Frequently Asked Questions

Welcome to the Tales & Terrors Help Center! Below you will find answers to the most common questions about our products, orders, shipping, and policies.

📦 Orders & Account

1. How do I place an order?

Simply browse our catalog, select the items you wish to purchase, click Add to Cart, and proceed through our secure checkout using your preferred payment method.

2. Can I modify or cancel my order after placing it?

If you need to change your shipping address or cancel an order, please email us immediately at support@talesandterrors.com. Once an order has been processed or shipped from our facility, it cannot be modified or cancelled.

3. Will I receive an order confirmation?

Yes! You will receive an automated order confirmation email immediately after placing your order. If you don’t see it, please check your spam/junk folder.

4. Do I need an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track your order status, view order history, and check out faster in the future.

🚚 Shipping & Delivery

5. Where do you ship?

We ship exclusively within the United States (Domestic US only). We do not offer international shipping at this time.

6. How much does shipping cost?

We offer 100% FREE Standard Shipping on all domestic US orders! There are no hidden handling or packaging fees at checkout.

7. How long will it take to receive my order?

  • Processing / Handling Time: 1 to 3 business days (Mon–Fri).

  • Transit Time: 5 to 7 business days (Mon–Fri).

  • Total Delivery Time: 6 to 10 business days.

8. How can I track my shipment?

Once your package is handed over to the carrier, we will email you a shipping confirmation containing your tracking number and a link to monitor your delivery in real time.

9. What should I do if my package arrives damaged?

If your shipping box arrives severely damaged, please take clear photos of both the outer packaging and the items inside, and email us at support@talesandterrors.com within 48 hours of delivery so we can assist you.

🎴 Products & Authenticity

10. Are your Pokémon and TCG products 100% authentic?

Yes, 100%. All sealed trading card games, booster boxes, Elite Trainer Boxes, and collectibles are sourced directly from authorized primary distributors and official publishers.

11. Are your products factory-sealed?

Yes. Every product we sell is 100% factory-sealed in its original manufacturer shrink-wrap. We do not sell opened, searched, or resealed items.

12. How do you protect items during shipping?

We treat every order like a collector item. All orders are wrapped in protective bubble wrap and packaged in sturdy shipping boxes to prevent crushed corners or damaged shrink-wrap during transit.

13. Do you guarantee specific card pulls or rarities?

No. Trading card products contain randomized cards inserted by the manufacturer. We have no control over, nor do we guarantee, individual card pulls, hit rates, or secondary market values.

🔒 Payments & Security

14. What payment methods do you accept?

We accept all major credit/debit cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB) as well as digital wallets including Apple Pay, Google Pay, and Shop Pay.

15. Is my payment information secure?

Yes. All payments are processed through Shopify Payments, a Level 1 PCI-DSS compliant platform using SSL encryption. We never store or have access to your full credit card details.

16. When will my payment method be charged?

Your card or digital wallet will be charged in full at the time your order is placed (including pre-orders).

🔄 Pre-Orders, Returns & Refunds

17. How do pre-orders work?

Pre-orders allow you to lock in and reserve upcoming product releases. Payment is collected at checkout, and your item will ship on or shortly after its official street release date.

18. What happens if I combine in-stock items with pre-order items in one order?

If an order contains both in-stock and pre-order items, the entire order will be held until all pre-order items are in stock. To receive in-stock items sooner, please place separate orders.

19. What is your return policy?

We offer a 30-day return policy on unopened, unused items in their original factory-sealed condition. Please note that sealed TCG products that have been opened or had their shrink-wrap broken are strictly non-returnable.

20. How long does a refund take to process?

Once your return is received and inspected, refunds are issued to your original payment method within 3 to 5 business days. Depending on your bank, it may take an additional 7 to 10 business days to reflect on your statement.

Still Have Questions?

Our team is always happy to help!

  • Email: support@talesandterrors.com

  • Phone: +1 (502) 735-7946

  • Address: 804 S Broadway St Ste 3, Georgetown, KY 40324, United States

  • Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)