Poke-Geek Help Center
Frequently Asked Questions
Quickly find answers to the most common questions about our products, orders, payments, deliveries, and pickups.
Poke-Geek is an online store specializing in TCGs. We offer products from franchises such as Pokémon, One Piece, Yu-Gi-Oh!, Magic, Lorcana, and other collectible universes, featuring a selection of official products.
Store and Products
Do you have a physical store open to the public?
No. Sales are conducted online. Order pickup at our warehouse is possible only when this option is offered during checkout and after availability has been confirmed.
Are the products sold official?
Yes. We sell official products sourced from suppliers, distributors, and publishers. No counterfeit items are intentionally offered on Poke-Geek.
What is the condition of the single cards sold?
Cards are handled and protected with care immediately upon opening. However, as with any printed product, slight manufacturing variations may exist.
Orders and payment
What are your processing hours?
Order processing and customer service operate primarily Monday through Friday, from 10:00 AM to 5:00 PM, excluding public holidays and announced closure periods.
Which payment methods are accepted?
Available methods are displayed at checkout and may include major credit cards, PayPal, Shop Pay, or other solutions offered by our payment platform.
How does an order containing a pre-order item work?
When an order contains both in-stock products and pre-order products, shipment takes place once all items are available, unless an alternative arrangement is made with customer service.
Delivery, tracking, and pickup
When are orders shipped?
Shipments are generally processed Monday through Friday. Delivery times depend on the shipping method, destination, and time of year. Please check our page Delivery for more details.
My tracking number isn't working immediately. Is this normal?
Yes. After the shipping label is created, it may take a few hours for the carrier to activate tracking. If no information appears after 24 hours, please contact us so we can check the status.
How does warehouse pickup work?
Pickup is available once the order has been validated and you have received our confirmation. It takes place by appointment, and you may be asked to present an ID matching the name on the order.
Parcels, returns, and after-sales service
My parcel is visibly damaged or open upon delivery. What should I do?
Whenever possible, refuse the parcel or note specific reservations with the carrier. Take photos of the packaging, the label, and the affected products, then promptly contact our customer service team.
How do I request assistance with a return or a claim?
Use the Contact Us page, providing your order number and attaching any relevant information. The applicable terms are detailed in our refund policy.
Can't find the answer you're looking for?
Our team is available via the Contact Uspage.