Tanoooki Buyer Protection
Shop with confidence on Tanoooki
If your order doesn't show up, or isn't what the listing promised, you get your money back. It comes with every purchase made through Tanoooki checkout, at no extra cost.
You're covered when…
It doesn't match the listing
It shouldn't be a different colour, size, edition or material than described or shown in the photos — or be missing parts, or have flaws the seller didn't mention.
It arrived damaged
The item arrived broken, cracked or crushed.
It didn't arrive
It never showed up, or was lost in the mail. You can report it once your estimated delivery date has passed.
It arrived 7+ days late
It arrived more than 7 days after the estimated delivery date you were shown at checkout.
It isn't authentic
It's a fake, bootleg or unlicensed copy of what the listing described. You'll never be asked to send a fake back.
We're here if something goes wrong. Here's how it works:
- 1
Return it or report it
Open the order in My purchases. If the item is damaged, wrong or not as described, choose “Return this item” and print the label we make. If it didn't arrive, arrived late or isn't authentic, choose “Report a problem” and add photos.
- 2
Tanoooki steps in
Once your return is delivered, the seller has 3 days to refund you. If they don't, you're refunded automatically. For a reported problem, the seller has 7 days to respond, and if you can't agree, our team reviews the case and decides.
- 3
Get your money back
Approved refunds go back to the card or payment method you paid with.
How returns work
- 1
Start a return
Open the order in My purchases and choose “Return this item”. Pick a reason, and add photos if something's wrong with it.
- 2
Print your label
Where we can, we make the return label for you. Print it on plain paper and ship within 7 days. If we can't print one from your country, the seller sends you return instructions within 3 days.
- 3
The seller checks it
Once it's delivered back, the seller has 3 days to refund you. If they don't, the refund goes out automatically.
- 4
Who pays shipping
If something was wrong with the item, the seller pays for return shipping and you get a full refund, including the original shipping. If you changed your mind, the return label comes off your refund and the original shipping isn't refunded.
What isn't covered
Buyer Protection is for orders that went wrong. These aren't covered:
- Changing your mind isn't a Buyer Protection case. But if the listing shows “14-day returns” or “30-day returns”, you can still send it back, from anywhere. Return shipping comes out of your refund.
- Blind box products are randomised, and the seller has no way of choosing which figure you get. If you open a blind box and it isn't the figure you wanted, that is NOT covered — unless the listing promised a specific one.
- Flaws, wear or damage the listing described or shown in the item's photos.
- Differences of opinion that the listing's stated condition and photos already answer — for example, how you'd grade a card. The seller only needs to show photos and describe any flaws, wear or damage. Unreasonable complaints about the condition of box packaging aren't covered.
- Orders sent to a wrong or incomplete address that you entered. Orders redirected to an address other than the one given at checkout aren't covered either.
- Anything paid for or arranged outside the Tanoooki website or the Tanoooki app.
- An order you've already disputed with your bank or card issuer.
- Delays caused by events no one can control, such as natural disasters, carrier or postal strikes, war, or customs inspections.
- Problems reported more than 30 days after delivery.
Questions? We've got answers.
How long do I have to report a problem?
30 days from the day your order is delivered. If it never arrives, 30 days from the end of your estimated delivery date. Your order page shows the exact date.
How is my estimated delivery date worked out?
The seller has up to 3 business days to ship, plus the delivery time of the shipping service you chose at checkout. You'll see the date range at checkout and on your order, and it doesn't change after you pay.
Do I need to send the item back?
For a damaged, wrong or not-as-described item, yes. Start a return from your order and we'll make the label, paid for by the seller. Ship it within 7 days. Counterfeits are never sent back: report those instead. Keep the item and all its packaging until your return or case is closed.
How do I get a return label?
Start a return from your order. Where we can, the label is ready straight away: print it on plain paper, tape it to the parcel and cover any old labels. Within the US, Canada and the UK, the label only costs anything if you actually ship it. If we can't print a label from your country, the seller sends you one within 3 days.
When do I get my money back on a return?
