Tracking your package
Please verify whether your package was marked as delivered by checking your order's tracking number. You can find your tracking number by going to the Pokémon Center website, logging in with your Pokémon Center account, and selecting your order under Recent Order History. From there, select Track your package to find your tracking details. Please check your tracking details for a photo of the location of your delivery.
If you don't have a Pokémon Center account or you checked out as a guest, you can check your order status by entering your Order ID and Shipping Postal Code, then select Find My Order for guest shoppers.
My package is missing
If you can't find your package, sometimes a package may be marked as delivered but does not appear to have arrived. Occasionally, packages are marked as delivered prior to delivery. It is also possible that packages may be left at an alternate location at your address. For example, a package may be left at a back door or in a common area. Please check your tracking details for a photo of your delivery location. You may also consider inquiring with neighbors and/or your building’s office to see if it was left with them.
If you still can't find your package, please contact us.
My package is lost
We can assist with lost packages after a certain time period without updates to the tracking information. Please see the below table for the time period that applies to your package. If the time period elapses and there is no update or you still haven't received your package, please contact us.
We understand that seeing a Pokémon Center package marked as pending for an extended period of time can be frustrating but your package may still be delivered before the times listed below.
|Days Pending Delivery
|14 days (30 days for SmartPost)
|Guam, Puerto Rico, and other US Territories
If your package is marked lost or is still pending after this time period, please contact us.
My package was returned to sender
If the tracking information is marked as returned to sender, this means the package was returned to us because of issues with the delivery address. In most cases, you will be automatically refunded within 5-10 business days after we receive the returned package. To avoid any future delivery issues, review your shipping details by going to https://www.pokemoncenter.com/account and update your shipping address before placing a new order with us.
We are unable to replace any items that were returned to sender, including any items that are out of stock. You will need to place a new order. We apologize for the inconvenience.
If you do not automatically receive a refund back to your original payment method within 5-10 business days, please contact us.