Frequently Asked Questions (FAQ)
Orders
How do I place an order?
Simply browse our products, add your desired items to your cart, and complete checkout using one of our secure payment methods. Once your order is placed, you’ll receive a confirmation email.
Can I change or cancel my order?
If your order has not yet entered processing, we’ll do our best to accommodate changes or cancellations. Please contact us as soon as possible. Once an order has been processed or shipped, changes or cancellations may no longer be possible.
Will I receive an order confirmation?
Yes. After your purchase is completed, you’ll receive an order confirmation email with your order details.
Shipping
How long does order processing take?
Orders are typically processed within 1–2 business days after payment has been successfully received.
How long does shipping take?
Estimated delivery is 3–5 business days after your order has been shipped.
Will I receive a tracking number?
Yes. Once your order ships, you’ll receive a shipping confirmation email that includes your tracking number.
My tracking hasn’t updated. What should I do?
Tracking information may take up to 24–48 hours to appear after the carrier receives your package. If there are still no updates after that, please contact our support team.
Products
Are your products authentic?
Yes. We sell authentic, factory-sealed trading card products sourced through trusted suppliers.
Are all products brand new?
Yes. Unless otherwise stated on the product page, all products are sold new and factory sealed.
Can you guarantee specific cards or pull rates?
No. Trading card products contain randomly inserted cards determined by the manufacturer. We cannot guarantee specific cards, rarities, autographs, or pull rates.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery in accordance with our Return & Refund Policy.
How long do refunds take?
Approved refunds are generally processed within 3–5 business days after the returned item has been received and inspected.
Can I return an opened hobby box or booster box?
No. For product integrity and authenticity, factory-sealed trading card products that have been opened or had their seals broken are not eligible for return.
Payments
What payment methods do you accept?
We accept the secure payment methods displayed during checkout.
Is my payment information secure?
Yes. Payments are processed through trusted payment providers using secure encryption. We do not store your complete payment card information on our servers.
Customer Support
How can I contact customer support?
You can reach us by email at:
contactsupport@pokepackbros.shop
We aim to respond to all inquiries within 24 business hours.
What information should I include when contacting support?
To help us assist you quickly, please include:
- Your full name
- Order number (if applicable)
- The email address used for your order
- A brief description of your question or issue
Still Need Help?
If you can’t find the answer you’re looking for, our customer support team is happy to assist you.
PokePack Bros TCG
Email: contactsupport@pokepackbros.shop
Website: pokepackbros.shop
Address:
10824 S Broadway
Los Angeles, CA 90061
United States