Shipping & Returns
Last Updated: January 1, 2025
Shipping Policy
Worldwide Shipping
We ship Pokémon TCG products worldwide to collectors and players across the globe. Our international shipping network allows us to serve customers in North America, Europe, Asia-Pacific, and beyond. However, we reserve the right to refuse delivery to certain destinations where logistical challenges or regulatory restrictions make shipping impractical or prohibited.
Processing Time
Orders are processed within 1-3 business days, Monday through Friday, excluding holidays. This processing time covers order verification, payment confirmation, inventory allocation, and package preparation. Orders placed on weekends or French public holidays are processed on the next business day. For pre-order products, processing begins on the official release date announced by the manufacturer.
During high-volume periods such as major product launches or seasonal sales, processing times may occasionally extend slightly beyond our standard window. We work diligently to maintain our processing commitments while ensuring every order is prepared with care and accuracy.
Shipping Timeframes
Delivery times are calculated from the shipment date, not from the order placement date. These timeframes represent estimates based on typical carrier performance and do not include order processing time or potential customs clearance delays for international shipments.
| Region | Estimated Delivery |
|---|---|
| North America | |
| United States (mainland) | 7-14 business days |
| Canada | 10-16 business days |
| Mexico | 12-18 business days |
| Europe | |
| France | 3-5 business days |
| European Union | 5-10 business days |
| United Kingdom | 7-12 business days |
| Switzerland & Norway | 8-14 business days |
| Asia & Pacific | |
| Japan | 10-15 business days |
| Australia | 12-18 business days |
| New Zealand | 14-21 business days |
| Other Asian countries | 10-21 business days |
| Rest of World | |
| South America | 15-30 business days |
| Africa | 20-35 business days |
| Middle East | 12-25 business days |
Shipping Costs
Shipping costs are calculated during checkout based on several factors including the total weight of your order, package dimensions, destination country, and your selected shipping method. All costs are displayed transparently before you complete payment, ensuring there are no surprises at checkout.
We periodically offer free shipping promotions for orders exceeding a specified amount. These offers are clearly indicated on our website, and eligibility requirements may vary by destination region to account for different shipping costs to various parts of the world.
Shipping Carriers
We partner with reputable international carriers known for reliability and extensive delivery networks. Our carrier partners include USPS (United States Postal Service) for domestic US shipments, DHL for express international deliveries, FedEx for time-sensitive shipments, UPS for reliable ground and air services, La Poste for shipments within France, and local postal services in various countries for final mile delivery.
The specific carrier for your order is selected based on your destination and the nature of your products to optimize delivery speed, tracking capability, and cost efficiency. You will be notified of the carrier handling your shipment in your shipping confirmation email.
Package Tracking
Once your order ships, you receive a shipping confirmation email containing your tracking number and a direct link to the carrier's tracking page. This allows you to monitor your package's journey from our facility to your doorstep. You can also access tracking information by logging into your customer account on our website, where all your order details and shipment statuses are conveniently displayed.
We recommend checking tracking information regularly, particularly as your estimated delivery date approaches. Tracking updates may occasionally experience delays in posting, especially during weekends or when packages pass through customs, but this does not necessarily indicate delivery delays.
Delivery Address Accuracy
You are responsible for providing a complete and accurate delivery address during checkout. This includes street address with apartment or unit numbers when applicable, city, state or province, postal code, and country. We cannot be held responsible for delivery failures resulting from incorrect, incomplete, or outdated addresses provided by customers.
If a package is returned to us due to an incorrect address, we will contact you to arrange re-shipment. However, you will be responsible for paying additional shipping costs for the second delivery attempt. To avoid such situations, please carefully verify your address before completing your order.
International Customs and Duties
International shipments crossing borders are subject to customs procedures and may incur customs duties, import taxes (such as VAT, GST, or similar), and customs processing fees. These charges are determined by the customs authorities in your country and are completely beyond our control. The amount varies based on your country's regulations, the declared value of your shipment, the type of products, and current trade policies.
We declare all shipments at their full commercial value and accurately describe the contents. We do not mark packages as gifts or undervalue products, as doing so is illegal and can result in serious penalties including package seizure, fines, or criminal charges. Customs authorities increasingly scrutinize international shipments, and accurate declarations protect both you and us from legal complications.
Customs fees, when assessed, are typically collected by the shipping carrier at the time of delivery or by customs before releasing your package for final delivery. These fees must be paid to receive your package. If you refuse to pay applicable customs charges, your package will be returned to us, and you will be responsible for the return shipping costs. We strongly recommend researching your country's import regulations and typical customs fees before placing an international order to avoid unexpected costs.
