Refund policy

At Scaleforge, customer satisfaction is important to us. We want you to enjoy every purchase, whether you are adding a miniature car to your collection or discovering new collectible cards.

If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Eligibility

We accept return requests within 30 calendar days of the delivery date.

To qualify for a return, the following conditions must be met:

  • The item must be unused and in its original condition.

  • The item should include its original packaging, accessories, and included components.

  • The product must not show signs of damage caused by improper handling, misuse, or unauthorized modification.

  • Proof of purchase or a valid order number must be provided.

Due to the collectible nature of some products, original packaging and protective cases are important parts of the item's condition and should be preserved.

2. Non-Returnable Items

The following items are not eligible for return due to a change of mind:

  • Collectible cards that have been opened, removed from their original sealed packaging, or altered after delivery.

  • Products that have been used, modified, or damaged after delivery by the customer.

  • Items returned without their original components or essential accessories.

  • Items showing damage caused by improper handling or misuse after delivery.

This restriction does not affect your rights regarding defective, damaged, incorrect, or misrepresented products.

3. Damaged, Defective, or Incorrect Items

We take care to ensure that orders are handled properly. However, if your order arrives damaged, defective, or different from what you purchased, please contact us.

To help us resolve the issue quickly, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photos of the product and its packaging.

  • Photos of any visible shipping damage, when applicable.

Please contact us within 7 calendar days of delivery so we can investigate the issue promptly.

For confirmed damaged, defective, or incorrect items, we will provide an appropriate resolution, which may include a replacement, exchange, or full refund.

Scaleforge will cover reasonable return shipping costs for confirmed damaged, defective, or incorrectly shipped products.

4. How to Request a Return

Please follow these steps before sending any item back:

Step 1: Contact Our Customer Service Team

Email us at scaleforge@vipcareo.com with your order number and the reason for your return.

Step 2: Receive Return Instructions

Our customer service team will review your request and provide the return instructions and designated return address.

Step 3: Prepare Your Return

Pack the item securely and include all original components, accessories, and packaging.

Step 4: Ship Your Return

Send the package to the return address provided by our customer service team.

Please do not send any returned products before receiving return authorization and the correct return address.

5. Return Shipping Costs

Return shipping costs are handled as follows:

  • Change of Mind: Customers are responsible for return shipping costs.

  • Damaged or Defective Products: Scaleforge will cover reasonable return shipping costs after the issue is confirmed.

  • Incorrect Items: Scaleforge will cover reasonable return shipping costs when the wrong item was shipped.

Original shipping charges are non-refundable for returns due to a change of mind, unless required by applicable law.

6. Refund Processing

Once your returned item is received and inspected, we will notify you of the refund approval or rejection.

Approved refunds will be issued to the original payment method used for the purchase.

Refund processing generally takes 1-3 business days after the returned item has been received and approved.

Please allow 3-7 business days for the refund to appear in your account, depending on your bank, credit card issuer, or payment provider.

Please note that the time it takes for the refund to appear in your account depends on your bank, card issuer, or payment provider.

If you have not received your refund after the expected processing period, please contact your payment provider or reach out to our customer service team.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect product, please contact us for assistance.

Depending on product availability and the circumstances of the issue, we may offer a replacement or exchange.

If a replacement is unavailable, an appropriate refund will be arranged.

8. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

Orders that have not entered fulfillment may be eligible for cancellation.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In such cases, you may request a return in accordance with this policy after delivery.

Daily Order Cutoff Time: 5:00 PM ET

Orders received after 5:00 PM ET, on Sundays, or on public holidays will be processed on the next business day.

9. Return Address Information

Our business contact address is provided for business correspondence and customer contact purposes only.

It is not our warehouse address or product return address.

All customers must contact our customer service team before returning any products.

The correct return address and shipping instructions will be provided after your return request has been reviewed.

Please do not send returned items to our business contact address without prior confirmation.

10. Contact Information

For return, refund, or exchange inquiries, please contact us:

Store Name: Scaleforge

Business Address: 45 Delancy Ave, Pittsfield, MA 01201, United States

Phone: +1 413-442-0521

Email: scaleforge@vipcareo.com

Customer Service Hours:

Monday – Saturday: 9:00 AM – 5:00 PM ET

Sunday and public holidays: Closed.

We appreciate your understanding and thank you for choosing Scaleforge. We are committed to making your shopping experience as smooth and enjoyable as possible.