Frequently asked questions

PokeStore is an independent Pokémon TCG shop based in Australia. We are not a marketplace or a drop shipper: every card we list is one we hold, check and pack ourselves.

We trade online only, so there is no shop front to visit and everything is posted with Australia Post. Payments run through Stripe, prices are in Australian dollars, and our Terms of Service and Privacy Policy set out exactly what you are agreeing to when you order.

Email support@pokestore.com.au and you reach us directly rather than a ticket queue. If you are weighing up an order and want to ask something first, please do.

Payment goes through Stripe at checkout. You can pay by card, and by Apple Pay or Google Pay where your device supports it. Your card details are entered directly with Stripe, and we never see or store your full card number.

All prices are in Australian dollars and include GST where it applies. We do not take PayPal, bank transfer or direct deposit, and there are no gift cards at the moment.

Yes. We sell at market price. Our prices are checked against recent sold listings for the same card in the same condition or grade, so what you pay lines up with what that card is actually selling for.

The price on the listing is the price you pay. There is no bidding, no reserve and nothing added at checkout except the shipping fee, which is shown to you before you pay.

No. You can check out as a guest with your email address and an Australian delivery address. An account only makes it easier to find your orders later.

If you want one, sign up at sign up with your name, email and a password of at least 8 characters, or use Continue with Google on the sign in page. Guest orders appear in a new account as long as the email is written exactly the same way both times, capitals included.

No. Your bag lives in your own browser and nothing is set aside until you pay. Most of what we sell is one of a kind, graded slabs especially, so if someone gets there first you will see a sold out notice at checkout and can remove that item and carry on with the rest of your order.

Go to orders. If you are signed in, your orders are listed there. If you checked out as a guest, use the lookup with your order number and the email you used at checkout. Order numbers look like PHB-7X4K2M, and the email has to match what you typed exactly, including capitals.

If it still will not come up, or you have forgotten your password, email us at support@pokestore.com.au with your order number. There is no self-service password reset on the site yet, so we do that one by hand.

You can cancel any time before we dispatch, as set out in our Terms of Service. There is no cancel button on the site, so email us at support@pokestore.com.au with your order number and we will take care of it.

No. We ship within Australia only. Checkout takes an Australian state or territory and a four digit Australian postcode, and we cannot send an order to an overseas address or a freight forwarder.

Please allow up to 6 weeks from the day you order. Most orders arrive well before that, but 6 weeks is the outer window we ask you to plan around, so it is worth ordering early if a card is a gift.

We dispatch once payment has cleared and your order is packed, and we email your tracking number as soon as it ships. Any timeframe is an estimate rather than a guarantee, and once the parcel is with the carrier the timing is out of our hands. The wording is in our Terms of Service.

Express Post shortens the carrier leg, not the time we take to pack your order, and the business days quoted at checkout are counted from the day we post it. Australia Post only guarantees next business day inside its Express Post network, which does not cover Darwin and much of regional Australia, so we quote a range rather than a date.

Yes. Every card is sleeved, sealed into a toploader and wrapped in bubble wrap, so it cannot shift, bend or take a knock in transit. Graded slabs are wrapped and braced the same way. Everything goes out tracked and insured with Australia Post.

We also film ourselves packing every order. The recording shows each card going into its toploader and into the parcel, so there is a record of exactly what was sent and how it was protected.

Shipping is priced from live Australia Post rates for your postcode and what is in your bag, and the exact fee is shown at checkout before you pay. Until you enter a postcode we show a $9.70 estimate, which is also the flat fee we fall back to if a live rate is not available.

You can choose Parcel Post or Express Post at checkout. Express usually costs a few dollars more and is quoted alongside the standard rate, so you can see the difference before you decide. There is no free shipping threshold, and both services are tracked and insured.

We email you a tracking number when your order ships. It is not shown on your order page at the moment, so it is worth hanging on to that email. If you have lost it, email us at support@pokestore.com.au with your order number and we will look it up.

If a parcel comes back to us as undeliverable, we will get in touch to arrange re-delivery, and you may be asked to cover the additional postage. It is worth double checking your address at checkout.

Three things: raw singles, graded slabs and sealed product. Browse singles, graded and sealed, or everything at once in the shop.

Yes. Our Terms of Service commit us to selling only genuine Pokémon TCG product, and we do not knowingly sell counterfeits, reproductions or proxy cards.

If something we sold you turns out not to be genuine, that is a major failure under the Australian Consumer Law and you choose the remedy.

Mainly PSA, BGS (Beckett) and CGC, and you will also see SGC and ACE in the shop filters. If you are weighing the graders up, we have a guide on PSA vs BGS vs CGC.

