. While a dispute is open we can't process a refund separately, and the bank's decision closes the matter.