Frequently Asked Questions (FAQ)
Find quick answers to common questions about orders, products, shipping, and more.
Product Information
When will my imported merchandise arrive?
All imported merchandise listed on our website is currently in stock and will ship immediately after your order is placed. There's no need to wait for it to arrive in the USA.
Is the imported merchandise authentic?
Yes, we proudly ensure all imported items are 100% authentic. Your merchandise will arrive with original tags and labels confirming authenticity.
You don't have a Japanese item that I want. Can you order it for me?
Absolutely! Please send an email to shop@htxpokemoncollectors.com, and we'll reach out promptly to gather details and assist in securing exactly what you're looking for.
Ordering & Payments
Can I change or cancel my order once placed or request a refund?
Yes, we understand that things happen. To cancel an order or request a refund, visit https://customer.htxpokemoncollectors.com or email support@htxpokemoncollectors.com.
What payment methods do you accept?
We accept various credit and debit cards such as Visa, Mastercard, AMEX, Discover and digital payments such as Apple Pay, Google Pay, PayPal, and Shop Pay.
Shipping and Delivery
Do you offer free shipping?
Yes, we offer free shipping on all orders of $50 or more.
How quickly will my order ship?
Your order will be fulfilled within 24 hours. We ship items Monday through Friday and are off on Saturday and Sunday.
Do you provide tracking information?
We provide tracking numbers for all orders, except for those shipped using the "Plain White Envelope" option.
Returns & Exchanges
What is your return policy?
Returns must be initiated within 14 days of purchase and items must be new, unused, and include all original tags and packaging. We'll cover return shipping costs.
How do I return or exchange an item?
Use our self-service portal at https://customer.htxpokemoncollectors.com to initiate your return. Follow the instructions provided and package your item securely in its original packaging.
What if my order arrives damaged or incorrect?
For defective, damaged, or incorrect items, please email us at support@htxpokemoncollectors.com and we’ll work with you to make it right.
Non-returnable items:
- Pokémon Cards
- Artwork