Scope and support
This policy covers Gem purchases, card entitlements, and physical delivery through PackMagic, operated by Brightwave Products Inc. Contact support@packmagic.app with your order, opening, or shipment reference, or write to Brightwave Products Inc., 2311 Alexandra Road, Papillion, NE 68133, United States. This address is for correspondence, not physical-card returns. Mandatory consumer, payment-dispute, warranty, and cancellation rights remain available.
Demo activity creates no purchase, refundable payment, or physical shipment. Live checkout and delivery are available only when enabled for an eligible account and destination.
What a card award means
A settled standard-card award creates a delivery entitlement to the card described in your receipt. We check availability and source standard ungraded copies after you confirm a shipping request; we do not continuously track or reserve standard-card source availability before that request. A specific physical copy may not yet be identified or held by PackMagic. PackMagic places orders through sellers on TCGplayer, receives the cards, then packs and ships them to you. We ship orders from New York. PackMagic remains responsible for your delivery and any required remedy. A catalog image identifies the card and printing, not a particular reserved copy. Existing express condition, grade, and item-specific promises remain binding; we do not claim that a displayed card is already reserved in physical inventory.
The card identity, set, number, edition, language, variant, and any expressly promised condition or grade are part of the entitlement. We will not substitute a materially different card or change an express promise without your agreement. Ordinary increases in our acquisition cost after the award are PackMagic's responsibility. They do not create an additional card-price charge or reduce your recorded exchange offer. Shipping charges and applicable tax are separately quoted.
We aim to procure Near Mint or Lightly Played copies, but standard ungraded cards may come in any condition. This sourcing goal is not a minimum-condition or grading guarantee. Any condition or grade expressly promised for the card must still be honored. General market estimates do not establish a physical card's condition. See the card condition policy for the full disclosure.
Sourcing failures and your choices
After your shipping request is confirmed, each requested card enters a task list where a PackMagic sourcer may claim it. Once the correct card is sourced and received, it enters preparation. Cards in a parcel ship after every remaining card is ready; after carrier handoff, we record the parcel and its cards as shipped.
If a requested card cannot be sourced, we refund its Gem equivalent to your wallet once and record the sourcing failure. This amount is the frozen Gem exchange value on that card's original opening receipt. It does not change with later prices and is not necessarily the cost of the opening. The affected card is removed from the parcel; other cards can continue to preparation and shipping. No additional purchase or opening is required to receive this Gem refund.
If a card needs sourcing review before an accepted shipping quote, you can request support without a shipping charge or another purchase. A support-only request is not an accepted physical dispatch. Staff review the issue before offering a merchandise remedy; this support route does not provide routine cash-out.
The same frozen-Gem-equivalent refund applies to a free award that cannot be sourced. Shipping charges and tax are handled separately. If no cards remain for delivery, we refund the applicable paid shipping fee; for a partial parcel, we reconcile the affected per-card shipping charges and any required tax adjustment. A Gem refund is not proof that a money refund has settled.
If a supported delay or a materially different replacement is offered, we explain its terms and obtain agreement where required. Silence is not agreement where affirmative consent is required. We retain the original opening record, explain which items were affected and record each separate resolution. Earlier accepted fulfillment promises and unresolved claims at account closure remain protected.
A required monetary refund is separate from ordinary credit or card cash-out. We will not force playable credit where money is owed. The remedy accounts for the relevant payments, entitlement, shipment charges, prior refunds, and applicable rights; a frozen store-credit exchange offer does not automatically determine a cash refund. A free card award still requires fulfillment or an agreed lawful resolution, even where there is no merchandise payment to refund.
Refunds or adjustments resolving a failure caused by PackMagic must be reconciled with the affected entitlement and funding records. Such a remedy is not, by itself, a reason to suspend your account or recover the same amount again. Independent fraud, payment-dispute, or other account concerns can still require review. We will not postpone a refund owed to you merely while waiting for a supplier to reimburse us.
Requesting a shipment
Select available, unlocked cards in Collection and provide an accurate supported United States delivery address, including any apartment or unit. Review the shipping service, selected cards, shipping fee, any applicable tax, and total dollar charge before confirming. Any expiry shown with an accepted quote still applies. Only destinations approved for the service are eligible.
Confirmation rechecks card ownership, reservations, address eligibility and the current shipping fee, then reserves the selected cards for the parcel. Sourcing starts after the shipping payment is confirmed, or immediately when no fee is due. An unpaid request creates no sourcing work. If a displayed fee changes or an accepted quote expires, review the updated terms before confirming. A successfully recovered confirmation returns the original shipment rather than charging again.
Delivery target, dispatch timing, and delays
We aim to deliver your cards within 21 calendar days after confirmation of a supported shipping request, including outbound carrier transit. Supplier arrival, preparation, packing, and transit all count toward this target. This is a delivery target, not a guaranteed arrival date. Any specific dispatch or delivery commitment accepted for your shipment, and any earlier applicable promise or legally required deadline, takes precedence. Before confirmation, we identify the supported dispatch estimate and delivery service. A catalog listing does not promise immediate dispatch.
