Help Center

For Buyers

Payments and Order Protection

Is my purchase protected?

Yes. Your payment is securely held until the transaction is completed. The seller isn't paid just because the courier marks your parcel delivered - they only get paid once you actively complete the order yourself, or the order automatically completes after the 3-day inspection period if you don't.

Will I get a receipt for my payment?

Yes. As soon as your payment is confirmed, you'll receive a Payment Receipt email with your order number, payment method, payment reference, date paid and amount paid - keep it as proof of payment for your own records.

When is payment released to the seller?

The seller is paid only when you actively complete the order in your account - not automatically the moment the courier marks your parcel delivered. Once you confirm, funds are immediately credited to the seller's HobbyMart balance and are available for withdrawal.

If you don't confirm manually, an order the courier shows as delivered will still auto-complete after 3 calendar days, provided no dispute has been raised.

How long do I have to check my order?

You have 3 calendar days from confirmed delivery to inspect your order and raise a dispute if there is a problem. If no dispute is raised within this period, the order will automatically complete.

What happens when I confirm the order as complete?

Confirming the order as complete is a deliberate action you take yourself - it's not the same as the courier marking your parcel delivered. It tells HobbyMart you've received and accepted the item, which completes the transaction and releases the funds to the seller.

Confirmation is final and cannot be reversed, so make sure you are satisfied with the item before completing the order.

Returns, Refunds and Disputes

Can I return an item if I change my mind?

No. All sales on HobbyMart are final. Change-of-mind returns, buyer's remorse, or deciding that you no longer want the item are not accepted.

Returns and refunds are only available where there is a genuine issue with the order.

When can I open a dispute?

You may open a dispute for a genuine order issue, including:

A dispute must be raised within the applicable inspection period before the transaction is completed.

How do I raise a dispute?

Open the order from My Account → Orders once it's marked Delivered, then tap Dispute on the order detail page. Describe the issue and submit - this puts the order on hold and opens a chat thread where you, the seller and HobbyMart can discuss it and you can share evidence like photos.

What happens when I open a dispute?

Once a dispute is raised, the seller's payment will remain securely held while HobbyMart reviews the case. HobbyMart may request information and evidence from both the buyer and seller before making a decision.

What evidence can I provide for a dispute?

Relevant evidence may include photos, videos, courier or tracking records, HobbyMart chat history, screenshots, listing information and other supporting material relevant to the case.

What happens if my dispute is approved?

If HobbyMart determines that the buyer is entitled to a refund, a full refund - including the shipping fee originally paid - will be issued. In most cases where the item has been received, the buyer will first be required to return the item to the seller before the refund is processed.

Who pays for return shipping?

For an approved dispute requiring the item to be returned, the buyer is responsible for the return shipping cost.

Can I still open a dispute after confirming complete?

No. Once you confirm that the order is complete, the transaction is closed and the confirmation cannot be reversed.

How long does a refund take?

Once a refund is approved, it may take up to 7 calendar days to complete. An email will arrive confirming the refund.

Auctions and Bidding

How do auctions work on HobbyMart?

Auctions allow registered users to place bids on eligible listings until the auction ends. The highest valid bid at the end of the auction wins.

By placing a bid, you are committing to purchase the item if you win the auction.

Can I cancel or withdraw a bid?

No. All bids are final and cannot be cancelled or withdrawn. Review the listing carefully and make sure you are prepared to complete the purchase before placing a bid.

How long do I have to pay after winning an auction?

Winning bidders must complete payment within 3 calendar days after the auction ends. Winning an auction creates a binding commitment to purchase the item.

What happens if I do not pay for an auction I have won?

If you don’t pay within the payment window, the item goes back to the seller and your account can’t bid for a while. Each time this happens counts as one missed payment. Several unpaid auctions at the same time, or more while your bidding is already paused, count as one.

HobbyMart may also suspend accounts that repeatedly fail to pay.

Can I cancel an auction purchase after winning?

No. A winning bid cannot be cancelled after the auction has ended. Registered users should only place bids when they are prepared to complete the purchase.

Do auctions have a reserve price?

No. New auctions on HobbyMart have no reserve price. The starting price is the lowest the seller will accept, and the highest valid bid when the auction ends wins.

