FAQ
How do I contact Pokémon Center Support?
If you can’t find the information that you are looking for on our support site, please find your region below to get in touch with someone to help!
Pokémon Center US, Canada, and UK
Chat
Agents are available 24/7 to assist with your issue.
Select the chat icon on the bottom right of your screen to start a new chat.
Chat is a great way to get help with questions about your order. When you start a chat, you will be presented with various types of issues and by selecting the one most related to your question, our agents will have better information to assist you more quickly.
Occasionally, more complex cases will be moved from chat to email, but rest assured we are doing our best to assist.
Email
If you prefer to submit an email ticket, an agent will typically respond within 24 hours.
Submit an email ticket here.
Any issue that we can help with can be assisted with via email!
Some issues may receive a much faster automated response if we think we know the answer based on your question, but you can always respond if we didn’t get it right.
Occasionally, email responses will be delayed due to a high volume of inquiries, but rest assured we are working as quickly as possible to respond.
Do you offer phone support?
At this time, Pokémon Center does not offer phone support.
We are focused on providing accurate answers as quickly as possible, and we believe that chat and email are the best ways to accomplish this. We also don’t like waiting on hold any more than you do!
Need help with a Pokémon vending machine?
Check out our Pokémon Vending Machine FAQ where you can find answers to frequently asked questions as well as contact information. You can also check out our Pokémon Vending Machine Locator to see if there’s one near you!
Pokémon Center Germany, Australia, and New Zealand
Customer support in our Pokémon Center Germany, Australia, and New Zealand regions is managed by our global fulfilment partner, Global-e.
For customers located in Germany, please see your regional Help Center.
For customers located in Australia and New Zealand, please see your regional Help Center.
Pokémon Center Gift Card FAQ
Pokémon Center is now offering eGift cards as a fun new way to give back to your friends and family! Here are some commonly asked questions to help you navigate our new payment option.
How do I use my gift card?
- All gift cards must be used on pokemoncenter.com and can only be redeemed for online purchases. Gift cards cannot be used for preorders. Gift cards cannot be used at pop-up stores, or physical retailers.
- When you receive your email containing your gift card, please select the claim button.
After selecting the claim button, your gift card will appear in your browser. Please take note of the Gift Code and the Pin as you will need these pieces of information during the checkout step to apply the gift card balance to your Pokémon Center order.
Make sure to save the email message with your gift card so that you can use it to check your balance in the future.
- To make a purchase with a gift card, enter your gift card number and pin at checkout, and hit ‘apply’.
- Your gift card balance will be applied against the total cost of your order.
How do I check my gift card balance?
To check your gift card balance, please open the original gift card delivery email. Select the link to view the gift card page and your new balance will generate under “amount.”
Can I reload my gift card?
It is not possible to reload Pokémon Center gift cards. However, you are welcome to purchase a new gift card.
Can I purchase a gift card to meet a gift-with-purchase minimum requirement?
No, gift cards cannot be purchased to meet a gift-with-purchase requirement.
Can I pay for a purchase with another payment method and a gift card?
Yes! You can split payment methods on a purchase if your gift card does not cover the full amount of the purchase. Gift card balances will be fully used before your other payment method is required.
- To do so, simply enter your gift card number and pin, and hit ‘apply’.
- Then, select an additional payment method from the drop-down menu and your details.
Please note: You may split payment methods between a gift card and the following options if your gift card does not cover the full amount of the purchase:
- PayPal
- Credit Card
- Debit Card
At this time, it is not possible to split payments using Apple Pay or additional gift cards.
Can I use multiple gift cards on the same transaction?
At this time, you are not able to use multiple gift cards to place an order. You are limited to using one gift card as a payment method per order. We apologize for the inconvenience. Please check back in the future for updates!
Do gift cards expire?
No, gift cards do not have an expiration date. If it has been over five years since the card was last used, the code may become inactive. Any funds on the gift card will still be available, but you will need to reach out to customer service for help reactivating your card.
