Help Center
Everything you need in one place. Pick the option that matches your situation — most requests are handled fastest through the forms below.
FAQ — answers in seconds
Shipping times, pre-orders, customs and taxes, cancellations, returns, insurance. If you cannot find it, use the question box at the bottom of the FAQ page.
- How long until my order ships?
- Do I pay customs or import tax?
- Is shipping insurance included?
Order requests — before your order ships
Check when your unshipped order will ship, change the shipping address, cancel, combine several orders into one shipment, or split an order and ship part of it first. We verify your order number and email, then show only what is possible for that order.
- Where is my order? (not shipped yet)
- Change shipping address
- Cancel an order
- Combine orders / split an order
Shipping trouble — after your order shipped
Lost or not delivered, arrived damaged, held at customs, or the wrong item was delivered. Photos are required, and please keep the box and packing materials.
- Lost / not delivered
- Damaged box or items
- Customs / wrong item
Wholesale & B2B
Buying for a shop or ordering in volume? Tell us what you need and our wholesale team replies with a quote.
Wholesale inquiry →Card search service & feedback
Looking for a card we do not list? Tell us what you want and how far we should go: a restock alert, a reservation, or a priority search with a deposit. Ideas for the store are welcome too.
- Alert me when it is available
- Reserve it — I will buy it
- Priority search with a deposit
Discord community
Chat with our team and other collectors, get restock news, and ask quick questions. Discord members get our latest discount codes.
Email support
For anything else, or if a form does not work for you, email support@pokeninjapan.store with your order number. We reply within 1–2 business days.
Email us →Want to add items to an existing order?
Three steps — no need to email us.
-
Place a new order
Order the extra items as a new order in the store (we cannot add items to an order that is already placed). -
Send both order numbers
Open the Order requests form, choose "Combine orders", and enter your existing order number and the new one. Both orders must be unshipped and going to the same address. -
Shipping difference refunded
We ship everything in one parcel and refund the shipping you overpaid, minus the cost of the single combined shipment. The form shows a provisional estimate; the final amount is confirmed by email.
- Please have your order number (from your confirmation email) and the email you used at checkout ready — the forms use them to verify your order.
- Shipping trouble: photos of the box, the label and the items are required, and the carrier may ask to inspect the packaging. Do not throw anything away until your case is closed.
- We reply from support@pokeninjapan.store. Please check your spam folder if you have not heard from us.