Delivery Issues and Resolution
If you do not receive your package within the estimated delivery timeframe, first check the tracking information to identify the current status. Delays can occur due to customs processing, carrier routing issues, weather conditions, or other unforeseen circumstances. If tracking shows no recent updates or indicates a problem, contact the shipping carrier directly using the tracking number provided. Most carriers can provide additional information or initiate investigations for delayed shipments.
If your efforts to resolve the issue with the carrier are unsuccessful, contact us at support@poketurbo.com with your order number and tracking information. We will work with you and the carrier to locate your package and ensure successful delivery or arrange appropriate resolution.
Damaged Packages
If your package arrives with visible exterior damage, it is important to follow specific procedures to protect your rights and facilitate claims. Do not refuse the package, as this can complicate the claims process. Instead, note the damage on the carrier's delivery slip or electronic signature device in the presence of the delivery person. Immediately photograph the exterior of the damaged package from multiple angles, then carefully open it and photograph the contents and interior packaging to document the extent of damage.
Contact us at support@poketurbo.com within 48 hours of delivery with your order number and the photographs. This prompt reporting is essential for filing carrier claims, as most carriers have strict timeframes for damage reports. We will work with you to arrange replacement of damaged items or processing of refunds, and we handle all necessary communications with the carrier's claims department.
Undeliverable Packages
Sometimes packages cannot be delivered because no one is available to receive them, access codes are required but not provided, building security prevents carrier access, or other delivery obstacles exist. In such cases, the carrier typically leaves a notice with instructions for retrieving your package or scheduling a redelivery attempt.
Packages may be held at a local post office, carrier facility, or pickup point for a limited time, usually 10-15 days depending on the carrier and location. If you do not collect your package within this timeframe, it will be returned to us. Upon receiving the returned package, we will contact you to discuss re-shipment options. Please note that additional shipping charges apply for re-sending packages that were available for pickup but not collected.
Returns Policy
Your Right to Return
In accordance with consumer protection laws, customers purchasing for personal use (not business purposes) have the right to return products within 14 days from the date of receipt without needing to provide a reason. This statutory right protects consumers making online purchases where they cannot physically inspect products before buying.
This return right is subject to specific conditions designed to protect product integrity and prevent fraud, particularly important for trading card game products where opened packages cannot be verified for completeness or condition.
Return Eligibility Requirements
Products must meet all of the following conditions to be eligible for return. They must be in their original, unused condition exactly as received. Original packaging must be intact with no tears, crushing, or damage that would affect the product's resale value. For sealed products including booster packs, booster boxes, Elite Trainer Boxes, and similar items, the factory seal must remain unbroken. This is essential for trading card products as opened sealed items cannot be verified for completeness.
All accessories, promotional items, inserts, documentation, and any gifts or bonuses included with your order must be returned together with the main product. Products showing any signs of use, wear, or damage beyond minimal handling for inspection purposes will not be accepted for return.
Non-Returnable Items
Certain product categories cannot be returned due to their nature or industry standards. Opened sealed products, including any booster packs, booster boxes, Elite Trainer Boxes, or similar items where the factory seal has been broken, cannot be returned. This policy is standard throughout the trading card industry due to the impossibility of verifying contents once packaging is opened.
Personalized or custom-made products created specifically for you cannot be returned unless defective. Digital products, including any redeemable codes that have been accessed or revealed, cannot be returned. Products specifically marked as "Final Sale" at the time of purchase, which may include clearance items or special promotions, are not eligible for return.
The only exceptions to these non-returnable categories are products that arrive defective or damaged through no fault of yours, or incorrect items shipped due to errors on our part.
How to Initiate a Return
To begin the return process, contact us at support@poketurbo.com within 14 days of receiving your delivery. Your email should include your order number (found in your order confirmation email), a clear list of items you wish to return, and optionally, your reason for the return. While we appreciate understanding why you're returning products as it helps us improve, providing a reason is not mandatory for exercising your right of withdrawal.
We typically respond to return requests within 24-48 business hours. Our response will include a return authorization (RA) number, the return shipping address, detailed packing instructions, and any specific information relevant to your return. Do not ship products back to us without first receiving this return authorization, as unauthorized returns may not be processed correctly or could be delayed.
