Pre-Order Policy

Pre-orders can NOT be cancelled once made, on a case-by-case basis. If a cancellation of a pre-order is granted, you will incur a 10% processing fee based on the total order value.

Release date delays, product allocation issues, and other logistics, production, or distribution factors outside of our control will NOT serve as a reason to circumvent this policy, as the release dates for products in Japan are not the same as in Canada; it may take several days longer for items to arrive.

All orders containing Pre-Order products will be held until the release/arrival of all items in that order. If you require parts of your order to be shipped first, you will be billed separately for the additional shipping costs.

Shipping Policy

Parcels will be shipped with Canada Post or UPS. Shipping to the US and internationally will be with UPS or FedEx. Orders will typically take 1 day to process and 2 – 3 days to ship out. If your order is urgent, please contact us right away.

For items and parcels Stolen/Misplaced/Lost in Transit, Full Restore Collectibles can not be liable if the orders have been marked as delivered. If you are concerned about theft in your area, please request a card for pickup in the checkout notes.

All our sealed products are sourced from official Japanese stores or the Pokémon Center Japan. Any factory defects, such as small tears, seam separations, scuffs on sealed product shrink wrap, and minor defects in packaging material not caused by external forces or factors, are completely normal and will not be grounds for compensation.

All clearance items or sale items listed online are considered a FINAL SALE once the order has been processed and shipped.

If an order is shipped or ordered by 3rd third-party company, freight forwarder, or similar, Full Restore Collectibles takes no responsibility for any damages or issues, or loss that may arise from their services.

Full Restore Collectibles is not responsible for any customs, duties, or other taxes incurred during transportation, nor are we responsible if a parcel is opened or rejected for inspection at customs/border services. This will not qualify an order for compensation, as this is out of our control and is fully the responsibility of the customer if making an international order.

Full Restore Collectibles is not responsible for customers entering incorrect/incomplete addresses. Should an item not be properly delivered due to an incomplete/incorrect address provided to us, we assume no responsibility for the loss incurred. Address changes to an existing order must be made by a staff member. Changing the information on your account will not change the order details on our end. You must email us if you need to update this information before your order is shipped. Please try to give as much advance notice as possible if you are moving or changing addresses and have outstanding orders with us.

Local or In-Store Pick-Up

We do not offer Local Pick-up as part of our regular services; however, if you are a local customer in Vancouver, BC, and would like to pick up your order, here is the process. After you place your order and pay for the regular shipping option, send us an email message immediately requesting a local pick up option at the next show we will attend. Please include your name and order number in this email. We must receive and respond to this request before your order is shipped out. Once we confirm with you, we can bring your order to the next show we are attending. Please come find our booth and pick up your items in person. We will request that you confirm your order number with us in person. Once you pick up your order, you will be given an instant store credit to use at the show as compensation for the shipping cost. Please understand that this is an extra service only for those able to meet us at shows. If you can not do so within a reasonable time, we will ship your order out as normal.

Fraud Prevention

You may receive a text message, email, or phone call from us confirming a purchase you have made at Full Restore Collectibles. Please reply if need be accordingly. You may be asked for some forms of Image/Photo Verification as well, in certain cases, for verification purposes. Orders that do not respond according to any correspondence regarding Fraud Checks/Prevention from Full Restore Collectibles may be subject to cancellation.

Orders may be subject to a name, address, and phone verification with the issuing bank of the credit card. If there are any discrepancies or errors that arise from this process, we will attempt to contact you to resolve the issue. Credit or Debit cards issued outside the USA or Canada are not accepted, as we cannot perform this step if necessary, and any orders made with them will be cancelled.

At our discretion, we may include a Card For Pickup or Signature option for higher valued orders or orders we deem high risk. This acts as insurance/seller protection and also prevents the theft of orders left on doorsteps. We may also email you videos of our packing process for additional peace of mind for particularly expensive items.