FAQ
Secure Payment
Is payment on ZeniTCG secure?
Yes. Payments are processed through secure payment providers using encrypted checkout technology. ZeniTCG does not directly store your full card details.
What payment methods do you accept?
Available payment methods are displayed at checkout and may vary depending on your country and currency.
Is my payment information stored by ZeniTCG?
Sensitive payment details are processed by our secure payment providers. ZeniTCG only receives the information necessary to manage your order.
Why was my payment declined?
Payments can be declined by your bank or payment provider for security, insufficient funds, incorrect billing information, or other reasons. We recommend contacting your payment provider if the issue continues.
Track Order
How can I track my order?
Once your order has shipped, you’ll receive a shipping confirmation with tracking information whenever tracking is available.
My tracking hasn’t updated yet. Is that normal?
Yes. Tracking can sometimes take a little time to update after a shipping label is created or the parcel is handed to the carrier.
My tracking says delivered, but I can’t find my package. What should I do?
Check around your delivery location, with household members, neighbors, or any designated safe place. If you still can’t locate it, contact us at contact@zenitcg.com.
What happens if my package is lost?
Contact us with your order number. We may open an investigation with the carrier and provide the appropriate solution once the situation has been reviewed.
Orders & Shipping
How long does it take to process an order?
We prepare in-stock orders as quickly as possible. Processing times may vary during major Pokémon TCG releases, restocks, holidays, and high-volume periods.
Do you ship internationally?
Yes. ZeniTCG ships internationally to supported destinations, including the United States, Canada, the United Kingdom, Europe, the UAE, and other available countries.
How much does shipping cost?
Shipping costs are calculated automatically at checkout based on your destination, order size, weight, and selected delivery method.
Will I have to pay customs or import fees?
International orders may be subject to customs duties, taxes, VAT, or carrier fees depending on your country. Unless shown as included at checkout, these charges may be the responsibility of the recipient.
How do you package Pokémon TCG products?
We carefully package sealed Pokémon TCG products to help protect booster boxes, ETBs, collection boxes, tins, and other collectibles during transit.
Can I change my shipping address after ordering?
Contact contact@zenitcg.com as quickly as possible. We’ll try to update it, but changes cannot be guaranteed once fulfillment has started.
Payment & Store Credit
How do Pokémon TCG pre-orders work?
A pre-order allows you to reserve an upcoming Pokémon TCG product before its release. Your order will ship once our stock has arrived and is ready for dispatch.
Are pre-order release dates guaranteed?
No. Release dates are based on information from manufacturers, distributors, and suppliers and may occasionally change.
What happens if a Pokémon TCG release is delayed?
Your reservation remains active and we will ship the product once stock becomes available. Any mandatory cancellation rights remain unaffected.
What happens if you don’t receive enough stock?
Highly anticipated Pokémon releases can sometimes be affected by supplier allocations. If we cannot fulfil your order, the affected item will be refunded.
Can I order pre-order and in-stock products together?
Yes, but your entire order may be held until the pre-order item becomes available if everything is being shipped together. For faster delivery of in-stock products, we recommend placing separate orders.
Returns & Refunds
Are your Pokémon TCG products authentic?
Yes. ZeniTCG sells genuine trading card game products sourced through legitimate retail, supplier, and distribution channels.
Are your Pokémon TCG products factory sealed?
Unless clearly stated otherwise on the product page, sealed products are sold brand new and factory sealed.
Do you sell US Pokémon TCG products?
Yes. ZeniTCG primarily specializes in English-language Pokémon TCG products intended for the North American market, alongside selected Japanese and other regional releases.
How do I know if a product is English or Japanese?
The language or regional version is indicated on the product page whenever applicable. We recommend checking the product title and description before ordering.
Are you affiliated with The Pokémon Company?
No. ZeniTCG is an independent retailer and reseller. We are not affiliated with, sponsored by, endorsed by, or officially connected to The Pokémon Company, The Pokémon Company International, Nintendo, Creatures Inc., or GAME FREAK.
Do you guarantee specific pulls from booster packs?
No. Pokémon TCG booster packs contain randomized cards. We cannot guarantee any specific card, rarity, chase card, or pull rate.
Can sealed products have small packaging imperfections?
Yes. Minor factory imperfections such as slightly loose shrink wrap, small marks, or minor packaging variations can occasionally occur. We still take care to securely package every order.
Account Info
Can I return my order?
Eligible products may be returned within 14 days of delivery under our voluntary return policy, provided they remain unopened, unused, factory sealed, and in their original condition.
Can I return an opened Pokémon TCG product?
Opened sealed TCG products are generally not eligible for voluntary returns. Once booster packs or factory seals have been opened, the product can lose significant collectible value.
Can I get a refund because I didn’t pull the card I wanted?
No. Booster packs contain randomized cards, and specific pulls, rarities, or card values are never guaranteed.
What if my order arrives damaged?
Contact contact@zenitcg.com with your order number and clear photos of the shipping box, label, packaging, and affected product. We’ll review the situation and provide the appropriate solution.
What if I receive the wrong product?
Contact us as soon as possible. If ZeniTCG sent the incorrect item, we’ll arrange an appropriate replacement or refund.
How long do refunds take?
Once a refund is approved and processed, it may take several business days to appear depending on your bank or payment provider.
Can I return a product because its market price dropped?
No. Pokémon TCG products are collectibles, and market prices can change. We do not offer refunds or price adjustments solely because a product becomes cheaper after purchase.