There are a few different reasons why an item may be missing from your Pokémon Center package. Please read the below and reach out to our support team if you have any other questions!
Partial Cancelation
In some cases, items may run out of stock before your order can be fulfilled by Pokémon Center. When this happens, your order may be partially canceled due to insufficient inventory.
Any pending charges for partially-canceled items will have been voided. If you do see an authorization pending on your account, this charge will drop off as soon as it is posted by your financial institution.
How do I know if my order was partially canceled?
To find out if your order has been partially canceled, please follow these steps:
- Navigate to the Pokémon Center website of your region, and log in using your Pokémon Center account:
- Pokémon Center United States
- Pokémon Center Canada
- Pokémon Center United Kingdom
- Pokémon Center Australia
-
Pokémon Center New Zealand
Note: If you don't have an account, or checked out as a guest, check your order status by entering your Order ID and Shipping Postal / Zip Code, then select Find My Order.
- Navigate to Recent Order History, and select your order.
- If your order was partially canceled, you will see any relevant items listed under Canceled Items.
Above: Sample screenshot of how your order may appear.
Split Shipments
If you receive your order from Pokémon Center and it appears that one or more items are missing, please check to see if your order was split into multiple shipments with different tracking numbers. Due to size and quantity of products ordered, shipments from Pokémon Center may be split into multiple packages.
How do I know if my order was sent using split shipments?
To find out if your order was sent using split shipments, please follow these steps:
- Navigate to the Pokémon Center website of your region, and log in using your Pokémon Center account:
- Pokémon Center United States
- Pokémon Center Canada
- Pokémon Center United Kingdom
- Pokémon Center Australia
-
Pokémon Center New Zealand
Note: If you don't have an account, or checked out as a guest, check your order status by entering your Order ID and Shipping Postal Code / Shipping Zip Code, then select the Find My Order button.
- Navigate to Recent Order History, and select your order.
- From there, you can see if your order was split into multiple shipments.
- If your order was sent using split shipments, you will see multiple tracking numbers for your order.
- Select Track your package to find your tracking details for each shipment.
Above: Sample screenshot of how your split shipment order may appear.
Split Shipments FAQ
Please read below for a list of our most frequently-asked questions regarding split shipments:
Why did I receive multiple Shipping Confirmation emails?
Occasionally, large orders may require multiple parcels, each sent separately. In turn, you may receive multiple shipping confirmation emails—one for each parcel.
Why does the value of the "Total" field appear different to the subtotal?
Within each email, there is a field called "Total", which represents the entire value of your order. To see the value of the individual parcel being shipped, see the "Subtotal" field.
How can I obtain an itemized invoice for my order?
If you would like an itemized invoice for your entire order, including VAT, please see your initial Order Summary email.
I still have questions about split shipments.
If you still have questions regarding orders with multiple or split shipments, please let us know and we will be happy to assist!
Missing Gift-With-Purchase Item(s)
Occasionally, Pokémon Center will feature a gift-with-purchase promotion.
Two types of gift-with-purchase promotions
Please see the two types of gift-with-purchase promotions outlined in the table below:
Promotion Type |
Description |
Item automatically added to cart |
When you meet the stated requirements for the promotion, the gift-with-purchase item will be automatically added to your cart. |
Code redemption |
When you meet the stated requirements for the promotion, you may redeem your promotion code to have the gift-with-purchase item added to your cart.
To redeem your promotion code:
|
Please note:
- If you remove qualifying items, or no longer satisfy the stated requirements, the gift-with-purchase item will be automatically removed from your cart.
- In order to receive the gift-with-purchase item, it must remain in your cart throughout the duration of the checkout process.
How do I know if my order contained gift-with-purchase item(s)?
To find out if your order contained gift-with-purchase item(s), please follow these steps:
- Navigate to the Pokémon Center website of your region, and log in using your Pokémon Center account:
- Pokémon Center United States
- Pokémon Center Canada
- Pokémon Center United Kingdom
- Pokémon Center Australia
-
Pokémon Center New Zealand
Note: If you don't have an account, or checked out as a guest, check your order status by entering your Order ID and Shipping Postal Code / Shipping Zip Code, then select the Find My Order button.
- Navigate to Recent Order History, and select your order.
- From there, you can see if your order contained a gift with purchase.
- From there, you can see if your order contained a gift with purchase.
- Select Track your package to find your tracking details for each shipment.
Above: Sample screenshot of how your gift with purchase may appear.
Missing Items
If your Pokémon Center order is missing one or more items, and your order was not partially canceled or split into multiple shipments, please contact us.
Information to help us assist you
In order for us to assist with missing items, Pokémon Center Support needs the following information for documentation purposes:
- A photo that includes everything that was included in your order, including the packing slip.
- These items must appear in the same picture (format: JPG / PNG).
-
Note: The packing slip or shipping label must be legible.
- One or more photos or other documentation of any damage sustained. If there was shipping damage, please also include photos of the packaging.
-
Note: If you do not have the packing slip for your order, the shipping label will suffice.
- The packing slip or shipping label must be present in your picture with the items.
-
Note: If you do not have the packing slip for your order, the shipping label will suffice.
Above: Sample photo of an order with its packing slip.