Frequently Asked Questions (FAQ)
Frequently Asked Questions
Find answers to our most frequently asked questions about orders, shipping, preorders, collector services, local pickup, returns, product authenticity, and more.
📦 Orders
Can I change or cancel my order?
In-stock orders may only be canceled before they are processed for fulfillment. Once an order enters fulfillment, has been prepared for shipment, or has shipped, it may no longer be changed or canceled.
Preorders follow separate cancellation terms. Please review our Preorder Policy.
How can I check my order status?
Once your order ships, you will automatically receive an email containing available tracking information.
If your order has not yet shipped and you need assistance, contact us at support@moonlightsls.com.
Can I combine multiple orders?
Moonlight Collectibles may combine separate orders when operationally possible, but combined shipping is not guaranteed.
Whether orders can be combined depends on fulfillment status, product availability, preorder release dates, packaging requirements, order size, destination, and shipping method.
Separate orders may still ship individually and may retain their original shipping charges.
🚚 Shipping
How quickly do orders ship?
Most eligible in-stock orders are processed within 1–3 business days. Delivery time depends on the carrier, destination, service selected during checkout, and circumstances outside Moonlight Collectibles' control.
Do you ship internationally?
Yes. Moonlight Collectibles ships to eligible international destinations where carrier service is available and the products may legally be shipped.
Availability depends on destination, carrier restrictions, customs requirements, product eligibility, and applicable laws.
Do all shipments include tracking?
Tracked shipping is provided for shipped orders when tracking is supported by the selected carrier and service.
Do you insure packages?
Orders over $100 may require additional shipping insurance for the full purchase value, depending on the order, destination, carrier, and service selected.
For complete details, please review our Shipping Policy.
⭐ Preorders
When will my preorder ship?
Preorders ship after the product has been officially released, received by Moonlight Collectibles, processed, and prepared for fulfillment.
A manufacturer release date is not a guaranteed shipping or delivery date.
Why did my preorder not ship on release day?
Release dates are not guaranteed delivery dates. Manufacturer schedules, distributor delivery timing, allocation confirmation, transportation, carrier delays, customs, and processing time may affect when preorder shipments leave our facility.
Can I cancel a preorder?
Customers may request cancellation of an entire preorder before it enters fulfillment.
If Moonlight Collectibles approves the cancellation, a 15% cancellation fee based on the total value of the entire order will be deducted from the refund.
Individual preorder items generally cannot be removed from an existing order.
Preorders cannot be canceled once they have entered fulfillment, have been prepared for shipment, or have shipped.
Why did I only receive part of my preorder?
Some collectible products are distributed through allocation programs controlled by manufacturers and authorized distributors.
If Moonlight Collectibles receives fewer units than the quantity ordered, the available quantity may be fulfilled and shipped, while the remaining unfulfilled quantity is refunded to the original payment method.
For example, if a customer orders 10 units and Moonlight Collectibles receives enough inventory to fulfill only 2 units, the 2 available units may be shipped and the remaining 8 units refunded.
If no inventory is received, the affected preorder item or order may be canceled and refunded.
Will Moonlight Collectibles contact me before reducing my preorder quantity?
Advance individual consultation regarding allocation reductions is not provided. Customers may learn of an allocation adjustment through partial fulfillment, shipment confirmation, cancellation, or refund notification.
Can I order multiple preorder items together?
Yes, but customers should pay close attention to the listed release dates.
If an order contains multiple preorder items with different release dates, the entire order will generally be held until the final preorder item has been released and received by Moonlight Collectibles.
To receive products sooner, we recommend placing separate orders for products sharing the same release date.
For complete preorder terms, please review our Preorder Policy.
↩️ Returns & Refunds
Can I return trading cards or sealed products?
All purchases are final. Moonlight Collectibles does not accept returns, refunds, or exchanges except as expressly provided in our published policies or as required by applicable law.
This includes trading cards, sealed products, graded cards, randomized products, mystery products, collectible bundles, raw cards, opened items, fan-made products, custom products, and other collectible merchandise.
