We are excited to share information to help make your 30th Celebration shopping experience as smooth as possible and to help address some issues that may occur during periods of high traffic on our website.
What is the virtual queue and why am I waiting to enter Pokémon Center?
You may experience longer than normal wait times in our virtual queue if the site has a high volume of traffic, which is expected during the launch of 30th Celebration products.
If you are in line to enter Pokémon Center, please keep the window open to stay in the queue. Do not refresh your browser. You will automatically be directed to the site when it is your turn.
For any other questions, please see, Pokémon Center Virtual Queue.
What should I do if I experience issues accessing the Pokémon Center website?
For a smooth shopping experience, please see the below instructions and tips:
- Turn off your VPN if you are using one.
- Clear your browser’s cache and cookies.
- If you experience issues accessing the site, try again using a different browser and/or device.
- You can also try using a different internet connection: if you are using Wi-Fi, try a mobile data connection, or vice versa.
High-traffic scenarios may result in intermittent site access issues for some customers that can’t be solved by our team or by customer support. We apologize for the inconvenience.
Why can’t I check out?
For a smooth shopping experience, please follow the guidance and tips below.
- Adhere to purchase limits.
- Do not attempt to check out with a preorder and non-preorder item in your cart at the same time.
- Ensure your billing and shipping addresses are accurate.
- Manually fill out all information fields on the checkout pages as autofill can cause issues.
- Create an account or log in to your account instead of ordering as a guest.
- Try a different credit or debit card. For more on payment information please see the article, "What payment forms are accepted on pokemoncenter.com?"
- Use your own trusted and accurate address rather than an alternate or forwarding address.
Due to the high demand for 30th Celebration products, it is possible that items may go out of stock before you are able to complete your purchase, which may result in an error message. It is also possible that the high volume of traffic may result in some customers experiencing error messages.
We are working to improve our systems during these high-volume launches, but customer support is not able to investigate individual errors during high traffic scenarios.
Why haven’t I received a confirmation email after placing my order?
While confirmation emails are typically sent immediately after an order is placed, they can be delayed during periods of high traffic. Please note that it can take up to 48 hours for the email to arrive.
We also recommend checking your spam folder for your confirmation email, in case your email service provider or email filter identified it as spam.
If you placed your order under your Pokémon Center account, you can log in at any time to see the status and tracking for each order in your order history.
If it has been more than 48 hours since you placed your order and you still have not received a confirmation email, please reach out to us for assistance.
When is Pokémon Center going to restock 30th Celebration products?
We are not able to share whether 30th Celebration products will be restocked or when they will be restocked. To receive marketing communications, including email messages with the latest news, offers, and promotions, sign up for the newsletter and SMS marketing at the bottom of the Pokémon Center website.