A few auctions listed before 15 October 2026 still have a reserve until they end. On those, the auction page shows “Reserve met” or “Reserve not yet met”. If bidding ends below the reserve, the item is not sold and there is no winner.

Does HobbyMart prevent last-second bidding?

Yes. HobbyMart uses an anti-sniping system. If a bid is placed within the final 5 minutes of an auction, the auction end time is automatically extended by 5 minutes, giving other bidders an opportunity to respond.

Shipping and Delivery

When is an order considered delivered?

HobbyMart uses the courier's delivery tracking status to determine when an order has been delivered. Once the order is confirmed as delivered, the buyer's 3-calendar-day inspection period begins. If the buyer does not raise a dispute or confirm receipt during this period, the order automatically completes after 3 calendar days.

What happens if the seller does not ship my order in time?

The order isn't automatically cancelled. If it hasn't shipped within 5 calendar days, you can cancel it yourself from the order page and get a full refund, or message the seller first if you'd rather wait. HobbyMart doesn't cancel an unshipped order on its own.

What if an item is damaged because it was poorly packaged?

If an item arrives damaged due to inadequate or improper packaging, the buyer may raise a dispute. Where HobbyMart determines that the damage resulted from insufficient seller packaging, the case may qualify for a full refund.

How is shipping charged if I buy several raw (ungraded) cards from the same seller?

Only 1 (highest) shipping fee is charged for multiple raw ungraded cards from the same seller. This is termed as combined shipping.

Orders and Reviews

Can I cancel an order after payment?

No. Once payment has been made, the order cannot be cancelled by the buyer. All purchases should be reviewed carefully before payment is made.

Who can leave a review?

Only buyers can leave reviews. A buyer may submit a review after an order has been successfully completed.

How does the review system work?

Buyers can rate a completed purchase using a 1 to 5-star rating and may also include a written comment and images relating to the item or transaction.

Can I edit my review after submitting it?

No. Once a review has been submitted, it cannot be edited. Buyers should make sure their rating, comments and uploaded images are accurate before submitting the review.

Can I leave a review if an order was cancelled or refunded?

Reviews are only available for orders that reach Completed status. A cancelled or refunded order does not qualify. If a dispute is resolved in the seller's favor, the order completes normally and can still be reviewed once it does.

For Sellers

Selling and Verification

Who can sell on HobbyMart?

Anyone aged 18 or above can register as a seller on HobbyMart. Once a seller application is submitted, you may begin creating listings and making sales immediately while account verification is still in progress.

Do I need to complete KYC before I can start selling?

No. You can list and sell items while verification is being processed. However, KYC verification must be completed before you can withdraw funds from your HobbyMart seller balance.

What documents are required for KYC verification?

To verify your identity and withdrawal account, you will need to provide:

The name on the withdrawal bank account must match the name shown on the submitted identity document.

Can businesses sell on HobbyMart?

Yes. Businesses may operate stores on HobbyMart. Each store must be tied to one verified individual who is responsible for the store and its seller account.

Do my listings need to be approved before they go live?

Generally, no. Standard listings may be published immediately once created. Auction listings may also be scheduled to begin at a later date and time.

HobbyMart reserves the right to review, restrict or remove listings that breach marketplace rules.

What are sellers responsible for?

Sellers are responsible for ensuring that all listing information is accurate, including:

Sellers must not misrepresent the condition, authenticity or contents of an item.

Who is responsible for taxes and invoicing?

Sellers are responsible for complying with their own applicable tax, invoicing, e-invoicing and regulatory obligations.

Fees and Payouts

What fees does HobbyMart charge sellers?

A sale may have up to four deductions taken from the item price before payout:

Where can I see HobbyMart selling fees?

Current selling fees and applicable charges are displayed in the Seller Dashboard. The fee applicable to a transaction will be based on the fee structure in effect at the time of sale.

Where can I see the fee breakdown for a specific order?

Open the order from your Orders page - the Order Detail screen shows a full breakdown (transaction fee, commission, listing fee, SST) alongside the final amount, using the same figures as your Withdrawal screen.

When can sellers withdraw their money?

