There are four ways to contact us, and all of them reach a person: the form on this page, email, the reply address on your order confirmation, and a note added to an order before it dispatches. Nothing routes through a chatbot, and nothing is answered with a template that ignores what you wrote.
This page also answers the questions that arrive most often, so you can often solve the problem without waiting for a reply at all: where a tracking number is, how to change an order, what to do with a damaged box, and how a return request actually starts.
| Contact form | On this page, fastest route |
|---|---|
| [SUPPORT EMAIL] | |
| Order email reply | Reply to your order confirmation |
| Order note | Add a note before 5pm dispatch |
| Reply time | Usually inside one working day |
| Dispatch cut-off | 5pm, same working day |
| Returns window | 48 hours, sealed product only |
| Carriers | FedEx, DHL, USPS, local courier |
On this page
How to contact us, and which route to use
The form is the best route for anything that involves an order, because it asks for the order number and the email address you used, which is what we need to find the parcel. It also creates a written record, so nothing depends on somebody remembering a phone call.
Email works for everything else: a product question, a question about a set release, or a query about whether something is in stock. Write the order number in the subject line if there is one, and put the actual question in the first sentence rather than three paragraphs in.
The other two routes exist for speed. Replying to your order confirmation keeps the whole conversation attached to the order, and an order note added before 5pm reaches the packing bench while the box is still on it, which is the only way to change an address or add a gift message.
If the answer to your help with an order is not on this page, send it in and we will answer it directly.
Write your order number in the subject line and the customer support gets to the right person faster.
What customer support can actually fix
Customer support here means five things: finding a parcel, correcting an address before dispatch, replacing a damaged unit, starting a return, and answering a question about what is inside a product. If your problem is one of those, we can solve it. If it is not, we will tell you who can.
What we cannot do is change what is inside a sealed box, promise a card, or value a collection. Those are not support problems; they are card-market problems, and the honest answer is that a shop selling sealed product has no more information about a pack’s contents than you do.
We also cannot cancel a parcel that a carrier has already collected. That is why the 5pm cut-off matters: before it, an order is still ours to change. After it, the parcel belongs to the carrier and the only remaining option is a sealed return.
If the answer to your customer support is not on this page, send it in and we will answer it directly.
A photograph solves most help with an order messages before we even reply, so attach one if you can.
Help with an order: what to put in the message
Four pieces of information solve almost every case on the first reply: the order number, the email address used at checkout, what you expected, and what happened instead. Without the first two we are searching a database; with them we are looking at your parcel.
If the problem is physical, add a photograph. A crushed corner, a torn wrap or a label that does not match the listing is obvious in one image and hard to describe in a paragraph. Photograph the outer carton before you open it if the damage is visible on arrival, because that is the evidence the carrier will ask for.
If the problem is a missing parcel, check the tracking first and give the carrier one working day to update. Tracking scans lag, particularly with local delivery companies, and a parcel that shows as out for delivery at 9am is usually on a van rather than lost.
We treat every help with an order as a question about a real parcel rather than a ticket number.
Most delivery question messages are answered the same day they arrive, and none are answered by a bot.
Every delivery question, answered in one place
The most common delivery question is where the parcel is. The answer is always the tracking link in your dispatch email, and the tracking number is issued when the label is scanned rather than when the order is packed, so there can be a gap of a few hours between the email and the first scan.
The second most common is why an order placed in the evening has not moved. Orders placed after 5pm are picked the next working day, because the cut-off is a real cut-off rather than a marketing line. Weekend orders follow the same rule.
The third is about the carrier. We ship with FedEx, DHL, USPS and, for local addresses, a local delivery company, and which one carries a parcel depends on the destination and the size of the box. If you need a specific carrier for a specific reason, say so before you order and we will tell you whether it is possible rather than promising it afterwards.
We treat every customer support as a question about a real parcel rather than a ticket number.
How a return request starts
A return request starts with a message, not with a parcel. Contact us first, quoting the order number, and tell us what is wrong. We will confirm whether the item qualifies, which depends on one thing above all: whether the factory seal is still intact.
The window is 48 hours from purchase, and it covers sealed, unopened product. Once the wrap is off, a box cannot be sold as sealed to the next customer, so opened product is not returnable. That includes a box opened only to check the contents.
Pack it the way it arrived: the box in a carton, with the void fill, and the packing slip inside. A return that arrives crushed creates a second problem rather than solving the first. The MTG returns page sets out the full conditions.
Most help with an order messages are answered the same day they arrive, and none are answered by a bot.
When you will get a reply
Messages are answered in the order they arrive, usually inside one working day. A message sent overnight is answered the next working day rather than at 2am, and a message sent on a Saturday is answered on the next working day.
Order-related messages move faster than general ones, because the order number tells us exactly which parcel to look at. If your message is about a damaged box or a missing parcel, put that in the subject line; those are read first.
If a reply does not arrive, check the spam folder before sending again. Answers come from a shop address rather than a bulk mailer, but filters are filters, and a second message that duplicates the first only slows both down.