I haven’t used my gift card in a long time, and now it won’t work. What’s going on?
If it has been over five years since the card was last used, the code may become inactive. Any funds on the gift card will still be available, but you will need to reach out to customer service for help reactivating your card.
Where are gift cards available?
Gift cards are now available in the United States, Canada, and the United Kingdom! Gift cards must be used on the same regional site where they were purchased. For example, you may not use a gift card purchased on the United States store on a Pokémon Center UK purchase.
Who should I contact if I have an issue purchasing a gift card or my gift card was never delivered?
Please contact pokemon@buyatab.com for more help.
Who should I contact if I need help using my gift card on Pokémon Center?
Please contact Pokémon Center support here.
Pokémon Center Known Issues
The Pokémon Center team works hard to improve the experience for our fans and customers. Please see below for a list of known issues.
Pokémon Center US/CA Known Issues
- Checking out with PayPal may cause an unexpected change to the email address on your Pokémon Center account.
- Workaround: Please register for a new Pokémon Center account here using your original email address. This should revert your Pokémon Center account email back to the original. Please understand that your order history may be lost with this workaround, but any active orders or upcoming preorders will still be fulfilled. Contact customer service here if you experience any further account creation issues or if you cannot view your order history on the newly registered account.
Pokémon Center UK Known Issues
- None
Pokémon Center Germany Known Issues
- None
Pokémon Center Australia and New Zealand Known Issues
- None
How do I cancel or modify the contents of my order?
Can I cancel or modify my order once it’s been placed?
Once an order has been placed with Pokémon Center, it cannot be canceled. Additionally, the contents of the order cannot be modified.
Pokémon Center prioritizes shipping orders quickly, and as such, our warehouses are unable to accommodate cancelation or modification requests.
Can I return the items I don’t want?
Any Pokémon Center item that is not a final sale item can be returned within 30 days of delivery.
How do I start a new return, or check on my existing return?
To start a return or check the status of your existing return:
Please navigate to the appropriate regional link, found in the table below:
- Select Start a Return.
- Enter your fulfillment ID (or order ID) and email address used to place the order.
- Learn how to find your fulfillment ID (or order ID) in this article: How do I make a return or check the status of my return?.
How do I cancel my preorder?
Can I change the address on my order, or modify my delivery options?
Please find your region below:
United States
At this time, we cannot accommodate address changes on orders which have already been placed.
In addition, our carrier partners in the United States are unable to accommodate requests to reroute or hold packages at a local facility.
Canada
At this time, we cannot accommodate address changes on orders which have already been placed.
In addition, our carrier partners in Canada are unable to accommodate requests to reroute or hold packages at a local facility.
United Kingdom
Depending on your carrier, you may have the ability to modify your delivery options. Please see below:
DPD
Website: https://www.dpd.com/nl/en/
Note: The above link takes you to a web page not created or maintained by The Pokémon Company International.
- At this time, deliveries cannot be modified with DPD.
- If you have further queries about your delivery, please reach out to DPD at the above web address.
Royal Mail
Website: https://www.royalmail.com/
Note: The above link takes you to a web page not created or maintained by The Pokémon Company International.
Note regarding Royal Mail delivery modifications:
- All delivery modifications are made at the customer’s own risk
- We may not be able to accommodate support requests as a result
There are a number of options available for delivery modification with Royal Mail. Please follow the below steps to begin the process:
- Track your delivery at https://www.royalmail.com/track-your-item
- Please ensure you have your tracking/reference Number available.
- Simply enter your tracking/reference number and select Track your delivery.
- Select Update delivery options.
- Select one of the provided delivery options.
Germany
At this time, we cannot accommodate address changes on orders which have already been placed.
In addition, our carrier partners in Germany are unable to accommodate requests to reroute or hold packages at a local facility.
Australia and New Zealand
At this time, we cannot accommodate address changes on orders which have already been placed.
