FREQUENTLY ASKED QUESTIONS (FAQ)
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ORDERS
How do I place an order?
Add the desired products to your cart then follow the payment steps. A confirmation will be sent to you by email as soon as your order is validated.
Will I receive an order confirmation?
Yes. A confirmation email is automatically sent after payment validation.
Can I modify my order after placing it?
Due to our fast order preparation, modifications cannot be guaranteed. If you made a mistake, contact us immediately and we will see what can be done.
Can I cancel my order?
To ensure fast shipping, orders are processed shortly after validation.
For this reason, cancellations generally cannot be accepted once the order is confirmed.
We encourage you to carefully check your cart before finalizing your purchase.
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PRODUCTS
Are the products sold official?
Yes. All products offered on GUITOONS TCG are official products from authorized suppliers and distributors.
Are the products new?
Yes. All products are sold new and sealed, unless otherwise indicated in the product description.
In which languages are the products available?
We mainly offer products in:
• French
• English
Some references may also be offered in:
• Japanese
• Korean
The language of each product is always indicated in its description.
Are the visuals contractual?
The visuals are provided for informational purposes. Manufacturers may sometimes modify certain packaging elements without prior notice.
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PRE-ORDERS
How do pre-orders work?
A pre-order allows you to reserve a product before its official release to guarantee your copy.
When will my pre-order be shipped?
Pre-orders are shipped from the official release date of the product or upon receipt of our stock.
Can I order available products with a pre-order?
Yes.
However, when an order contains both in-stock and pre-order products, the entire order will be shipped when all items are available.
If you wish to receive in-stock products immediately, we recommend placing two separate orders.
Can release dates be changed?
Yes. Dates communicated by publishers and distributors may change independently of our will.
Can I cancel a pre-order?
Pre-orders are firm reservations made with our suppliers.
Any cancellation request remains at our discretion and must be made before the product is shipped.
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DELIVERY
Where do you deliver?
We deliver to most European countries.
Exceptions:
• United Kingdom
• Poland
What are your shipping times?
All orders containing in-stock products are generally shipped within 24 business hours.
Depending on activity periods and logistical constraints, some orders may also be shipped on Sundays, though this cannot be guaranteed.
We do our utmost to prepare and ship your orders as quickly as possible.
How can I track my order?
As soon as your order is shipped, an email containing your tracking number will be sent to you.
What if my package is delayed?
Transit times depend on the carrier.
If the delay seems unusually long, contact us so we can make the necessary checks.
What if my package arrives damaged?
We invite you to:
1. Take photos of the package.
2. Keep the packaging.
3. Contact us as soon as possible.
We will examine the situation to find the most suitable solution.
What if my package is marked as delivered but I haven't received it?
Check with your neighbors, doorman, or the indicated relay point.
If the problem persists, contact us quickly.
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PAYMENT
What payment methods do you accept?
Available payment methods are displayed during checkout.
Is payment secure?
Yes.
All transactions are protected using the security protocols used by Shopify and its payment partners.
Can I pay in installments?
If this option is available in your country, it will automatically appear during payment.
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RETURNS AND REFUNDS
Can I return a product?
In accordance with applicable legislation, some products may be returned under certain conditions.
We invite you to consult our refund policy for more information.
Can I return an opened product?
For reasons of integrity of collectible products, opened, used, or unsealed items generally cannot be returned.
How long does it take to receive a refund?
Once the return is received and validated, the refund is generally processed within a few business days.
The exact timeframe then depends on your banking institution.
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COLLECTORS
Are boosters, displays, and boxes weighed or sorted?
Absolutely not.
All products are sold in their original condition and are not subjected to any manipulation intended to influence drawing probabilities.
Do you guarantee certain rare cards?
No.
The content of boosters is entirely determined by the publisher according to official rarity rates.
Can I choose the cards contained in a sealed product?
No.
Sealed products contain cards randomly distributed by manufacturers.
Are the products protected for shipping?
Yes.
We pay particular attention to packaging so that your products arrive in the best possible condition.
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CUSTOMER SERVICE
How to contact GUITOONS TCG?
You can contact us:
guitoons.tcg@gmail.com
or via our contact form.
What is your response time?
We generally respond within 24 to 48 business hours.
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GUITOONS TCG
Why choose GUITOONS TCG?
✓ Official products
✓ Fast shipping
✓ Reliable pre-orders
✓ Careful packaging
✓ Responsive customer service
✓ Shop created by enthusiasts
A question not listed in this FAQ?
Feel free to contact us. We will be happy to help you.