Once an order is completed, the funds are immediately available in the seller's HobbyMart balance and can be withdrawn.

After a withdrawal request is submitted, the amount will be deposited within 5 working days.

How do I withdraw my earnings?

From your Withdrawal page, select the eligible completed orders you want to cash out and submit a request.

Is there a minimum withdrawal amount?

No. There's no minimum - you can withdraw any available balance from a completed, eligible order.

Am I reimbursed for shipping if a buyer's order is refunded?

No. Sellers are not reimbursed for shipping on a refunded order.

Does HobbyMart take a cut when a refund is issued?

No. HobbyMart takes zero commission on a refunded order.

Shipping and Fulfilment

How long does a seller have to ship an order?

Sellers must ship paid orders within 5 calendar days. Once the item has been shipped, the seller must update the order with the relevant tracking information so the buyer can follow the delivery.

Is tracking required?

Sellers are required to provide tracking information through HobbyMart once the order has been shipped. HobbyMart does not require a specific type of tracked shipping service, but sellers should choose an appropriate delivery method based on the value and nature of the item.

Can sellers choose their own courier?

Sellers may select from the shipping or courier options available through HobbyMart. Supported couriers are: Pos Malaysia / Pos Laju, J&T Express, City-Link Express, GD Express, ABX Express, Best Express, DHL eCommerce, SkyNet Express, and Shopee Express.

Who determines the shipping fee?

The shipping fee is set by the seller during listing and should include all applicable packaging, shipping and insurance costs. Buyers should not be charged any additional shipping-related fees after purchase.

How is shipping charged on raw cards?

Shipping fees for raw cards are charged once per order, not per card.

If a customer purchases multiple raw cards from your store in the same order, the highest shipping fee among the purchased cards will apply.

What happens if I don't ship within 5 calendar days?

HobbyMart doesn't cancel the order automatically - you'll get a reminder, and the buyer can choose to cancel it themselves for a full refund at any point after the deadline. Repeated late shipping is tracked and may affect your store's standing on HobbyMart.

Cancelled and refunded items are considered non-fulfillment, and upon reaching a certain threshold, your store will be suspended. An order that is only partly refunded counts as the refunded items, not the whole order.

How should sellers package their items?

Sellers are responsible for packaging items appropriately and securely for delivery. Collectibles should be protected against reasonably foreseeable damage during shipping, especially trading cards, graded cards, sealed products and other fragile or high-value collectibles.

How does shipping insurance work on HobbyMart?

Sellers are responsible for packing and shipping their orders safely, including deciding whether shipping insurance is required.

For items where insurance is appropriate, the seller should arrange the insurance directly with their courier and factor the cost of insurance into the shipping fee charged to the buyer. Sellers should not request a separate insurance payment from the buyer after an order has been placed.

Shipping insurance primarily protects the seller against losses caused by the courier, such as a parcel being lost or damaged in transit.

For high-value items, we strongly recommend that sellers use adequate shipping insurance and appropriate protective packaging.

Auctions (Selling)

Can I schedule an auction to start later?

Yes. Auction listings can be scheduled to begin at a later date and time, not just published immediately.

Can I edit an auction after it's published?

No, not directly - a live or upcoming auction can't be edited in place, even if it has zero bids. To make changes, cancel it first (which returns it to a draft), then edit and republish or reschedule the draft.

Can I cancel an auction that has no bids?

Yes. A zero-bid auction can be cancelled, which returns it to a draft you can then publish or reschedule.

What happens to the item if the winning bidder does not pay?

If the winning bidder fails to complete payment, the seller can use HobbyMart's Quick Re-list function to put the item back up for sale or auction.

How do I set the lowest price I’ll accept?

Use the starting price. HobbyMart auctions have no reserve price: the starting price is the lowest bid you can receive, and the highest bid when the auction ends wins. Set it at the lowest amount you’re happy to sell for.

If the auction ends with no bids, you can put it back up straight away with Re-list.

What is shill bidding?

Shill bidding is when a seller, or someone acting on the seller's behalf, places bids to artificially increase the price of an auction. This includes asking friends, family members, employees or other accounts to bid without a genuine intention to purchase the item.

