CUSTOMER SERVICE
CONTACT US
Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: thepokefactoryofficial@yahoo.com
or fill in our contact form:
FAQ
01
The Product I'm Looking For Isn't Here
We’re sorry that the item you're looking for isn’t currently available at ThePokeFactory! Our stock is updated regularly, so be sure to check back soon. In the meantime, feel free to reach out to us directly, and we’ll do our best to help you find what you’re looking for. You can also sign up for product updates on our website to be notified when new items arrive!
03
Has my order been sent yet ?
If you've placed an order with us at ThePokeFactory and want to check its status, please look for a confirmation email with tracking information sent to your registered email. Orders are typically processed within [1-3 business days (adjust based on your business processing time)] and shipped out promptly.
If you don’t see an email or need further assistance, feel free to contact us directly with your order details, and we’ll be happy to help!
05
Part of my order is missing
Please reach out to our customer support team with the following details so we can resolve this for you as quickly as possible:
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Order Number: Found in your order confirmation email.
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Missing Items: List the specific items that are missing from your order.
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Photos (if applicable): If you received a package with missing items, please include photos of the packaging and contents.
Once we have this information, we’ll investigate the issue and work to either locate the missing items or send replacements. Thank you for your patience, and we apologize for any inconvenience!
07
Which methods of payments can I use?
At ThePokeFactory, we accept a variety of convenient payment methods to make your checkout experience as smooth as possible. You can pay using:
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Most Major Debit Cards
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Apple Pay
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Google Pay
If you have any issues or questions about payment options, feel free to reach out to our support team for assistance!
09
Is it safe to order online?
Yes, ordering online with ThePokeFactory is safe! We prioritize the security and privacy of our customers and have measures in place to ensure your information is protected:
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Secure Payment Processing: We use trusted payment providers to process your transactions securely, so your financial information remains protected.
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Data Encryption: Our website employs encryption to safeguard any personal information you provide.
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Privacy Policy: We handle your data responsibly and never share it with third parties without your consent.
If you have any questions or concerns, please reach out. We're here to help and ensure you have a safe shopping experience with us!
02
Can you give me more information about the products ThePokeFactory Sells?
Absolutely! At ThePokeFactory, we currently offer Japanese Booster Boxes and Booster Packs, giving collectors and players access to the unique art and special editions only available in Japanese releases.
In the future, we plan to expand our inventory to include:
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English Booster Boxes & Packs: For those who prefer English releases, we’ll be adding a variety of packs from recent and popular sets.
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Individual Cards (Singles): Perfect for completing sets or finding specific cards, including rarities and special editions.
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Graded Cards: Authenticated and graded by professional services, for collectors interested in preserving high-value cards.
If you’re looking for something we don’t yet carry, stay tuned—we’re excited to bring more options soon!
04
Can I track my order ?
Yes, you can track your order! Once your order has shipped via USPS, you’ll receive a confirmation email with a tracking number. Simply click the link in the email or enter the tracking number on the USPS website to follow your order's progress.
If you haven’t received a tracking email yet or have any other questions, feel free to contact us, and we’ll be happy to help!
06
You’ve sent me the wrong items
We're sorry for the mix-up! If you received the wrong items in your order, please contact our customer support team so we can make it right. Here’s how we can resolve this quickly:
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Order Number: Include your order number in your message.
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Photos of the Items Received: Please provide clear photos of the items you received, including any packaging.
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Details of the Correct Items: Let us know which items you originally ordered.
Once we have this information, we’ll work with you to arrange a return for the incorrect items and send the correct items as soon as possible. Thank you for your understanding, and we apologize for the inconvenience!
08
I forgot to use my discount code
We understand that it can be easy to forget a discount code! Unfortunately, we cannot apply discount codes to orders that have already been placed. However, you’re welcome to use your discount code on your next purchase. If you have any questions or need assistance with your future order, feel free to reach out to us. Thank you for shopping with ThePokeFactory!
10
Delivery - How much is it and how long does it take?
At ThePokeFactory, we offer a flat shipping rate of $10 to cover delivery costs. If your order costs more than $10 to ship, we’ll cover the additional amount!
Generally, you can expect delivery to take about 5-7 business days. However, please keep in mind that this may vary depending on your location and any potential delays with the carrier.
If you have any questions about shipping or need assistance with your order, feel free to reach out to us!