FAQ

All orders ship with Australia Post. Every shipment includes Australia Post tracking at a minimum (Parcel Post and Express Post include tracking). For higher-value orders, Signature on Delivery, Extra Cover, or other Australia Post services may be used where we consider it appropriate.

See: Shipping policy.

Orders are processed on business days. During new TCG releases, major product launches, sales events, public holidays, or periods of high order volume, dispatch may take longer than usual. Tracking is provided once the order has been dispatched.

See: Shipping policy.

Shipping options and charges for your order are shown at checkout. For an existing order, check the shipping charge on your order confirmation.

See: Shipping policy.

After lodging with Australia Post, delivery timeframes are Australia Post estimates and may be affected by factors outside PNOY TCG’s control. We do not promise fixed delivery days beyond those carrier estimates.

See: Shipping policy.

Where international shipping is available at checkout, orders use an eligible Australia Post international service with tracking at minimum. Customs duties, taxes, and similar charges are the recipient’s responsibility unless otherwise stated. Customs and international postal delays are outside our direct control.

See: Shipping policy.

If you notice an address error before dispatch, contact us as soon as possible and we will try to update the order. Once a parcel has been lodged with Australia Post, we cannot guarantee the delivery address can be changed. Customers are responsible for entering a complete, accurate shipping address at checkout.

See: Shipping policy.

Please check your order carefully before submitting it. Once an order has been accepted, we may not be able to cancel or change it before dispatch. Email support@pnoytcg.com.au as soon as possible with your order number and we will confirm what is still possible for that order’s status.

See: Terms of service (Section 4).

If a parcel is returned because it was unclaimed, refused, incorrectly addressed, or otherwise unable to be delivered, we contact you once it is back with us. Where appropriate, it may be resent; additional postage may apply if the return was not caused by a PNOY TCG error.

See: Shipping policy.

We have a 30-day return policy for eligible items — you have 30 days after receiving your order to request a return or exchange under that policy. This policy window does not limit your rights under Australian Consumer Law.

See: Refund policy.

Toys may be returned or exchanged within 30 days of delivery if unopened, unused, and in original packaging. We cannot accept change-of-mind returns for toys that have been opened, used, damaged after delivery, or are missing original packaging, parts, tags, or accessories — unless your rights under Australian Consumer Law apply. The 30-day window and packaging conditions do not limit those rights.

See: Refund policy.

No. Trading cards and related trading card products are final sale for change-of-mind returns. That includes booster packs and boxes, collection boxes, tins, starter/theme decks, pre-release kits, mystery packs, graded cards, single cards, sealed card products, and similar items. We do not accept returns, exchanges, or refunds for change of mind, buyer’s remorse, duplicate pulls, unwanted cards, market value changes, or dissatisfaction with the random contents of sealed products. Your rights under Australian Consumer Law are not excluded or limited.

See: Refund policy · Terms of service (Sections 8–9).

Email support@pnoytcg.com.au with your order number, proof of purchase, and the reason for your request. If the return is accepted, we provide instructions on how and where to send the item.

See: Refund policy.

Contact us with your order number. We assist with lodging or progressing an Australia Post enquiry where appropriate. Australia Post may need investigation time before officially determining a parcel has been lost. We cannot control Australia Post’s network after lodging, but we reasonably assist with genuine cases and any available claim process. Remedies follow the order circumstances, Australia Post’s investigation, and your rights under Australian Consumer Law.

See: Shipping policy.

Check around your property and any safe-drop locations; check with household members, neighbours, reception, or the mailroom if relevant; re-check Australia Post tracking details; then contact Australia Post if it still cannot be found. A “delivered” scan does not automatically decide a claim — we consider tracking information and any Australia Post investigation.

See: Shipping policy.

Please email us at support@pnoytcg.com.au as soon as reasonably possible after delivery. Where helpful, you may also contact Australia Post. Useful details include photos of the outer shipping package, any visible damage to the parcel, the damaged product, and the Australia Post shipping label, and keeping the damaged item and original packaging where you can. We review the matter under our shipping policy, Terms, and Australian Consumer Law. Providing photos helps us help you faster; it is not a condition that limits your rights.

See: Shipping policy · Terms of service (Section 7).

Email support@pnoytcg.com.au with your order number, product details, a description of the issue, and clear photos if you have them. Consumer guarantees under Australian Consumer Law apply and cannot be removed by store policy. The remedy (refund, replacement, or other) is confirmed after assessment.

See: Refund policy · Terms of service (Sections 8–9).

We take reasonable care packing trading cards, sealed products, and collectibles. Minor manufacturer imperfections, shrink-wrap marks, light surface scratches, small dents, or corner wear can still occur before or during shipping. If packaging condition is especially important, contact us before ordering.

See: Shipping policy.

We make reasonable efforts for accuracy, but colours, packaging, and appearance may vary slightly from website images due to device settings, lighting, manufacturer changes, or other factors. Descriptions, prices, and availability may change. Nothing here limits your rights under Australian Consumer Law.

See: Terms of service (Section 2).

The product listing title and description are the source of truth for language and region for that item. Confirm the listing before purchase (for example Japanese or Simplified Chinese singles versus English sealed product). Collections on the store organise Pokémon and One Piece by language where relevant — see each collection and product page. More about what we sell: About page.

Random booster or pack contents are determined by the manufacturer. A specific card, rarity or pull is not guaranteed from random packs unless the product page expressly states otherwise. Fixed items such as named promo cards or listed accessories, where stated on the product page, are part of that listing. We are not responsible if you do not receive a specific card, rarity, pull, or outcome from random sealed contents. Unless required by law, we do not guarantee future value, market value, grading outcome, pull rates, rarity, resale value, or investment performance.

See: Terms of service (Section 3) · About.

Email support@pnoytcg.com.au or use the contact form. Include your order number where possible.