Refund policy

Refunds for shipping can only be issued after a full 24 hours have passed from the time of purchase. Depending on the bank, it can take up to a couple of hours to days before the money from the refund can show back up once processed from our end.

• Shipping Refund on Donated Orders: If an entire order is donated to the stream, the Crossing staff will refund the shipping for this order! It will be given over to be refunded for shipping. No email or contact is necessary as it should be done on its own once it is given over to a staff member to process manually.
• Shipping Refund on Pack Battle Losses: We do not process refunds for Pack Battle Losses. This is due to refunds having to be done manually by our staff. Having an influx of refund for shipping for Pack Battle Losses results in other day-to-day operations to be slowed. We are sorry! That being said, we do have a system in place for awarding store credit for a total of 5 Pack Battle Losses totaling to $15, which equals the amount of 5 shipping fees(within the US) being paid. Once there have been a total of 5 Pack Battle Losses, we request the customer to contact our customer service(either through opening an order ticket here in the server or emailing: customerservice@crossingxmedia.com). Make sure to provide the 5 total order id numbers that the Pack Battle Losses occurred under! Once that is done, we will get back to you with a $15 store credit code to be used on the stream shop the Pack Battle Losses occurred on!
• Shipping Refund on Combined Shipping: If more than one order is combined into a package, we will refund shipping for all but one of the orders in that package! One shipping fee still needs to be paid for one of the orders. There is no system to automatically deduct shipping fees on multiple orders placed within one stream/shift. If you do not want to pay multiple shipping fees, we suggest placing a singular order with all the product you want in it so you only need to pay once for the shipping! Nevertheless, we understand the purchasing patterns of our community! When there is a combined shipment, please reach out to customer service directly and provide the order id numbers for the combined orders. Once that is done, we can work on getting them processed!

Product Refund

For opened on live products, we have a non-refundable policy due to the speciality of our products and services. Once the orders are opened on live, we cannot issue a refund. 

For ship sealed orders, we do have a 7-day return policy, which means you have 7 days after receiving your order to request  return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@crossingxmedia.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at customerservice@crossingxmedia.com or open a ticket on our Discord Server.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Damages and issues
Please inspect your order upon reception and contact us at customerservice@crossingxmedia.com or open a ticket on our Discord Server immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.