Welcome to the GemPulls.shop FAQ. Below you'll find answers to some of the most common questions about our products, orders, shipping, payments, returns, and pre-orders.
General Questions
1. What is GemPulls.shop?
GemPulls.shop is an online store specializing in Pokémon Trading Card Game (Pokémon TCG) products and collectibles.
We aim to provide collectors and Pokémon TCG fans with a reliable, secure, and enjoyable online shopping experience.
2. Are your Pokémon TCG products authentic?
Yes. We are committed to offering genuine Pokémon TCG products and do not knowingly sell counterfeit products.
If you ever have concerns about the authenticity of a product you received, please contact us at contact@GemPulls.shop.
3. Are you affiliated with Pokémon or The Pokémon Company?
GemPulls.shop is an independent retailer.
Unless expressly stated otherwise, we are not affiliated with, sponsored by, or endorsed by The Pokémon Company, Nintendo, Creatures, GAME FREAK, or their respective affiliates.
Pokémon and related trademarks and intellectual property belong to their respective owners.
Orders
4. How long does it take to process my order?
Our standard order processing time is 3–6 business days after successful payment verification.
Business days are Monday through Friday, excluding public holidays.
Processing time is separate from the shipping carrier's delivery time.
5. When will my order be shipped?
Once your order has been processed and prepared, it will be dispatched using the shipping method selected or applicable to your order.
You may receive a shipping confirmation and tracking information when tracking is available.
6. Can I change my shipping address after placing an order?
If you entered an incorrect shipping address, contact us as soon as possible at:
We will make reasonable efforts to update the address before the order is dispatched.
Once an order has been shipped, we cannot guarantee that the address can be changed.
7. Can I cancel my order?
If you want to cancel an order, contact us as soon as possible.
We will make reasonable efforts to cancel the order before it is processed or shipped.
Any applicable statutory cancellation or withdrawal rights remain unaffected.
Shipping
8. What are your shipping times?
Shipping time depends on the destination, shipping method, and carrier.
The 3–6 business days refers to our order processing and dispatch time, not the carrier's transit time.
Estimated delivery times may be displayed during checkout.
9. Do you provide tracking?
Where tracking is available, tracking information will generally be provided after the order has been dispatched.
Please allow some time for tracking information to become active after the carrier receives the package.
10. What happens if my package is delayed?
If your package has not arrived within a reasonable period after the estimated delivery timeframe, contact us at:
We may work with the carrier to investigate the shipment.
11. What if my package arrives damaged?
Please photograph the package, shipping label, packaging, and damaged products.
Then contact us at contact@GemPulls.shop with your order number and the relevant photographs.
We will review the situation and determine the appropriate resolution in accordance with applicable law.
12. Do you ship internationally?
International shipping availability depends on the destination and the shipping options offered at checkout.
International orders may be subject to customs procedures, import duties, taxes, or other charges imposed by the destination country.
Payments
13. What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location and other factors.
14. Is my payment information secure?
We take reasonable measures to protect customer information.
Payment information may be processed directly by third-party payment providers using their own secure systems.
GemPulls.shop will never ask you to send your password or complete payment-card security information by email.
15. What happens if my payment fails?
If your payment is declined or cannot be authorized, your order may not be processed.
You may need to use another available payment method or contact your payment provider.
Returns & Refunds
16. Do you accept returns?
Returns are handled according to our Return and Refund Policy and applicable consumer-protection laws.
Certain products may be subject to legal exceptions or special conditions.
17. Can I return an opened Pokémon TCG product?
For sealed collectible products, we recommend keeping the product unopened and in its original condition if you intend to return it.
Opening a sealed product may affect certain return or withdrawal rights where a legal exception applies.
However, statutory rights relating to defective, damaged, incorrect, or non-conforming products remain unaffected.
18. How do I request a refund?
Contact us at:
Please provide your order number and details of your request.
Approved refunds are generally issued using the original payment method unless otherwise required or permitted by applicable law.
19. How long does a refund take?
After a refund is processed, the time required for the funds to appear in your account may depend on your payment provider or financial institution.
Pre-Orders
20. Do you offer Pokémon TCG pre-orders?
Pre-order availability depends on the products listed on our website.
Pre-order products may have different release and fulfillment dates.
21. When will my pre-order ship?
Pre-orders are generally shipped according to the release and fulfillment schedule stated on the applicable product listing.
Manufacturer or supplier release dates may change.
Please review our Pre-Order Policy before placing a pre-order.
22. Can I cancel a pre-order?
Pre-order cancellation terms may vary depending on the order and applicable law.
Contact us at contact@GemPulls.shop as soon as possible if you wish to cancel a pre-order.
Any statutory consumer rights remain unaffected.
Product Questions
23. Are product photos always identical to the product I receive?
Product images are provided to illustrate the product.
Packaging, artwork, labeling, and other manufacturer details may change over time.
Minor differences between product photographs and the actual product do not necessarily indicate a defect.
24. Are pull rates guaranteed?
No.
Pokémon TCG booster products are manufactured and distributed with randomized contents.
GemPulls.shop does not guarantee specific cards, rarities, pull rates, or outcomes from sealed randomized products.
25. Can I request specific cards from sealed products?
Sealed products contain randomized contents and cannot be opened or searched to guarantee specific cards unless the product is explicitly sold as an individual or predetermined card.
Customer Support
26. How can I contact GemPulls.shop?
You can contact us using the information below:
GemPulls.shop
Holstenwall 76
06804 Burgkemnitz
Germany
Email: contact@GemPulls.shop
Phone: +1 (479) 345-1674
For order-related questions, please include your order number so we can assist you more efficiently.
27. How quickly will you respond?
We aim to respond to customer inquiries as soon as reasonably possible.
Response times may vary depending on weekends, public holidays, customer-service volume, and the complexity of your request.
Still Have Questions?
If you cannot find the answer you're looking for, please contact our customer support team.
Email: contact@GemPulls.shop
Phone: +1 (479) 345-1674
We're happy to help make your GemPulls.shop shopping experience as smooth as possible.