HELP & CONTACT
How can we help you?
Got questions about your order or the cards we sell? Whether you’re chasing rare pulls, wondering about shipping, or just need a quick hand, our team is here to help every trainer.
Customer service hours
Monday to Saturday: 09:00 – 17:00
Closed on sundays and public holidays.Prefer a quick message?
Use our contact form below or DM us on Instagram @DuskTCG — it’s the fastest way to get support.
Questions about your order?
Please include your order number and the email address used at checkout so we can help you faster.
Shipping
When will my order arrive in Dubai?
Orders within Dubai are delivered the next working day.
How long does shipping take for other Emirates?
Expect delivery within 1–2 working days outside Dubai.
Do you offer free shipping?
Yes! All UAE orders over AED 1000 qualify for free shipping.
How much is standard shipping?
For UAE orders under AED 1000, shipping is a flat rate of AED 23.
Do you ship internationally?
Yes, we ship worldwide. International shipping rates are calculated at checkout.
Returns
Can I return my order if I change my mind?
All sales are final due to the collectible nature of Pokémon TCG products.
What if my order arrives damaged?
If your order arrives damaged, take photos of the product, shipping box, and label, then contact us within 7 days. We’ll review and arrange a replacement or refund if approved.
What items cannot be refunded?
Opened, used, or tampered items cannot be refunded. Returns also don’t apply to clearance or promotional items.
Can I cancel my order?
Yes, you may request cancellation before shipping, but a 6% fee applies to cover payment processor charges.
Payment Methods
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express) as well as Apple Pay, Google Pay, and PayPal.
Is checkout secure?
Yes, every transaction is encrypted and processed through trusted gateways. Think of it like putting your rarest card into a PSA slab — safe and sealed.
Do you offer cash on delivery?
No, we don’t accept COD. All orders must be prepaid using one of our secure payment methods.
Can I pay in AED or other currencies?
Our store charges in AED. If you’re shopping internationally, your bank or payment provider will handle the currency conversion automatically.
100% Authentic Products
Are your products genuine?
Yes, all products are 100% authentic Pokémon TCG items. No fakes, no reseals, no proxies.
Do you sell resealed boxes or packs?
Never. All sealed products are factory fresh and sourced from trusted distributors.
Are graded cards authentic?
Yes, all graded cards are slabbed and authenticated by reputable grading companies.
Product Information
Are sealed products factory fresh?
Yes, every booster box, pack, and collection item is sealed and untouched.
How do you store singles and graded cards?
Singles are stored in protective sleeves and top loaders, while graded cards are kept in slabs and secure cases.
What’s in a Mystery Pack?
Mystery Packs are curated with genuine Pokémon cards — ranging from singles to rare hits. Each one is designed to keep collecting exciting.
Order Support
How do I update my shipping address?
Contact us immediately if you need to update details before your order is shipped.
What happens if I provided the wrong address?
If the package is returned to us unopened, a restocking fee applies. If delivered to the wrong address, we are not responsible.
What if my order is lost or stolen?
If you selected Protected Shipping, your order is fully insured. Standard shipping covers up to AED 367.
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100% Genuine
All cards are verified and authentic Pokémon TCG products.
Fast Delivery
Next-day in Dubai, 1–2 days across the UAE.
Secure Checkout
Easy, safe payments with Credit cards and PayPal.
Collector Focused
From singles to slabs, everything a true trainer needs.