If we cannot ship within the promised or legally required period, we will notify you before that deadline, explain the delay and a supported revised date or state that no date is available, and explain your cancellation and refund choices. We will obtain consent where required and state the response deadline and what happens if you do not respond. Silence is not agreement where an affirmative response is required. If we cannot fulfill the order or obtain required consent, we will cancel the affected obligation and provide the required refund.
Starting procurement does not remove a legal right to cancel a delayed or unfulfillable order. Where a renewed delay requires new consent, we will request it rather than rely on an earlier agreement indefinitely. The date from which our shipping obligation begins follows applicable law for the transaction, including any required treatment of an entitlement held before you request delivery.
Cancelling a shipment
Ordinary shipment cancellation is available before a sourcer claims work on the parcel or physical dispatch is recorded. A successful cancellation returns the reserved cards to your collection. We refund any paid shipping fee separately to its original payment method. Cancellation does not automatically exchange the cards or refund a separate Gem purchase.
Once a sourcer has claimed work or dispatch has begun, contact support. The app may no longer offer ordinary cancellation, but sourcing-failure and statutory-delay remedies remain separately available. We will assess the applicable obligation and record the resolution; an internal procurement status cannot remove a cancellation or refund right required by law. Do not assume that sending an email has cancelled a parcel already in transit.
Tracking, address problems, and delivery
We add the carrier and tracking reference when available. Carrier tracking can take time to update, and the app's shipment status may depend on staff recording carrier confirmation. It is not a guarantee of real-time tracking. When email notices are available for your verified address, the routine notices are shipment confirmed after Confirm shipping, stating that your cards are being prepared, and shipped after the first recorded carrier scan. Any carrier estimate shown comes from the supplied shipment information. Optional push notifications and routine emails do not replace necessary individual delay, remedy, or account notices.
Tell us promptly about an incorrect address, failed delivery, or returned parcel. We will explain available corrections and any reasonable, disclosed redelivery charge before asking you to authorize it. We will not treat a carrier scan as conclusive if you report a missing delivery, or automatically disclaim responsibility for every parcel once it is handed to a carrier.
No physical-card returns
We do not accept physical-card returns, including because market value changed or you are disappointed with an accurately disclosed opening result. This does not limit a required remedy for non-delivery, an incorrect, counterfeit or materially misdescribed card, or another applicable consumer right. A card exchange for Gems is a separate collection action, not a physical return.
Wrong, damaged, missing, or questionable cards
Contact support promptly if a shipment is missing, damaged, materially different from its description, or raises an authenticity concern. Include the shipment reference and, where possible, photographs of the card, protective packaging, and shipping label. Keep the packaging while we investigate. Do not post address labels publicly.
We will investigate and arrange an appropriate replacement, refund, or other required remedy. We do not offer routine return intake. Earlier applicable promises and mandatory consumer rights remain available. A support reporting preference does not shorten a statutory claim period.
A change in market value or disappointment with an accurately disclosed random result is not a defect. Do not mail cards to our correspondence address or to an unconfirmed destination. Contact support about a delivery or authenticity problem before sending anything. Any remedy required by applicable law remains available.
Gem purchase refunds
Contact support to request review of an accidental, duplicate, unauthorized, failed, or otherwise disputed charge. An ordinary credit purchase does not become refundable solely because a completed opening returned a low-value card. An error, unauthorized payment, failure to provide what was purchased, or mandatory legal right requires separate review.
For unused purchased credit, including at closure, we reconcile verified paid amounts against original orders, spending, refunds, and chargebacks and offer the refundable unused paid amount to the original payment method, subject to applicable rights. Promotional and exchange credit do not automatically convert to money. We explain the calculation; the combined wallet is not a cash deposit balance.
Monetary refunds are processed through the original payment provider where possible. A refund against a charge cannot exceed its remaining refundable amount; this does not limit a separate legal remedy. We process refunds owed to you promptly and within the applicable deadline. A legally required refund is not delayed by an internal approval or supplier reimbursement. Your bank or payment provider determines when the credit appears. We will not require promotional credit instead of money owed to you.
Refund adjustments and disputes
An ordinary payment refund or lost dispute reverses corresponding credit once, using available purchased credit first and then other available sources. An uncovered reversal can restrict new prize actions during review. Calculations account for prior adjustments and recovery. PackMagic-caused fulfillment remedies use separate entitlement/funding reconciliation to avoid debiting already-consumed consideration twice; an independent dispute or fraud restriction can still apply.
We will investigate a disputed adjustment using transaction records and explain the resolution. We will not issue duplicate recovery, charge a different payment method without consent, or prevent you from exercising lawful chargeback rights. A dispute does not authorize automatic forfeiture of unrelated cards.
Closing an account
Requesting deletion does not settle every card or payment automatically. We must identify remaining obligations and agree on any required fulfillment, refund, or voluntary surrender. You are not required to make another purchase or continue playing to request deletion. The account deletion policy describes the process and retained records.