Welcome to the EclipseVault FAQ. Below you'll find answers to some of the most common questions about our products, orders, shipping, payments, returns, and pre-orders.
1. What does EclipseVault sell?
EclipseVault specializes in Pokémon Trading Card Game products and related collectibles.
Our selection may include booster packs, booster boxes, Elite Trainer Boxes, collection boxes, individual cards, accessories, storage products, and other Pokémon-related merchandise.
Product availability changes regularly.
2. Are your Pokémon products authentic?
Yes. We take product authenticity seriously and aim to source products through reputable supply channels.
Products advertised as factory sealed are supplied in their original manufacturer packaging, subject to the condition described on the product listing.
For more information, please see our Authenticity Guarantee.
3. Are you affiliated with The Pokémon Company?
No. EclipseVault is an independent retailer.
Pokémon, Pokémon TCG, Pokémon characters, names, artwork, logos, and related trademarks belong to their respective owners.
EclipseVault is not affiliated with, sponsored by, or endorsed by The Pokémon Company, Nintendo, Game Freak, or Creatures unless expressly stated otherwise.
4. How long does it take to process my order?
Orders are generally processed within 1–3 business days after successful payment and order confirmation.
Processing may take longer during weekends, public holidays, major product releases, promotions, or periods of high demand.
5. How long does shipping take?
Estimated delivery times depend on your destination and selected shipping method.
As a general guide:
-
Domestic orders: approximately 2–8 business days after dispatch
-
International orders: approximately 5–20 business days after dispatch
These are estimates rather than guaranteed delivery dates.
Please see our Shipping Policy for more information.
6. Will I receive tracking information?
Where tracking is available, tracking information will generally be provided after your order has been dispatched.
Tracking may take some time to become active after the carrier receives and scans the package.
7. Can I change my shipping address after placing an order?
Contact us as soon as possible if you entered an incorrect address.
Email: contact@EclipseVault.shop
We will make reasonable efforts to help before the order is processed or shipped, but an address change cannot be guaranteed after fulfillment has begun.
8. Do you ship internationally?
International shipping may be available to selected destinations.
International customers are responsible for applicable customs duties, import taxes, brokerage fees, or other charges imposed by their destination country unless otherwise stated at checkout.
9. What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on your location and other factors, available options may include major credit and debit cards and other payment methods supported by our payment providers.
10. Is checkout secure?
We aim to provide a secure checkout experience using established e-commerce and payment service providers.
Payment information may be processed directly by third-party payment providers using their own security systems.
You should never send complete payment card details or security codes to us by email.
11. Can I cancel my order?
If you need to cancel an order, contact us as soon as possible.
Email: contact@EclipseVault.shop
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.
Once an order has been dispatched, cancellation may no longer be possible and the applicable return process may apply.
12. Can I return an item?
Eligible returns are handled according to our Return and Refund Policy and applicable consumer protection laws.
For change-of-mind returns, products generally need to remain unused, unopened, and in their original condition where such returns are available.
Certain products, particularly opened sealed trading card products, may not qualify for change-of-mind returns where permitted by applicable law.
13. What if my order arrives damaged?
Contact us as soon as possible if your order arrives damaged.
Please provide your order number and clear photographs of the damaged product and packaging.
We will review the situation and determine an appropriate resolution according to our policies and applicable law.
14. What if I receive the wrong product?
If you receive an item that differs from what you ordered, contact us promptly at:
Please provide your order number and photographs of the item received.
We will review the order and provide appropriate instructions for resolving the issue.
15. Do you guarantee specific Pokémon card pulls?
No.
Pokémon TCG products that contain randomized card contents cannot guarantee specific cards, rarities, Pokémon, artwork, or pull outcomes.
EclipseVault does not guarantee specific pulls from sealed products.
16. Do you guarantee card grading results?
No.
We do not guarantee PSA, CGC, BGS, or any other third-party grading result.
Factors such as centering, surface condition, corners, edges, print quality, and grading standards are determined by the applicable grading company.
17. Are sealed products guaranteed to contain specific cards?
No.
Sealed Pokémon TCG products contain randomized contents according to the manufacturer's product design.
The purchase of a sealed product does not guarantee any particular card, rarity, pull rate, or combination of cards.
18. Do you sell pre-order products?
We may offer selected Pokémon TCG products for pre-order.
Pre-orders are subject to the release information and conditions shown on the relevant product page and our Pre-Order Policy.
Manufacturer and distributor release dates may change.
19. When will my pre-order ship?
Pre-orders generally ship after the relevant product becomes available to EclipseVault and the product has reached its applicable release date.
If an order contains both in-stock products and pre-order products, the order may be held until the pre-order products are available unless otherwise stated.
20. Can I contact you about my order?
Yes.
For assistance with an existing order, please contact us:
Email: contact@EclipseVault.shop
Phone: +1 (479) 345-1674
Please include your order number whenever possible.
21. Where is EclipseVault located?
Our business address is:
EclipseVault
54 Souttar Terrace
Osborne Park DC WA 6017
Australia
Please contact us before visiting, as this address may not operate as a customer-facing retail storefront.
22. What happens if my package says delivered but I cannot find it?
First, check your mailbox, delivery area, property, safe-place location, and with household members or neighbors.
You should also review the carrier's tracking information.
If you still cannot locate the package, contact us and we will provide reasonable assistance in investigating the delivery.
23. How do I contact customer support?
You can contact EclipseVault using:
Email: contact@EclipseVault.shop
Phone: +1 (479) 345-1674
Our team can assist with questions about products, orders, payments, shipping, returns, pre-orders, and other store-related matters.
24. How quickly will you respond?
We aim to respond to customer inquiries as promptly as reasonably possible.
Response times may vary during weekends, public holidays, product launches, promotions, and periods of high customer demand.
25. Where can I find your store policies?
Our website contains detailed policies covering areas such as:
-
Shipping
-
Returns and refunds
-
Payments
-
Privacy
-
Terms of Service
-
Pre-orders
-
Authenticity
-
Cookies
-
Accessibility
We recommend reviewing the applicable policy before placing an order.
26. Still Have Questions?
We're happy to help.
Contact EclipseVault:
54 Souttar Terrace
Osborne Park DC WA 6017
Australia
Email: contact@EclipseVault.shop
Phone: +1 (479) 345-1674