Shipping & Returns Policy

Shipping & Returns Policy

Shipping, Returns & Order Support

We pack every order carefully and aim to make buying Pokémon cards from Hollowlog Cards simple, clear and fair. This policy explains shipping, delivery, returns, refunds, damaged parcels, international orders and buyer responsibilities.

Secure packaging

Cards are packed with care using protective materials appropriate to the order size, value and card type.

Tracked shipping where available

We use tracked services where available and practical, especially for higher value and international orders.

Clear returns process

Please contact us before returning anything so we can confirm the issue and provide the correct next step.

General policy

Before you order

Hollowlog Cards sells collectible Pokémon cards and related collectibles. Many items are vintage, pre-owned, raw, graded, scarce, fragile or condition-sensitive. Please read the product title, product description, photos and any condition notes carefully before placing an order.

Where a listing includes photos of the exact card, the photos form part of the product description. Condition labels and notes are provided as a guide only. For raw cards, condition can be subjective, especially for vintage and older cards.

By placing an order, you confirm that your shipping details are complete and correct, that you have reviewed the product information, and that you understand any shipping, import and delivery terms that apply to your destination.

New Zealand shipping

Domestic shipping within New Zealand

We ship orders from Auckland, New Zealand. Orders are usually packed and dispatched as soon as reasonably practical, but dispatch times can vary during busy listing periods, sale periods, weekends, public holidays or periods of high order volume.

Delivery timeframes shown at checkout or provided by carriers are estimates only unless we expressly agree to a specific delivery deadline in writing. Courier delays, rural delivery, weather events, peak periods and carrier network issues can affect delivery times.

  • Address accuracy: customers are responsible for providing a complete and correct delivery address.
  • Rural delivery: rural or remote addresses may take longer and may incur additional carrier handling.
  • Combined orders: where possible, we may combine orders for practical packing and shipping.
  • Authority to leave: if you request or permit unattended delivery, you accept the risk once the parcel is recorded as delivered.

International shipping

Australia, USA, Singapore and Hong Kong

Hollowlog Cards currently ships selected Pokémon cards internationally from New Zealand to Australia, the United States, Singapore and Hong Kong.

International delivery times are estimates only. Parcels may be delayed by customs processing, local carriers, security screening, weather events, public holidays or other events outside our control.

Product prices for international customers do not include New Zealand GST. Import duties, taxes, GST/VAT, tariffs, customs charges, brokerage fees or carrier collection fees may be payable by the buyer on delivery, depending on the destination country. These charges are not included unless clearly shown at checkout.

  • International buyers are responsible for any import charges, customs fees, taxes, tariffs or carrier fees charged in their country.
  • We cannot mark commercial orders as gifts or declare a lower value than the actual order value.
  • If a parcel is refused, unclaimed or returned because import charges were not paid, we may deduct original shipping, return shipping, carrier charges and unrecoverable costs from any refund where legally permitted.
  • International shipping charges are generally non-refundable once an order has been dispatched, unless required by law.

Collectible card condition

Condition notes, photos and raw card grading

Pokémon card condition is subjective. We do our best to describe and photograph cards clearly, but minor differences in interpretation can occur, especially with raw cards, vintage cards, foil surfaces, whitening, scratches, print lines, edge wear, dents, warping or factory defects.

Unless a listing clearly states otherwise, cards should be treated as pre-owned collectibles that may show signs of age, handling, storage or play. Photos are the best representation of the item. Please ask questions before ordering if condition is important to you.

We do not guarantee that a raw card will achieve any particular third-party grading result. Any condition wording is an approximate guide only and is not a grading guarantee.

Returns

Change-of-mind returns

Please choose carefully. We do not offer refunds, exchanges or cancellations for change of mind, buyer’s remorse, finding the item cheaper elsewhere, ordering the wrong item, or deciding you no longer want the item, unless we agree otherwise in writing or are required to do so by law.

This is especially important for collectible cards, where condition, scarcity, market value and availability can change quickly.

Order issues

If something is wrong with your order

If your order arrives damaged, incomplete, incorrect or materially different from the listing, please contact us as soon as possible. To help us resolve the issue quickly, please provide:

  • Order number: include your order number and the name used at checkout.
  • Photos: include clear photos of the item, packaging, label and any damage.
  • Timing: contact us as soon as reasonably possible after delivery.
  • Keep packaging: retain all packaging until the issue is resolved, as carriers may require it.

Please do not return an item without contacting us first. Unauthorised returns may be delayed, refused or returned to sender where legally permitted.

Refunds and remedies

Faulty, incorrect or damaged items

Nothing in this policy limits any rights you may have under the New Zealand Consumer Guarantees Act, Fair Trading Act or other laws that apply to your order.