Preparing Your Return
Package your return securely using the original product packaging whenever possible. If the original shipping box is damaged, use a sturdy replacement box of appropriate size. Wrap products in bubble wrap or other protective material to prevent damage during transit. Include a note inside the package with your order number, return authorization number, and a list of the items being returned.
Seal the package securely and clearly write the return authorization number on the outside of the box. This helps our receiving team identify and process your return quickly upon arrival. Ship your return using a carrier that provides tracking information, as this protects you by providing proof of shipment and delivery. We strongly recommend purchasing shipping insurance for valuable items, as you bear the risk of loss or damage during the return shipment.
Return Shipping Costs
Customers are responsible for return shipping costs when exercising their right of withdrawal or returning products due to buyer's remorse. This is standard practice for online retailers and reflects the fact that the return is at your initiative rather than due to any problem with the products.
The only exceptions where we cover return shipping costs are when products arrive defective with manufacturing defects or damage that occurred before you received them, when we shipped incorrect items different from what you ordered, or when items are missing from your order due to packing errors on our part. In these cases, we provide prepaid return labels or reimburse your return shipping costs.
Refund Processing
Upon receiving your return, we inspect the products to verify they meet our return conditions. This inspection typically takes 1-3 business days. If your return is approved, we process your refund within 14 days from receiving and approving the return. Refunds are issued to your original payment method, whether that was a credit card, debit card, or other payment method used at checkout.
The refund amount includes the purchase price of the returned products. If you are returning your entire order, we also refund the original shipping cost you paid. However, if you are returning only part of your order, original shipping costs are not refunded as we did successfully ship and deliver products to you.
Return shipping costs you paid to send items back to us are not refunded except in cases where the return is due to our error (defective products, wrong items shipped, etc.). Customs duties or import taxes you may have paid when receiving an international shipment cannot be refunded by us, as these are government charges paid to customs authorities, not to our company.
Once we process your refund, allow 5-10 additional business days for your bank or card issuer to post the credit to your account. This timing is controlled by financial institutions and varies by bank. You will receive an email confirmation when we process your refund, which you can reference if you need to follow up with your bank.
Defective Products
If you receive a product with a manufacturing defect, contact us at support@poketurbo.com within 48 hours of delivery. Provide your order number and clear photographs showing the defect. These photos should clearly demonstrate the problem and help us assess the situation quickly.
For defective products, we offer your choice of resolution: we can send you a replacement product at no charge to you, covering all shipping costs, or we can process a full refund including the original purchase price and shipping costs you paid. In cases of defective products, we also cover your return shipping costs. We will provide a prepaid return label or reimburse your return shipping expenses.
Manufacturing defects are rare due to the quality control standards of The Pokémon Company International and other manufacturers we work with, but when they do occur, we take full responsibility for making the situation right quickly and fairly.
Wrong Items Received
Shipping errors happen occasionally despite our careful packing procedures. If you receive an incorrect product different from what you ordered, contact us immediately at support@poketurbo.com. Provide your order number and photographs of the item you received. Do not open sealed products, as we will need to accept them back and may be able to redirect them to the correct customer.
We will send you the correct product immediately, typically with expedited shipping to compensate for the error. We arrange for return of the incorrect item at our expense, either by providing a prepaid return label or scheduling a pickup if available in your area. You incur no costs for shipping errors on our part.
Partial Returns
You are not required to return your entire order if only some items are unsatisfactory. You may return selected products from your order while keeping others. When making a partial return, please note that we do not refund original shipping costs since we successfully delivered products to you. You are responsible for return shipping costs for the items you choose to send back, unless the return is due to defects or errors on our part.
Exchanges
We do not currently offer direct product exchanges. If you wish to exchange a product for a different item, size, or variant, the process requires two separate transactions: returning the original product following our return procedures, and placing a new order for the desired product.
We recommend placing your new order promptly, especially if the product you want is in high demand or has limited availability. This ensures you secure the item you want while your return is being processed. Your refund from the return and your new order are processed independently.
Contact and Support
For questions about shipping, returns, or any other aspect of your order, contact our customer service team at support@poketurbo.com. When contacting us, please include your order number in your message to help us assist you efficiently.
Email: support@poketurbo.com
Mailing Address: POKE UNDERGROUND, 63 RUE BALARD, 75015 PARIS, FRANCE
Response Time: Within 48 business hours
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM (Paris Time)
We are committed to providing excellent customer service and making your shopping experience with PokeTurbo as smooth as possible. Whether you need assistance with tracking a shipment, initiating a return, or resolving any issue with your order, our team is here to help.