FAQ
Frequently Asked Questions (FAQ)
Welcome to Castellcollectibles! Below are answers to some of the most common questions from our community. If you don’t find what you’re looking for, feel free to contact us.
🛒 Ordering
Q: Can I cancel or change my order?
We process orders quickly, but if you need to make a change, please contact us as soon as possible. Cancellations or changes are not guaranteed once an order is confirmed.
📦 Shipping & Delivery
Q: Do you ship internationally?
Not at this time—but we’re working hard to offer international shipping soon. Stay tuned for updates!
Q: How long will it take to receive my order?
Most orders ship within 1–2 business days. Delivery times vary depending on your location and chosen shipping method.
Q: Do you provide tracking information?
Yes! You’ll receive a tracking number via email once your order ships.
Q: What if my tracking says “delivered,” but I didn’t receive my package?
We know how frustrating this can be. Once a package is marked delivered by the carrier, responsibility shifts to the customer, as we can no longer track or recall it. We recommend double-checking with household members, neighbors, or your local post office in case it was misdelivered.
If your order is lost in transit (never marked delivered) or arrives damaged, we’ll gladly step in to assist. For higher-value orders, we may require a signature upon delivery for added security.
📦 Packaging
Q: How is my order packaged?
We take pride in secure, collector-friendly packaging. All trading card products are shipped in sturdy boxes or bubble mailers with protective wrapping to prevent damage in transit. High-value or sensitive items may include additional protection for peace of mind.
🗓️ Preorders
Q: How do preorders work?
Preorders allow you to reserve upcoming releases before they’re in stock. Your payment is collected at checkout to secure your items.
Q: When will my preorder ship?
Preorders ship on or shortly after the product’s official release date. Estimated release dates are listed on each product page and may be subject to change by the manufacturer or distributor.
Q: Can I cancel a preorder?
We allow preorder cancellations up to 7 days before the official release date. After that, all preorders are final. Please contact us directly if you need assistance.
🧾 Returns & Refunds
Q: What is your return policy?
Due to the nature of TCG products, we do not accept returns or exchanges on trading cards once an order has been placed. If you have any questions about a product, please reach out to us before purchasing as all sales are final.
Q: What if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery and include photos of the issue. We’ll make it right—whether that means a refund, replacement, or store credit.
🃏 Products & Restocks
Q: Are your products authentic?
Yes! All items are 100% authentic, factory-sealed, and sourced from official distributors in Japan and North America.
Q: Will you restock sold-out items?
We frequently restock popular products. Follow us on social media or subscribe to our newsletter to be the first to know when items return.
💬 Still have questions?
Reach out to us anytime via our contact page, and we’ll be happy to assist!