Page 2 of 3
Frequently Asked Questions
What is a pre-order and how does it work at Universe TCG?
Pre-orders allow you to reserve highly anticipated items before their official release. Full payment is processed at the time of purchase to guarantee your allocation. Estimated ship dates are set by manufacturers and are subject to changes beyond our control. For a comprehensive overview of our reservation policies, please read our dedicated Pre-order Information page.
Can I cancel a pre-order or request a refund?
Pre-orders are final and non-cancellable due to market value fluctuations. In the rare event of official manufacturer allocations or distribution cuts where we cannot fulfill your order, a full refund or store credit will be issued immediately. For more details on returns and order eligibility, please view our Refund Policy.
What happens if my order contains both in-stock and pre-order items?
To guarantee shipping sustainability, orders containing both in-stock and pre-order items will ship complete in a single package once all items are available. We recommend placing pre-order items in a separate order if you want in-stock items immediately. For detailed packaging and delivery options, refer to our Shipping Policy.
What is a backorder item and when will it ship?
Backorder items are high-demand products that are not physically in stock in our warehouse but can be purchased on demand. We secure these items directly from official networks. Fulfillment and transit to our facility typically take 1 to 3 weeks before shipment. For complete information on backorder processing, read our Backorder Information page or consult our Shipping Policy.
What happens if my order has items in backorder and in stock?
Your entire order will ship complete in a single package once the backordered items are received and processed by our team. If you want in-stock items shipped immediately, please purchase backorder products in a separate transaction. For additional details on consolidated packaging, see our Shipping Policy.
How long does shipping take for in-stock items?
For in-stock products, orders are processed and shipped within 1–3 business days. Delivery within mainland Spain takes 1–3 business days with express shipping or 3–7 with standard shipping, while EU shipping takes 3–7 business days with express or 5–12 with standard, depending on the option chosen at checkout. For a complete list of transit times, please check our Shipping Policy.
Are all your booster packs, boxes, and items factory-sealed?
Yes! We guarantee that 100% of our products are brand new, original, and factory-sealed. We source directly from official manufacturers (like Bandai, Pokémon Company, Ravensburger) and licensed European distributors. We have a strict zero-tolerance policy against loose or tampered packs. Please note that opened or unsealed items cannot be returned under our protective Refund Policy.
What is your return policy for standard purchases?
You have 14 calendar days from the delivery date to request a return. Due to secondary market volatility and speculative price adjustments, returned products must be in their original, unmanipulated factory-sealed condition. Once unsealed or opened, TCG products suffer up to 100% value depreciation and are not eligible for a refund. For our complete terms and instructions, read our full Refund Policy.