Can I combine my orders?
Yes you can! If you saw something that you like after placing an order, simply place a new order and contact us via email or Instagram’DM and state in the notes section on checkout with the respective order number(s) for us to identify each order.
The overages charges will be refunded to you upon shipping of the orders.
Can I cancel my order?
Most of the time orders placed are not eligible for cancellation.
In the event you wish to cancel your order, please contact us. We will cancel your order if it hasn’t been processed or shipped. Once the cancellation request has been made, we will notify you via email.
Why hasn’t my order been shipped yet?
While we do our best to process your order as fast as possible, we cannot guarantee the timings. Especially for public holidays and high demand new releases, please be aware that processing time may take a bit longer.
If your order contains a pre-order item, your order will ship in full once all items are available for shipment. Thus please make a separate order if you wish to have the other items shipped first.
Our inventory is shared across several e-commerce platforms. In the event of an item being ordered that is not in stock, we will contact you letting you know of the delay.
How do I change my incorrect shipping address?
Please ensure all details are correct before completing your checkout. Should the address you have provided is incomplete not allowing for a correct delivery, please contact us immediately.
Unfortunately we have no control once orders have left our warehouse, Cardvo shall not be held responsible for lost, stolen, or mis-delivered parcels. If you’re having trouble tracking down a shipment, you’ll need to contact your local post office and/or DHL for assistance.
In the event that your parcel has been returned to us (which can takes up to 12 weeks), we will contact you and you will be responsible for the re-shipping charges. Cancellation can be done however no refunds will be issued.
Where’s my order?
The most common scenario is your order is stuck with your country's customs office.
If you haven’t received your order and have a tracking number, we urge you to contact your local Postal Office the first instance. They will have more accurate information regarding the status of the delivery.
You may use this link to have more detailed tracking information.
In rare occasion, post office might experience high volume of shipment and parcels may be delayed up to 5 weeks depends on the severity of the backlog. As much as we would wish to get the items to your hands fast, we appreciate your understanding and patience in this unforeseen circumstances.
What do I do if I received a damaged/defective item?
We take the quality control of our products very seriously. If you received an item that is damaged or defective, depends on the condition of the damage/defect, we will either send you a replacement if it is available or a discount code. We may request you to return the damaged item prior to receiving a replacement or reimbursement.
In some instance, usually where the cards are still in perfect condition, we may respectfully reject your request.
Please contact us with images if the damaged/defective item.
If you live in Singapore, we may request you to bring the item to our Studio for an exchange.
What do I do if I have received a wrong item or missing an item?
We do our best to make sure your Cardvo experience is top-notch, but stuff happens. Please get in touch with us. We will make it right for you.
Can I return or exchange my item?
Sale items cannot be returned, exchanged, or refunded, regardless of the condition of the items.
Mystery Deck is considered a sales item.
For retail-priced items, we’ll be happy to exchange the item within 7 days of receiving the shipment. Please contact us prior to returning the item. Return item must be in its original, brand new, sellable condition. Shipping charges are not refundable unless the return is due to our error (e.g. wrong item). There might be a 20% restocking fee and you will be responsible for any return shipping charges.
Once we receive the package, you will be notified via email.
Can I sell my cards or auction it on your site?
Absolutely! Let's talk!
How can I partner with Cardvo?
We're stocked that you're interested in working with us! We do partner with companies for Corporate Gifting, Fulfillment Services, Wholesale, Event Sponsorship and Giveaway Collaboration.
Please kindly send us an email and we will get back to you soon.
Can't find what you're looking for?
We're here for you! Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).