Frequently Asked Questions (FAQ)

General Questions

Q: What types of products do you sell?

A: We specialize in Japanese and English Pokémon Trading Card Game (TCG) products, including sealed products and singles. We also plan to expand into other TCG collections in the future.

Q: Do you sell official Pokémon products?

A: Yes, all products we sell are 100% authentic and sourced from trusted distributors.

Q: Where do you ship to?

A: We currently ship exclusively within the UK.

Pre-Orders

Q: How do pre-orders work?

A: Pre-ordering allows you to secure items before their official release date. Pre-order products are shipped one day before their release date using Royal Mail Next Day Tracked Delivery.

Q: Do I need to pay for pre-orders upfront?

A: Yes, full payment is required at checkout to reserve your pre-order.

Q: Can I cancel a pre-order?

A: You can cancel your pre-order for a full refund up to 14 days before the stated release date. After this period, cancellations are not accepted unless we are unable to fulfill your order.

Q: What happens if the release date changes?

A: Release dates are subject to updates from the manufacturer or distributor. If the release date changes, we will notify you as soon as possible.

Q: What if my pre-order can’t be fulfilled?

A: In the unlikely event we are unable to fulfill your pre-order, we will notify you immediately and issue a full refund.

Shipping and Delivery

Q: What shipping methods do you offer?

A: Most orders are shipped with a 3-5 day delivery service. Pre-orders are shipped one day before their release date using Royal Mail Next Day Tracked Delivery to ensure timely arrival.

Q: When will my pre-order arrive?

A: Pre-order items are shipped one day before their release date, aiming for delivery on or close to the release day.

Q: Can I combine pre-orders and in-stock items in one order?

A: Yes, but all items will be shipped together when the pre-order is available. To avoid delays, we recommend placing separate orders for in-stock and pre-order items.

Q: Do shipping prices vary for different products?

A: Yes, while most orders have a flat shipping rate, mystery packs have variable shipping costs based on their weight.

Orders and Payments

Q: What payment methods do you accept?

A: We accept most major credit and debit cards, as well as PayPal, Apple Pay, Klarna, and other popular payment methods.

Q: Can I change or cancel my order?

A: Changes or cancellations for in-stock items can be made within 24 hours of placing the order. Pre-orders can only be cancelled up to 14 days before the release date.

Q: What if my order arrives damaged or incomplete?

A: If your order arrives damaged or missing items, please contact us immediately at admin@tnocards.co.uk. We will work to resolve the issue as quickly as possible.

Products

Q: Are your Pokémon products sealed?

A: Yes, all products are sealed in their original packaging unless stated otherwise.

Q: Do you sell singles (individual cards)?

A: Yes, we now offer singles alongside our sealed products.

Customer Support

Q: How can I contact you?

A: You can reach us via email at admin@tnocards.co.uk or through our contact form on the website. We aim to respond within 24 hours.

Q: Do you offer refunds or returns?

A: Yes, we offer refunds and returns in accordance with our Return & Exchange Policy. Please note that pre-order cancellations are subject to the terms outlined in our Pre-Order Policy.