FAQ
Frequently Asked Questions
Store Policies
For full details regarding cancellations, refunds, missing items (video proof required), and shipping timeframes, please refer to our dedicated policy pages:
In-Store Pickup & Online Orders
Can I buy online and pick up in-store?
No, all online orders must be shipped. We do not offer in-store pickup for online orders due to strict tracking and payment verification requirements. If you wish to buy items to take home immediately, please visit our store to shop our physical inventory.
Pricing
Why are prices different in-store vs. online? Do you price match your website?
We do not match our online platform in-store.
● Website (Shopify): We treat website orders as "self-service." Since these orders require less staff interaction and overhead, we pass those savings on to you. Online email subscribers enjoy a ~6% discount compared to in-store prices.
● In-Store Experience: Our in-store pricing covers the costs of our physical location, staff assistance, and the convenience of inspecting and taking your items home immediately.
Do you offer price adjustments?
No. The prices our customers pay are a direct reflection of our inventory acquisition and sourcing costs. Prices are locked at the time of purchase. We do not offer adjustments if market prices fluctuate later.
Selling To Us (Buyback)
Do you buy cards from the public?
Yes, but we have specific restrictions:
● Pokémon Only: We currently ONLY buy Pokémon singles and slabs. We do not purchase Magic: The Gathering, Yu-Gi-Oh, One Piece, or other TCGs at this time.
● Sealed Product: We buy sealed Pokémon products (Booster Boxes, Premium Collections, ETBs, etc.) from the public.
● Inventory Selection: We reserve the right to decline any card/sealed product based on our current inventory needs. If we already have a high quantity of a specific item, we may pass on it for the moment. However, inventory changes constantly, so we are happy to revisit what we previously declined in the future.
● No Price Matching: Our buy rates are non-negotiable. We do not price match other stores' buy offers or online buylists.
What are your buy rates?
● 70% of assessed market value for Cash
● 80% of assessed market value for Store Credit
What do I need to bring?
● You must be 18 years or older.
● You must present a valid Physical Government ID (digital IDs are not accepted).
Orders & Shipping
Where do you ship?
We currently ship to all 50 U.S. States, U.S. Territories (including PR, GU, USVI, etc.), and APO/FPO/DPO military addresses. We do not offer international shipping outside of these regions.
How long does it take for my order to ship?
Our facility processes and dispatches all in-stock orders within 2 business days. Once handed over to the carrier, we do not control delivery logistics or transit delays, nor can we predict exact arrival times. Please refer to your tracking number on the carrier’s portal for real-time tracking information.
How do pre-orders work?
Pre-orders ship within 3 business days of arrival at our warehouse. If your order contains both in-stock and pre-order items, the entire order will be held until all items are available. To receive in-stock items sooner, please place separate orders.
Are there extra fees for U.S. Territories?
While we treat these as domestic shipments, please be aware that certain territories (like Guam or the USVI) may assess their own local excise taxes or processing fees upon arrival. Customers are responsible for these local charges.
Please be aware that if your order is shipping economy to U.S. territories, Alaska, or Hawaii, it may take over a month in transit as these packages often travel by ocean freight.
Do you offer combined shipping?
We do not offer combined shipping for separate orders. To minimize shipping fees, please place one single order containing all the items you wish to purchase.
Can I track my package?
Yes. Once a carrier confirms delivery, our store is not liable for lost or stolen packages. We recommend tracking your shipment closely to ensure a safe receipt.
Do you require signature confirmation upon delivery?
Yes. To protect your shipment against misdeliveries or theft, signature confirmation is automatically added to high-value packages.
If you prefer to waive this requirement, you must request it during checkout:
- Where to add it: In the "Order special instructions" field on the cart page before placing your order. (Note: Because delivery preferences cannot be saved to customer profiles, this must be requested on each separate order.)
- What to type: "Please waive signature confirmation." or "No signature required."
Important: By opting out, you authorize the carrier to leave the package unattended at your delivery address. You assume full responsibility for the parcel once marked as delivered, and our store cannot be held liable for missing, stolen, or misplaced items after carrier drop-off.
My package was returned to sender. What should I do?
If your order was returned due to an incorrect or incomplete shipping address entered at checkout, we can reship it once it safely arrives back at our facility. A reshipment fee will apply to cover new postage. We will issue an invoice directly through Shopify for this fee, and your package will be dispatched as soon as payment is completed.
Returns, Cancellations, & Refunds
What is your return policy?
All sales are final. Because we deal in collectibles, we do not offer returns, refunds, or exchanges once an order is shipped.
Can I cancel my order?
● In-stock orders: Cancellations requested prior to shipment are eligible for 100% back in store credit or a refund to your original payment method subject to a 10% processing fee. Shipping fees cannot be refunded if the order has already been packed or prepared for dispatch.
● Pre-orders: These cannot be cancelled as we purchase stock specifically to fulfill your order.
Fraud Prevention & Identity Verification
To maintain a secure shopping environment and prevent unauthorized transactions, we reserve the right to require additional identity verification on any transaction. This policy applies to both in-store and online purchases.
- Online Orders: All orders flagged by our security screening may require proof of identity before fulfillment. Orders that do not pass verification will be canceled.
- In-Store Purchases: For card transactions, customers may be asked to present physical payment cards and a matching government-issued photo ID prior to completing the sale.
Condition & Damages
What if my item arrives damaged?
You must report any damages within 72 hours of delivery. To process a claim, we require the following evidence:
1. An unedited, continuous unboxing video starting from the opening of the sealed shipping box (required for certain claims).
2. Clear photos of the exterior shipping box and the shipping label.
3. A photo of the packing list.
4. Detailed photos or video showing the specific damage to the merchandise.
The product's packaging has a minor dent. Is that covered?
We pack every order with extreme care. However, minor wear and tear on sealed outer packaging (such as creases, scuffs, or small dents) is common in the shipping industry. As long as the product inside is intact, this does not qualify as a "damaged" product and is not eligible for a damage claim.
Can I request a "pristine" box for my collection?
We understand that many of our customers are collectors who value mint-condition boxes. While you are welcome to leave a "pristine box" request in your order notes and our team will try to select the best available option, we cannot guarantee a flawless product box. Availability varies, and standard shipping wear may still occur.
Wholesale Accounts
Do you offer wholesale?
Our B2B program is currently at maximum capacity, so we are not onboarding new partners at this time. However, we are developing an updated program that will allow verified, licensed businesses to purchase directly through our website with tax-exempt status. Stay tuned for updates!