Ascended Heroes: Pokemon Center Elite Trainer Box

What is a pre-order?

A pre-order is the purchasing of an item before it is available, with the understanding that it will be shipped at a later date.

When will my order containing pre-order items ship?

By purchasing an item that is on pre-order, your entire order will ship once all items on the invoice are in stock. Please take note of the ship dates in the title of the items you are pre-ordering. The pre-order date that is the furthest away dictates the ship date of your order.

Can I have the available portion of my order shipped right away?

Yes, you can have the available items shipped immediately, but extra shipping charges will apply. We will treat your orders as 2 separate orders and bill shipping based on the cost. A representative will be in contact with you to discuss pricing, timing and answer any questions you may have.

When do I have to pay for my pre-order items on my invoice?

Full payment is taken up front for all pre-orders.

Can I cancel my pre-order?

If you choose to cancel a pre-order item with us, a restocking fee of 15% will be withheld from the refund amount for the pre-order item you are choosing to cancel. This is nonnegotiable. Pre-Orders CANNOT be cancelled if it is within 4 weeks of the release.

What happens if an item on pre-order is delayed?

If an item's release date is delayed by the manufacturer, we will notify you via email or phone. You may choose to wait or receive a full refund (no restocking fee applied in this scenario).

Where do we ship?

We ship Internationally.

Do you offer local delivery?

Yes, we do. Please contact us for further details. 

When will my order arrive?

Tracked parcels sometimes experience heavy delays. Please allow up to 2 weeks for tracked orders for delivery. This is a delay issue on the shipping carrier's side, not ours.

My shipment was returned to the sender. What can I do?

Please contact us immediately if your shipment is marked as being returned to the sender. We will wait to receive it and determine why it was returned to us. If it was returned to us via error on your part, you will be held responsible for any return shipping charges. Additionally, if you'd like the items reshipped, you will be responsible for the full shipping charge. If you would not like it reshipped, you will be held responsible for both the initial shipping paid to send it to you, as well as the return shipping back to us. This is non-negotiable as we are NOT taking the financial responsibility for shipping due to your error. It is your responsibility to provide us with the correct address information, and to keep track of tracking information/pickup information. Emails going to your spam folder do not absolve you from responsibility, as we do not control YOUR spam settings.

If we were the ones who made the error, we will reship the items at no additional charge, and you will not be responsible for any initial or return shipping charges.

My shipment was marked as delivered, but I haven't received it. What can I do?

We are not liable for Stolen/Misplaced/Lost in Transit orders that have been marked as delivered.

Who is responsible for customs, duties, and/or tariffs?

We are not responsible for any customs, duties or other taxes incurred during transportation, nor are we responsible if a parcel is opened for inspection at customs/border services. This will not qualify an order for compensation, as this is out of our control and not a decision of ours.

All Sales Are Final

Because of the collectible and digital nature of our products, we’re unable to offer returns, refunds, or exchanges once an order has been shipped.

Digital Items

Digital products — including PTCGO/PTCGL codes — are delivered instantly by email and cannot be refunded or exchanged.

Purchase Limits

Some items have purchase limits to ensure fairness for all customers.

If an order goes over the posted limit, the entire order may be cancelled and refunded automatically. We’ll notify you by email if this happens.

High‑Demand Products

For certain high‑demand or limited‑release items, we may adjust quantities or cancel orders at our discretion to prevent buyouts. If any changes are made, we’ll contact you.

Final Sale Periods

Orders placed during major sales events (such as Black Friday, Cyber Monday, or Boxing Day) and singles purchased within the first 7 days of a new set release are final sale.

Order Cancellations

We may cancel an order before it ships if needed. If this happens, a full refund will be issued.

If you ever have questions about a product before purchasing, we’re always happy to help.