FAQ

Contact Information

The best method of contact for inquires is by email, especially for order questions and details.

support@epicpokestore.com

+1 (437)-870-6254

Returns

We currently do not accept returns on all TCG related product, including but is not limited to sealed items, mystery boxes, singles and graded cards.

Some items such as sleeved or binders may be eligible for return it it's original packaging within 30 days of receiving the item. Please contact us or see the return policy for more details.

All orders during sales period are final.

Exchanges

We currently due not offer exchanges at this time due to logistics with shipping. This will be updated at a further date if and when it becomes available.

Package Protection

We offer the option to purchase package protection and is recommended especially on larger orders to insure packages in case of lost, stolen or damaged packages.

Orders placed using Canada Post Lettermail & other untracked shipping services are NOT eligible for package protection. EpicPokeStore assumes no responsibility for lost letter mail and untracked shipments as they are uninsured and without tracking to validate.

If you choose not to select the package protection option at checkout, you are there by voiding any additional insurance outside of what the courier covers for the selected shipping method.

Please see more details on filing claims, eligibility, and more our shipping page here.

Product Damages & Issues

Small tears, rips and inconsistencies do not qualify as issues as they commonly occur from product shipped directly from companies like Pokemon and are not real damage. This is not eligible for store credit, refund, exchange, or store credit.

In the event a package is damaged within shipment or you are sent a damaged product, please contact us via email at support@epicpokestore.com within 24 hours of delivery. 

Pre-Orders

Most Pre-Orders can be cancelled with a 10% processing fee. Please note that some items cannot be cancelled and will be specified in the description. See more details on our Pre-Order Info page.

Giveaways

We host giveaways often through different methods. Typically will be held through social media or email campaigns. Reoccurring giveaways are usually drawn monthly, however see specific details of each giveaway for more information or email us for more info.

 Order Cancellations

Orders cannot be cancelled once fulfilled. Specific details on scenarios of unfulfilled order cancellations can be found on our refund policy page.

We reserve the right to cancel orders if we deem necessary. This will always be a worst case scenario and our last option. We always try our best to fulfil every order. Possible reasons for order cancellation can include but is not limited to fraud, buyouts, inventory issues, and abuse. If you believe your order was cancelled by mistake, please contact us via email for resolution.

Shipping

Orders are dispatched as soon as possible and typically take 1-5 business days depending on the items ordered and size of the order. Please note extended fulfilment times may occur during busy seasons and sale times.

Actual shipping times vary depending on the selected method at checkout and are out of our control once it is handed off to the carrier. Our processing time is not included in calculated shipping times.

We use third-party shipping carriers that cannot be connected to the store. The shipping options at checkout are used to best calculate shipping rates and speed. All efforts will be made to match the speed of the option selected or faster and even match the shipping carrier if possible. In the event that there is no possible way to ship at that speed, the next best option will be selected.

Quantity & Order Adjustments

We will not cancel or adjust pricing on Pre-Orders if the price of the item goes up and you have locked in the order at a lower price. With that, if pricing goes down, we also cannot adjust pricing unless otherwise specified in the description. (Namely for volatile Japanese set prices) Orders may be cancelled for other reasons including but is not limited to potential fraud, buyouts, and abuse.

We reserve the right to adjust the quantities of products ordered. This includes but is not limited to orders exceeding quantity limits, buyouts, and other issues with high demand products. You will be notified as soon as possible if changes need to be made.

Please see more details on our Pre-Order page, but note this applies to all orders not just Pre-Orders.

Bulk & Selling Cards

We are currently not accepting bulk but this can change in the near future. Please check back or contact us for more details.

For higher value cards and sealed items, there is no current buylist but we do purchase collections of singles and sealed. If you are interested, the only current option is emailing us with pictures and details and we will review and decide how to proceed.

For any further question or concerns, please contact us via email at support@epicpokestore.com or fill out the contact form!