Shipping & Returns
At ELITCG, we know how important condition, authenticity and reliable delivery are when purchasing collectible TCG products. Every order is prepared with care and securely packed before shipment.
ELITCG is operated by SERINITYMERCH, a French registered company.
Worldwide Shipping
We ship ELITCG orders worldwide.
Available shipping methods, estimated delivery times and shipping costs are displayed at checkout based on your destination.
Free shipping is available on orders over $150, subject to the shipping options available for your destination.
Once your order has been dispatched, you will receive a shipping confirmation with tracking information when available.
Please note that delivery estimates are provided as guidance only. Delays caused by carriers, customs procedures, weather conditions or other circumstances outside our control may occasionally occur.
Order Processing
We aim to prepare and dispatch orders as quickly as possible while making sure every product is properly protected.
During major Pokémon TCG releases, special events, high-demand launches or holiday periods, processing times may be slightly longer than usual.
If you notice an error in your shipping address after placing your order, please contact us immediately at help@elitcg.com. We cannot guarantee that an address can be changed once an order has entered the shipping process.
Pre-Orders
Products marked Pre-Order are products that have not yet been officially released or received into our warehouse.
The estimated release date shown on the product page is based on the latest information available to us and may change due to publishers, manufacturers, distributors or transportation delays.
Pre-orders are shipped once the products have been received and are ready for dispatch.
If your order contains both in-stock and pre-order products, the complete order may be held until all products are available. If you would like in-stock products to be shipped immediately, we recommend placing them in a separate order.
If you wish to cancel a pre-order before it has been dispatched, please contact help@elitcg.com as soon as possible.
International Orders, Customs & Import Fees
Orders shipped outside the European Union may be subject to customs duties, import taxes, brokerage fees or other charges imposed by the destination country.
These charges may be collected by the local authorities or shipping carrier upon delivery and are not controlled by ELITCG unless they have already been collected at checkout. French Customs confirms that additional taxes and carrier clearance fees can apply depending on the destination and circumstances of an international shipment.
Customers are responsible for checking any applicable import requirements in their country before placing an order.
Returns
If you change your mind about your purchase, please contact us at help@elitcg.com within 14 days of receiving your order.
For customers benefiting from the European Union statutory right of withdrawal, the 14-day withdrawal period begins when the goods are received.
To help us process your return quickly, please include your order number and the reason for your return when contacting us.
Returns should be sent to:
SERINITYMERCH / ELITCG
33 Rue Larousse
95190 Goussainville
France
SIRET: 100 379 304 00015
Please contact us before sending your return so that our team can provide the appropriate instructions.
Condition of Returned Products
Returned products should be kept in the same condition in which they were received and, whenever possible, include their original packaging.
Because many TCG products are sold as collectible sealed products, opening booster packs, removing manufacturer seals, opening sealed boxes or otherwise altering the original condition may significantly reduce the product's value.
Where permitted by applicable consumer law, a reduction may therefore be applied to the refund if the product has been handled beyond what is reasonably necessary to inspect it.
This does not affect any mandatory consumer rights you may have under applicable law.
Return Shipping Costs
For a standard change-of-mind return, return shipping costs are the responsibility of the customer, unless otherwise required by applicable law or agreed by ELITCG.
We strongly recommend using a tracked and adequately insured shipping method, particularly when returning high-value collectible products.
Under EU consumer rules, customers exercising the statutory 14-day right of withdrawal can be required to cover the direct cost of returning the goods when they have been informed of this beforehand.
Damaged, Incorrect or Defective Orders
If your order arrives damaged, defective or different from what you ordered, please contact us at help@elitcg.com as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number
- Photos of the product
- Photos of the shipping box and packaging
- A short description of the issue
Please keep all original packaging until our support team has reviewed your request.
If the issue is confirmed to be our responsibility, we will work with you to provide an appropriate solution in accordance with applicable consumer law. EU consumer protections also require remedies for products that are faulty or do not correspond to what was advertised.
Refunds
Once a return has been received and reviewed, we will notify you regarding your refund.
Approved refunds will be issued to the original payment method. The time required for the funds to appear in your account may vary depending on your bank or payment provider.
Where applicable, statutory refund rights under consumer law remain unaffected.
Refused & Undeliverable Packages
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned to us because of an incorrect or incomplete address, failure to collect the package, refusal of delivery or unpaid customs/import charges, we will contact you once the parcel has been returned.
Additional shipping charges may apply if you request the order to be shipped again.
Need Help?
If you have any questions regarding shipping, delivery, returns or a pre-order, our customer support team is here to help.
Email: help@elitcg.com
Monday to Friday: 10:00 AM – 6:00 PM
Saturday & Sunday: 12:00 PM – 6:00 PM
We aim to respond to all enquiries as quickly as possible.