A clear view of what happens after a return or order issue is reviewed, so collectors understand when an eligible refund can be issued.

Last updated: August 4, 2026

 

Refunds begin with a return request

A return request and a refund are two different steps. If you would like us to review an order, please start by contacting RockHoops Collectibles within the return-request window described in our Return Policy. Do not send an item back before our team provides instructions.

Submitting a request does not approve a return or guarantee a refund. We first review the order, the item, its condition, and any product-specific terms that apply to the purchase.

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Inspection and approval

When we authorize a return, we inspect the item after it arrives. For premium sealed collectibles, that review may include the item, factory seals, packaging, inserts, and included components, along with the details shared in the request.

After inspection, we will let you know whether a refund, partial refund, store credit, or another resolution is appropriate. Approval depends on the item returning in an eligible condition and matching the return details we reviewed.

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How an approved refund is issued

Approved refunds are generally returned to the original payment method used at checkout. Once the refund is processed, the time it takes to appear can vary by the checkout platform, card issuer, bank, or other financial institution.

Because those institutions control their own processing, we do not set a universal posting timeline. If you have questions after we confirm an approved refund, contact us with your order number and we will help review the available details.

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Shipping and optional services

Original shipping charges and optional services are generally non-refundable as part of a standard return. This can include services or delivery selections chosen at checkout.

If RockHoops sent the wrong item, or an item arrived damaged, we will review the shipping and service details as part of that specific resolution. Any exception is determined from the order and circumstances rather than assumed in advance.

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Partial refunds

A partial refund may be appropriate when only part of an order is eligible, an included item is missing, or the returned item does not meet the condition expected for a full refund. We will explain the outcome of our review before completing the resolution.

Where a product page, listing, bundle offer, or checkout disclosure provides more specific terms, those terms may guide the resolution for that purchase.

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Damaged or Wrong Items

If your order arrives damaged, incorrect, or materially different from the item confirmed in your order, contact us as soon as possible. Please include your order number, a short description, and clear photos of the shipping box, packaging, and item when relevant.

Please keep the item and all packaging while we review the matter. Depending on the details, we may arrange a return, replacement when available, refund, or another appropriate resolution.

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Canceled orders

If you need to cancel an order, contact us promptly. We will review whether it can still be canceled, but an order may no longer be eligible once it has entered processing or shipped.

When a cancellation is accepted and a payment has already been completed, any applicable refund is generally returned to the original payment method. We will share the outcome after reviewing the order status.

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Return Policy still applies

This Refund Policy explains what happens after a return or order issue is reviewed. Eligibility to request a return (including the 14-day request window, sealed-condition expectations, final-sale exceptions, and prior-contact requirement) is described in our Return Policy.

For shipping and order handling context, please also review our Shipping Policy and Terms & Conditions.