Refund policy
Most of our products are made to order and are not eligible for return once production has started. A limited number of situations qualify for a return or refund — please review the sections below, including "Exceptions / Non-Returnable Items," to see if your item is eligible.
To be eligible for a return, your item must meet our return criteria, be in the same condition you received it—unworn or unused, with tags, and in its original packaging—and include the receipt or proof of purchase.
To start a return, you can contact us at cs@tcgplaimats.com. Please note that returns will need to be sent to the following address:
PO Box #5361 Kennewick, WA 99336
If your return is accepted due to a defect, damage, or an error on our part, we'll send you a prepaid return shipping label. For all other accepted returns, including UK/EU statutory withdrawal requests, return shipping is the buyer's responsibility unless applicable law requires otherwise. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at cs@tcgplaimats.com.
Incorrect Shipping Address
Please double-check your shipping address before placing your order. We are not responsible for orders shipped to an incorrect address provided at checkout. We do not offer refunds, replacements, or exchanges in cases where the shipping address was entered incorrectly by the customer.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as perishable goods (food, flowers, plants), custom products (special orders or personalized items), and personal care goods (beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Playmats and other made-to-order products are not eligible for refunds or replacements if the wrong size was ordered. Please double-check the size details before placing your order.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellation Policy
All of our products are made to order and sent to production shortly after an order is placed. Because of this, order cancellations must be requested within 2 hours of purchase.
After this window, your order will likely already be in production and cannot be canceled, changed, or refunded. It is the buyer's responsibility to ensure all details—including size and design options—are correct at checkout.
We appreciate your understanding as this policy helps us fulfill and ship orders efficiently.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.
UK & EU 14-Day Cooling-Off Period
If merchandise is shipped into the United Kingdom or European Union, applicable consumer law may entitle you to cancel or return your order within 14 days of receipt. This statutory right may not apply to items made to your specification or clearly personalized; whether a given made-to-order product qualifies depends on the specifics of the order. Where the right applies, your item must be in the same condition you received it—unworn or unused, with tags, and in its original packaging—and you'll need the receipt or proof of purchase. Unless the item is defective, damaged, incorrect, or applicable law requires otherwise, return shipping costs are the buyer's responsibility. Please contact us before returning an item so we can provide instructions.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at cs@tcgplaimats.com.