Refund & Return Policy

• Accessories (gaming mats, mouse pads, acrylic cases, binders, apparel): returnable within 30 days of delivery, unused and in original packaging.
• Custom / personalized playmats: made to order — not returnable unless defective or damaged.
• Damaged in transit / wrong item: full refund or replacement — we cover return shipping.

All return windows start from the delivery date shown by the carrier.

Mats may be returned within 30 days of delivery if they are unused and in the original packaging. A mat that has been used on a desk, washed, cut, or written on is not resalable and cannot be returned unless it is defective.

Manufacturing defects — stitching that unravels at the edge, print misalignment, delamination of the rubber base — are covered for 30 days from delivery. Email us photos and we'll replace or refund.

Acrylic cases may be returned within 30 days of delivery if unused and returned with all protective film, magnets, and packaging intact.

• Cases must be repacked with the same corner protection they arrived in — acrylic chips easily in transit.
• Light surface marks caused by removing the protective film with the wrong cloth are not a defect. Use a microfiber cloth only.
• Cracks, chips, or crazing present on arrival are covered under Section 4 (damaged in transit).

If your order arrives damaged, contact support@animerealms.com within 48 hours of delivery with:

• Your order number.
• Photos of the outer shipping packaging (all sides, including any crush damage or punctures).
• Photos of the inner packaging and the damaged item(s).

We will file the carrier claim on your behalf and issue a full refund or send a replacement, your choice (subject to stock availability). Do not discard the packaging until the claim is resolved.

If you received the wrong item or an item is missing from your order, contact us within 7 days of delivery. We'll provide a prepaid return label for the incorrect item (if applicable) and ship the correct item or issue a full refund — at no cost to you.

The following are final sale and cannot be returned or refunded:

• Used mats — anything unrolled onto a desk, washed, cut, or marked.
• Opened packs of sleeves, toploaders, semi-rigids, or binder pages.
• Custom or personalized playmats printed to your artwork, unless defective.
• Items damaged by the buyer after delivery (scratched acrylic, torn mat edges, cracked cases from misuse).
• Promotional items, free gifts, and giveaway prizes.
• Gift cards and digital products.
• Final-sale clearance items (marked at checkout).

Use the Request a Return form, or email support@animerealms.com with your order number and the reason for return. Do not ship a return without authorization — unauthorized returns may be refused or delayed.

Once approved, you'll receive a return authorization (RA) number and instructions. Ship using a tracked service — we are not responsible for returns lost in transit.

Once your return is received and inspected, we'll notify you of approval or rejection. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

On change-of-mind returns, the customer pays return shipping and the original shipping charge is not refunded. On damaged, defective, wrong, or not-as-described items, we cover return shipping and refund shipping charges in full. No restocking fee applies to standard accessory returns.

Orders can be cancelled for a full refund before a shipping label is generated. Once the order is in fulfillment or shipped, treat the request as a return under the rules above. Contact us as fast as possible at support@animerealms.com.

If tracking shows your package as delivered but you haven't received it, check with household members, neighbors, and your local carrier first. If still missing 7 days after the delivered scan, contact us and we'll open a carrier investigation. Refunds or replacements for confirmed-lost packages are issued after the investigation completes.

Orders valued over $100 are shipped with signature confirmation required. We are unable to process refund claims for non-delivery on orders where signature was waived by the recipient at the carrier's request.

Anything unclear? Reach out to support@animerealms.com or visit our contact page. We'd rather answer a question up front than dispute a return later.