FAQ - Frequently Asked Questions

Frequently Asked Questions

Got questions before placing your order? Here are the answers to the most common ones. If you don't see your question here, just contact us — we're happy to help.

🛡️ About the Products

Q: Are your products 100% authentic?

Yes — every single product we sell is 100% authentic, factory-sealed, and brand-new. We do not sell counterfeits, reprints, or opened products. If you'd like, we can send you a timestamp photo of your specific item before shipping — just contact us after placing your order.

Q: Are the boxes in mint condition?

We do our best to ship every box in the best possible condition. Boxes are inspected before being packed. Please note that minor cosmetic imperfections (small dents, scuffs) can occur during manufacturing or transit and are not considered defects by Pokémon TCG / The Pokémon Company. If a box arrives in unacceptable condition, contact us within 48 hours and we'll make it right.

Q: Are the products legally imported?

Yes. All of our inventory is legally imported and sold in the United States in full compliance with applicable laws. Products are physically in hand at our warehouse in New Jersey, ready to ship.

🚚 Shipping

Q: Where do you ship from?

We ship from our 3PL partner Fulfillrite, located in New Jersey, USA.

Q: How long does shipping take?

Orders are typically processed within 1–2 business days. Once shipped, domestic US orders usually arrive within 3–7 business days depending on your location and the carrier service selected at checkout.

Q: Will I get a tracking number?

Yes — every order includes a tracking number that is emailed to you as soon as your package is handed to the carrier. You'll always know where your package is.

Q: Do you ship internationally?

At the moment, we ship within the United States. For international orders, please contact us first to confirm availability and shipping rates.

Q: My package is delayed / lost — what do I do?

Contact us with your order number and tracking link. We'll work with the carrier to investigate and resolve the issue. If the package is confirmed lost, we'll either replace your order or issue a full refund.

📦 Packaging

Q: How are the products packaged?

Every order is carefully packed by our 3PL Fulfillrite using protective materials (bubble wrap, dunnage, sturdy boxes) to prevent damage in transit. We've designed our packaging to keep your sealed boxes safe.

Q: My item arrived damaged — what do I do?

Take photos of the package and the item as soon as you receive it (within 48 hours), and contact us right away with your order number. We'll review the case and either send a replacement or issue a refund.

💳 Payment & Buyer Protection

Q: What payment methods do you accept?

We accept PayPal and other payment methods available at checkout, including major credit and debit cards through Shopify Payments.

Q: Is my payment safe?

Absolutely. All payments are processed through Shopify's secure checkout (PCI-compliant) or PayPal. We never see or store your card information. PayPal also offers full Buyer Protection on every transaction.

Q: What if I have a problem with my order?

Contact us first — most issues are resolved within 24 hours. If for any reason we can't make it right, you're fully protected by PayPal Buyer Protection or your card issuer's chargeback policy.

↩️ Returns & Refunds

Q: Can I return my order?

Yes. Sealed, unopened items can be returned within 14 days of delivery for a full refund. Buyer is responsible for return shipping costs unless the item arrived damaged or defective. Please see our Refund Policy for full details.

Q: How long does it take to get a refund?

Once we receive the returned item, refunds are issued within 3–5 business days back to your original payment method.