Refund Policy

Last updated: July 4, 2026.

Delivery windows

Each listing's delivery panel shows what to expect for that item. If your order hasn't arrived within the stated window, contact us before opening a payment dispute — most delays are resolved quickly once we're aware of them, and are usually caused by the specific item itself or how busy the ladder currently is.

Eligible for a refund

• An order that was never delivered within a reasonable window after contacting support
• An order delivered significantly different from what was listed

Not eligible for a refund

• Orders already delivered as described
• Account actions taken by the game's publisher after delivery (we're not affiliated with and don't control any game publisher)
• Change of mind after an order has been delivered
• Arcane Coins used at checkout aren't refunded back as coins if the paid portion of an order is refunded — see below

How refunds are issued

An approved refund goes back through whichever method you originally paid with — PayPal or Stripe — the same way most payment providers require. We can't redirect a refund to a different payment method, a different card, or pay it out as store credit or Arcane Coins instead unless you specifically ask for that and we agree to it. Processing time after we approve a refund depends on your bank or card issuer, typically a few business days, occasionally longer.

If Arcane Coins were applied to the order, only the portion actually paid via PayPal or Stripe is refundable through this process; coins spent on that order are not automatically restored to your balance. If cashback coins were earned on the order, those are removed from your balance if the order is refunded.

How to request a refund

Contact us with your order number and details before opening a chargeback or payment dispute with PayPal, Stripe, or your bank — disputes opened without contacting us first can delay resolution on both sides. See our Contact section on the About page.

Chargebacks

Opening a chargeback or payment dispute for an order that was successfully delivered — without contacting us first — may be treated as fraudulent activity. We may share delivery records, timestamps, and order details with PayPal or Stripe as evidence in a dispute, and we reserve the right to refuse future orders or suspend accounts involved in unwarranted or abusive chargebacks. Full detail on this is covered in our Terms of Service.