Return & Refund Policy
Last Updated: July 27, 2026
Returns Eligibility
We accept returns under specific, strict conditions. To be eligible for a return or refund, the following criteria must be met:•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 and plastic wrapping.•You must provide a valid proof of purchase (your order number).We inspect every returned item thoroughly before approving a refund. If the product does not meet these conditions—for example, if the seal is broken or the packaging is damaged—we reserve the right to deny the return.
| # | Question | Section |
|---|---|---|
| 1 | Return policy for sealed products | Eligibility |
| 2 | Returns based on card pulls | Non-returnable items |
| 3 | How to initiate a return | Process |
| 4 | Return shipping costs | Shipping |
| 5 | Refund processing time | Refunds |
| 6 | Shipping fee refunds | Refunds |
| 7 | Damaged or incorrect orders | Claims |
| 8 | Order cancellations | Cancellations |
| 9 | International returns | International |
| 10 | Non-returnable items | Eligibility |
| 11 | Lost returns in transit | Shipping |
Non-Returnable Items
Due to the unique nature of Pokémon TCG products and the collectibles market, we do not accept returns for the following:•Opened booster packs, boxes, elite trainer boxes, or sealed collections.•Products with broken seals, crushed corners, or any signs of tampering.•Items damaged after delivery due to misuse or improper storage.•Digital products, redemption codes, or online content.•Gift cards or store credit purchases.•Clearance or "final sale" items.Important Note on Randomization: We do not accept returns based on card pulls or expectations. Since Pokémon TCG products contain randomized contents, outcomes vary by design. Opening a box to check for specific cards voids your return eligibility.
Damaged, Defective, or Incorrect Orders
Although we carefully pack every order with protective materials, shipping issues may occasionally occur. If you receive a damaged, defective, or incorrect item, please contact us immediately.To proceed with a claim:•Contact us within 48 hours of delivery.•Provide your order number.•Submit clear photos of the product and the outer packaging (showing the shipping label).After review, we will either:•Send a replacement item (if available), or•Issue a full refund, including original shipping costs.If you fail to report the issue within 48 hours of delivery, we may be unable to process your claim.
Refund Process
In most cases, we do not offer exchanges. We approve exchanges only when you receive a damaged, defective, or incorrect item and a direct replacement is in stock. Otherwise, we recommend placing a new order after we complete your refund.
Exchanges Policy
Once we receive your return, we immediately begin the inspection process. After approval, our refund process works as follows:•We process refunds within 5–10 business days of receiving the item.•We issue refunds to your original payment method.•We send a confirmation email once the refund is completed.Please note that we do not refund original shipping fees unless we caused the error (e.g., shipping the wrong item or shipping a damaged item). Processing times may also vary depending on your bank or payment provider.
Return Shipping Guidelines
Before returning any item, please consider the following guidelines:•You are responsible for return shipping costs, unless we made an error (such as shipping a defective item).•You must use a trackable and insured shipping method.•You must package the item securely to prevent further damage during transit.The item remains your responsibility until we receive it. We cannot guarantee refunds for returns that are lost or damaged in transit back to us.
International Returns
For our international customers, please note that returns are subject to the same eligibility rules as domestic orders. However, international return shipping costs are typically high. Customers are responsible for all return shipping fees and any customs or import duties associated with returning the item to the United States.
Order Cancellations
We process orders quickly to ensure fast shipping. Therefore:•You may cancel your order only before shipment.•Once we ship the order, you must follow the standard return process outlined above.
Contact Customer Support
For questions about returns, refunds, or damaged items, please contact us:
•Email: info@pokemoncentertcg.us
•Phone: +1 (908) 657-8300
Response Time: Typically within 24–48 business hours.Please include your order number and a brief description of the issue in your inquiry.
- 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 purchases.
- Clearance or "final sale" items.
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