Q&A
Are the products official?
YES !
All products are official and 100% authentic. They are purchased from retailers certified by the Pokémon Company. Our team always checks the origin of the product before shipping.
For single cards, the majority will come from certified collectors' stores in Tokyo, renowned for their quality.
Are single booster units sorted / weighed?
NO !
All single booster packs (free, in discovery packs, and on sale on the site) come from Sealed Booster Box, which we draw at random to include in orders.
So it's possible to find ultra-rare and secretly rare cards in every booster!
How can I track my order?
After placing your order, we prepare and ship your order within 0 to 72 hours. Once shipped, you'll receive your tracking number. Here's how it works:
FedEx :
You can track your package on the official FedEx website. :)
Japan Post (EMS, Airmail):
You can track your parcel on the official website of your country's national post office, US Postal for the USA, for example.
Where do we deliver?
We can ship to the United States of America. If you are in a different country, please contact us before your purchase.
How quickly can I expect delivery?
It takes between 0 and 72 hours for the package to be prepared and dispatched. Then, if you have chosen FedEx delivery, it promises between 3 and 6 working days. For delivery to a collection point, it takes between 8 and 12 working days. Finally, for Japan Post EMS delivery, 2 to 5 working days, and for Japan Post AIRMAIL delivery, 8 to 14 working days.
The times indicated are an average; it may take a few days less or more, depending on the efficiency of the postal services.
Are there any additional costs (customs, taxes, etc.)?
This is possible with FedEx and Japan Post delivery.
Import taxes may apply and are at the customer's expense. We do our best to ensure that this impacts you as little as possible, without contravening laws.
Are packages well protected?
Yes, parcels are protected with bubble wrap or cardboard with bubble wrap and Japanese newspaper (sometimes you can follow the news with it ^^). No need to worry!
For single cards, the most precious ones always come with a sleeve and a soft top loader, cardboard and bubble wrap to guarantee safe transport.
What should I do if a product arrives damaged or missing?
It is very rare for a product to arrive damaged, and we take every precaution to ensure that this never happens. Even so, as long as we can determine that the products have been damaged in transit, we can return them.
If a product is missing, it may be a mistake on our part. We're only human ^^. It's a good idea to film the opening of your parcel, so we can see if there's a product missing and take care of the rest.
The post office has lost my parcel. What should I do?
Unfortunately, it rarely happens, but it's possible! In this case, you need to make a request to your nearest sorting office or post office. They'll tell you what to do if they can't find the parcel.
We need the official document attesting to the loss or theft of the parcel.
Once this has been done, you can contact us and we'll take the necessary steps on our side. Very often, we arrange for a new shipment of products, so that you don't have to wait unnecessarily long for a new shipment.
I would like to cancel/refund my order. Is this possible?
It's perfectly possible! There are payment fees (Paypal, Credit Card), restocking fees and human fees. We refund up to 90%.
If the parcel has already been dispatched: The order can only be cancelled once the parcel has been received and returned to us. All products in this case must remain intact and sealed.
If it's a pre-order, we can't cancel it.
Where can I contact you if I need help?
You can get in touch with us on our social networks (Instagram, Facebook and X (Twitter)), as well as on the little chat at bottom right, or else directly by e-mail at support@tcgplayerjapan.com.
A product I want is no longer available on your site. Can I make a restocking request?
Yes! It happens every week. We look for all the products you want in Japan. Contact us directly by e-mail at support@tcgplayerjapan.com.