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Our displays are made-to-order, meaning each product is manufactured or prepared specifically for your order.

To ensure transparency, the key points of our policy are outlined below.

• Production Time – Products are manufactured or prepared to order. Our standard production lead time is up to 10 business days prior to dispatch. During periods of high order volumes or unforeseen production demands, this timeframe may occasionally extend slightly. Where significant delays are expected, we will make reasonable efforts to keep customers informed.

• Order Cancellations – Orders may be cancelled within 12 hours of purchase, provided production, material preparation or fulfilment has not already commenced. After the 12-hour cancellation period, change-of-mind cancellations are not eligible for a refund to the original payment method. If the order has not yet been dispatched, The Card Collective may, at its discretion, consider cancellation for store credit only. Store credit is a discretionary goodwill option and is not guaranteed.

• Refused Deliveries – Refusing, rejecting or intentionally failing to accept delivery does not constitute an approved cancellation or return and does not automatically entitle the customer to a refund or store credit.

• Shipping Damage – Damage in transit should be reported within 48 hours of the recorded delivery time with supporting photographs so that any applicable courier claim can be documented promptly.

• Manufacturing Defects – Any suspected manufacturing fault should be reported within 14 days of delivery so the issue can be reviewed promptly.

• Component Replacements – Where damage or a fault is limited to an individual component of a display, an appropriate remedy may include replacement of the affected component rather than replacement of the complete display, subject to applicable consumer law. Any replacement component will match the original product specifications and variant selected at checkout and cannot be changed to a different colour, size, holder type, layout or other configuration as part of a damage or defect claim.

• Change of Mind / Returns – Items must be unused, in original condition, and with protective films intact. Return shipping costs for change-of-mind returns are the responsibility of the customer. Where an approved return is required because an item arrived damaged, faulty or incorrect, return shipping arrangements will be provided by The Card Collective. Supporting photographs of the product, protective films, and packaging are required for return requests where relevant. Retaining the original packaging is strongly recommended to ensure safe return transit and may be required for damage claims.

• Shipping – Complimentary Worldwide Express Shipping is available where advertised on our store. International orders may be dispatched using UPS, TNT, DHL or FedEx, depending on destination, parcel requirements, service availability and routing. Suitable domestic Australian orders may also be dispatched using Australia Post Express Post where appropriate. Express transit is typically advertised by the applicable carrier as approximately 2–5 business days after dispatch, although actual delivery times may vary.

• Delivery Confirmation – If tracking shows an order as delivered but the parcel cannot be located, please contact us so the available delivery and carrier information can be reviewed. A delivered tracking status does not automatically guarantee a replacement or refund.

• Modular System – Where compatible modular display inserts are available, layout changes can be made by replacing the relevant insert without replacing the entire display. Compatibility depends on the specific frame model and product generation.

Full details of our policy are provided below.

For return requests, the applicable timeframe is up to 61 days for US orders and up to 31 days for all other countries from the date of delivery.

Items must be unused, in original condition, with protective films intact. For change-of-mind returns, return shipping costs are the responsibility of the customer.

If your order arrives damaged in transit, please notify us within 48 hours of the recorded delivery time so the issue can be properly documented and, where applicable, raised with the shipping carrier.

Shipping damage reported after 48 hours may not be eligible for a courier damage claim because carrier reporting and evidence requirements can be time-sensitive. This reporting timeframe does not exclude any rights or remedies that cannot lawfully be excluded under applicable consumer law.

If you believe your item has a manufacturing defect, please notify us within 14 days of delivery so the issue can be reviewed promptly.

To request assistance, please contact us via:

WhatsApp: +61 493 227 778
Email: contact@thecardcollective.au

Please use the number above for WhatsApp messages only. Standard SMS/text messages are not monitored as a customer support channel.

Please include:

• Your order number
• Clear photographs of the issue, protective films, and packaging where relevant

Damage claims should include photographs of the product, internal packaging, and external shipping box so the issue can be properly assessed and documented for any applicable courier claim.

The original packaging must be retained while a shipping damage claim is being reviewed and until you are advised that it is no longer required.

Claims submitted outside the stated reporting timeframes may affect our ability to pursue a courier claim or verify the circumstances, but nothing in these timeframes excludes rights that cannot lawfully be excluded under applicable consumer law.

Submitting a claim without reasonably requested supporting photographs or information may delay our ability to assess the claim.

If your item arrives damaged during transit, is deemed to have a manufacturing fault, or you receive an item that is different from the product or configuration ordered, please contact us for review.