The grade is the grading company's opinion at the time it assessed the card, and we pass it through exactly as assigned rather than re-checking the card inside the case. If a slab does not match the grade and grader stated in the listing, that is a major failure and you choose the remedy.

For graded cards, yes. On a graded card's page you can switch between the card art and a photo of the actual slab, where one has been uploaded. Sealed product listings use our own photo of the item.

Raw singles use the official catalogue scan of that card, which is the same image for every copy, so the condition code is what describes the individual card you are buying. If you want to see the actual card first, email us at support@pokestore.com.au with the card and condition you are looking at and we will send photos. We would much rather do that than have a card arrive and disappoint you.

No. Sealed product is never opened, and we describe it from the manufacturer's packaging. If a sealed item arrives that has clearly been opened, that is a major failure and you choose the remedy.

Our guide on spotting a resealed booster box covers what to look for.

It is a sealed item we have listed ahead of release. Preorders show no price and cannot be added to your bag or reserved. Where we have a confirmed release date we show it, and otherwise the listing just reads coming soon.

There is no waitlist, so it is worth checking back once it lands.

Every raw single we have opened is listed with one of five condition codes. They are not a scale we made up: we follow the TCGplayer Card Conditioning Standards, updated March 2025, so you and we are working from the same measurable definition rather than treating condition as a matter of taste.

• NM (Near Mint) — Minimal handling or play wear. NM allows up to 3 points.
• LP (Lightly Played) — Visible handling or play wear without significant imperfections. LP allows up to 6 points.
• MP (Moderately Played) — Significant play, use or wear while remaining structurally usable. MP allows up to 12 points.
• HP (Heavily Played) — Heavy, obvious wear that does not cross an automatic-damage rule. HP allows up to 24 points.
• DMG (Damaged) — Wear beyond Heavily Played or any flaw that affects integrity. DMG applies above 24 points or whenever an automatic-damage flaw applies.

There is a sixth code, SE (Sealed), for cards we have not opened. It is explained below.

The card is unopened and still in its original factory packaging, such as a promo card in its sealed pack. We have not taken it out, so there is nothing for us to inspect and no wear grade to give it.

That means SE is not a better grade than Near Mint. It is a statement that the card has never been handled since it left the factory, and the trade-off is that neither of us can see the card inside: centring, print quality and any factory flaw are unknown until you open it, and the card is sold that way.

We do not open a sealed card to check it, because opening it is the one thing that cannot be undone and it is usually the reason people want the card. If you would rather have a copy you can see graded, buy one of the opened conditions above instead.

Each imperfection scores points by severity: Slight = 1 point, Minor = 2 points, Moderate = 4 points, Major = 8 points. A card has to stay within both the flaw types allowed for its condition and that condition's total point ceiling, so one major flaw can move a card down even when everything else about it is clean.

One of us checks every opened raw card against that standard before it is listed, and the code is recorded on the listing you buy from. It is our own good faith opinion rather than a certified grade, and where judgement comes into it we take the reading that puts the card in the lower condition. Sealed cards are the exception: we do not open them, so they are not checked against the standard at all.

It is also not a prediction of what a professional grader would give the card. Grading looks at centring, corners, edges and surface under magnification, and it regularly separates cards that look identical across a shop counter.

The thresholds follow TCGplayer's Understanding Card Condition Imperfections guide.