Within 3 days of your return being delivered to the seller, and automatically if the seller does nothing. If the seller finds a problem with what came back, they can send a partial refund with photos showing why, or ask Tanoooki to review it.
What should I include with my report?
Clear photos of the item, the packaging and the shipping label, plus anything that shows the problem. For valuable items, an unboxing video helps a lot.
What is shipping protection?
An optional add-on at checkout that insures your parcel against loss, theft and damage on its way to you. If that happens, you’re refunded in full and the seller isn’t left out of pocket either. Turning it off doesn’t affect Buyer Protection — it still covers every order.
What if I just changed my mind?
If the listing shows “14-day returns” or “30-day returns”, you can return it for any reason within that many days of delivery, from any country. Start a return from your order. The return label comes off your refund, and the original shipping isn't refunded. Returns from another country cost more to ship. If the listing says “All sales are final”, change-of-mind returns aren't accepted.
What if I already contacted my bank?
If you've filed a chargeback with your bank or card issuer, we can't also open a Buyer Protection case for the same order. Come to us first — it's usually faster.
Does it cost anything?
No. Buyer Protection comes with every order paid through Tanoooki checkout, at no extra cost.
Full terms
Last updated October 16, 2026
Who's covered
Buyer Protection covers orders placed and paid for through Tanoooki checkout while signed in to a Tanoooki account. It applies to every listing, whatever the seller's own return policy.
What's covered
An order is covered when it doesn't match the listing's description or photos, arrives damaged, doesn't arrive, arrives more than 7 days after the end of its estimated delivery range, or isn't authentic.
When you can report a problem
- A problem with the item itself (damaged, not as described, wrong item, not authentic) can be reported once the order has shipped.
- Didn't arrive can be reported once the estimated delivery range has ended.
- Every report must be made within 30 days of delivery — or within 30 days of the end of the estimated delivery range if the order never arrived.
Estimated delivery
The estimated delivery range is set when you pay: up to 3 business days for the seller to ship, plus the delivery time of the shipping service chosen at checkout (or a standard time for the route when the carrier gives none). It's shown at checkout and on your order, and it doesn't change afterwards.
How cases are handled
When you report a problem, the seller is notified and has 7 days to respond. You can message each other on the order to agree a solution. If you can't agree, Tanoooki reviews the evidence from both sides and decides. If the seller doesn't respond in time, you're refunded in full automatically.
Outcomes
- Didn't arrive: a full refund, including shipping.
- Damaged, wrong item, not as described or late: a full refund, including the original shipping, once you've sent the item back with the return label. The seller pays for return shipping. The seller can also refund you without asking for the item back.
- Not authentic: a full refund. You don't send the item back.
Refunds
Refunds go back to your original payment method, in the currency you paid. Changes in your bank's or card issuer's exchange rates aren't covered.
Returning an item
Start a return from your order. Send the item back in the condition you received it, using the label you're given (or the instructions the seller sends), within 7 days. If it isn't shipped in time, the return closes. Once it's delivered back, the seller has 3 days to refund you; if they don't, you're refunded automatically. If what comes back isn't what was sent, for example a different, used or damaged item, the seller may give a partial refund with photos, or ask Tanoooki to decide.
Change-of-mind returns
If the listing shows a return policy (“14-day returns” or “30-day returns”), you can return the item for any reason within that many days of delivery, from any country. The return label's cost is taken from your refund, and the original shipping isn't refunded. Change-of-mind returns aren't part of Buyer Protection, and listings marked “All sales are final” don't accept them.
Losing protection
We may refuse a claim, and restrict or suspend an account, for abuse — for example, claiming an item didn't arrive when tracking shows it was delivered, returning a different or damaged item, filing a chargeback after being refunded, or opening more than one claim for the same problem.
Our decision
Tanoooki makes the final decision on every case. Buyer Protection isn't a product warranty, and it doesn't limit any rights you have under the consumer laws where you live.
Something wrong with an order?
Open the order in My purchases and choose “Return this item” or “Report a problem”.
View my purchases