What if my order arrives damaged, incorrect, or incomplete?
Please contact Moonlight Collectibles within 7 calendar days of the carrier's confirmed delivery date.
Include your order number and clear photos of the item, packing slip, shipping box, shipping label, packaging materials, and any visible damage or discrepancy.
Do not discard the packaging or alter the product while a claim is being reviewed.
How long do approved refunds take?
Approved refunds are issued to the original payment method. After Moonlight Collectibles processes the refund, banks, card issuers, and payment providers may require additional time for the funds to appear.
For complete details, please review our Return & Refund Policy.
🏪 Local Pickup
Do you offer local pickup?
Yes. Local pickup may be available for eligible orders when the local pickup option is offered and selected at checkout.
Do I need an appointment?
Appointments are recommended but are not required.
Please wait until your order has been officially marked Ready for Pickup before arriving.
Customers visiting for large orders, collection reviews, consignment, grading submissions, or other collector services are encouraged to contact us in advance so we can better assist them.
How long do I have to pick up my order?
Local pickup orders must be collected within 5 calendar days after the order is marked Ready for Pickup unless Moonlight Collectibles approves an extension in writing before the deadline.
What happens if I do not pick up my order?
An order not collected within the required five-calendar-day pickup window, and without an approved extension, may be considered abandoned.
Abandoned local pickup orders are not eligible for a refund, store credit, replacement, or transfer to another person except where required by applicable law.
Is expedited pickup available?
Expedited pickup processing may be requested for a $10.00 expedited pickup fee.
Expedited pickup is not guaranteed and depends on order status, product location, staffing, and current business operations.
For complete details, please review our Local Pickup Policy.
🎴 Collector Services
Do you buy collections?
Yes. Moonlight Collectibles purchases approved trading cards, sealed products, graded cards, slabs, bulk cards, and other collectible inventory.
Submitting a request does not guarantee that Moonlight Collectibles will purchase the collection or every item offered.
Do you offer consignment?
Yes. We offer consignment services for qualifying cards, sealed products, slabs, collections, and other collectible inventory.
Accepted consignments are subject to the applicable consignment agreement, fees, eligibility requirements, and approval process.
Can you review my collection?
Yes. Our Collection Review service helps collectors better understand organization, visible condition, possible value range, and available selling or consignment options.
Collection reviews are opinions and do not guarantee a sale price, market value, grading result, or purchase offer.
Do you help with grading submissions?
Yes. We offer pre-grade evaluation and grading submission assistance for eligible cards.
Moonlight Collectibles does not control grading-company authentication decisions, grades, turnaround times, fees, or outcomes.
For complete details, visit our Collector Services Hub.
✅ Product Authenticity
Are your products authentic?
Moonlight Collectibles does not knowingly sell counterfeit, altered, fraudulently labeled, stolen, or resealed merchandise.
We make reasonable efforts to source inventory from trusted manufacturers, authorized distributors, suppliers, retail channels, reputable secondary-market sources, collections, trades, purchases, marketplaces, and other legitimate inventory sources.
Are graded cards verified?
Graded cards may include items certified by PSA, CGC, Beckett Grading Services (BGS), SGC, TAG, or other recognized grading providers.
When certification lookup is available, Moonlight Collectibles may compare the certification number, label information, card description, and displayed grade with the grading company's available certification database.
Certification verification does not guarantee future value, market demand, crossover results, regrade results, or agreement from another grading company or buyer.
Do you sell resealed products?
Moonlight Collectibles does not knowingly sell resealed merchandise as factory sealed.
Manufacturer seals, shrink wrap, tape, packaging, and production methods may vary by manufacturer, region, product, or print run.
Do you guarantee pulls from sealed products?
No. Pull rates, card contents, insert rates, autographs, parallels, chase cards, hits, grades, values, and product outcomes are determined by the manufacturer and are not guaranteed by Moonlight Collectibles unless explicitly stated in the product listing.
What are Moonlight Curated Repacks?
