Refund & Return Policy

At Kaapai, we are collectors just like you. We understand that protecting, organizing, and showcasing your trading cards and figures requires absolute perfection. If you are not completely satisfied with your purchase, we are here to help make it right.

Our return and refund policy is designed to be transparent, fair, and hassle-free, ensuring your ultimate satisfaction within our collecting ecosystem.

1. 30-Day Return Window

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.

Eligibility Criteria for Returns:

To be eligible for a return, your item must be in the same condition that you received it:

  • Trading Card Protectors & Storage Supplies (Sleeves, Toploaders, Binders): Must be unopened, unused, and in their original sealed packaging.
  • Display Cases & Showcases (Card Trading Boxes, Figure Cabinets): Must be unassembled (if applicable), free of scratches, and packed securely in all original factory padding, foam, and boxes.
  • You will also need the receipt or proof of purchase.

2. Return Shipping Costs

  • Defective or Damaged Items (Our Responsibility): If the return is due to a manufacturing defect or transit damage, Kaapai will cover 100% of the return shipping costs and provide a prepaid shipping label.
  • Change of Mind / Buyer’s Remorse (Customer's Responsibility): If you are returning an item due to a change of mind, personal preference, or ordering the wrong size/type, you will be responsible for paying the return shipping fees.

Note for Large Cabinets: Due to the significant weight and freight dimensions of our premium trading card display cabinets and figure showcases, return shipping fees for these items can be high. We highly recommend measuring your space carefully before purchasing.

3. Damaged, Defective, or Incorrect Items (Collector's Protection)

We take extreme pride in our heavy-duty packaging, but we know transit slip-ups can happen. Please inspect your order immediately upon receipt. If an item is defective, damaged, or if you receive the wrong product, contact us at support@kaapai.com within 5 business days of delivery.

📸 Important Note: To expedite your replacement or refund process, please include your order number along with clear photos or a short video of the damaged item and its outer packaging.

4. Non-Returnable & Exclusions

Certain types of items cannot be returned:

  • Pre-order Items: Specialized or limited-edition collector products secured via pre-order cannot be canceled or returned once fulfillment has begun.
  • Gift Cards: Digital gift cards are non-refundable.
  • Items with Missing Parts: Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error cannot be accepted for a return.

5. The Refund Process

Once we receive and inspect your returned item at our fulfillment center, we will process your refund.

  1. Inspection Notification: We will send you an email to notify you that we have received your returned item and whether the refund has been approved or rejected based on its condition.
  2. Refund Approval: If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (Credit Card, PayPal, Shopify Payments, etc.).
  3. Processing Time: Please allow 5-10 business days for your bank or credit card company to process and post the refund to your account.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This is especially recommended for fast-selling items like limited-run trading card boxes or new figure display cases.

Need Help?

Our dedicated collector support team is always standing by to assist you.

  • Email: support@kaapai.com
  • Official Website: www.kaapai.com
  • Response Time: We typically respond to all return inquiries within 24 business hours.

FAQs

View all FAQs »

What should I do if my trading card display cabinet arrives with a cracked glass or acrylic panel?

Don't worry, your collection is protected. Our premium display cabinets and figure showcases are heavily padded, but if a glass or acrylic panel cracks during transit, you do not need to ship the entire heavy cabinet back. Simply take clear photos of the damaged panel and the shipping box, and email them to support@kaapai.com within 5 business days. We will immediately ship you a replacement panel or the necessary parts completely free of charge.

Can I return trading card protectors (sleeves/toploaders) if I opened the pack but didn't use them?

To maintain the highest quality and safety standards within the collecting community, we cannot accept returns on trading card protection or storage supplies (like packs of sleeves, toploaders, or magnetic card holders) once the outer factory seal or shrink-wrap has been opened. We must ensure every collector receives 100% pristine, untampered gear.

Do you charge a restocking fee for returns?

We do not charge any restocking fees for standard items (such as card sleeves, binders, and smaller storage boxes) returned in original, unopened condition. However, for oversized freight items, such as our heavy-duty trading card display cabinets or large figure showcases, a 15% restocking fee may be deducted from your refund if the item is returned due to a change of mind, to help offset the specialized handling and warehouse inspection costs.

I bought your product on Amazon. Can I return it directly through kaapai.com?

If you purchased your Kaapai gear on Amazon, your order is subject to Amazon’s standard return policies and fulfillment network. To initiate a return, please log into your Amazon account, go to "Your Orders," and request a return through their platform. We can only process refunds and returns directly on kaapai.com for orders placed natively through our official Shopify DTC store.

What happens if my return package gets lost on its way back to your warehouse?

If you are responsible for the return shipping (such as a change of mind return), we highly recommend using a trackable shipping service (like FedEx, UPS, or USPS Priority) and purchasing shipping insurance. Kaapai is not responsible for return shipments that are lost or damaged in transit back to us. We can only process your refund once the items safely arrive at our facility and pass inspection.

How long does it take for a refunded amount to show up on my credit card?

Once our warehouse inspects and approves your return, we will trigger the refund through our Shopify system immediately. You will receive an automated email confirmation. However, the time it takes for the funds to clear and appear on your bank statement depends entirely on your financial institution—typically 5 to 10 business days.