Last updated: November 14, 2026
This page sets out the shipping and returns policy of Nine Holo, the online trading card shop operated by Nine Holo LLC. It explains how orders are packed and sent, what delivery costs, what happens if a parcel arrives damaged, and how to return an item for a refund.
We have arranged the shipping and returns policy as nine rules in plain English. Trading cards are small, valuable and easy to damage, so the detail matters more here than it does for most things bought online. Read the summary if you are in a hurry, and the full rule if you are about to send something back. This shipping and returns policy forms part of our Terms of Service.
On this page
Shipping and returns in brief
This shipping and returns summary is a guide to the full text below. Where the two differ, the full text applies.
- The shipping options for your address, and what they cost, are shown at checkout before you pay.
- We prepare your order once your payment has been confirmed, and we email you when it has been sent.
- If an order arrives damaged or is not what you ordered, tell us within 7 days of delivery and we put it right, including the cost of sending it back.
- You may return an item within 14 days of delivery if it is in the same condition as when we sent it.
- Refunds for orders paid by cryptocurrency are made in the same cryptocurrency, for the US dollar value of the items at the time of the order.
Rule 1: The cost of shipping is shown before you pay
Shipping and returns should hold no surprises, so you should never have to place an order to find out what delivery costs. The shipping options available for your address, and the cost of each one, are shown at checkout before you pay. The total on your order page is the total you pay us: the items plus the shipping option you chose.
Shipping cost depends on where the parcel is going, how large and heavy it is, and the service you choose. A single card in a rigid holder is a very different parcel from a case of booster boxes. If you would like to know the options for your country before you fill a cart, email support@nineholo.com and we will tell you.
If no shipping option is shown for your address, we are not yet able to deliver there through the website. Email us, because we may still be able to help.
Rule 2: Orders are prepared once payment is confirmed
Payment at Nine Holo is by cryptocurrency. After you place an order, your order page shows the exact amount to send and the address to send it to. Once you have paid and submitted the transaction ID, we check the payment on the blockchain. When the payment is confirmed, your order is accepted and we begin preparing it.
That order of events matters for shipping and returns alike, because it sets the timing. The time a parcel takes to reach you is made up of three parts:
- Payment confirmation. This depends on the coin and on how busy its network is. It can take minutes or, at busy times, longer.
- Preparation. We pick the items, check them against the order and pack them.
- Transit. The delivery company carries the parcel to you. Transit time depends on the service you chose and on the destination.
We email you when your order has been sent. Any delivery time shown at checkout or in an email is an estimate and not a guarantee, because once a parcel has been handed over, its progress is in the hands of the delivery company and, for international parcels, of customs.
Rule 3: Every order is packed to protect the cards
A trading card that arrives bent has not really been delivered. Packing is part of the product, and it is the part of shipping and returns that prevents most problems before they happen.
- Single cards are sent sleeved in a rigid holder, so that the card cannot bend and its surface cannot rub.
- Graded cards are sent boxed and padded, so that the case cannot crack, scuff or rattle.
- Sealed products, such as booster boxes and Elite Trainer Boxes, are sent boxed and padded, so that corners stay square and the shrink wrap arrives intact.
If you would like to understand why each of those steps matters, or you post cards yourself, our guide to shipping trading cards explains the method step by step.
Rule 4: Tracking, addresses and delivery
This part of the shipping and returns policy covers what happens between dispatch and your door.
Tracking
Where the shipping service includes tracking, we send you the tracking number when the order is sent. Tracking information is provided by the delivery company, and it can take a little time after dispatch before the first scan appears.
Your address
Please check your delivery address carefully before you place the order. We send to the address given at checkout. If you notice a mistake, email us straight away. We can correct an address before the parcel is sent, but not afterwards.
If a parcel is delayed or does not arrive
If your tracking has not moved for several days, or the estimated delivery date has passed, email us with your order number. We will check with the delivery company and tell you what we find. Please do not wait for weeks before telling us, because delivery companies set time limits for enquiries.
If a parcel comes back to us
Sometimes a parcel is returned to us because the address was incomplete, nobody was available to receive it or it was not collected. When that happens we contact you. You can choose to have it sent again, in which case the cost of sending it a second time is yours, or to cancel the order for a refund of the items.
Rule 5: International orders, customs and import charges
International shipping and returns involve one more party. Parcels that cross a border pass through customs in the destination country. Each country sets its own rules, and it may charge import duty, tax or a handling fee before the parcel is released.
For international orders, any import duty, tax or handling fee charged by your country is the responsibility of the recipient. These charges are not included in our prices or in the shipping cost, we do not control them, and we cannot tell you in advance what they will be. Your local customs office can.
We describe the contents and value of every parcel accurately on customs paperwork. We cannot mark an order as a gift or declare a lower value, because doing so is unlawful. Customs checks can add time to a delivery, and that time is outside our control. If you refuse a parcel because of an import charge and it is returned to us, we refund the items once they are back with us, but not the cost of shipping.
Rule 6: If your order arrives damaged or wrong
Most orders arrive exactly as expected, and the shipping and returns rules are never needed. If yours does not, tell us within 7 days of delivery at support@nineholo.com. Please include:
- your order number;
- photographs of the item, showing the problem clearly;
- photographs of the packaging, inside and out, including the shipping label.
Please keep the item and all of its packaging until the matter is settled. The delivery company may need to inspect them, and we may ask you to send the item back.
If the item was damaged in transit, or it is not what you ordered, we will put it right with a replacement or a refund, including the cost of sending it back. Where the item is one of a kind, as many single cards and graded cards are, a replacement may not be possible, and we will refund you instead.
