Refund policy

SALE ITEMS AND ORDERS WITH DISCOUNT CODES

All items bought with a discount code or during a sale period are FINAL SALE.

SINGLES

All singles orders are final sale and cannot be refunded.

PRE-ORDERS

Pre-orders can be cancelled for a full refund in store credit. Refunds to the original form of payment are subject to a 10% restocking fee.

CANCELLING REGULAR-PRICED ORDERS

Regular-priced orders can be refunded to the original form of payment as long as the order has not been fulfilled or processed. A 5% restocking fee applies to cover non-refundable card processing fees. Once an order has been fulfilled, it can no longer be cancelled or changed.

RETURNS

Sealed TCG product, sports cards and opened product are generally final sale, and we do not accept returns on them.

For all other items, please contact us to request a return within 7 days of delivery. The customer is responsible for all return postage.

MANUFACTURING DEFECTS

Defects inside sealed product (for example, misprints, miscuts or damaged cards in a pack) are the manufacturer's responsibility and are not eligible for return, refund or exchange through The Poke Office. Please contact the manufacturer directly. For Pokémon products, this is Pokémon Support at support.pokemon.com. We're happy to help point you in the right direction.

DAMAGED IN SHIPPING / MISSING ITEMS

If your order arrives damaged in shipping or is missing items, email colin@thepokeoffice.com within 24 hours of delivery. Include your order number and clear photos of the shipping box, the packaging and the affected items. Claims made after 24 hours, or without photos, may not be accepted.

Please note: small imperfections on outer boxes, such as minor dents, rips, tears or scuffs, are normal and are not a reason for a refund, store credit or exchange. Product ships to us directly from Pokémon and other manufacturers, so these are common.

PRICE ADJUSTMENTS

We do not offer price adjustments during sale periods.

If our price drops before your item ships, we will offer a price adjustment as store credit.

All policies are subject to change at any time without notice.

Store credit is non-transferable.

There are no exceptions to policies.