In addition, our carrier partners in Australia and New Zealand are unable to accommodate requests to reroute or hold packages at a local facility.
SMS Marketing FAQ
Pokémon Center is pleased to offer SMS Marketing, allowing customers to receive text alerts for special offers, product launches, and seasonal collections – sent to your phone faster than a Quick Ball!
In which regions is SMS Marketing available?
SMS Marketing is currently only available to customers located in the United States.
Do I need a Pokémon Center account to sign up for SMS Marketing?
Anyone can sign up for SMS Marketing. A Pokémon Center account is not required to sign up.
How do I opt in to SMS Marketing?
To opt in to receive text alerts from Pokémon Center, please follow the steps below:
- Navigate to pokemoncenter.com, scroll to the bottom of the page and select the Get SMS updates button.
- A new pop-up window will appear.
- Enter your cell phone number and select Submit.
- After submitting, you will receive an opt-in confirmation text prompting you to reply Y to subscribe.
- Once you have replied, you are now signed up to receive Pokémon Center text alerts! You will receive a welcome text confirming your subscription.
How do I opt out of SMS Marketing?
If you no longer wish to receive text alerts from Pokémon Center, you can opt out at any time by following the instructions below:
- Text STOP to Pokémon Center (26349) to immediately unsubscribe from SMS marketing.
- After you have done so, you will no longer receive Pokémon Center text alerts.
- To resubscribe, please visit pokemoncenter.com and follow the opt-in instructions. Texting Y or Subscribe to Pokémon Center (26349) will not result in a successful subscription.
Why have I stopped receiving SMS marketing?
If you have unexpectedly stopped receiving texts alerts from Pokémon Center, we recommend that you follow the instructions below:
- Please add Pokémon Center to your safe sender list. Messages from this sender may also appear as 26349.
- Check your spam or blocked contacts. If you see SMS Marketing from Pokémon Center there, please mark it as Not spam. Additionally, make sure that Pokémon Center is not on your blocked senders list.
- For iPhone, follow the steps at the bottom of Apple’s support page to unblock a number.
- For Android, follow the steps on Google’s support article.
Still not receiving text alerts?
It may take up to 30 days before new text alerts are delivered, as messages are sent out periodically. Additionally, please note that SMS marketing is currently only available in the United States.
Is it possible to resend text alerts?
Regrettably, it is not possible to resend SMS marketing texts.
Pokémon Center User-Generated Content (UGC) Program FAQ
Pokémon Center wants to see how fans enjoy our products. Through Pokémon Center’s user-generated content program, you can grant permission for Pokémon Center to share eligible content you create on its official channels.
See Pokémon Center’s Supplemental Terms for Social Media Content for additional details.
What is user-generated content (UGC) and how do I participate?
User-generated content (UGC) is content created by fans that features Pokémon Center products. Through Pokémon Center’s UGC program, fans can share qualifying content featuring eligible products—such as plush and apparel—for the opportunity to be featured on Pokémon Center’s official channels.
Participation is optional, and Pokémon Center will only use content after receiving permission from the content creator.
How does the UGC program work?
In general, the process follows these steps:
- Fans create and share content featuring Pokémon Center products.
- Fans submit content directly or share it on Instagram.
- Pokémon Center requests permission to use selected content.
- After permission is granted, Pokémon Center may feature the content on its owned channels.
How do I submit content?
You may participate in the UGC program in one of the following ways:
- Ratings & Reviews. Submit a photo when leaving a rating or review on Pokémon Center.
- Direct upload. Upload your photo on the 30th Collection Page by selecting the “Add Your Photo” button.
- Instagram. Post your photo on Instagram by mentioning @pokemon and including
#pokemoncenterfavorite.
How do I grant permission?
Pokémon Center will never use your content without your permission. How permission is granted depends on how your content is submitted.
Ratings, reviews, and direct uploads
When submitting content through Pokémon Center, you will be asked to review and accept certain terms that grant permission for Pokémon Center to use your content.
