Pokevault.com FAQ: Frequently Asked Questions

1. How do I use my coupon code?

There is a place to enter the coupon code when checking out.

2. How much is the shipping cost?

Shipping is determined by the weight and size of the package, which country you are sending to, and which shipping method that you choose.

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

We only accept Paypal, credit cards and some debit cards.

4. 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 3-5 days for FedEx, 10-21 days for registered mail, or 5-7 days for EMS express shipping.

PLEASE NOTE: These times are only estimates and it varies from country to country and time of year. Delivery times may take longer than stated above.

NOTE: Italy, South America, Mexico, Africa, Central America, remote islands and a few other places take much longer. Sometimes as long as 4-8 weeks.

5. 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 contact 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 contact 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).

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

All products are sent with a tracking number so you can track your package. NOTE: Some countries (ex. Canada, Australia, etc.) the tracking will only work until it leaves Japan, but most countries are able to track it the package until it arrives.

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

Yes, you will receive an email with the tracking number as soon as your package is sent. If you dont receive the email, check your email spam folder. If you cannot find your tracking number, please contact us and we would be happy to give you the information. You can track your package on one of these sites or possibly on your country's postal website:

FedEx website:
https:/www.fedex.com/en-us/home.html

Japan post office website (in English)
https://trackings.post.japanpost.jp/services/srv/search/input?locale=en

USA post office website
https://tools.usps.com/go/TrackConfirmAction!input.action

*** VERY IMPORTANT: Please make sure you watch for your registered mail or EMS packages with the online tracking URL that was emailed to you (If you dont receive it, please contact us). The post office is supposed to leave a note when they attempt delivery, but however there have been many cases lately where they did not leave a note. When you track your package, if it says "RETENTION", this means that you need to pick up the package at your local post office (or call to re-schedule delivery). If you dont pick up your package at the post office within a week or so, It will get SENT BACK.

We are NOT responsible for packages sent back and the you are responsible for any shipping costs if we have to ship the package again.

8. The tracking number seems to have stopped. Is everything ok?

This is quite common. If the last tracking update was Japan and the tracking stops, this usually means that the package has left Japan. The tracking will start updating again after the package clears customs in the destination country. This can sometimes take a while to update (up to several weeks in some countries). *** This does not mean that your package is stuck in Japan. ***

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. You can also type a keyword or words into the "search" box located at the top of the screen. The most precise way to search for items that do not have the keyword in the title is to search for a product with the keyword that you are looking for. Then click on the "tags" on the bottom of the product page. This will show you all products on the site with that keyword, even if they are not in the title.

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

Yes, unfortunately if your item was shipped back to us because you entered an incomplete address (missing information such as apartment #, etc), wrong or incorrect address, ">didn't pick it up from the post office before the time limit, weren't home when it arrived and it got sent back, you are responsible for the cost of re-shipping the item. The only exception is that if we made a mistake on your address. So PLEASE watch for your item online with the tracking number that we provide (for trackable shipping orders).

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).

14. Is my credit card data safe?

Yes, for your protection, Pokevault does not store any of your credit card data or have access to your data in any way. All credit card sales are handled through 3rd party vendors (Paypal & Stripe).

15. Do you offer wholesale prices?

Sorry, due to extremely high demand, very limited supply and with the buying limits that the Pokemon Center is imposing on almost everything recently, we are unable to sell at wholesale prices. But you can sign up for our Pokevault Collectors Club for a 10% discount.

15. I didnt receive my package, what should I do?

If in the unlikely event that you do not receive your package, please contact us immediately. We will be happy to try to help. Or you can contact your local post office or FedEx with the tracking number that you were provided by email. PLEASE DO NOT file a dispute or chargeback with your credit card company. If you do, we will get charged a $20 fee dispute fee and your account will be blocked from any further use.