FAQ

Welcome to the OnPokemon FAQ page. Here you will find answers to common questions about our products, orders, shipping, payments, and customer support.

If you cannot find the answer you are looking for, please contact our support team.

General Questions

What is OnPokemon?

OnPokemon is an online store dedicated to providing Pokémon products for fans, collectors, and players around the world. We offer a selection of Pokémon Trading Card Game products, collectibles, accessories, and merchandise.

Are your Pokémon products authentic?

We are committed to providing high-quality products and carefully selecting the items we offer. For more information, please visit our Authenticity Guarantee page.

Are you officially affiliated with Pokémon or Nintendo?

No. OnPokemon is an independent retailer and is not affiliated with, endorsed by, sponsored by, or officially connected to Nintendo, The Pokémon Company, Game Freak, or Creatures Inc.

All Pokémon trademarks and related intellectual property belong to their respective owners.

Orders

How do I place an order?

To place an order:

  1. Add your desired products to your cart.

  2. Proceed to checkout.

  3. Enter your shipping and payment information.

  4. Confirm your order.

You will receive an order confirmation email after your purchase is completed.

Can I change or cancel my order?

If your order has not yet been processed or shipped, we may be able to make changes or cancel it.

Please contact us as soon as possible with your order number.

Once an order has been shipped, cancellation is no longer possible, but you may be eligible for a return according to our Return & Refund Policy.

How can I check my order status?

Once your order has shipped, you will receive a confirmation email containing tracking information when available.

You can also contact our support team with your order number for assistance.

Shipping

Where do you ship?

We currently offer shipping to customers worldwide.

Shipping availability may vary depending on location, product restrictions, and carrier availability.

How long does shipping take?

Orders are generally processed within 1–3 business days.

Estimated delivery times vary depending on destination:

  • Australia: 7–15 business days

  • United States & Canada: 3–6 business days

  • Europe: 7–15 business days

  • Other locations: 10–20 business days

Delivery times are estimates and may be affected by customs, weather, holidays, or carrier delays.

Do I receive tracking information?

Yes. Tracking information is provided whenever available.

After your order ships, you will receive a shipping confirmation email with your tracking details.

Will I have to pay customs fees?

International orders may be subject to customs duties, taxes, or import fees depending on your country's regulations.

Any additional charges are the customer's responsibility unless otherwise stated.

Payments

What payment methods do you accept?

We accept secure payment methods available at checkout, which may include:

  • Visa

  • Mastercard

  • American Express

  • PayPal

  • Apple Pay

  • Google Pay

  • Shop Pay

Available payment options may vary depending on your location.

Is my payment information secure?

Yes. We use secure payment processing technology to help protect your personal and payment information.

We do not store your complete credit card details on our servers.

Returns & Refunds

Do you accept returns?

Yes. Eligible items may be returned within 30 days of delivery.

Products must generally be unused, unopened, and in their original condition.

Please review our Return & Refund Policy for complete details.

Can I return opened Pokémon cards?

Due to the collectible nature of Pokémon Trading Card Game products, opened booster packs, opened sealed products, and items that cannot be resold in original condition are generally not eligible for return unless they arrive damaged or defective.

What if my order arrives damaged?

If your order arrives damaged, incorrect, or defective, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Photos of the item and packaging

We will review your request and help resolve the issue.

Products

Do you sell Pokémon cards and collectibles?

Yes. We offer Pokémon-related products, including Trading Card Game products, collectibles, accessories, and other Pokémon merchandise.

Are products guaranteed to be in stock?

Inventory availability may change quickly due to product popularity and limited releases.

If an item becomes unavailable after purchase, we will contact you and provide an appropriate solution.

Do you offer pre-orders?

Pre-orders may be available for selected products.

Pre-order details, estimated release dates, and cancellation conditions will be provided on the product page or through our Pre-Order Policy.

Customer Support

How can I contact OnPokemon?

You can contact us using the information below:

Email: contact@Onpokemon.shop

Phone: +1 (479) 345-1674

Business Address:
5 Woodwark Crescent
DIMBULAH QLD 4872

How quickly will you respond?

We aim to respond to customer inquiries within 24–48 business hours.

Response times may be longer during holidays, promotions, or periods of high demand.

Thank you for choosing OnPokemon. We appreciate your trust and are happy to help with any questions about your Pokémon shopping experience.