About Your Order and Shipping

Q: When will my order ship?

A: In-stock items are processed within 1-2 business days after you receive your order confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Q: How long will my order take to arrive?

A: The shipping times shown at checkout are estimates and may not be exact. Please refer to the actual delivery times (business days) listed below.

Region UPS Worldwide Express Saver FedEx International Priority DHL Express FedEx International Connect Plus
North America (US & Canada) 2–3 bd 2–3 bd 3–4 bd 4–6 bd
Europe & UK 3–4 bd 3–4 bd 3–5 bd 4–6 bd
Asia (e.g. Hong Kong, Singapore) 1–2 bd 1–2 bd 1–2 bd 3–5 bd
Australia 3–5 bd 3–5 bd 3–5 bd 5–7 bd

Q: What if I order both a pre-order item and an in-stock item?

A: If your order contains a pre-order item, your entire order will be held and shipped together once all items are in stock. We'll send you an email with a tracking number as soon as your package ships.

Q: What shipping carriers do you use?

A: We use reliable international courier services such as UPS, DHL, and FedEx. Every shipment includes a tracking number.

Q: Do I need to provide any customs documents or ID for international orders?

A: Yes, depending on the destination country and the value of your order, you may be required to provide additional importer information:

  • United States: EIN (Employer Identification Number) or SSN (Social Security Number) for shipments above USD 2,500.

  • European Union & UK: EORI number or VAT ID for business imports.

  • Canada: Business Number (BN) or importer ID for commercial shipments.

  • China & South Korea: Resident ID number or business registration number for certain thresholds.

If your order exceeds the duty-free threshold in your country, the courier may contact you directly before delivery to request these details.

Q: My tracking number isn't updating. What should I do?

A: Please don't worry — this is common with international shipments. Tracking information may take 24–72 hours to update after your shipping confirmation email is sent, as the package needs to be scanned at the carrier's facility and again at customs.

If your tracking has shown no movement for more than 5 business days, please contact us at info@tcgmartexpress.com with your order number and we will investigate promptly.

Q: Do you ship to all countries?

A: We currently ship to the following 23 countries. If your country is not listed, please feel free to contact us — we may be able to accommodate your request.

  • Australia, Austria, Belgium, Canada, China, Denmark, France, Germany, Hong Kong, Ireland, Italy, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Sweden, Switzerland, Taiwan, United Kingdom, United States

 

Customs, Duties, and Taxes

Q: Will I have to pay customs duties or taxes when my order arrives?

A: This depends on the destination country. Please see the relevant section below for your country's policy.

For Our US Customers

Q: Will I be charged extra fees for customs or duties on my US order?

A: No, you will not. Orders to the United States are shipped on a DDP (Delivered Duty Paid) basis. This means that all applicable import duties, taxes, and courier handling fees are calculated and paid for at checkout. You will not be charged any additional fees upon delivery.

⚠️ Important Notice: Under current US regulations, a 10% duty applies to all imported Japanese trading cards, regardless of value. Our store includes this fee in your shipping cost to ensure a seamless delivery experience with no surprises at the door.

For All Other International Customers

Q: Will I be charged extra fees for customs or taxes on my international order?

A: Yes, you may. Orders to countries outside of the United States are shipped on a DAP (Delivered At Place) basis. The prices of our products and shipping fees do not include any import duties, customs fees, or taxes (such as VAT) that may be charged by your country. These charges are the sole responsibility of the buyer.

We strongly recommend that you check with your local customs office to understand your country's import regulations and potential fees before placing an order.

 

Returns, Refunds, and Cancellations

Q: Can I cancel my order?

A: Yes, you can cancel your order before it has been shipped by contacting us at info@tcgmartexpress.com.

Please note the following:

  • Cancellations due to customer convenience (e.g., change of mind, ordering by mistake) are subject to a non-refundable payment processing fee of 3.25% of the order value. This fee covers financial service charges from Shopify Payments and PayPal that are not returned to us upon refund.
  • Once your order has been shipped, customer-convenience cancellations are no longer accepted. After shipping, refunds are available only in cases of seller error (defective or misdescribed item).

Q: Can I return my order?

A: We offer a 7-day return policy from the date you receive your item, under the following two conditions:

  • Seller Error (Defective or Misdescribed Item): If the item is significantly different from the description, defective, or arrived damaged, we will accept the return at no cost to you. Photographic or video evidence of the unboxing is required. We strongly recommend recording an unboxing video upon receipt to document the condition of your order. Refunds for seller errors will be fully processed without any fees deducted, and we will cover the return shipping cost.
  • Customer Convenience (Change of Mind): Returns are accepted only if the item is unopened with the original shrink wrap fully intact. A non-refundable payment processing fee of 3.25% will be deducted from the refund, and return shipping costs are the responsibility of the buyer.

To initiate a return, please contact us within 7 days of receiving your order. Once your return request has been approved, please ship the item to:

TCGMart Express c/o KAMECOLLE Inc.
1-10-7-101 Taihei, Sumida-ku, Tokyo 130-0012, Japan

Do not ship items back without prior approval — unsolicited returns may be refused.

Q: How long does it take to receive my refund?

A: Approved refunds will be issued to your original payment method within 5–10 business days after we receive and inspect the returned item. Depending on your card issuer or payment provider, the credit may take additional time to appear on your statement.

 

Other Questions

Q: What is the condition of the cards you sell?

A: All of the products we sell are authentic Japanese-language trading cards. The specific condition of each item is described on its product page, so please check the listing before making a purchase.