Raya - Determined Explorer (177/204) [Hyperia City]

At Nutmeg Games, we do everything we can to ensure you are happy with your purchase, but sometimes we just need to make it right, so we have made our return policy easy.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  To start a return merchandise authorization or exchange (RMA), contact us at gamemasters@nutmeggames.com or see us in-store.  Please specify if you are looking for a refund or exchange. 

If your RMA is accepted, we’ll notify you within 1-2 business days.  Items sent back to us without an authorized return will not be accepted.   

To be eligible for a return, your item must be in the same condition as we shipped or sold it, unworn or unused, and in its original packaging.  We will also need a receipt or record of your order in our system.  You cannot “return” items to us that were not purchased from us.

Domestic Orders

FREE RETURN SHIPPING - All orders shipped to the continental US are eligible for free return shipping using a carrier that we’ve selected if you select to exchange the item for another item or for store credit / gift card.  We will email you a prepaid shipping label. 

For RMAs without an exchange (i.e., refund only) we require you to pay return shipping. 

International Orders

For orders outside the continental US, customers are responsible for purchasing a label and sending the item(s) back to our store after the RMA is authorized.  If you provide us with proof of shipment and cost, we can authorize store credit for that amount during refund.

Damaged Items

For items clearly damaged during initial shipment/delivery (as evidenced by damaged packaging, tire marks, etc.), please file a damaged delivery claim with the carrier (e.g., USPS or UPS).  We can assist you with this process. 

Missing Item(s)

If you did not receive the item(s) that you ordered, please reach out to gamemasters@nutmeggames.com or via our contact page on our website.  We will handle these requests ASAP if they are within 30 days after delivery.  If you are missing internal components to your item, please contact the manufacturer directly for replacement pieces. 

Instructions for Return

After you have received authorization to return your item(s), follow these steps: 

1. Package your item securely to reduce risk of damage during return.
2. Print out the shipping label and securely attach it to the package.
3. Drop the package off at the shipping carrier’s closest location.

Note: We are not responsible for loss or damage caused during return shipment, so please package your item(s) carefully. 

Refunds 

If the returned product(s) have met the requirements, you’ll be automatically refunded on your original payment method and we will email you confirmation.  We are only able to credit the original card used to make the purchase.  Please allow up to 5 business days for this process.  Please remember it can take some time for your bank or credit card company to process and post the refund.

Exchanges

To exchange your item(s), wait for your store credit refund to be issued.  Then, simply purchase whichever item(s) you want from our website.  Note that store credit is available only on the main website and in-store and does not apply to cards.nutmeggames.com.  To use your store credit on Trading Card Game (TCG) singles, place your order for in-store pickup, then contact us to use your store credit and we will ship your cards as normal.  

Exceptions 

Some items are ineligible for return or exchange.  This includes, but is not limited to:

• Collectible games (opened or sealed).
  • Magic: The Gathering
  • Pokémon TCG
  • Lorcana
• Concessions
• Event Tickets, including pre-registration.
  • No ticket will be refunded within 24 hours of the event but can be refunded if cancelled over 24 hours in advance.
  • Tickets may be released for another player 10 minutes after the event starts at management’s discretion and not refunded. Please call if you are running late. 
• Gift cards or the purchase of Store Credit
• Preowned Items
• Clearance, dinged / dented / "As Is" discount items

You can always contact us for any reason at gamemasters@nutmeggames.com.  All in-store RMAs will be handled on the spot, following the same policy (skipping the shipping).

Management reserves the right to deviate from this policy for extenuating circumstances.