Frequently Asked Questions
Why can't I log in?
We launched a new website 4/23/2026, which requires you to reset your password to gain access. You can do so here or by reaching out to your representative.
How do weekly limits work on items?
Items that are limited can be purchased on a weekly basis, the last day of the week being Thursday. Only one weekly limit per product may be on an order a time. For instance, if you have an order in that is delayed because we are backed up, you will have to wait to place another order on the limited item until the first has shipped. This is typically only an issue when there are significant delays, and the policy helps make sure that some folks aren't getting two limits while others order has not shipped.
I can't find a particular item on your website any more, what happened to it?
To increase the ease of browsing on our website, many out of stock items are not visible.
What is the Customer Portal (aka Pre-Order and Allocation Portal)?
The Customer Portal is a separate app where you can view and respond to allocations and submit TCG pre‑orders. It helps us communicate allocation details more clearly and keep everything organized.
We know it can be a lot to navigate — please reach out anytime for a walkthrough or help.
Here is the link to the Customer Portal: https://madal.knack.com/allocation-portal#customer/
Can I pay for my order on the website?
You can store and manage your credit cards online, but we don’t process payments through the website. All orders are reviewed by our sales team before shipping so we can:
- Combine your order with any others that are ready to ship
- Make sure weekly order limits are followed
- Move pre‑order items to a separate order when needed
- Coordinate shipments if items come from multiple warehouses
How can I increase my allocations?
Allocations are primarily based on your spending over the past 12 months compared to other customers, as well as how long you’ve been with us.
Increasing spending does not guarantee additional allocations, but it can help prevent reductions. Please only spend at a level that makes sense for your business.
Note: Spending on TCGs does not contribute toward TCG allocations as of August 2025.
- While increasing spending does not guarantee additional allocations at this time, it can help safeguard against a potential reduction.
- It is important to spend only at a level that makes sense for your business, as higher spending alone does not ensure greater allocations.
When will allocations be available in the portal?
Allocation timing varies. We’ll notify you by email as soon as they’re available in the portal.
Do you have any Pokémon in stock?
Our website always reflects our current inventory. If an item isn’t listed, it’s not in stock.
We update Pokémon inventory every Friday when product is available.
What is the minimum amount for an order to ship?
$200 per warehouse
- These cannot be combined; each warehouse must meet the minimum independently.
How do I qualify for free shipping?
Orders over $500 shipped to a commercial address qualify for free shipping.
Orders between $200 and $500 do not qualify. You may:
- Ship with standard shipping charges, or
- Add additional items to reach the $500 free‑shipping minimum
What are my payment options?
You may pay by credit card, wire transfer, or direct debit. Please note:
- If you qualify for free freight and pay with a credit card, a 3% processing fee applies.
- Direct debit and wire transfer do not incur this fee but they may take longer to process.
- To qualify to pay via Direct Debit you must have been a customer for 6 months
- If you do not qualify for free freight, or if your order is over $200 but under $500, shipping charges will apply regardless of payment method.
How do I open a new account with you?
If you qualify, you may sign up for an account on our website. Please note:
- We are only accepting hobby brick-and-mortar store at this time
- We are unable to offer Pokémon to new accounts until current market conditions change (there is simply not enough to go around for existing accounts)
- After new account submission, our new account representative will reach out for qualifying documentation.
What qualifies a store as Hobby Brick & Mortar?
Your store must specialize in selling primarily hobby products.
- You must have an exterior public facing door with posted signage and regular hours
- An interior space with hobby product displayed for sale
- A point of sale/cash register
What documentation is required to qualify as a Brick & Mortar?
A. We need pictures of:
- The exterior public facing door with signage and hours posted
- The interior shelving/product display area
- The point of sale/cash register set up
B. We need copies of:
- The business lease
- The business resale certificate