FAQ

Where do you ship from? Do you deliver locally?

All orders are shipped from New Jersey, USA. DeliHtz is a strictly online-only business. If you want to buy products in person, be sure to catch us at card shows and events where we'll be carrying limited supply!

Are these products authentic?

Yes, everything procured at DeliHtz is officially licensed by The Pokémon Company. Every product is imported directly from its country of origin and is brand new & sealed (unless specified). Products are sold as they are received, with no tampering, re-sealing, or other form of foul play.

When do Pre-Orders ship?

Release dates are displayed in the description area of all pre-order listings. Depending on the language, shipment of pre-orders will occur approximately:
- Japanese: 0-2 business days after release.
- Korean: 0-4 business days after release.
- Simplified Chinese: 4-9 business days after release.

ORDERS WILL NOT BE SPLIT. If you wish to purchase something in-stock, order it separately from the pre-order. All orders containing in-stock and pre-order products will be shipped all together on the pre-order item's quoted date in the description.

How long until my order arrives?

Shipment times vary by a wide variety of factors, including location, weather, time of year, and day of shipment. Estimated times for the USA are as follows:
- USPS: 3-4 business days
- UPS: 1-3 business days

How do I cancel my order?

All orders can be cancelled within 72 hours of purchase time. If met with an issue regarding cancellation, email deliwtz@gmail.com with the subject header "ORDER CANCELLATION - " as well as your 5-digit order ID and we'll get everything sorted out for you. Note that there is a 6% processing fee for all cancelled orders, and this will be deducted from the total refunded amount. This covers the payment processing fee we are charged when transactions are made.

I don't want my product anymore; can I return it?

Due to the nature of collectibles, all sales are final. However, if a product arrives damaged or not as described, email deliwtz@gmail.com to get a solution worked out directly.

What happens if my package gets lost?

Email me @deliwtz.com to request photo proof of your package's content and location of shipment. We at DeliHtz are unfortunately not responsible for lost, delayed, or stolen packages once they have been dropped off at the post office and registered as "shipped". These issues are the responsibility of the shipping company, and they should be contacted for proper compensation (as most packages are insured).
If you would like an update on the whereabouts of your package, kindly refer to the tracking number or request a search with the shipping supplier.

Do you accept trade ins/exchanges?

Social media links?

Don't see your question here?

Email deliwtz@gmail.com with the "INQUIRY" subject line to ask a question otherwise not covered here.