Moonlight Curated Repacks and bundles are assembled by Moonlight Collectibles using merchandise lawfully acquired through manufacturers, authorized distributors, suppliers, collections, purchases, trades, marketplaces, and other legitimate inventory sources.
Unless a listing expressly states otherwise, Moonlight Curated Repacks are not factory-sealed or manufacturer-packaged products.
Any stated floor, ceiling, average value, chase item, odds, quantity, or guaranteed content applies only when expressly stated in the individual listing.
Do you sell fan-made or custom products?
Yes. Moonlight Collectibles may offer fan-made artwork, custom products, novelty items, inspired products, promotional items, and other independently created merchandise.
When applicable, these items are identified in the listing as fan-made, custom, unofficial, inspired, novelty, promotional, or not officially licensed.
Unless expressly stated otherwise, these products are not manufactured, sponsored, approved, endorsed, or licensed by the original brand or other applicable rights holder.
Do you include complimentary thank-you items?
Moonlight Collectibles may include fan-made artwork, custom artwork, stickers, prints, promotional items, or similar items as a complimentary customer thank-you with qualifying orders.
Complimentary items are provided at Moonlight Collectibles' discretion, are not guaranteed, have no cash value, are not included in the advertised value of the purchased merchandise, and may vary by order and availability.
For complete authenticity and grading terms, review our Authenticity & Grading Policy.
🖼️ Product Listings & Images
Will the product look exactly like the image?
Not always. Product images may be representative, provided by manufacturers or third parties, or used for visual reference.
The product received may differ because of packaging, artwork, manufacturer, production, assorted-product, regional, or normal product variations.
Does the purchase include everything shown in the image?
No. The purchase includes only the quantity and items stated in the listing description, included-items section, product details, and quantity field.
Images showing multiple packs, boxes, products, variants, or artwork designs do not mean all items shown are included unless the written listing specifically states otherwise.
Can I request a specific artwork or variant?
Customers may submit a preference, but a specific artwork, character, color, packaging design, or variant is not guaranteed unless the listing expressly guarantees that selection.
For complete terms, review our Product Information & Listing Disclaimer.
💳 Payments
What payment methods do you accept?
We accept the payment methods displayed during checkout through Shopify's secure checkout system.
When am I charged for a preorder?
Preorders are charged when the order is placed unless the product listing or checkout expressly states otherwise.
Are prices listed in USD?
Yes. Prices displayed on our website are listed in U.S. Dollars (USD) unless expressly stated otherwise.
Why was my order canceled?
An order may be canceled because of failed payment verification, suspected fraud, inventory unavailability, allocation reductions, a listing or pricing error, shipping restrictions, quantity limits, or another issue permitted by our policies.
Approved refunds for canceled merchandise are returned to the original payment method.
🌎 International Orders
Do you ship outside the United States?
Yes. Moonlight Collectibles ships to eligible international destinations where carrier service is available and the products may legally be shipped.
Who pays customs, duties, VAT, or import taxes?
International customers are responsible for customs duties, import taxes, VAT, brokerage fees, carrier fees, or other government-imposed charges required by the destination country unless expressly stated otherwise.
Why is my country not available at checkout?
Shipping availability may depend on carrier service, destination restrictions, product eligibility, customs requirements, and applicable laws.
If your country is not available at checkout, contact us at support@moonlightsls.com to ask whether another eligible shipping option is available.
Can you provide an exact international shipping quote before ordering?
An exact shipping amount generally cannot be confirmed until the package size, weight, destination, and selected carrier service are known.
Customers may also inquire directly with their preferred carrier regarding estimated international shipping costs.
📞 Contact Support
How can I contact Moonlight Collectibles?
For order support, preorder questions, local pickup, collector services, product questions, or general assistance, contact us:
Email:
support@moonlightsls.com
SMS/Text Support:
(631) 782-7067
When should I contact support?
Please contact us if you need assistance with an order, preorder, shipping issue, local pickup, damaged package, collector-service request, product listing, condition question, or authenticity concern.
For more information, visit our Contact Us page.