Depending on the circumstances, the nature and extent of the issue, and applicable consumer rights, an appropriate resolution may include:

• A replacement of the affected component, where the issue is limited to an individual replaceable part of the display
• A replacement product
or
• A refund, where appropriate

Where damage or a fault is limited to an individual component of a display, an appropriate remedy may include replacing the affected component rather than replacing the complete display, where appropriate and permitted by applicable consumer law. This may include a replacement aluminium frame, foam insert, acrylic panel, matboard insert, modular insert or other replaceable component.

Any replacement component supplied as part of a damage, fault or incorrect-item claim will be provided to match the original product specifications and variant selected at checkout. This includes, where applicable, the original frame colour or finish, foam colour, matboard colour, holder or slab type, frame size, layout and configuration. A replacement component provided as a remedy cannot be changed to a different colour, size, holder type, layout, configuration or other variant unless expressly agreed by The Card Collective or required by applicable consumer law.

Where a return is required for an approved damaged, faulty or incorrect item, reasonable return shipping arrangements will be provided or covered by The Card Collective as appropriate.

We may request that the item be returned before a replacement or refund is issued. Please do not return an item before receiving return instructions, as the appropriate return method may depend on the product, location and circumstances of the claim.

This section does not apply where the customer ordered the wrong size, holder type, configuration, colour or other variant and the correct item was supplied. Those circumstances are generally treated as a change-of-mind or customer-selection return, subject to eligibility under this policy.

Due to the custom, made-to-order nature of our frames and inserts, returns for change of mind are only accepted if items are unused, in original condition, and with protective films intact within the specified return window.

For eligible change-of-mind returns, return shipping is the responsibility of the customer. Any separately purchased or specially requested shipping charges, where applicable, may not be refundable unless required by law.

Each display insert is prepared specifically for the selected configuration, so please carefully review your selected options before completing your purchase.

Depending on the product, selections may include:

• Frame size
• Layout configuration
• Frame colour or finish
• Matboard colour, where applicable
• Holder or slab type, including PSA, CGC, BGS or One Touch where offered
• Mount type (sleeve or perfect-fit sleeve), where applicable
• Other product-specific options shown on the product page

Ordering an incorrect holder type, frame size, colour, configuration or other product option does not make the item faulty or incorrect where the product supplied matches the option selected at checkout.

Custom-made products, custom sizing, personalised products, or specially approved configurations may not be eligible for change-of-mind returns unless required under Australian Consumer Law or other applicable consumer legislation.

For an approved change-of-mind or customer-selection return, the customer is responsible for arranging and paying the return shipping cost.

For an approved claim involving an item that arrived damaged, faulty or incorrect, where a return is required, The Card Collective will provide or cover the appropriate reasonable return shipping arrangements.

Please do not send a product back without first contacting us and receiving return instructions.

Returned items should be packaged securely to reduce the risk of damage during return transit. Where original protective packaging remains available, we recommend using it wherever practical.

Customers remain responsible for ensuring that change-of-mind returns are adequately packaged for return transit. Damage caused during a customer-arranged return due to inadequate packaging may affect return eligibility or the amount refundable, subject to applicable consumer law.

We do not offer direct exchanges.

If you ordered an incorrect size, holder type, configuration or other option and the item qualifies for a change-of-mind return, the original item must follow the applicable return process and a new order should be placed for the correct product or configuration.

Where compatible modular layout inserts are available for a particular frame, they may provide an alternative way to update the layout or configuration without replacing the entire frame.

Modular insert compatibility is product-specific and should not be assumed unless compatibility is stated for the relevant frame.

Orders may be cancelled within 12 hours of purchase, provided production, material preparation or fulfilment has not already commenced.

If you need to request a cancellation or modification during this period, please contact us as soon as possible. A request is not confirmed until it has been reviewed and expressly accepted by The Card Collective.

Once the initial 12-hour cancellation period has passed, change-of-mind cancellations are not eligible for a refund to the original payment method.

This applies even where the order has not yet been dispatched, as made-to-order products may already have entered material sourcing, preparation, manufacturing, customisation, quality control, packaging or fulfilment processes before shipment occurs.

After the 12-hour period, the only potential change-of-mind cancellation option before dispatch is a discretionary store-credit cancellation as described below. Store credit is not guaranteed and must be expressly approved by The Card Collective.

Submitting a cancellation or modification request does not automatically stop production, preparation or fulfilment. The order remains active unless The Card Collective expressly confirms otherwise.