Instagram submissions
If Pokémon Center would like to feature your Instagram content, the official Pokémon account (@pokemon) will comment on your post to request permission.
You will be asked to review the Terms of Use and confirm your consent by replying as instructed (for example, by mentioning @pokemon and using #yestopokemon).
Your content will only be used after permission is confirmed.
Safety note
- Permission requests will only come from the official account @pokemon.
- Pokémon Center will not request permission via direct messages.
- You will always be asked to review and agree to the applicable Terms of Use and Privacy Notice before your content is featured.
How will my content be used?
After you give Pokémon Center permission, your content may be featured on channels that Pokémon Center owns, including:
- The Pokémon Center website (product pages, galleries, landing pages, etc.)
- Email marketing
- Organic social media posts or stories
Pokémon Center does not use user-generated content in paid advertisements.
How will I know my content was used?
Follow Pokémon on social media (@pokemon), subscribe to the Pokémon Center newsletter, and check the Pokémon Center website for updates. Unfortunately, Pokémon Center cannot contact each creator regarding placement of their content.
How long can Pokémon Center use my content?
After you give Pokémon Center permission to use your content, the content may be featured for up to two years from the date that you granted permission.
If I grant permission, do I still own my content?
Yes, you still own the content. By granting permission to Pokémon Center, you are allowing the content to be used for marketing purposes. You are not giving up ownership.
Will I be credited?
Pokémon Center aims to credit the creator whenever the format allows, but credit may not always be possible (such as certain website or email placements. Pokémon Center considers mentioning your public username or handle to be crediting you.
Will I be paid for my content?
No. Participation in Pokémon Center’s user-generated content program is voluntary and unpaid.
Can I withdraw permission for using my content after granting it?
Yes. You can contact Pokémon Center customer support to request that your content is no longer used in the future. Once your request is received, validated, and approved, Pokémon Center will stop using your content when possible. Pokémon Center aims to respond to removal requests within five business days.
Please note content that is already published (such as a past email or social post) cannot always be removed retroactively. Pokémon Center will stop using your content in the future, whenever possible.
What type of content does Pokémon Center want to see?
Content should clearly feature Pokémon Center products. There is a preference for content that is:
- authentic and natural;
- on-brand and family friendly;
- clear, well-lit, and easy to see (no heavy filters needed).
Examples of the type of fan-made content Pokémon Center looks for:
- Lifestyle photos (home, desk, outfits, collections)
- Scenes featuring plush
- Unboxings
- Shelf displays
What content cannot be used?
Pokémon Center cannot feature certain types of content, and Pokémon Center has no obligation to use any content, including content that is approved.
Pokémon Center cannot use content that includes:
- Children or minors
- Other brands or logos
- Altered or modified products
- Offensive, unsafe, sexual, violent, or illegal content
- Personal or private information
- Content you don’t own or don’t have rights to
Who can submit content?
In order to grant permission for Pokémon Center to use your content:
- You must be 18 years of age or older.
- Anyone appearing in the content must be 18 years of age or older. No children may appear in the content under any circumstances.
- Participation is limited to residents of the United States of America.
Can Pokémon Center edit my content?
Pokémon Center will never alter the core meaning or misrepresent your content. Pokémon Center may make light edits (such as cropping or resizing) to fit different placements.
Will my content be shared outside Pokémon Center?
After you grant permission for your content to be used, it may be handled by trusted service providers that help Pokémon Center collect, review, or display user-generated content. Once your content is approved, it will only appear on channels owned by Pokémon Center.
When I grant permission, does that guarantee that my content will be featured?
No. Granting permission does not guarantee that your content will be published.
How do I contact Pokémon Center about UGC?
For questions about Pokémon Center’s user-generated content program or for removal requests, reach out to Pokémon Center customer support.
For removal requests, please provide:
- Your social media username, handle, or name
- A link or screenshot of the content
- A link to or screenshot of where you saw the content featured
Customer support does not accept content submissions for the UGC program.