If an item is faulty, incorrect, damaged in transit or materially different from the listing, we will assess the issue and offer a remedy where required. Depending on the situation and what the law requires, this may include a repair, replacement, partial refund, full refund or another fair resolution.

Where a refund is approved, refunds are usually processed back to the original payment method. Processing times may depend on your bank, card provider or payment platform.

Buyer responsibilities

When we may not be able to refund

To the extent permitted by law, we may decline or reduce a refund, return or claim where the issue was caused by:

  • an incorrect, incomplete or unsafe delivery address supplied by the customer;
  • failure to collect a parcel, pay import charges, respond to carrier contact or complete customs requirements;
  • damage caused after delivery, including mishandling, storage, opening, bending, moisture, heat or display damage;
  • a customer returning an item without approval or using inadequate return packaging;
  • normal wear, age, printing defects, minor imperfections or condition details visible in the listing photos;
  • subjective disagreement with a raw card condition estimate where the listing photos reasonably showed the item;
  • market value changes after purchase;
  • third-party grading outcomes, grading fees or expectations about future grade or resale value.

Lost, delayed or returned parcels

Delivery issues

If a parcel appears delayed or missing, please contact us and we will work with the carrier where appropriate. Carrier investigations can take time, especially for international orders.

If tracking shows a parcel has been delivered, we may ask you to check with household members, neighbours, building reception, parcel lockers, local delivery depots or the carrier before a claim can be progressed.

If a parcel is returned to us because of an incorrect address, failed delivery, unclaimed parcel, unpaid import charges or refusal to accept delivery, we may deduct original shipping, return shipping, carrier charges, payment fees and other unrecoverable costs from any refund where legally permitted. Re-shipping may require a new shipping payment.

Cancellations

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible. We will try to help where we can, but we cannot guarantee changes or cancellations once an order has entered packing, label creation or dispatch.

We reserve the right to cancel and refund an order where an item is unavailable, there is a listing or pricing error, payment risk is identified, shipping is not available to the address provided, or the order cannot be completed safely or lawfully.

Return shipping

How returns must be sent

If a return is approved, items must be returned in the same condition they were received, with suitable protective packaging. Cards must be protected against bending, moisture, pressure and movement in transit.

Unless we are responsible for the issue or required by law, the buyer is responsible for return shipping costs. We recommend using tracked return shipping. We are not responsible for returns lost or damaged because they were poorly packed or sent without suitable tracking, except where the law requires otherwise.

Payment disputes

Chargebacks and payment claims

If there is a problem with your order, please contact us first so we can try to resolve it quickly and fairly. Opening a payment dispute or chargeback before contacting us may delay resolution, as the payment provider may require the matter to be handled through their dispute process.

We keep order records, product information, tracking details, delivery information and customer communications to help resolve order issues and payment disputes.

Summary

Quick guide

Situation Policy position
Changed your mind No refund or exchange unless we agree or are required by law.
Incorrect address supplied Buyer may be responsible for delays, return costs, re-shipping and unrecoverable charges where legally permitted.
Damaged parcel Contact us promptly with photos of the item, packaging and shipping label.
International import charges Buyer is responsible unless charges are clearly shown and collected at checkout.
Raw card condition disagreement Photos form part of the listing. Condition estimates are guides only and not grading guarantees.
Faulty, incorrect or materially misdescribed item We will assess and provide a remedy where required by law.

FAQ

Shipping and returns FAQ

Do you accept returns for change of mind?

No. Please choose carefully. We do not offer change-of-mind refunds or exchanges unless we agree otherwise in writing or are required to do so by law.

What if my item arrives damaged?

Please contact us as soon as possible with your order number and clear photos of the item, packaging and shipping label. Please keep all packaging until the issue is resolved.

Are raw card condition labels guaranteed?

No. Raw card condition is subjective. Condition notes are guides only, photos form part of the listing, and we do not guarantee any third-party grading outcome.

Do international prices include taxes and import fees?

Product prices for international customers do not include New Zealand GST. Import duties, GST/VAT, tariffs, customs charges or carrier fees may be payable by the buyer on delivery unless clearly shown at checkout.

What happens if I refuse an international parcel?

If a parcel is refused, unclaimed or returned because import charges were not paid, we may deduct original shipping, return shipping, carrier charges and unrecoverable costs from any refund where legally permitted.

Can I cancel after ordering?

Contact us as soon as possible. We will try to help, but cancellation is not guaranteed once an order has entered packing, label creation or dispatch.

Need help?

Contact us before returning anything

If something does not look right, please contact us with your order number before sending anything back. We are happy to help and will work through the issue as fairly and quickly as possible.

This policy is intended to be read alongside any rights you may have under applicable consumer law.