Yes. Please contact support with your order number.

• Splitting an order: possible at no additional charge.
• Adding items: let support know which items you would like to add.

Email support@pokeninjapan.store or use https://www.pokeninjapan.store/pages/contact-us.

If we receive multiple orders from the same customer, they may be packed and shipped together.

If you always need your orders kept separate (for customs reasons or otherwise), please contact us with your order numbers before shipment.

If you select bank transfer at checkout, we send you a payment link by email. Please check the order number and amount, then complete the transfer.

If payment is not confirmed within 5 business days from the date of that email, the order is cancelled automatically. If you still want the items after that, simply place a new order.

No. The shipping method does not affect handling time, so express orders do not receive priority or faster processing.

Express shipping only shortens the transit time after the package leaves us.

Total delivery time = our handling time (3 business days, or up to 7 days for orders containing singles; pre-orders follow the pre-order schedule) + the transit time of the shipping service you choose.

The delivery estimates shown on our website are average estimations in business days based on our experience. Shipping and handling can take longer during high seasons such as Christmas and New Year. You can check the estimated transit time for your address at checkout — just add the items to your cart.

We ship from Japan with FedEx or DHL, and all shipments come with a tracking number.

If a shipment is taking considerably longer than expected, please keep your tracking number handy and contact our support team as well as your local carrier office. Tracking status is sometimes not updated properly even though the package is already in your country or held in customs inspection.

Shipping insurance is enabled by default. If you do not want it, you can remove it yourself during checkout.

The insurance is provided by the shipping carrier (FedEx, DHL). To make a claim you must not open the package, and multiple photos or videos may be required. If the carrier's insurance is not available for some reason, we may not be able to guarantee the full value of the shipment, and insurance may not apply if the merchandise is suspected to be stolen.

If you would like additional insurance coverage, send us your order number after ordering and we will send you an invoice and details.

Pre-order items are shipped the day before the release day, on the release day, or the day after — excluding Saturdays, Sundays and Japanese national holidays.

Shipments are generally processed in the order they were received.

Unfortunately not. We cannot inform you in advance which of those three days your package will go out, so we kindly ask you to refrain from asking for an exact shipping date.

You will receive your tracking information once the package is handed to FedEx or DHL.

Mixed orders are shipped together, at the same time as the pre-order item. The in-stock items will not be sent out earlier by default.

Yes — we can split your order free of charge. Please contact support@pokeninjapan.store with your order number and tell us how you would like it split.

Cancellation is never guaranteed and is decided case by case. If we accept it, a cancellation fee of 20% of the product price applies to pre-order items, with a minimum fee of ¥1,000.

Once the order has been shipped it can no longer be cancelled.

No. Orders shipped to the US are sent under DDP terms, which means duties and taxes are paid in advance, so nothing extra is collected from you on delivery.

For goods destined for the UK with a value under £135, VAT is included.

Orders above that threshold follow the standard DAP rule, so import charges are collected from you by the carrier or customs.

To avoid misinformation we do not answer questions about tax amounts. Rates and thresholds differ by country and change over time.

Please contact your local customs or tax office for exact figures. Remember that taxes are not included in our prices (except for the US and UK cases described above).

If a shipment is returned to us, we process a refund after deducting the return shipping fee and a 25% cancellation fee (minimum ¥1,000). This is the same as our return policy and also applies when a package is returned because customs duties were not paid.

This deduction does not apply if the return was our fault.

For some US imports the carrier requires the importer to submit Form 5106. If that happens, we will email you the carrier's contact details and the deadline.

Please complete the submission as soon as possible. If it is not done by the deadline, the package may be returned or discarded, and we cannot compensate losses caused by a missed deadline.

No. Orders that have already been shipped cannot be cancelled.

If you no longer want the items, you may request a return instead, following the return conditions below.

Refunds are paid out after the returned item(s) arrive at our facility, and are issued in Japanese Yen.

In exceptional circumstances refunds may be offered outside the normal policy; we decide this case by case. Please also note that PokeNinJapan does not cover fees charged by your credit card company or PayPal when processing refunds — those fees are the customer's responsibility.

Potential delays caused by customs are not included in our delivery estimates, and shipping is performed by FedEx or DHL rather than by PokeNinJapan.

For that reason, delays caused by the carrier or by customs do not give a right to compensation, suspension or cancellation. If a shipment seems considerably delayed, contact our support team with your tracking number and we will help you follow it up.

Yes. We source only from reliable suppliers and have never received a complaint about counterfeit products.

If you ever receive an item that can be confirmed as counterfeit and as having come from our store, we can offer an exchange.

No. Our condition definitions do not take centering into account at all, so please do not assume that a high condition number means good centering.

The only difference is whether the box is still covered with the transparent plastic wrap or not. There is no other difference in contents.

Because that is how the Japanese domestic market prices them. Collectors often place extra value on sealed cases/cartons, and retailers rarely sell full cases, so the circulating supply is limited relative to demand.

That higher market price is reflected in our case prices.