At Pokémon Center TCG, we strive to deliver authentic, high-quality Pokémon Trading Card Game products. Because sealed TCG items hold collectible value and are sensitive to tampering, we enforce clear and fair return guidelines. As a result, we protect both our customers and product integrity.
By placing an order, you agree to the terms outlined in this policy.
1. Returns Eligibility
To begin with, we accept returns under specific conditions:
- You must submit a return request within 14 days of confirmed delivery
- You must keep items unused, unopened, and factory-sealed
- You must return products in their original packaging, including all contents
- You must provide a valid proof of purchase
In addition, we inspect every returned item before approving a refund. Therefore, if the product does not meet these conditions, we may deny the return.
2. Non-Returnable Items
However, due to the nature of Pokémon TCG products, we do not accept returns for the following:
- Opened booster packs, boxes, or sealed collections
- Products with broken seals or signs of tampering
- Items damaged after delivery due to misuse
- Digital products, redemption codes, or online content
- Gift cards or store credit
- Clearance or final sale items
Most importantly, we do not accept returns based on card pulls. Since Pokémon TCG products contain randomized contents, outcomes vary by design.
3. Damaged, Defective, or Incorrect Orders
Although we carefully pack every order, issues may still occur. Therefore, if you receive a damaged, defective, or incorrect item, contact us immediately.
To proceed:
- Contact us within 48 hours of delivery
- Provide your order number
- Submit clear photos of the product and packaging
After review, we will either:
- Send a replacement item (if available), or
- Issue a full refund, including shipping costs
However, if you fail to report the issue within 48 hours, we may decline the claim.
4. Refund Process
Once we receive your return, we immediately begin the inspection process. After approval:
- We process refunds within 5–10 business days
- We issue refunds to your original payment method
- We send a confirmation email once completed
Please note:
- We do not refund original shipping fees unless we caused the error
- Processing times may vary depending on your payment provider
5. Exchanges Policy
In some cases, we offer exchanges. Specifically, we approve exchanges only when:
- You receive a damaged, defective, or incorrect item
- The replacement item remains in stock
Otherwise, we recommend placing a new order after we complete your refund.
6. Return Shipping Guidelines
Before returning any item, consider the following:
- You are responsible for return shipping costs, unless we made an error
- You should use a trackable and insured shipping method
- You must package the item securely to prevent damage
Additionally, the item remains your responsibility until we receive it. Therefore, we cannot guarantee refunds for lost or damaged returns.
7. Order Cancellations
We process orders quickly. Therefore:
- You may cancel your order only before shipment
- Once we ship the order, you must follow the return process
8. Important Notice on Pokémon TCG Products
Pokémon TCG products require special handling due to their collectible nature. For this reason:
- You must keep all sealed items fully sealed to qualify for returns
- Any sign of tampering immediately voids eligibility
- We do not accept returns based on pull rates or card expectations
Consequently, these rules ensure fairness across all customers.
9. Fraud Prevention & Abuse Policy
To maintain a safe marketplace, we actively monitor return activity. Therefore, we reserve the right to:
- Refuse returns that do not meet our requirements
- Deny refunds in cases of suspected fraud
- Limit or block accounts with excessive return behavior
10. Contact Information
If you need assistance, contact our support team:
- Email: info@pokemoncentertcg.us
- Response Time: Within 24–48 business hours
To speed up your request, include:
- Your order number
- A clear explanation of the issue
- Supporting images (if applicable)
11. Policy Updates
From time to time, we may update this policy. Therefore, we encourage you to review it regularly. Once we publish updates, they take effect immediately.