A word about sealed product. Small marks on outer shrink wrap, and slight variations in how a factory has wrapped a box, are normal and are not damage. A crushed corner, a torn seal or a box that has clearly been opened is damage, and we want to hear about it.
Rule 7: Returns within 14 days
Under our shipping and returns policy, you may return an item within 14 days of delivery if it is in the same condition as when we sent it. You do not have to give a reason. The conditions below are there because, with collectibles, condition is the product.
- Sealed products must be unopened, with the factory seal intact. Opened sealed product cannot be returned, because once the seal is broken its contents cannot be verified.
- Graded cards must be in the original, undamaged case, with the same certificate number.
- Single cards must be in the condition in which they were sent.
- Return postage is paid by the buyer unless the item was damaged, faulty or not as described.
We check every returned item against our record of what was sent. If an item comes back in a different condition, for example a sealed box that has been opened or a card with new wear, we will contact you. We may refuse the return and send the item back to you, or agree a reduced refund that reflects the loss in value.
Rule 8: How to return an item
Every return under this shipping and returns policy starts with an email. Please do not send anything back before you have heard from us. A parcel that arrives without warning cannot be matched to an order quickly, and it may be sent to the wrong place.
- Email us first. Write to support@nineholo.com with your order number and tell us which item you want to return.
- Wait for our reply. We send you the return address and instructions.
- Pack the item carefully. Use the same level of protection that it arrived in. A card returned loose in an envelope is unlikely to arrive in the condition it left you in.
- Use a tracked service. We recommend it strongly, because we cannot refund items that do not reach us. Keep your proof of posting.
- We check the item and refund you. Once the return reaches us and has been checked, we issue the refund.
Rule 9: Refunds are made in the coin you paid with
Refunds are the last step in shipping and returns. Once a return reaches us and has been checked, we issue the refund. Orders paid by cryptocurrency are refunded in the same cryptocurrency, to a wallet address that you confirm, for the US dollar value of the items at the time of the order.
That last point is worth a moment. The price of a cryptocurrency moves all the time. Refunding the US dollar value means that neither you nor we gain or lose because the rate moved between your order and your refund. The number of coins you receive back may therefore be different from the number you sent, while its value in US dollars is the same.
Before we send a refund, we ask you to confirm the wallet address and the network. Please check both carefully. A refund sent to an address you gave us cannot be recalled. Network fees charged by the blockchain are outside our control.
If you return an item because you changed your mind, we refund the price of the item. If we sent the wrong item, or it was damaged or not as described, we also refund the original shipping cost and the cost of sending it back.
Cancellations before shipping
Cancelling is simpler than shipping and returns, because nothing has moved yet. You can cancel an order at any time before it is sent by emailing support@nineholo.com with your order number. If you have already paid, we refund the payment as described in Rule 9.
Orders that have not been paid within the period shown on the order page are cancelled automatically, and nothing is owed. If you still want the items, simply place a new order, which gives you a fresh amount at the current exchange rate.
What our shipping and returns policy does not cover
A fair shipping and returns policy is clear about its limits as well as its promises.
- The contents of sealed products. Booster packs are random. The cards you pull, and what they are worth, are not grounds for a return.
- The grade of a card you send for grading. If you buy a raw card and a grading company later gives it a grade you did not hope for, that is not grounds for a return. Our card condition guide explains how condition terms are used.
- Changes in market price. Trading card prices move. A fall in the market value of an item after you have bought it is not grounds for a return.
- Damage after delivery. We are responsible for the item until it is delivered to you. After that, please store it well. Our guide to trading card storage shows how.
Your legal rights and our shipping and returns policy
Nothing in this shipping and returns policy affects any rights you have under the consumer law that applies to you. If the law where you live gives you a longer period to cancel or return an order, or stronger rights when goods are faulty, you keep those rights. In the United States, the Federal Trade Commission consumer advice pages explain many of them, and the introduction to how Bitcoin works explains why cryptocurrency refunds are sent as a new payment and not as a reversal.
Questions and answers about shipping and returns
Where can I read the shipping and returns policy in full?
You are reading it. This page is the complete shipping and returns policy, and it forms part of our Terms of Service.
How much is shipping?
The options for your address and their cost are shown at checkout before you pay. Email us if you want to know before you start an order.
How long will my order take?
It depends on the coin you pay with, the shipping service you choose and the destination. We email you when the order has been sent, with tracking where the service provides it.
Do you ship internationally?
The checkout shows the options available for your address. Import duty, tax and handling fees charged by your country are the responsibility of the recipient.
Does the shipping and returns policy apply to every product?
Yes. The same shipping and returns rules apply to sealed products, graded cards and single cards, with the conditions for each set out in Rule 7.
Can I change my address after ordering?
Yes, if you email us before the parcel is sent. After dispatch, an address cannot be changed.
Can I return a booster box I have opened?
No. Opened sealed product cannot be returned, because its contents cannot be verified. This does not apply if the box arrived damaged or was not what you ordered.
Who pays for return postage?
The buyer, unless the item was damaged, faulty or not as described. In those cases we cover it.
Why is my refund a different number of coins?
Because refunds are made for the US dollar value of the items at the time of the order. The exchange rate will have moved, so the number of coins differs while the value is the same.
What if my parcel is lost?
Email us with your order number. We open an enquiry with the delivery company and keep you informed. If the parcel is confirmed lost in transit, we refund or replace the order.
Contact us about shipping and returns
For anything about shipping and returns, whether a delivery, a return or a refund, email support@nineholo.com and include your order number. You can also find our details on the contact page. The wider rules for buying from us are in our Terms of Service, and our handling of your personal information is explained in our Privacy Policy.