FAQs

🛒 Orders & Payments

Q: What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Shop Pay, Afterpay, Apple Pay, and Google Pay.
All transactions are 100% secure and encrypted.

Q: Can I cancel or modify my order after checkout?

If your order hasn’t been shipped yet, contact us as soon as possible at poke.gems.mtl@gmail.com — we’ll do our best to make the change.
Once the order is shipped, cancellations or edits are no longer possible.

Q: Do you charge taxes?

Yes, applicable sales taxes are automatically calculated at checkout based on your shipping address.

📦 Shipping & Delivery

Q: Do you ship internationally?

Yes! We offer worldwide shipping.
Please note that customs fees or import taxes may apply depending on your country — these are the buyer’s responsibility.

Q: How long will it take to receive my order?

  • Canada: 2–7 business days
  • USA: 4–10 business days
  • International: 5–10 business days depending on destination and customs delays

Tracking information is sent by email once your order ships.

💳 Refunds & Returns

Q: What’s your return policy?

Due to the collectible nature of our products, all sales are final.
However, if there’s a mistake or issue with your order (wrong or damaged item), contact us ASAP — we’ll make it right.

Q: What if my package arrives damaged?

Please take clear pictures of the package and the damaged item, then email us at poke.gems.mtl@gmail.com.
We’ll review the case and find the best solution (replacement, refund, or store credit).

🧾 Product Authenticity & Condition

Q: Are your Pokémon cards authentic?

Absolutely. Every item sold on PokeGemsMTL is 100% authentic — no proxies or fake cards.
We carefully inspect, verify, and store each card to guarantee authenticity.

Q: The box isn’t in perfect condition — is that normal?

Some sealed products may show minor shelf wear (ripples, dents, or small tears in shrink wrap).
We always mention visible flaws in the product description and include pictures when relevant.

🧠 Other Questions

Q: Do you buy or trade cards?

We are always buying collections! Simply contact us through Instagram @poke_gems_mtl

Or simply write us an email poke.gems.mtl@gmail.com.

Q: Can I pick up my order in person?

We currently operate online only, which means we can process and ship orders 6 days a week.
This makes our shipping fast, reliable, and hassle-free — straight to your door!