Returns & Order Issues

At Poke-PowerTCG, we aim to make every order smooth and enjoyable. However, if something goes wrong, our support team is here to help. Please review the options below depending on your situation.

Missing Order

Most orders are delivered on time, but occasionally delays or losses may occur during the shipping process.

If your order has not arrived within 48 hours after the estimated delivery date, please contact us immediately so we can start an investigation with the shipping carrier.

To begin the process, please complete our Customer Service Form, and a member of our support team will contact you as soon as possible.

Please note: In some cases, you may be asked to complete and sign a Confirmation of Non-Receipt Form to support the carrier’s lost-in-transit claim.

Unwanted Item

If you wish to return an item, you may request a full refund provided that:

  • The item is unused and still sealed in its original packaging

  • The return request is made within 30 days of receiving the order

To initiate a return, please complete our Customer Service Form. Our support team will provide you with a Return Authorisation Number (RAN) along with instructions on how to return the item.

Important: Returns sent without a Return Authorisation Number (RAN) may be refused and could delay the refund process.

Order Not as Described

If your order arrives with any issues such as:

  • Wrong item received

  • Damaged product

  • Missing components

  • Item not matching the description

We sincerely apologise for the inconvenience.

Please complete our Customer Service Form, and a member of our support team will contact you promptly to arrange a solution, such as a replacement, refund, or store credit, depending on the situation.

Alternatively, you can contact us directly at:

Email: support@poke-powertcg.com