Shill bidding is strictly prohibited on HobbyMart and may result in auction cancellation, account suspension or permanent removal from the platform.

Orders and Cancellations

Can a seller cancel an order after it has been paid?

Sellers cannot cancel paid orders directly. If an item is genuinely unavailable or the seller is unable to fulfil the order, the seller must contact HobbyMart Support for assistance. Where a cancellation is approved, the buyer will receive a full refund. Non-fulfillment rate will be calculated and may result in suspension if the non-fulfillment exceeds the allowable threshold.

What happens if a seller repeatedly cancels orders?

Repeated seller cancellations or failure to fulfil confirmed orders may result in warnings, selling restrictions or suspension of the seller's store. HobbyMart may take into account the seller's transaction history and the reason for each cancellation when determining appropriate action, including store suspension.

What happens if a seller repeatedly breaks marketplace rules?

HobbyMart may restrict or suspend seller accounts for serious or repeated violations. This may include repeated failure to ship confirmed orders, selling counterfeit items, misrepresenting listings, repeated seller-fault disputes, or other serious breaches of marketplace rules.

Reviews

Are seller ratings publicly visible?

Yes. Seller ratings and reviews may be displayed on the seller's HobbyMart store and relevant listings to help buyers make informed purchasing decisions.

General Marketplace Rules

Accounts

Do I need to verify my email before I can use my account?

Yes. After registering, you'll receive a verification email with a link. You must click it before you can log in - this applies to both buyer and seller registration.

Can I have more than one HobbyMart account?

Having multiple accounts is not recommended. Where possible, users should maintain a single HobbyMart account for their marketplace activities.

Creating or using additional accounts to avoid restrictions, suspensions or enforcement actions is strictly prohibited.

Can I buy and sell using the same account?

Yes. A single HobbyMart account can be used for both buying and selling. Buyer and seller activities are managed through separate sections of the account dashboard.

Do buyers have public ratings?

No. HobbyMart does not currently maintain a public buyer rating system.

Can I message a buyer or seller directly?

Yes. Buyers can message a seller from a listing or from an order. Sellers can message a buyer from their Orders page.

Safety and Prohibited Conduct

Can I deal with a buyer or seller outside HobbyMart?

Transactions completed outside HobbyMart are not covered by HobbyMart's dispute resolution or payment protection mechanisms.

If you choose to communicate or transact outside the HobbyMart platform, you do so entirely at your own risk. For your protection, we recommend keeping the transaction, payment and relevant communication within HobbyMart.

Are counterfeit or replica products allowed?

No. Counterfeit, fake, replica or unauthorised reproduction products are not permitted on HobbyMart, even if the listing describes the item as a replica or reproduction.

Listings suspected of containing counterfeit goods may be removed, and sellers responsible may have their selling privileges restricted or their accounts suspended.

What items are prohibited on HobbyMart?

HobbyMart does not allow listings involving prohibited, illegal, counterfeit, stolen or otherwise inappropriate goods. HobbyMart is not a currency-trading platform, so banknotes and coins that carry a fixed monetary (legal tender) value are not permitted. HobbyMart may remove listings that violate marketplace rules, applicable laws or regulations, or that create a safety or fraud risk for users.

What happens if someone commits fraud or repeatedly breaks the rules?

HobbyMart may restrict, suspend or permanently terminate accounts involved in serious or repeated violations, including:

Can I create another account if my account is suspended?

No. Creating or using another account to bypass a suspension, auction restriction, selling restriction or permanent account ban is prohibited. Additional accounts identified as being used to avoid enforcement action may also be restricted or suspended.

Can I report another user or listing?

Yes. Users can report listings, buyers or sellers they believe are suspicious or in breach of HobbyMart's marketplace rules. Reports may include concerns such as counterfeit products, misleading listings, suspicious bidding behaviour, fraud, abusive conduct or other marketplace violations.

Can HobbyMart remove a review?

HobbyMart may remove reviews containing:

Box Break

HobbyMart Box Break

What is a HobbyMart Box Break?

