Contact
contact@krystalkollectz.com
The average response time is 24 hours.
New York, USA. I do not drop ship from outside the United States.
Processing times will vary on the product’s language release.
Japanese: 3-5 Business days after the release date
Simplified Chinese: 5-9 Business days after the release date
Traditional Chinese: 3-5 Business days after the release date
Korean: 3-5 Business days after the release date
Indonesian: 5-9 Business days after the release date
Thai: 5-9 Business days after the release date
No. You must ship to your own personal address. Please note that all orders with non-matching billing & shipping addresses will be automatically cancelled.
If you won't be home at the time of delivery, you may redirect your package via the UPS or FedEx "Hold at Location" service. Please leave a note in your order asking for your order to be shipped by UPS or FedEx if you require this service.
No. When placing an order, please do NOT use a P.O. Box or APO/FPO/DPO address. Instead, please provide a residential address with your legal name. Not following these instructions will delay your order or result in a cancellation.
Yes, everything on my web shop is officially licensed by The Pokémon Company. All products are brand new & unopened unless specified. All Pokémon products are officially sealed by The Pokémon Company and nothing is tampered with or re-sealed/weighed.
You may cancel your order within 48 hours after placing an order for items that are currently in stock - as long as your order has not already been shipped. Please understand that there is a 6% processing fee penalty for every cancelled order.
Please note that pre-orders & back-orders CANNOT be cancelled
Returning products is not allowed if you don’t like the item for personal reasons. Returns are only allowed if the wrong item has been sent to you.
Yes, all orders must be at least $10 USD in value (or equivalent), NOT including shipping costs. All orders placed under this value will be automatically cancelled.
No, a refund cannot be given. Please understand that the cost of pre-ordered products can vary between the time that the listing goes live and the release date. The price you pay at the time of the pre-order will coordinate with how much the product is purchased for. Demanding a refund of pre-orders due to a price change will result in a ban from my web store.
You can email me to request photo proof of your package’s contents and when the package was shipped. However, I am not responsible for lost, delayed or stolen packages as these issues are caused by the shipping company. Once your order has been shipped, it is out of my control.
If you are concerned about the whereabouts of your package, please request a package search with the shipping courier shown in the tracking information.
Please see the unboxing videos on my Youtube channel (KrystalKollectz) for detailed information about the products on my web shop.