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This website is operated by Tokyo-Pokemon. By visiting our site and/ or purchasing something from us, you agree with the following terms and conditions. These Terms of Service apply to all users of the site. Please read these Terms of Service carefully before accessing or using our website.
The products sold by Tokyo-Pokemon are all official products. Some products might be new and sealed while other might be second hand. The condition will always be detailed in the product description. Second hand products will always have pictures of the actual item while brand new products may have the manufacturer official images.
The shipments are taken care of by external carrier. Tokyo-Pokemon is responsible for providing a tracking number to the customer for each parcel shipped, and the customer is responsible for receiving the item or scheduling the delivery with the carrier. If a parcel is returned to us because it remained unclaimed by the recipient when the carrier tryed to deliver it or contact the recipient, we will charge the cost of a reshipment. The customer is responsible for checking the tracking number as frequently as possible as we won't contact the customer when the parcel arrived.
When your package is delivered, if you notice any damage on the outer box that may be due to the transportation, please report it to the carrier at the delivery time. If the carrier is responsible for the damages, only the carrier can provide a compensation. If the damages are not due to the transportation (manufacturing issue, missing part, etc...), please report to us and send us detailed pictures of the issue withing 4 days after the reception of the item. Please read the next section regarding the refunds, returns and exchanges.
We do not accept order cancellation and refunds unless a major problem prevents us from delivering to your country (pandemic, war, etc...)
if you have noticed a manufacturing defect, damage or negligence on one of your products, we can either provide a partial or full refund, or offer to exchange it with a new one. In that case we may ask you to return the item to us and we will pay for the new shipment and return cost.
PLEASE NOTE: we reserve the right to refuse to proceed to a refund or an exchange if we estimate that the request is not justified or that the issue was detailled in the product description (second hand items).
When you place an order with Tokyo-Pokemon, the order will remain standing and unshipped until the payment is complete. A standing order can be automatically cancelled if one or many products in the order become sold out. After completing the payment, the order will be shipped within 3 business days. Please note that we reserve the right to take up to one week to ship your order, as an exceptional circumstance.
PLEASE NOTE: when placing an order, if your cart has both pre-order and in-stock products, the order will be divided into two separate orders, sent separately and can be paid separately.
PLEASE NOTE: the pre-ordered items will be shipped within 3 business days after their release.
Our customer support is available from monday to friday, during the office hours of Tokyo-Pokemon, from 10am to 6pm (Japan time). Our customer support is available in English and French. However, depending on our staff availability, in some cases we may reply to you in english.
