Collection: Cancellation Policy
Orders can be cancelled before the items are shipped by contacting our customer service e-mail: support@poke-collect.com
Cancellation requests MUST be sent within 24 hours of the order being placed to attempt to cancel the order. Rush-Order items are usually shipped within 24 hours so these requests must be sent in as soon as possible after placing the order.
Please note that all order cancellation requests are subject to a non-refundable 10% cancellation fee. This includes all items that are currently in-stock, and all pre-order items. If your order is cancelled by us for any reason without your request, you will NOT be charged the 10% cancellation fee.
If you are found to be using 3rd party software and/or bots to place orders on our website, or abusing order limits by creating multiple accounts, your order will be immediately cancelled and will be charged the full 10% cancellation fee.
Digital Mystery Packs
Digital Mystery Pack purchases are final and cannot be cancelled. The card in each pack is drawn and locked to your order the moment your payment goes through, before you open it, so it can't be put back into the pool once your order is placed. This applies whether or not you've opened your pack online.
If your order also includes other items, those items can still be cancelled under the policy above. Only the Digital Mystery Packs on the order are non-cancellable.
If we have to cancel a Digital Mystery Pack order for any reason on our end (for example, a series sells out before your pack is drawn), you'll receive a full refund with no cancellation fee.
Orders found to be using bots, scripts or multiple accounts to buy Digital Mystery Packs will be cancelled under the policy above.
Questions about a Digital Mystery Pack order? Email us at support@poke-collect.com and include your order number.
Card Vault and Shipping
Cards you pull from Digital Mystery Packs are kept in your vault on the My Packs page until you ask us to ship them. Packs themselves have no shipping charge.
Digital Mystery Packs and vault shipping are available to customers in the United States only. Ship My Cards ships to US addresses only.
When you tap Ship My Cards, we send you a shipping invoice for every card in your vault: $5 flat per shipment, or free when the shipment has 25 or more cards. Once paid, your cards are packed and shipped like any other order.
Shipping invoices that aren't paid within 7 days are cancelled, and your cards stay in your vault. You can request a new shipment any time.
Shipping fees can be refunded until your shipment leaves our store. Once it ships, the fee is final.
We hold vaulted cards for up to 12 months from the date you pulled them. Before that period ends, we'll email you to arrange shipment.
If your order cannot be cancelled because they have already been processed and shipped, please see our "Return Policy".
