Frequently Asked Questions
PRODUCT AUTHENTICITY
Q: How do I know your products are authentic?
A: Every item is sourced from authorized Pokemon distributors or trusted verified sellers. We guarantee 100% authenticity. Counterfeit products are never knowingly sold, and if authenticity is ever questioned, we offer full refunds.
Q: Do you sell fake or proxy cards?
A: Absolutely not. We only sell genuine Pokemon TCG products.
PRODUCT CONDITION
Q: What condition are your cards in?
A: All singles are graded using standard TCG condition guidelines:
- Mint (M): Perfect condition, pack fresh
- Near Mint (NM): Minimal wear, tournament/collection ready
- Lightly Played (LP): Minor wear, still displayable
- Moderately Played (MP): Visible wear but intact
Graded cards show PSA/CGC grade (1-10 scale).
Sealed products are factory sealed unless otherwise noted.
Q: Can I request photos of specific cards?
A: Yes! For singles over $50, we're happy to provide detailed photos before purchase. Just email us.
SHIPPING
Q: How fast do you ship?
A: Orders placed before 2 PM EST ship same day (Monday-Friday). You'll receive tracking within hours of your order.
Q: Do you ship internationally?
A: Yes, to select countries. International shipping rates are calculated at checkout. Customers are responsible for customs fees.
Q: How do you package cards?
A: Singles go in penny sleeve + top loader + bubble mailer. Graded slabs get bubble wrap + rigid box + insurance. Sealed products get bubble wrap and cardboard protection. High-value items ($100+) are double-boxed with signature confirmation.
Q: My package says delivered but I didn't receive it. What do I do?
A: Contact us immediately. We'll work with the carrier to locate your package or file a claim. For insured shipments, you're fully protected.
RETURNS & REFUNDS
Q: Can I return opened booster packs or boxes?
A: No. Sealed products cannot be returned once opened (this is industry standard to prevent pack searching/mapping).
Q: What if a card's condition doesn't match the description?
A: Contact us within 30 days with photos. If our grading was inaccurate, we'll provide a full refund and prepaid return label.
Q: How long do refunds take?
A: Refunds are processed within 5-7 business days of receiving the return. It may take an additional 3-5 days for your bank to post the credit.
SELLING & TRADING
Q: Do you buy collections?
A: Yes! We buy high-grade sealed products, PSA/CGC graded cards, and premium modern singles. Visit our Sell Your Cards page for details.
Q: Do you accept trades?
A: Case-by-case basis for high-value items. Email us with what you have and what you're looking for.
Q: How do you determine buy prices?
A: We use current market data from TCGPlayer, eBay sold listings, and auction results. Offers are typically 60-70% of market value for immediate cash, higher for store credit.
LIVE BREAKS
Q: What are live breaks?
A: Live pack/box openings on YouTube where you can participate and claim pulls. Check our Live Breaks page for schedules.
Q: How do I join a break?
A: Breaks are announced on our social media and website. Spots are purchased in advance, and cards are shipped after the break concludes.
GRADING & AUTHENTICATION
Q: Do you offer grading services?
A: We don't grade cards ourselves, but we can recommend reputable grading services (PSA, CGC, BGS) and provide submission tips.
Q: Are your graded cards guaranteed authentic slabs?
A: Yes. We verify all PSA/CGC slabs using certification numbers and visual authentication. Fake slabs are never sold.
PAYMENT & SECURITY
Q: What payment methods do you accept?
A: We accept all major credit cards, debit cards, Apple Pay, Google Pay, and Shop Pay through our secure Shopify checkout.
Q: Is my payment information secure?
A: Absolutely. We use Shopify's secure, PCI-compliant payment processing. Your credit card information is encrypted and never stored on our servers.
GENERAL
Q: Do you have a physical store?
A: We're online-only, which keeps our costs low and prices competitive.
Q: Can I pick up my order locally?
A: Not at this time. All orders ship from our warehouse.
Q: Do you offer price matching?
A: We strive to offer competitive prices. If you find a significantly lower price on an identical item, contact us and we'll review.