• Edgewear and whitening. Slight: one contiguous area up to 20mm along the card edge (1 point). Minor: more than 20mm and up to 80mm (2 points). Moderate: more than 80mm and up to 160mm (4 points). Major: more than 160mm (8 points). Edgewear extending more than 0.5mm inward from the edge is measured as surface wear instead.
• Scratches. Slight: up to 20mm long (1 point). Minor: more than 20mm and up to 40mm long (2 points). Moderate: more than 40mm long (4 points). Major: a severe score or gouge (8 points).
• Scuffing and clouding. Slight: up to 31.5mm² (1 point). Minor: more than 31.5mm² and up to 277.2mm² per instance (2 points per instance, up to four instances per card). Moderate: total scuffing on one side, meaning no clear 5mm × 5mm area remains (4 points). Major: total scuffing on both sides (8 points).
• Surface wear. Slight: up to 2.5mm² (1 point; LP at best). Minor: more than 2.5mm² and up to 10mm² (2 points; MP at best). Moderate: more than 10mm² and up to 40mm² (4 points; HP at best). Major: more than 40mm² (8 points and DMG).
• Bends and creases. Minor: up to 10mm with no crease (2 points; LP at best). Moderate: up to 20mm or any bend showing a crease (4 points; MP at best). Major: more than 20mm (8 points; HP at best unless integrity is affected).
• Indentations. Slight: one pinpoint that does not show through the card (1 point). Minor: up to 4mm² and not visible through the reverse (2 points). Moderate: more than 4mm² and up to 25mm², or visible through the reverse (4 points). Major: more than 25mm² (8 points). A linear indent is not NM; up to 20mm is minor, 20–50mm is moderate, and more than 50mm is major.
• Grime. Slight: up to 2.5mm² (1 point; LP at best). Minor: more than 2.5mm² and up to 13.75mm² (2 points). Moderate: more than 13.75mm² and up to 27.5mm² (4 points). Major: more than 27.5mm² (8 points). A stain, sticky residue, mould or other foreign substance is damage rather than grime.
• Manufacturing defects. Slight: up to 2.5mm² (1 point). Minor: more than 2.5mm² and up to 5mm² (2 points). Moderate: more than 5mm² and up to 10mm² (4 points). Major: more than 10mm² (8 points and DMG when integrity or authentication is affected). Curling up to 5mm of lift and centring up to 70/30 do not change condition under the source standard.
• Faults. Slight: up to 2.5mm² (1 point; MP at best). Minor: more than 2.5mm² and up to 10mm² (2 points; HP at best). Moderate: more than 10mm² and up to 40mm² (4 points and DMG). Major: more than 40mm² (8 points and DMG).
• Automatic damage. Any tear, puncture, hole, split card layers, missing piece, foreign substance or non-manufacturing ink is DMG. Liquid exposure, heat damage, alteration or another flaw affecting structure, playability or authentication is DMG. Curling that lifts the card more than 5mm from a flat surface is DMG. Significant card-image shifting or a miscut is DMG.

Email support@pokestore.com.au with your order number, clear photos and the specific criterion you believe the card exceeds, for example the measured length of contiguous edgewear or the total imperfection points. That gives us both something concrete to check rather than an argument about impressions.

If the card falls outside the allowances for the code we sold it as, we got it wrong and we will make it right. Your rights under the Australian Consumer Law apply either way, including the guarantee that goods match their description, and nothing on this page limits them.

No. We do not offer change of mind returns, refunds or exchanges. Every listing sets out the exact card, set and variant, and for raw singles the condition code, and we are happy to send photos of the individual copy before you order, so please ask if anything is unclear.

This does not affect your rights under the Australian Consumer Law, which still apply if an item is faulty, not genuine or not as described. Our Terms of Service set out how those claims work.

Cards are sleeved, toploadered and bubble wrapped precisely so this does not happen, and every parcel is sent tracked and insured.

If a parcel does arrive damaged, email us at support@pokestore.com.au as soon as you can, ideally within a few days of delivery, with your order number and clear photos of both the card and the outer packaging. Transit damage is handled as an insurance claim with the carrier rather than an automatic refund, and those photos are what the claim rests on, so please keep the item and its packaging as they arrived until we have been through it with you.

Where a consumer guarantee claim applies, we pay for or arrange the return and cover the cost of sending any replacement. Your rights under the Australian Consumer Law are not affected, and they are not lost if the packaging has already been thrown out.

We film ourselves packing every order, so we can always show what went into the parcel and how it was protected.

If a card is missing, we ask for a single unbroken video of the parcel being opened. It needs to start before the packaging is touched, show the parcel sealed and undamaged on every side, and run without cuts until every layer has been removed. If that footage shows the card was not inside, we will either send it again or refund it in full, whichever you prefer.

Without that recording there is no way to check the claim against our own packing footage, which is why we ask for it. Filming the parcel as you open it takes a minute and protects both of us.

Refunds are made in Australian dollars through Stripe, and normally go back to the original payment method used on the order. If that is not possible, for example because the card has expired, we will arrange another method with you.

We process approved refunds generally within 5 business days of approving your claim or receiving an approved return. How quickly the money then appears depends on your bank or card provider.

If a price is obviously incorrect we are not obliged to supply at that price, even after your order has been acknowledged. We will always contact you before dispatch and let you choose between paying the correct price or cancelling for a full refund.

Head to sell, paste the share link to your Collectr collection plus some photos, and leave your name, email, phone and address. There is no account and no sign in, and sending the form is not a binding sale. We go through everything by hand and email you a no obligation offer.

In the Collectr app, open the collection you want to sell, tap Share, and paste that link into the form. You can also send up to 30 photos (JPEG, PNG, WebP, GIF, HEIC or HEIF, up to 15MB each). You need at least a Collectr link or one photo before the form will send.

Pokémon TCG cards and sealed product. Send through what you have and we will take a look.

How you get paid is agreed by email after we make an offer. The form has one optional free text box, and that is a good place to tell us how you would like to be paid.