Pokémon Center: Early Access FAQ
What is Early Access?
The Pokémon Center Early Access program allows selected customers an opportunity to purchase popular items before they are more widely released.
Who is eligible for Early Access?
Customers subscribed to the Pokémon Center newsletter and who meet specific criteria are eligible to be selected for early access. Note that Pokémon Center does not share eligibility criteria.
Customers do not need an existing Pokémon Center account to receive an invitation. However, customers are required to log in to or register an account with the same email address from the invitation before checking out using the early access invitation link.
Currently, only customers in the United States, Canada, and the United Kingdom are eligible to receive a chance to participate in Early Access.
Please note the following:
- Not all newsletter subscribers are eligible.
- Meeting eligibility criteria does not guarantee a chance to participate.
- Receiving an invitation to Early Access does not guarantee future access.
- Creating multiple subscriptions or using different email addresses does not increase the likelihood of receiving an invitation to participate in the Early Access program. Such actions may result in the invitation being voided.
How do I know if I received an Early Access invitation?
If you are selected, you will receive an email containing a unique invitation link for early access to one or more items. If you are not selected, you will not receive any email regarding early access, but this does not necessarily mean that you will not be selected in the future.
The invitation link is unique to you, and it is not transferable. The link may be disabled in cases of suspected misuse or policy violations.
What items are included in the Early Access Program?
Any item, including preorder items, may be included in the Early Access program. Please note that Pokémon Center Support is unable to share information regarding which items are included in the Early Access program.
Do I have to purchase Early Access items immediately?
Items included in the Early Access program are generally popular, so it is recommended to use your invitation sooner rather than later if you are interested in the item(s).
If you need more time after you open your unique invitation link, you can close your browser and reopen the invitation link provided it has not yet expired.
Please note the following:
- The invitation email will contain an expiration date for the invitation link.
- Early Access items are available while supplies last, until the expiration date.
Will Early Access items sell out?
Early Access does not guarantee availability. Item quantities are limited and available while supplies last.
What if I’m not signed in to my Pokémon Center account?
If you are not signed in to your Pokémon Center account when you open your unique invitation link, you will see a message under the Add to Cart or Add to Basket button prompting you to sign in using the email address the invitation link was sent to. If you do not have a Pokémon Center account, you may create one after receiving an invitation. Your Early Access offer will remain valid through this process.
Can I use multiple browsers or devices to redeem my Early Access offer?
Using multiple devices or browsers to open your Early Access invitation link may impact your ability to complete your Early Access order. We recommend using only one device and browser to open the invitation link, shop, and check out.
Can I only use my Early Access invitation once?
Yes. Each invitation link is both unique and single-use.
Can I share my unique invitation link with a friend?
Sharing your unique invitation link is not supported.
Pokémon Center Bundles FAQ
Here are some commonly asked questions to help you navigate our Bundle promotions.
What do I get with my Bundle?
Pokémon Center is now running Bundle promotions, as a fun and convenient way to shop! Bundles include several items from a curated collection of Pokemon Center products.
Can I return my bundle if I no longer want it?
All Bundles sold in North America are final sale and cannot be returned. No return exceptions can be made. If you have a damaged item, please contact us. In order for us to assist, Pokemon Center Support will need the following information for documentation purposes:
- A photo that includes everything that was included in your order, as well as the packing slip. These must appear in the same picture. (JPG/PNG format.) The packing slip or shipping label must be legible.
- Photo(s) or other documentation of any damage sustained. If there was shipping damage, please also include photos of the packaging.
How often does Pokémon Center restock items?
At this time, Pokémon Center Customer Support does not have information on when or if out of stock items will be restocked. Announcements and information regarding upcoming products will be featured on the Pokémon Center website or Pokémon’s social media feeds. Please keep checking back!
To receive marketing communications, including email messages with the latest news, offers, promotions, events, and games from The Pokémon Company International, please sign up for the news letter at the bottom of Pokémon Center website.
Plush along for the ride
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