Contact Us

Need a hand with an order, a pre-order or choosing the right box? Contact us with the form above, or email the team directly at sales@tcgpokevault.com.au. TCG PokeVault is an online trading card store based in Chatswood, New South Wales, and every message is read by a real person who knows the hobby.

Contact us: two easy ways to reach the team

Whichever way you choose, your question goes straight to the people who pick, pack and answer questions about our Pokémon, One Piece, Magic: The Gathering, Disney Lorcana and other trading card products.

1. Send a message with the form

Fill in your name, email address and message, then press Send. Your phone number is optional, so add it only if it helps us reach you about your enquiry. We reply by email, so please double-check your address before you send. It's the quickest way to contact us from any device.

2. Email us directly

Prefer your own inbox? The TCG PokeVault email address is sales@tcgpokevault.com.au. Email is handy when you want to attach photos or forward an order confirmation. Our team is online Monday to Friday, 9am to 5pm, and messages sent outside those hours are picked up when the team is next online.

What to include when you contact us

A little detail goes a long way. When you contact us, try to include:

• Your order number, if your question is about an order. You'll find it in your confirmation email or under My account → Orders.
• The product name, or a link to the product page you're asking about.
• What you need help with, for example a delivery question, a pre-order date or choosing between two boxes.
• Photos, if your question is about the condition of an item. Email is the easiest way to send these.

The more you tell us up front, the less back-and-forth there is, and the sooner your question is sorted.

Questions we can help with

Orders and delivery

You can check the status of any order at any time in My account → Orders. If something doesn't look right, or you have a question the order page doesn't answer, contact us with your order number and we'll look into it.

Pre-orders and release dates

Pre-orders open on selected releases, and each product page shows the official release date. For example, the Pokémon 30th Celebration Ultra-Premium Collection Day and Night versions are scheduled to release on 6 November 2026. Ask us if you'd like to know more about a pre-order before you place it.

Choosing the right product

Not sure whether an Elite Trainer Box, a Booster Bundle or a booster box suits you best? Our TCG blog explains what's inside each product and who it suits, from the booster box guide to set-by-set ETB guides. You're also welcome to contact TCG PokeVault and ask us directly.

Product contents and authenticity

Every product page lists the official contents, including the number of packs, any promo cards and the accessories in the box. Our sealed products are authentic and factory-sealed. If you'd like to double-check exactly what's inside before you order, or you're comparing English and Japanese versions of a set, ask away.

Larger orders and box breaks

Planning a box break with friends, prizes for a league night or a larger order across several sets? Send us the details, including the products and quantities you have in mind, and we'll get back to you.

Pokémon TCG Live and code cards

Pokémon TCG Live and its code cards are run by The Pokémon Company, so for help with the game itself, the official Pokémon Support site is the best place to ask. For anything about a product you bought from us, contact us as usual.

Popular guides before you get in touch

Many common questions are already answered in our guides. These four are a good place to start:

• Pokémon TCG beginners guide
• How to choose a booster box
• 30th Celebration ETB guide
• Disney Lorcana for beginners

Browse the full Pokémon TCG range or every product in the vault, and if you can't find what you're looking for, send us a message. We'll gladly point you in the right direction.

Contact us FAQs

How do I contact TCG PokeVault?

Use the contact form on this page or email sales@tcgpokevault.com.au. Both go straight to our team.

When is the team available?

Our team is online Monday to Friday, 9am to 5pm. Messages sent outside those hours are picked up when the team is next online.

Can I ask about a product before I order?

Of course. Tell us which product you're looking at and what you'd like to know, and we'll help you decide.

Do I need to include a phone number?

No. A phone number is optional. Add one only if it helps us reach you about your enquiry.

Can I change or cancel an order?

Contact us as soon as possible with your order number, and we'll let you know what we can do.

Do you have a shop I can visit?

TCG PokeVault is an online store based in Chatswood, NSW, so the quickest way to reach us is the contact form or email.

What happens to the details I send?

We only use your name, email address, phone number and message to reply to your enquiry.