FAQ

Where do you ship from?
New York, USA 

How long does it take to process my order?
Processing times will vary on the product’s language release. Below you can find estimation times:

Japanese: 1-2 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: 3-5 Business days after the release date 
Thai: 5-9 Business days after the release date

How long will it take for my order to arrive?
Delivery times vary by location, below are delivery estimation times: 

USA [USPS Priority]: 1-3 business days 
USA [USPS Standard]: 3-4 business days 
UK [UPS]: 2-3 business days 
Germany [UPS]: 2-3 business days
France [UPS]: 2-3 business days 
Australia [UPS]: 2-3 business days
South Korea [UPS/USPS]: 7-15 business days 

Are the products you sell authentic?
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.  

Do you ship to P.O. Boxes or APO/FPO/DPO addresses?
Unfortunately, no. When making an order, please do NOT use a P.O. Box or APO/FPO/DPO address. Please provide a business or residential address with your legal name. Not following these instructions will delay your order or result in a cancellation.

What happens if I wish to cancel my order.
You may cancel your order within 48 hours after placing an order. However, pre-orders cannot be cancelled after the item’s release date. Please also understand that there is a 3% processing fee penalty for every cancelled order.

If there is a price difference between my pre-order and the current price on your web shop, can I get a refund for the difference?
No, a refund cannot be given. Please understand that the cost of pre-ordered products can change 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 we buy the product for. Requests for a refund of pre-orders due to a price change will result in a ban from my web store.

Can I ship to a friend's address?
No. You must ship to your own personal address. 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 if you require this service.

Any orders that are shipped to an address that belongs to another person will be automatically cancelled.

Can't find the answer to your question?
Please e-mail all inquiries with your Order # to krystalkollectz@gmail.com. Please do not ask about your order through Instagram DM, Youtube Comments, Tweets, etc. since I will need to know the specifics about your order to best assist you.

Do you accept trade offers or exchanges?
No, sorry

What payment methods do you accept?
Paypal, Visa, Credit Card, Shop Pay, American Express, Union Pay, Venom, Apple Pay, Discover, Google Pay, Meta Pay, Mastercard, JCB

What countries do you not ship to?
Brazil, Mexico, Italy, Philippines, India, Cuba 

What should I do if my package gets lost?
You can email me to request photo proof of your package’s contents and location of where the package was shipped from. However, I am not responsible for lost, delayed or stolen packages as these issues are caused by the shipping company. Once the item is 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 supplier you’ve selected at checkout from my web shop.

How do I learn more about the products you sell?  
Please see the unboxing videos on my Youtube channel (KrystalKollectz) for detailed information about the products on my web shop.

I don’t like my product. Can I get a refund?
Returning products is not allowed if you don’t like the item for personal reasons. 

Do you have Instagram?
Yes, @KrystalKollectz 

Do you have any selling references?
Yes, please see my Trustpilot page 
Trustpilot.com/review/krystalkollectz.com