Refund policy

We want you to end up with the models you actually wanted. If something is not right, here is exactly how it works. No fine print and no store-credit traps.

Returns: 30 days, sealed and unused

You have 30 days from delivery to request a return on any sealed, unused item, in the condition you received it. Email info@extraturngames.com with your order number and we will issue a Return Merchandise Authorization (RMA) number along with the return address. Please do not ship anything back without an RMA, because we cannot reliably match an unlabelled package to an order.

What we cannot take back

Miniatures that have been opened, assembled, primed or painted. All trading card product is non-refundable, sealed or otherwise. Gift cards.

This is not us being difficult. Opened hobby product cannot be resold. And once card product has left the building we cannot prove that a sealed box is still the one we sent, which is exactly what makes pack searching and resealing possible at every other customer's expense. A blanket rule is the only version of this that is fair to the person who buys that box next.

Return shipping

Return shipping is the customer's responsibility, and we recommend a trackable service. If the return is our fault, meaning a wrong item, a damaged item, or something missing, we cover shipping in both directions.

Refunds go back the way they came

Approved refunds go to your original payment method. No forced store credit. We process refunds within 5 business days of receiving and inspecting your return, and email you when it is done. Your bank may take a few days longer to show it.

Restocking fee, and the three ways you avoid it

Returns sent back to us by mail carry a 10% restocking fee, deducted from your refund. It covers receiving, inspecting, repackaging and re-shelving an item we cannot see until it turns up.

Hand a return to us in person and there is no fee at all. We check it with you standing there and it goes straight back on the shelf, so there is no cost to pass on. A counter return is inspected on the spot and can be declined there if the item is not in returnable condition. In-person returns start when our Central Florida storefront opens, and we will update this page when it does.

You never pay it when the fault is ours, meaning a wrong item, a damaged item, or something missing from your order.

You never pay it on anything cancelled before it ships, including pre-orders. Nothing that has not left our hands costs you a cent to cancel.

Damaged, wrong, or missing items

Tell us within 7 days of delivery, and include photos where you can. We will replace the item or refund it, whichever you prefer, and we pay the shipping. Manufacturer packaging is sometimes dented in transit even when the contents are perfect, so tell us either way and we will work something out.

Pre-orders, and why we run a waitlist

Cancel a pre-order at any time before it ships, for a full refund to your original payment method. No cancellation fee, no restocking fee, and no store credit. The price you reserved at is the price you pay, and we do not reprice pre-orders because demand went up.

This is also the reason we run a waitlist instead of taking payment for stock we have not been allocated. When a release is short, you hold a place in a queue rather than sitting on a charge for something that may never arrive. Your money stays yours until there is a copy with your name on it.

If something does go wrong, email us first. Going direct is nearly always the fastest way to a resolution, and we would far rather fix a problem ourselves than have you working it out through anyone else.

When a release is allocated short

Publisher allocation is outside our control. If we cannot fill your pre-order, you get a full refund with no fee, and we tell you as soon as we know. Joining a waitlist secures your place in the queue for the stock that arrives; it is not a guarantee that stock will arrive.

Cancelling an order

An order can be cancelled any time before it is processed for shipping, no questions asked. Once an order has a tracking number we cannot stop it, and in-stock orders often leave within one business day, so please tell us quickly. If it has already shipped, treat it as a return under the terms above.

Questions

Email info@extraturngames.com and a person will answer.