Are the products official?
YES!
All products are official and 100% authentic. They're bought from resellers certified by The Pokémon Company. Our team always checks the product's origin before any shipment.
For single cards, most 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 for sale on the site) come from sealed Displays, which we draw 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 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, Swiss Post for Switzerland for example.
Where do we deliver?
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 Policypage. If you're in a different country, please contact us before purchasing.
How long will delivery take?
Between 2 and 12 business days.
These times are averages; it may take a few days less or more depending on how efficient the postal services are and the time of year (e.g. at Christmas, it can take 1 to 2 weeks longer).
Are parcels well protected?
Yes, parcels are protected with a padded envelope or a box with bubble wrap and Japanese newspaper (sometimes you can even catch up on the news ^^). Nothing to worry about!
For single cards, the most valuable ones always come in a sleeve and a soft top loader, with cardboard and bubble wrap to guarantee safe transport.
A product arrived damaged or with missing items, what should I do?
It's 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 determine that the products were damaged in transit, we can send a replacement.
If a product is missing, it may be our mistake. We're human ^^. We recommend filming the opening of your parcel, so we can confirm a product is missing and take care of everything.
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 you. They'll tell you the steps to follow if they can't find the parcel.
We need the official document certifying the loss or theft of the parcel.
Once that's done, you can contact us and we'll handle things on our side. Very often, we arrange to resend the products so you don't have to wait unnecessarily during lengthy procedures.
I want to cancel/get a refund for my order, is that possible?
Absolutely! There are payment fees (PayPal, credit card), restocking and staff 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 this case, all products must remain intact and sealed.
Pre-orders cannot be cancelled.
Where can I contact you if needed?
You can contact us on social media (Instagram, Facebook and Twitter), via the little chat at the bottom right, or directly by email at support@cartespokemon.com.
A product I want isn't (or 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 price possible on the Japanese market.
For these reasons, price adjustments cannot be accepted, even if prices change from one day to the next 🙇