This restriction applies to change-of-mind cancellations. It does not affect any rights or remedies for faulty, damaged, incorrectly supplied or otherwise non-compliant goods under applicable consumer law.

Once the initial 12-hour cancellation period has passed, refunds to the original payment method are not available for change-of-mind cancellation requests.

If an order has not yet been dispatched, customers may contact The Card Collective to ask whether the order can still reasonably be stopped.

Where circumstances reasonably allow, The Card Collective may, at its sole discretion, approve cancellation in exchange for store credit only.

This is a discretionary goodwill option. Store credit is not guaranteed merely because an order has not yet been dispatched, and customers should not assume that a request will be approved.

In determining whether store credit can be offered, The Card Collective may consider factors including:

• the stage of production or preparation
• whether materials or components have already been ordered or allocated
• whether manufacturing or customisation has commenced
• whether the product has been completed or substantially completed
• whether packaging or fulfilment has commenced
• manufacturing, handling, fulfilment or other non-recoverable costs already incurred
• whether the order can reasonably be stopped before dispatch

Store credit may therefore be declined entirely where the order has progressed too far or where significant non-recoverable costs have already been incurred.

Any store credit offered under this provision must be expressly confirmed by The Card Collective. Until that confirmation has been provided, the order remains active and production, preparation or fulfilment may continue.

Where a discretionary store-credit cancellation is approved, the applicable credit amount and any conditions of use will be communicated to the customer as part of the cancellation arrangement.

Approval of store credit in one case does not create an entitlement to store credit for other orders or customers, as each request is assessed according to its individual circumstances and production status.

After the 12-hour period, an approved discretionary change-of-mind cancellation will be provided as store credit only and not as a cash refund, bank refund, card refund, PayPal refund or refund to the original payment method.

This discretionary store-credit provision applies only to change-of-mind cancellation requests. It does not limit any rights or remedies available for faulty, damaged, incorrectly supplied or otherwise non-compliant goods under applicable consumer law.

Refusing, rejecting or intentionally failing to accept delivery of an order does not constitute an approved cancellation or return and does not automatically entitle the customer to a refund or store credit.

If you no longer wish to receive an order, please contact The Card Collective before refusing or rejecting delivery so that we can review the circumstances and advise you of the available options.

Once an order has been dispatched, we cannot guarantee that a shipment can be intercepted, redirected or returned before delivery.

Where a parcel is refused, rejected or intentionally left unaccepted without prior approval and is subsequently returned, any potential refund, store credit, reshipment or other resolution will be assessed after the parcel has been returned or otherwise accounted for and its condition has been reviewed.

Where permitted by applicable law, costs reasonably incurred as a result of an unapproved refused or unaccepted delivery may be taken into account when determining any applicable refund, credit, reshipment or other resolution.

These costs may include outbound shipping, return shipping, carrier charges, customs charges, handling costs or other non-recoverable delivery expenses.

Made-to-order products remain subject to the applicable cancellation and change-of-mind return conditions even where delivery is refused.

A customer should therefore not refuse delivery on the assumption that doing so will automatically result in a full refund or store credit.

If a customer believes an order is faulty, damaged, incorrect or otherwise not as ordered, they should contact The Card Collective so that the issue can be reviewed under the appropriate claims and returns process rather than refusing the shipment without prior approval.

This section applies to unapproved or change-of-mind refusal of delivery. It does not limit any rights or remedies available where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable consumer guarantees.

Products are manufactured or prepared to order.

Our standard production lead time is up to 10 business days prior to dispatch.

During periods of high order volumes or unforeseen production demands, this timeframe may occasionally extend slightly. Where significant delays are expected, we will make reasonable efforts to keep customers informed.

Production time does not include courier delivery time.

Shipping and transit estimates begin after dispatch unless expressly stated otherwise. Further information regarding shipping methods, tracking and delivery is available in our Shipping Policy.

To provide a wider range of premium display products, some items are manufactured and assembled by trusted production partners to our specifications before being forwarded through our international fulfilment network for quality inspection, protective packaging, and dispatch.

Every product is inspected and packaged prior to shipment to help ensure it arrives safely and meets our quality standards.

Depending on the product ordered and destination country, orders may be dispatched from one of our approved international fulfilment locations.

Our display frames are supplied with clear acrylic that provides basic UV protection suitable for general indoor display.

Our acrylic is not suitable for direct sun exposure and should not be used where the product will receive prolonged direct sunlight, as this may accelerate fading or deterioration of displayed collectibles over time.

