Are the products official?
YES!
All products are official and 100% authentic. They are bought from resellers certified by The Pokémon Company. Our team always checks where a product comes from before shipping it.
Most single cards come from certified collector shops in Tokyo, known for their quality.
Are single boosters sorted / weighed?
NO!
All single boosters (free gifts, in discovery packs, and on sale on the site) come from sealed Displays, which we pick at random to put in orders.
So you can pull ultra-rare and secret rare cards in every Booster!
How can I track my order?
Once your order is ready, we send you an email with your tracking number, and:
For Mondial Relay:
You can track your parcel on the official Mondial Relay website.
For home delivery (bpost):
You can track your parcel on the official bpost website, then on the website of the carrier in your country that handles the final delivery.
For FedEx:
You can track your parcel on the official FedEx website.
For Japan Post:
You can track your parcel on the official website of your country's national postal service, for example Swiss Post for Switzerland.
Where do we ship?
From Europe (no customs fees): France, Belgium, Luxembourg, Netherlands, Germany, Italy, Spain, Portugal, Poland, Austria, Denmark & Monaco.
From Japan (customs duties paid at checkout): Switzerland, Norway, United States, Canada, Australia, New Zealand, South Korea, Taiwan & Hong Kong.
All rates are detailed on our Shipping Policy page. If you are in a different country, please contact us before your purchase.
How long will delivery take?
Between 2 and 12 business days.
These times are averages: delivery may take a few days less or more, depending on the postal services and the time of year (e.g. at Christmas it can take 1 to 2 extra weeks).
Are parcels well protected?
Yes, parcels are protected with a bubble envelope or a box with bubble wrap and Japanese newspaper (sometimes you can even catch up on the news ^^). Nothing to worry about!
The most valuable single cards always ship in a sleeve and a soft top loader, with cardboard and bubble wrap, so they travel safely.
A product arrived damaged or items are missing. What should I do?
It is very rare for a product to arrive damaged: we take every precaution to make sure it never happens. Even so, as long as we can establish that the products were damaged in transit, we can send a replacement.
If a product is missing, it may be a mistake on our side. We're human ^^. We recommend filming the opening of your parcel, so we can confirm that a product is missing and sort everything out.
The post office lost my parcel. What should I do?
Unfortunately, it happens. Rarely, but it's possible! In that case, first file a request with the sorting center or post office nearest to you. They will tell you what to do if they can't find the parcel.
We need the official document confirming that the parcel was lost or stolen.
Once that's done, you can contact us and we will handle the process on our side. Very often, we agree on sending the products again, so you don't have to wait through the long process.
I want to cancel / get a refund for my order. Is that possible?
Absolutely! There are payment fees (PayPal, credit card), restocking and handling costs. We refund 90%.
If the parcel has already shipped: we can only cancel the order once the parcel has been received and sent back to us. In that case, all products must remain intact and sealed.
Pre-orders cannot be cancelled.
How can I contact you if I need help?
You can contact us on social media (Instagram, Facebook and Twitter), through the small chat at the bottom right, or directly by email at support@cartespokemon.com.
A product I want isn't available / is no longer available on your site. Can I request a restock?
Yes! It happens every week. We look for any product you want in Japan. Contact us directly by email at support@cartespokemon.com.
How are prices set?
Box prices are volatile and can change from one day to the next. Every day, we take the time to stay up to date and offer the best possible price on the Japanese market.
For these reasons, price adjustments cannot be accepted, even if prices change from one day to the next 🙇