You may request to cancel your order at any time before the order has been marked as “Dispatched” in our system. An order is considered dispatched once a shipping label has been generated, a tracking number assigned, or the item has entered the final shipping process.

For cancellations made before dispatch, a 5% cancellation fee will be deducted from your refund to cover non-refundable payment processing costs.

Pre-Order Items

Items labeled as “Pre-Order” are not yet released and will ship on or after the listed release date at the time of purchase.

If you wish to cancel a pre-order, the following terms apply:

Cancellations made 30 or more days before the listed release date qualify for a full refund with no cancellation fee.

Cancellations within 30 days of the release date may be subject to the standard 5% cancellation fee, or may be declined if the order is already in fulfillment.

If the release date is delayed by the manufacturer or publisher by more than 14 days, you may cancel your pre-order at any time before it ships for a full refund with no cancellation fee.

The “expected release date” is based on information available at the time of purchase and is subject to change by the manufacturer or distributor.

Limits & Abuse Prevention

We reserve the right to limit or deny cancellation requests from customers showing patterns of excessive cancellations or suspected abuse.

We offer a 30-day return window. You must initiate your return within 30 calendar days of receiving your order, as confirmed by tracking data.

Return Eligibility

To qualify for a return:

• The item must be sealed, unused, and in its original condition

• All original packaging, inserts, tags, and accessories must be included

• A valid Return Merchandise Authorization (RMA) number must be obtained from us before sending any item back

Approved returns must be shipped within 7 days of receiving RMA approval. Returns shipped after this period may be denied.

Non-Returnable Items

Unless damaged or defective, the following items are not eligible for return:

• Opened or unsealed trading card products (e.g., booster packs, booster boxes, starter decks)

• Opened board games or miniatures

• Pre-owned or secondhand items

• Digital or downloadable content (e.g., codes, PDFs, redemption cards)

• Limited edition or pre-order exclusives clearly marked as “Non-Returnable” at checkout

Items returned with signs of opening, tampering, resealing, or misuse will be declined for refund or exchange.

Please inspect your order immediately upon delivery. If an item arrives damaged, defective, or incorrect, you must contact us within 3 calendar days of delivery (per tracking confirmation).

To report an issue, email us at returns@fiveowlspublishing.com with:

• A description of the issue

• Clear, high-resolution photos of:

1. The damaged or defective item (from multiple angles)

2. The shipping box

3. The original label and any visible damage

 Once verified, we will offer a resolution, which may include:

• A replacement item

• A full or partial refund

• Store credit

Important:

Claims submitted after 3 days of delivery may not be eligible for resolution. Items with signs of intentional damage or misuse are not eligible for compensation.