Basic UV protection should not be interpreted as archival protection or as a guarantee against fading, discolouration or deterioration.

Customers seeking the highest level of UV protection are encouraged to source 99% UV-protective museum-grade glass or acrylic through a local framing specialist. We do not currently offer museum-grade glazing due to its significantly higher cost, increased weight, fragility, and increased risk of damage during international shipping.

For the best long-term preservation of your collectibles, we recommend displaying all frames indoors, away from direct sun exposure, excessive heat, and high humidity.

Our premium aluminium display frames are available in a range of anodised finishes.

Due to manufacturing differences between finishes, larger aluminium frame sizes with 25 openings and above are currently available in silver only.

The silver aluminium profile provides the structural strength required to support larger display configurations during handling, shipping, and long-term use. Other anodised finishes are manufactured differently and do not provide the same level of strength for these larger frame sizes.

This limitation applies only to larger frame sizes and is intended to ensure the durability and reliability of your display.

Please ensure you select the correct display variant for your collectibles before placing your order. Display frames are manufactured specifically for the selected holder type, including PSA, CGC, BGS, One Touch magnetic holders, or other compatible options where stated.

Products manufactured for one holder type are not interchangeable with other holder types unless specifically stated on the product page.

For example, ordering a PSA configuration for BGS slabs does not make the supplied product incorrect if the PSA configuration selected at checkout was supplied.

If you are unsure which configuration is suitable for your collection, please contact us before ordering.

Modular inserts are designed specifically for compatible modular display frames and cannot be guaranteed to fit previous product generations or third-party frames.

Product images are provided for illustrative purposes only. Colours and finishes may vary slightly due to photography, lighting conditions, monitor settings, and natural material characteristics.

Unless otherwise stated, trading cards, graded slabs, magnetic holders, display stands, and decorative accessories shown in product photographs are for demonstration purposes only and are not included with the product.

Due to the size and protective packaging requirements of our display frames, products may be packaged individually in separate protective shipping boxes to help ensure safe transit.

Orders containing multiple frames or products may therefore be dispatched in separate parcels, receive separate tracking information, or arrive on different days.

Where Complimentary Worldwide Express Shipping is advertised on our store, separate packaging does not mean that additional shipping charges will be requested after purchase.

Products may be opened during the fulfilment process for quality inspection and the addition of protective packaging before being securely resealed for shipment.

Full information regarding shipping options, tracking, customs, delays and delivery issues is available in our Shipping Policy.

Once an order has been dispatched, delivery times are determined by the applicable courier service and destination.

Orders eligible for Complimentary Worldwide Express Shipping may be dispatched using established express services including UPS, TNT, DHL or FedEx. The courier used for an individual shipment depends on factors including destination, parcel dimensions and weight, service availability, routing and other logistical requirements.

For domestic Australian orders, suitable shipments may also be dispatched using Australia Post Express Post where appropriate. Australia Post is Australia's government-owned national postal service and operates an established domestic delivery network. Express Post may be selected where the parcel size, destination and available service provide an appropriate express delivery option.

Larger or oversized Australian orders may instead be dispatched using another suitable express or specialist carrier where required by the package dimensions, weight or destination.

Express courier transit is typically advertised by the applicable carrier as approximately 2–5 business days after dispatch. This timeframe relates to courier transit only and does not include our production and processing time of up to 10 business days prior to dispatch.

All delivery timeframes displayed or communicated by The Card Collective are based on estimates supplied or advertised by the applicable carrier. They are provided as guidance only and are not guaranteed arrival dates by The Card Collective.

Actual transit times may vary due to destination, customs or border processing, remote-area service, carrier network conditions, weather, peak delivery periods and other circumstances outside our direct control.

Courier delays or temporary gaps in tracking do not automatically qualify an order for refund or cancellation once the order has been dispatched.

A period without a tracking update does not necessarily mean that a parcel has been lost.

If you believe there may be an issue with your shipment, please contact us with your order number and tracking information so the available shipment information can be reviewed.

Depending on the product ordered and destination country, orders may be dispatched from one of our approved fulfilment locations.

For direct orders placed through The Card Collective website, applicable import duties and customs charges are intended to be covered in accordance with the shipping terms offered by our store.

Customs authorities, carriers and local processing requirements vary between destinations. In some circumstances, a carrier or local authority may still issue an unexpected request for customs or import payment.

