Store Policy

CatchCrate Collectibles – Customer Care Policy

At CatchCrate Collectibles, we’re passionate about Pokémon and dedicated to delivering a world-class experience for every collector, enthusiast, and first-time buyer who visits us. Our Customer Care Policy outlines how we ensure transparency, fairness, and satisfaction at every step of your journey with us.

Our Promise

We are committed to:

Providing authentic, quality Pokémon cards and collectibles
Ensuring transparency in pricing, condition, and product listings
Offering helpful, respectful, and responsive customer support
Resolving issues quickly and fairly
Continuously improving based on customer feedback

Orders & Shipping

Processing Time: Orders are processed within 1–2 business days.
Shipping Methods: We offer standard tracked shipping. Free shipping may apply to qualifying orders. (During Promotions)
Tracking: A tracking number is provided for all shipped orders.
Packaging: Cards are securely packaged in sleeves and protective mailers to prevent damage.

Product Authenticity & Condition

We guarantee that all Pokémon cards and products are 100% authentic.
Card conditions are graded carefully using industry standards (e.g., NM, LP, MP).

Returns & Cancellations

Due to the nature of the TCG industry, we do not offer returns. That said, if something arrives damaged or not as described, send us an email and we'll make it right | Info@catchcratecollectibles.com

Cancellations can be requested prior to shipment but are subject to a 6% cancellation fee. This fee will be deducted from the refunded amount. This covers the non-refundable payment processing fee we are charged when the initial transaction is made.

Damaged or Incorrect Items: Please contact us within 7 days of receiving your order. We’ll make it right.

Customer Support

Email Support: Reach us at info@catchcratecollectibles.com for inquiries or concerns.
Response Time: We aim to respond within 24 hours on business days.

Preorders

Preorders are charged at checkout and shipped on or shortly after the official release date.
If a release is delayed by the manufacturer, we will notify you via email.
Cancellations on preorders are accepted up to 48 hours before the release date.

Privacy & Security

We respect your privacy. Customer information is securely stored and never shared without your consent.
Payments are processed through secure, encrypted systems.

Feedback & Complaints

Your feedback helps us grow! If we didn’t meet your expectations, please contact us directly so we can make it right. You can also leave a review or suggestion via our website or social media.