If the answer to your delivery question is not on this page, send it in and we will answer it directly.
Five questions you can answer yourself
A good share of messages have an answer already on the site. Is delivery free? Yes, over $1,000. What is the cut-off? 5pm. Can an opened box be returned? No. Is a product in stock? The listing says so, and the listing is the only place that does.
What is inside a booster box, a bundle or a draft night box? The category pages list the contents from the publisher’s own product pages, including pack counts, land counts and token counts. That is usually faster than waiting for a reply.
Which product should I buy? That depends on how many people are playing and whether you want to draft or play constructed. The MTG buying guides walk through the decision, and the MTG FAQ covers the rest.
If the answer to your return request is not on this page, send it in and we will answer it directly.
When the problem is the carrier, not the order
Once a parcel is scanned into a carrier network, the carrier controls it. We can open a trace, confirm the address on the label and supply the proof of dispatch, but we cannot make a van turn around. Most delivery question threads end with a trace rather than an answer, and traces take a few working days.
What helps is precision. Tell us the tracking status word for word, the date of the last scan, and whether anyone was home. A parcel marked delivered that nobody received is a different problem from a parcel with no scans at all, and they are handled differently by every carrier.
If a parcel is confirmed lost, that is our problem rather than yours, and it is resolved by replacement or refund rather than by asking you to chase the carrier. You bought from us, not from FedEx.
Most customer support messages are answered the same day they arrive, and none are answered by a bot.
What we cannot help with
There are four things we cannot do, and it saves a message to know them. We cannot value a collection, because a sealed-product shop does not buy singles and has no use for a valuation. We cannot tell you whether a card will rise in price, because nobody can and a shop that pretends otherwise is selling hope.
We cannot mediate a trade between two people who met through the site, and we cannot advise on tax, customs or business accounting. Those sit outside what a card shop is qualified to answer, and a wrong answer would cost you more than the question saved.
The fourth is a defective card pulled from a pack. A miscut, a print error or a card damaged inside a sealed pack is a publisher issue rather than a retail one, and the publisher’s own customer service handles those replacements directly. We will point you at the right form rather than leave you guessing.
Write your order number in the subject line and the help with an order gets to the right person faster.
How to spot a message that is not from us
Card shops get impersonated, because an order email is a believable pretext for asking for a payment detail. Three things are true of every genuine message from us: it comes from [SUPPORT EMAIL], it never asks for a card number, and it never asks you to re-enter payment details through a link.
If a message asks you to pay a redelivery fee, change a delivery address by clicking a link, or confirm a card number to release a parcel, it is not from us. Close it and open the site directly instead of following the link.
If you are unsure, forward the message to [SUPPORT EMAIL] and ask. Checking takes a minute and costs nothing, and a report helps us warn the next customer who receives the same message.
We treat every delivery question as a question about a real parcel rather than a ticket number.
What we do with the details you send us
Contact messages contain personal data: a name, an email address, an order number and sometimes a delivery address. We use it to answer the message and to process the order it relates to, and for nothing else. It is not sold, and it is not added to a marketing list because you asked where your parcel is.
Order records are kept for as long as the accounting and tax rules require, which is why a message thread may stay in the system after the issue is closed. The privacy policy sets out the detail, including how to ask for a copy or a deletion.
Never send card numbers by email or through the form. If a payment needs to be changed, we will tell you what to do in the reply, and it will never involve sending payment details in a message.
We treat every return request as a question about a real parcel rather than a ticket number.
Frequently asked questions
How do I contact PokeCards Online?
Use the form on this page, email [SUPPORT EMAIL], or reply to your order confirmation. All three reach a person.
How quickly do you reply?
Usually inside one working day. Messages that arrive overnight or at the weekend are answered on the next working day.
Can I change my order after placing it?
Yes, if it has not dispatched. Contact us before the 5pm cut-off and we can change an address or add a gift note. After dispatch the parcel belongs to the carrier.
Where is my tracking number?
In the dispatch email. It is issued when the carrier scans the label, so allow a few hours between the email and the first scan appearing.
My parcel shows as delivered but I do not have it. What now?
Check with neighbours and the carrier first, then contact us with the tracking status and the date of the last scan so we can open a trace.
How do I start a return?
Message us with the order number before sending anything back. Sealed, unopened product can be returned within 48 hours of purchase.
Can I return an opened box?
No. Once the factory wrap is broken the box cannot be resold as sealed, so opened product is not returnable.
Do you answer product questions?
Yes. Ask about contents, pack counts or which product suits your group, and we will answer from the publisher’s own product information.
Can I send payment details by email?
No. Never send card numbers by email or through the contact form, and we will never ask you to.
If the answer to your contact us is not on this page, send it in and we will answer it directly.
Sources and further reading
Where a fact on this page comes from somewhere else, this is the source.
- USPS tracking help – how to read a USPS scan and open a missing-mail case.
- FedEx tracking and claims – what a FedEx scan status actually means.
- DHL tracking – tracking and delivery dispute routes for DHL parcels.
Answers without waiting
Most messages we receive are answered on one of these pages.