HobbyMart Box Break lets you buy individual packs or box from a sealed box, bundle or case without having to purchase the entire product. Once the product is opened, the packs are serialized and made available for selection. You choose the available pack/box number you want — you get exactly what you pick, shipped to you for you to rip / unbox yourself. All products are unfiltered, untampered and as-is from the sealed box/case.

How does HobbyMart Box Break work?

It’s simple:

Are the packs filtered, weighed or searched?

No. All HobbyMart Box Break packs are unfiltered. We do not weigh, scan, search or select packs based on their possible contents. Packs are allocated based on their position and corresponding pack number. All packs from the opened product is for sale, with no reservation.

Can I choose which physical pack I receive?

You can choose an available numbered position, but you cannot request a specific pack based on artwork, appearance, perceived weight or other characteristics. This keeps the Box Break process fair for everyone.

How are the products numbered?

Pack positions are assigned using a predetermined numbering sequence before allocation. Where applicable, numbering starts from the bottom-left and works upward, followed by the bottom-right and upward. The numbering method may vary slightly depending on the packaging configuration of the product.

Do you open my booster pack?

No.

Are good pulls guaranteed?

No. But purchasing unfiltered packs give you a better chance as no one have the chance to scan, weight or check the packs before it's sold.

What happens if the card or pack has a factory defect?

Factory defects can occur with sealed trading card products and are outside HobbyMart's control. By purchasing a Box Break product, you acknowledge that your selected pack is sold as received from the manufacturer, including the possibility of printing errors, damaged cards, miscuts, poor centering, packaging defects or other manufacturing issues.

Can I return or exchange a Box Break purchase?

No.

Can I cancel my order after choosing a pack?

Once paid, there is no cancelling or changing of the order.

Why buy through HobbyMart Box Break?

Box Break gives collectors another way to enjoy sealed products without purchasing a full box or case. You can:

What happens if two customers try to select the same pack?

Availability is based on completed orders. Once a pack position has been successfully reserved or purchased, it will no longer be available to other customers. In rare cases that this happen, first payment to complete will get the item.

Is HobbyMart Box Break a lucky draw or gambling product?

No. You are purchasing an actual physical trading card product from a defined position in a sealed box, bundle or case. You receive the physical product you selected regardless of what cards are inside it.

HM Balance

Reward and Balances

What is HM Balance?

HM Balance is HobbyMart’s reward credit system. You can earn HM Balance by completing eligible buyer and seller milestones, referring friends, and participating in selected HobbyMart activities.

How do I earn HM Balance?

You can earn HM Balance through activities such as completing your first purchase, participating in Box Breaks, winning auctions, completing Marketplace orders, growing your store, earning 5-star reviews, reaching sales milestones, and referring new users.

What are Buyer and Seller Milestones?

Milestones are one-time rewards for reaching specific achievements on HobbyMart. Buyer milestones may include making purchases, winning an auction or reaching spending targets. Seller milestones may include completing orders, gaining followers, receiving 5-star reviews or reaching GMV targets.

What happens when I complete a milestone?

Once an eligible milestone is completed and verified by the system, the corresponding reward will be credited to your HM Balance. You can see the reward under Recent Transactions.

How does the Referral Reward work?

Each HobbyMart account has its own referral code and invite link. When someone opens your referral link, your referral code is remembered for 15 days. If the referred user completes an eligible purchase, you earn RM1 HM Balance. There is currently no limit to how many referral rewards you can earn.

Where can I use my HM Balance?

Use your HM Balance to rip packs on HobbyMart Box Break — earn rewards, open packs and have fun together! HM Balance is currently redeemable on eligible HobbyMart Box Break purchases.

Can I use HM Balance on Marketplace or Auction purchases?

No. HM Balance currently cannot be used to pay for Marketplace or Auction purchases.

Is HM Balance real cash?

No. HM Balance is a promotional reward credit issued by HobbyMart. It does not represent cash or money held on your behalf.

Can I withdraw or Transfer my HM Balance?

No. HM Balance cannot be withdrawn or transfered

Can HobbyMart change the HM Balance programme?

Yes. HobbyMart may add, remove or modify milestones, reward amounts, eligible activities, redemption options and other HM Balance programme rules from time to time. Any HM Balance remains subject to the applicable HobbyMart terms and conditions.