customer services

CUSTOMER SERVICE POLICY – TCG POKÉMARKET

1. Overview

At TCG Pokémarket, we are committed to providing reliable and transparent customer service. This policy outlines how we handle inquiries, orders, returns, and support related to trading card products.

2. Contacting Customer Service

Customers may contact us through:

Please include:

  • Order number
  • Full name
  • Clear description of your issue

3. Order Support

We can assist with:

  • Order status and tracking
  • Shipping issues
  • Incorrect or missing items

Once an order is shipped, delivery timelines depend on the courier and are outside our control.

4. Sealed Product Support

Due to the nature of trading card products:

  • We do not provide support for card pulls or contents
  • We cannot guarantee specific cards or rarity outcomes
  • We do not accept complaints based on pack results

This applies to:

  • Pokémon (English & Japanese)
  • One Piece TCG
  • Any sealed trading card product

5. Returns & Refund Assistance

We only assist with returns if:

  • The item is damaged upon arrival, OR
  • The wrong item was sent

Conditions:

  • Must be reported within 48 hours of delivery
  • Product must remain sealed and unused
  • Proof (photos/videos) is required

6. Non-Returnable Situations

Customer service will not process refunds or returns for:

  • Opened or unsealed products
  • Dissatisfaction with card pulls
  • Minor packaging imperfections
  • Market price changes

7. Damaged or Defective Items

If your order arrives damaged:

  1. Contact us within 48 hours
  2. Provide:
    • Clear photos of packaging and product
    • Order details

We will review and offer:

  • Replacement (if available), OR
  • Refund (if approved)

8. Pre-Orders & Delays

For pre-order items:

  • Release dates are set by manufacturers
  • Delays may occur beyond our control
  • Customers will be notified of major delays

9. Behavior & Communication Policy

We expect respectful communication from all customers.

We reserve the right to:

  • Refuse service in cases of abuse, threats, or harassment

10. Limitation of Support

We are not responsible for:

  • Manufacturer packaging differences
  • Print quality variations
  • Pull rates or card distribution
  • Third-party shipping delays

11. Updates to Policy

This Customer Service Policy may be updated at any time. Continued use of our services implies acceptance of the latest version.

12. Contact

Email: info@tcgpokemarket.com

“By purchasing from TCG Pokémarket, customers acknowledge the collectible and randomized nature of sealed trading card products and agree that outcomes are not grounds for disputes.”