FAQ

1. How do I use my coupon code?

1) Put an item in your shopping cart. Then click the "shopping cart" located above the country/currency flags or the "shopping cart" located on the gray navigation bar below the Pokevault logoThen simply click "use coupon code" and enter your coupon code and your discount will be applied.

2. How much is the shipping cost?

1) Put an item in your shopping cart. Then click the "shopping cart" located above the country/currency flags or the "shopping cart" located on the gray navigation bar below the Pokevault logoThen simply click "Estimate Shipping and Taxes" and enter your country, region/state and zip or postal code and it will tell you the shipping cost.
 
3. Can I place an order if I dont have Paypal?

Yes. If you dont have Paypal, but you have a credit card, paypal has an option to pay by credit card even if you are not a paypal member.

4. Are any other methods of payment accepted other than Paypal and credit cards?

For USA residents, yes, we also accept cashiers checks, money orders and cash. Only US$ amounts are accepted. For cash, PLEASE send by registered or trackable means so it doesnt get lost in the mail. We are NOT responsible for lost cash in the mail. However, on our website, only Paypal or credit cards are accepted, so if you wish to use a method other than Paypal, please email us directly first and tell us which items you would like to order and the product #. All money order and cash orders  must be paid within 7 days or they will be canceled.

For Europe, Australia, Asia, Canada and all other countries, at this time, we can only accept Paypal, or cash (If you send cash, PLEASE send by registered or trackable means so it doesnt get lost in the mail. We are NOT responsible for lost cash in the mail). If you would like to order, please email us directly first and tell us which items you would like to order and the product #. Otherwise we cannot guarantee that the items will still be available. For cash, we accept the equivalent amount in euros, Japanese yen, pound sterling, Australian dollars, and Canadian dollars. Sorry, but we do not accept European checks/cheques. 

5. How long does it take to receive an order after it has been placed?

It depends on the method of delivery, date ordered, and destination country. We DO NOT ship orders on weekends or Japanese national holidays. Once an order is shipped, it usually takes 7-14 working days for 1st class airmail and registered mail, or 3-7 working days for EMS express shipping. PLEASE NOTE: These times are only estimates and it varies from country to country and time of year.

NOTE: Italy, South America, Mexico, Africa, Central America, remote islands and a few other places take much longer. Sometimes as long as 4-6 weeks.

6. Can I cancel an order once it has been paid for?

No, you can not cancel once an order has been placed.  The only exception is that if you ordered the wrong item by mistake. In order to change your order, please email us IMMEDIATELY so that we can change your order.  Once an order has been shipped, you can not change or cancel your order.  We ship very soon after an order is placed, so please  email us  as soon as possible.  You may not cancel because you no longer want the item(s), changed your mind, or can't afford the item(s). PLEASE do not order unless you are 100% sure that you want the item(s).

7. Is there any kind of guarantee that my order will be delivered?

Yes, we guarantee safe delivery of all our products. If your product is lost or damaged, we will replace it, or refund your payment if the item is no longer available. BUT, to avoid any problems, we HIGHLY recommend using a shipping method with tracking (ie. Registered mail or EMS).

8. Is there any way to check the status of my package or track it?

Yes, but only if you chose the registered airmail or EMS express shipping option. If you would like to know your tracking number and how to track your package, please contact us and we would be happy to give you the information. Or you can track it yourself

USA post office website 

https://tools.usps.com/go/TrackConfirmAction!input.action

Japan post office website

https://trackings.post.japanpost.jp/services/srv/search/input?locale=en

However, there is no tracking number for regular 1st class airmail. We can tell you when it was sent out, but we cannot tell you where it currently is, or when it will arrive.

 9. Can I hold an item and pay for it later?

Sorry, we can not hold items. Because some of our items are extremely popular and many people want them, to be fair, it is first come, first serve. 

10. Can I do payment plans?

Sorry, we do not accept payment plans. All items must be fully paid at the time of purchase.

11. How do I find an item on your site?

There are several ways to find an item on our site. The categories on the left will help you help you narrow down the search if you are looking for an item in one of those particular categories. Or you can type a keyword or words into the "search" box located at the top of the screen above the store logo. You can then refine the search by choosing to search in a particular category or subcategory from the pulldown menu. There is one other way to find items that do not have the keywords in the title. After you search for a keyword or words, then click on one of the items. At the bottom of the item description there are "tags". By clicking on one of the tags (ie. Pikachu), you will be shown all the items for that particular keyword, even if they are not in the title. We are in the process of adding tags to all items, so bear with us until we are finished.

12. If my item is sent back, do I have to pay for it to be shipped again?

Yes, if your item was shipped back to us because you entered the wrong address, didn't pick it up from the post office, weren't home when it arrived and it got sent back, you are resposible for the cost of re-shipping the item. The only exception is that if we made a mistake on your address.

13. Do you proxy bid on Japanese auctions for customers, or can you order items from another Japanese site for a customer?

Sorry, we do not proxy bid (ie. bid for you on items on Japanese auction sites, Ebay, or other websites). The only items we sell are those listed on our site or on Ebay (Ebay user ID: brianjapan). 

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