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
If an item is out of stock before your order is fulfilled by Pokémon Center, your order may have been partially canceled due to insufficient inventory. Any pending charges for partially canceled items have been voided. If you see an authorization pending on your account, this charge will drop off as soon as it is posted by your bank.
How do I know if my order was partially canceled?
You can find the status of your order by going to the Pokémon Center website, logging in with your Pokémon Center account, and selecting your order under Recent Order History. From there, you can see if your order was partially canceled by viewing any items listed under Canceled Items.
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.
Split Shipments
If you have received your package from Pokémon Center and one or more items are missing, please verify whether your order was split into multiple packages with different tracking numbers. Shipments from Pokemon Center may be split into multiple packages due to size and quantity ordered.
How do I know if my order was split?
You can find out if your order was split into multiple shipments by navigating to the Pokémon Center website, logging in with your Pokémon Center account, and selecting your order under Recent Order History. From there, you can see if your order was split into multiple shipments. If your order was split, you will see multiple tracking numbers for your order. Select Track your package to find your tracking details for each shipment.
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.
Gift with Purchase Missing
When you meet the minimum order requirements or other stated requirements for the gift with purchase promotion, the gift with purchase will be added to your cart automatically. If you remove qualifying items or fall below the minimum order requirements, the gift with purchase will be automatically removed from your cart.
In order to receive the gift with purchase, the gift with purchase must remain in your cart through the checkout process.
How do I know if my order contained a gift with purchase?
You can find out if your order contained a gift with purchase by navigating to the Pokémon Center website, logging in with your Pokémon Center account, and selecting your order under Recent Order History. 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.
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.
Missing Items
If your Pokémon Center package is missing an item and your order wasn't partially canceled or split into multiple shipments, 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.
Please note, that if you do not have the packing slip for your order, the shipping label will suffice. Also note that the packing slip or shipping label must be present in the picture with the items.