【About Products and Orders】
Q : Where can I check the details and status of my order?
A : You can check it by clicking the account icon at the top right corner of our website and selecting "Shopping History" from your My Account page.
Q : Does the displayed price of the product include consumption tax?
A : Yes, the displayed price of the product includes consumption tax.
Q: I would like to change the displayed currency settings.
A: You can change the settings to your preferred currency from the options below.
Q : Can I select the specifications when purchasing a card with the same illustration but different features?
A : Even if the card has the same illustration, its color tone, paper quality, gloss, and other characteristics may vary depending on the manufacturing location, production period, or type of pack it was included in. However, they are treated as the same product. Please note that it is not possible to specify and purchase a particular version.
Q : Can I change the details or quantity of my order after placing it?
A : We do not accept changes to order details or quantities after the order has been completed. Please ensure there are no mistakes before confirming your order.
Q : I would like to cancel my order.
A : We do not accept cancellations or changes after the order has been placed. Please ensure everything is correct before finalizing your order.
Q : Can I combine multiple orders?
A : We do not accept requests to combine orders.
Q : Can I pick up my online order in-store?
A : Yes, you can select “Click & Collect” on the shipping options screen when placing your order. Once your order is ready for pickup, we will notify you via the “My Account” page or by email. Please note that you will not be able to pick up your order until you have received this notification.
Q : Can I pay for a Click & Collect order at the store counter?
A : No. Even for Click & Collect orders, payment must be completed in advance through our online store. In-store payments are not accepted. Please ensure payment is made by the deadline, as we will only begin preparing your order once payment has been confirmed.
Q : What do I need to bring when picking up my order in-store?
A : Please present your Order ID and a valid form of identification when collecting your order at the store.
Q : Can someone else pick up my order on my behalf?
A : Yes, a proxy can collect your order. Please email their full name in advance to support@cardsecret.jp, and have them present your Order ID along with a valid form of ID at the time of pickup.
Q : How long do I have to pick up my order?
A : You must collect your order within 7 days from the date we send the “Ready for Pickup” notification (e.g., if the notification is sent on 2025/1/1, you must pick up by the end of business on 2025/1/7). For newly released items (including trading cards, supplies, and boxes), the holding period is limited to 3 days (e.g., if the notification is sent on 2025/1/1, the deadline is 2025/1/3). If the order is not collected within the designated period, it will be canceled.
Q : What should I do if there is an issue with the item I received via Click & Collect?
A : Please contact us through [this link] for any issues regarding defective items. Store staff will not be able to assist with such matters.
【About Payments】
Q : Can you tell me about the shipping costs?
A : Shipping costs vary depending on the weight of the items purchased.
Q : What payment methods can I use?
A : The following payment methods are available:
- Credit Card (VISA, MasterCard, JCB, AMEX, DINERS, Discover)
- Convenience Store Payment
- Bank Transfer
Note: Customers residing outside Japan can only use credit card payment.
For more details, please refer to the "Payment Information" section on the "Website Guide" page.
Q : Can I change the payment method after placing an order?
A : Due to system constraints, it is not possible to change the payment method after the order has been completed.
Q : Can you issue a receipt?
A : We do not issue receipts for the following reasons:
- Credit Card: The statement issued by your card company serves as your receipt.
- Bank Transfer: The transfer slip issued by your financial institution serves as your receipt.
Convenience Store Payment: The payment receipt or transaction slip issued at the store serves as your receipt.
【About Shipping】
Q : Can you tell me about the delivery methods?
A : For customers residing in Japan, deliveries will be handled by Yamato Transport. For customers residing outside Japan, deliveries are made via Japan Post or DHL.
Q : How long will it take for my order to arrive?
A : Your order will be shipped by the next business day after payment has been confirmed.
Note :
- For bank transfers, deposits cannot be confirmed on weekends, public holidays, or during the year-end and New Year holidays, so the above schedule may not apply.
Please be aware that during periods of high order volume or in cases of severe weather affecting transportation, shipping and delivery may occasionally be delayed beyond the expected timeframe.
Q : Do you ship internationally?
A : Yes, we offer international shipping. Deliveries will be made via Japan Post or DHL.
Q: My order hasn’t arrived yet. What should I do?
A: Please refer to the tracking number provided in the email sent at the time of shipment. If there is an issue with the tracking number or if the tracking status shows "delivered" but you haven’t received the item, we will contact the shipping carrier on your behalf. In such cases, please reach out to us via email through the "Contact" page.
Q: I opted for DHL when checking out, why was the item sent Japan Post?
A: If free postage is applied to the order, it will automatically delicate your order to Japan Post. Refunds or returns will not be made due to this.
【About Returns and Exchanges】
Q : Can I return or exchange an item?
A : Please check the "Returns & Refunds Policy" page.
【Others】
Q : Where can I make inquiries?
A : Please contact us by email using the contact page below.
https://cardsecret.jp/en/menu/contact
Q : I haven't received a reply to my inquiry.
A : We strive to respond to all inquiries as quickly as possible. However, during periods of high inquiry volume, it may take some time for us to reply. Typically, we aim to respond within two business days.
If you do not see a response from us after some time, it’s possible that our email was not delivered correctly, or your inquiry was not successfully sent.
Please check the following:
- Ensure that your email address was entered correctly.
- Check your spam or junk mail folder.
- Verify that your email settings are not blocking messages from us.
If the issue persists, we kindly ask that you contact us again.