Need to make a return?

Returning Items

All returns and exchanges must be conducted within 30 days of the original purchase date.

Items should be new, unused in original packaging, with all accessories. Some items cannot be returned if opened, such as booster packs, mystery loot, and other randomly-packaged items.

If the item is defective, missing parts, or otherwise incomplete, please bring it back regardless of condition and we’ll either help you contact the publisher for replacement parts or replace it ourselves.

For in-store purchases, we cannot issue a card refund without a receipt. We can do a cash return or exchange as long as the product is returned unopened, complete, and in original packaging.

If your purchase was through our web store, you can request a refund within 30 days of original purchase date, or in the case of a pre-order, 30 days from the date you receive the product. Receipt is not required to process refunds for products purchased online.

Refunds can take 5-10 business days to appear in your account. If you haven’t received your refund, or have further questions, please reach out to us at store@totalescapegames.com so we can assist you.

Exemptions

We do not issue returns or exchanges on opened collectible games, including but not limited to the following:

• Final sale items and clearance items
• Magic the Gathering packs, boxes, decks, and other sealed product (once opened)
• Magic the Gathering single cards
• All other Collectible Card Game (CCG) packs, boxes, and sealed product (once opened)
• WizKids loot boxes
• All other varieties of loot box or randomly-packaged products
• Snacks and drinks

Paid Pre-Orders

If you’ve pre-ordered an item through our website and pre-paid for it, you may cancel your order and request a refund at any time before receiving it.

If you pre-ordered the item in store without paying, or placed a verbal or written request either in-person or by email, you can reach out to us to cancel your order at any time before receiving it.

Once your order is in-stock and you’ve received a notification that your order is “ready for pickup,” you will need to contact us directly to cancel your order. We will hold paid pre-orders for up to 3 weeks before refunding you and canceling your order. To reach out, please email:

store@totalescapegames.com

Once you’ve picked up your pre-ordered item, our regular return policy takes effect. You may return or exchange your item per the policy stated on this page.