FAQ

Frequently Asked Questions (FAQ)

Welcome to CardPoke!
Here you can find answers to the most common questions about our products, orders, shipping, payments, and customer service.

About CardPoke

What is CardPoke?

CardPoke is an independent online store specializing in Pokémon Trading Card Game products and collectibles. We provide Pokémon card products for collectors, players, and fans who want to expand their collections.

Are your Pokémon cards authentic?

Yes. We are committed to providing genuine Pokémon Trading Card Game products sourced from trusted suppliers. We carefully select our products and aim to provide accurate descriptions so customers can shop with confidence.

Is CardPoke officially affiliated with Pokémon?

No. CardPoke is an independent retailer and is not affiliated with, endorsed by, sponsored by, or officially associated with The Pokémon Company, Nintendo, GAME FREAK, or Creatures Inc.

Pokémon®, Pokémon Trading Card Game®, Nintendo®, GAME FREAK®, Creatures Inc., and The Pokémon Company are trademarks of their respective owners.

Products

What products do you sell?

We offer a selection of Pokémon Trading Card Game products, including:

  • Booster packs

  • Booster boxes

  • Elite Trainer Boxes (ETB)

  • Special collections

  • Individual collectible cards

  • Pokémon accessories and related items

Product availability changes regularly depending on stock.

Are your products new and sealed?

Yes. Unless otherwise stated on the product page, sealed Pokémon products are shipped unopened and in their original condition.

Can I request a specific card?

For individual cards, availability depends on our current inventory. You can contact our support team to ask about specific cards.

Do you sell graded Pokémon cards?

Availability of graded cards may vary. Please check our current listings or contact us for more information.

Orders

How do I place an order?

Simply:

  1. Choose your favorite products.

  2. Add them to your shopping cart.

  3. Proceed to checkout.

  4. Enter your shipping and payment details.

  5. Complete your purchase.

You will receive an order confirmation email after successful payment.

Can I modify or cancel my order?

If your order has not been shipped, contact us as soon as possible and we will do our best to assist you.

Once an order has been dispatched, it cannot be canceled and must follow our Return and Refund Policy.

I did not receive my order confirmation email. What should I do?

Please check your spam or junk email folder.

If you still cannot find it, contact us with your name and order details, and we will help you.

Shipping

How long does shipping take?

Estimated delivery times:

  • United Kingdom: 2–5 business days

  • Europe: 5–10 business days

  • United States & Canada: 7–14 business days

  • International: 7–20 business days

Delivery times may vary due to carriers, customs, weather, or other factors outside our control.

Do you provide tracking?

Yes, when tracking is available, you will receive tracking information by email after your order has been shipped.

Do you ship internationally?

Yes, we ship to many countries worldwide. Available shipping options and costs are calculated at checkout.

Who pays customs fees and import taxes?

International customers are responsible for any customs duties, taxes, or import fees required by their country.

Payments

What payment methods do you accept?

We accept secure payment methods available through Shopify checkout, including major credit and debit cards and other payment options displayed at checkout.

Is my payment information secure?

Yes. Payments are processed through secure payment providers. CardPoke does not store your complete payment card information.

When will I be charged?

Your payment is processed when your order is successfully placed.

Returns and Refunds

Do you accept returns?

Yes. Eligible items may be returned within 30 days of delivery according to our Return and Refund Policy.

Can I return opened Pokémon packs or opened sealed products?

Opened collectible products generally cannot be returned unless they arrive damaged, defective, or incorrect.

What if my order arrives damaged?

Please contact us within 7 days of delivery with:

  • Your order number

  • Photos of the damaged item and packaging

  • A description of the issue

We will review your request and assist you with the appropriate solution.

How long do refunds take?

Approved refunds are usually processed within 5–10 business days after approval. Your bank or payment provider may require additional processing time.

Customer Support

How can I contact CardPoke?

You can contact us through:

Email: contact@cardpoke.shop

Phone: +1 (479) 345-1674

Address:
CardPoke
49 Crown Street
London, W1T 6WU
United Kingdom

How quickly will you respond?

We aim to respond to customer inquiries within 24 hours during business days.

Collecting Pokémon Cards

Are Pokémon cards a good investment?

Pokémon cards are collectible items, and their value can change depending on factors such as rarity, condition, demand, and market trends. CardPoke does not guarantee future value increases.

How should I protect my Pokémon cards?

For better protection, we recommend:

  • Using card sleeves.

  • Storing valuable cards in protective holders.

  • Keeping cards away from moisture, heat, and direct sunlight.

  • Handling cards with clean hands.

Thank you for choosing CardPoke. We are always happy to help Pokémon collectors enjoy their collecting journey!