Frequently Asked Questions

🃏 What types of Pokémon cards do you sell?
We offer a wide variety of English Pokémon cards, including singles, booster packs, graded cards, and sealed products. You can browse by set, rarity, or card type.

📦 When will my order ship?
Orders are typically processed within 1–3 business days. You’ll receive a confirmation email with tracking information once your order ships.

🎥 What does "Open Live" mean?
If you purchase during a TikTok Live stream, your pack will be opened live and shipped afterward. This is a fun way to watch your cards pulled in real time!
All live break sales are final — no cancellations, returns, or refunds.

📦 What does "Ship Sealed" mean?
If you purchase outside of TikTok Live, your item will be shipped sealed, exactly as received from the distributor. Make sure to double-check your shipping address before checking out.

🧾 Do you accept returns or refunds for TCG singles?
No — all sales of TCG singles are final. We do not accept returns, exchanges, or refunds due to their collectible nature.
All singles are near mint quality, unless otherwise stated. Cards are handled with care:

• All TCG singles are penny sleeved
• Full Arts, EXs, and higher-value cards are shipped in top loaders

If you have questions about a specific card, please email us at support@pokepenguin.co before purchasing.

🌎 Do you ship internationally?
No — we currently ship only within the United States.

✅ Are your cards authentic?
Yes! All cards sold by PokePenguin Collectibles are 100% authentic and sourced directly from our official distributor. We do not sell fake or proxy cards.

NOTE: If you're concerned about packaging imperfections (e.g., dents, scratches, or surface blemishes), we recommend not purchasing, as returns will not be accepted for cosmetic flaws.

❗ What is your return policy?
All sales are final. We do not accept returns, exchanges, or refunds.
If your item arrives damaged or incorrect, contact us at support@pokepenguin.co with the following:

• Unboxing video (must begin sealed)
• Clear photos of the issue
• Order number and a brief description
  We’ll review your case on a case-by-case basis. Submission of all requested proof is required for consideration.

🔄 Do you buy or trade cards?
No, we do not currently offer buying or trading services.

📬 My tracking says “delivered,” but I didn’t receive my order. What should I do?
First, check with your local post office or neighbors. If you still can't locate your package, contact the shipping carrier or reach out to us at support@pokepenguin.co for further assistance.