If you receive an unexpected customs or import charge relating to a direct website order, please contact us via WhatsApp at +61 493 227 778 or email contact@thecardcollective.au and provide any available supporting documentation, such as the customs notice, carrier invoice, payment request or other relevant correspondence, so the charge can be reviewed.

If you have already paid an unexpected customs or import charge, please retain and provide proof of payment together with the supporting documentation for review.

Orders placed through third-party marketplaces, including Etsy and eBay, remain subject to the policies, taxes and checkout processes of those respective platforms. Taxes, VAT, GST or similar amounts collected directly by a marketplace are administered according to that platform's requirements.

If tracking shows your parcel as delivered but you cannot locate it, please first check the delivery location, safe places around the property, household members, neighbours where appropriate, and building reception or parcel collection areas where applicable.

If the parcel still cannot be located, please contact us with your order number and tracking information so the available delivery and carrier information can be reviewed.

A carrier delivery scan does not automatically guarantee a replacement or refund. The circumstances may first need to be reviewed using the available tracking, delivery and carrier information.

Where a parcel has been correctly delivered and is subsequently lost, misplaced or stolen after delivery, replacement or refund may not be available, subject to applicable consumer law.

Customers may choose to arrange delivery to a secure location if theft risk is a concern.

Customers are responsible for ensuring their shipping address and contact information are correct and complete at checkout.

If you notice an error after placing your order, please contact us as soon as possible.

If the order has not yet been dispatched, we will review whether the delivery information can still be updated.

Once an order has been dispatched, an address change, carrier redirect or parcel interception cannot be guaranteed and will depend on the carrier and shipment status.

If a parcel is returned due to incorrect or incomplete address information supplied by the customer, additional shipping charges may apply to resend the order.

Orders lost as a direct result of incorrect address information provided by the customer may not be eligible for replacement or refund, subject to applicable consumer law.

Frames and inserts are designed for display purposes and should be handled and installed with care.

Damage resulting from:

• improper installation
• physical modification of the frame
• electrical modification of LED components
• incorrect power sources
• mishandling after delivery

is not covered as a manufacturing defect under this policy.

Acrylic panels are supplied with protective films on both sides to protect the surface during manufacturing and shipping. Any minor marks, haze, static dust, or protective film impressions visible before the protective films are removed are typically on the protective films themselves and not the acrylic panel.

If marks, cloudiness or other concerns remain on the acrylic itself after the protective films have been removed, please contact us within the applicable reporting period if you believe there may be a manufacturing issue.

Magnetic holders, graded slabs, and other third-party accessories remain the property and responsibility of the customer. We are not responsible for damage resulting from incorrectly installed or incompatible accessories.

Minor variations in aluminium finishes, timber grain, acrylic appearance, matboard edges, colour tone, brushed surface direction, and other natural or manufactured materials may occur during production.

Minor manufacturing tolerances and these variations are considered normal characteristics of the materials and manufacturing process and do not, by themselves, constitute manufacturing defects.

This does not apply where a variation amounts to a genuine fault, material defect, incorrect product or other failure covered by applicable consumer guarantees.

Where a refund is approved and a refund is available under this policy, it will generally be issued to the original payment method used for the order where possible.

For clarity, change-of-mind cancellation requests made after the initial 12-hour cancellation period are not eligible for a refund to the original payment method. Where an eligible pre-dispatch request is approved after that period, any discretionary cancellation remedy will be store credit only, as described in the cancellation section above.

The time required for an approved refund to appear in your account may vary depending on the payment provider, bank or marketplace involved.

For approved change-of-mind returns after delivery, the product must be received and its condition reviewed before the applicable refund is finalised unless otherwise agreed.

Products returned with signs of use, modification, missing components, removed protective films where their condition cannot reasonably be verified, or damage occurring after delivery may not qualify for a full change-of-mind refund, subject to applicable consumer law.

Refunds relating to damaged, faulty or incorrect goods will be handled according to the circumstances of the claim and any applicable consumer rights.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

For a failure that is not major, you are entitled to have the failure remedied within a reasonable time in accordance with the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded.

For further information regarding your consumer rights, please visit the Australian Competition & Consumer Commission website.

If you have any questions regarding our policies, a return, refund, claim or your order, please contact us via:

WhatsApp: +61 493 227 778
Email: contact@thecardcollective.au
Address: 2/290 Boundary Street, Spring Hill, QLD, 4000, Australia

Please use the number above for WhatsApp messages only. Standard SMS/text messages are not monitored as a customer support channel.

When contacting us about an existing order or claim, please include your order number and any relevant supporting information so the matter can be reviewed efficiently.