Last updated: 10/26/2026
We check, sleeve, and pack every order by hand, and we want you to be happy with what arrives. This policy explains what we can do if something isn’t right.
The short version
Because card values change quickly and every card is handled individually, we can’t accept returns or exchanges if you change your mind, ordered the wrong card, or find a lower price elsewhere. Please check card names, numbers, sets, conditions, and printings before you order.
We grade every card using standard condition guidelines: Near Mint, Lightly Played, Moderately Played, Heavily Played, and Damaged. If a card arrives in worse condition than listed, contact us within 30 days of delivery with clear photos of the front and back. You can choose:
Condition grading has some judgment to it, so we’ll compare your photos to the listing and work with you in good faith.
If we sent the wrong card, the wrong printing (such as a regular card instead of a reverse holo), or left something out, contact us within 30 days of delivery with a photo of what you received. We’ll send the correct item if we have it, or give you a full refund for it. If we sent the wrong card, we’ll include a prepaid label for returning it, or tell you to keep it when that’s simpler.
Damaged in the mail. If your package arrives damaged, take photos of the outside packaging and the cards before throwing anything away, and contact us within 30 days of delivery. We’ll replace or refund the damaged items.
Lost in transit. If tracking hasn’t updated or your order hasn’t arrived by 2 business days after its estimated delivery date, contact us. Packages are sometimes just running late, so we may ask you to wait a few more days. If it doesn’t turn up, we’ll file a claim with the carrier and send a replacement or a full refund.
Marked delivered but not received. First check with neighbors, your mailbox, and anyone else at your address, and wait 2 business days, since packages are sometimes scanned early. If it’s still missing, contact us and we’ll open a case with the carrier. Once tracking shows a package was delivered to the address you gave, we can’t always refund it, but we’ll do everything we can to help.
Please double-check your shipping address at checkout. We aren’t responsible for orders sent to an incorrect address that was entered at checkout.
Binders. Every binder is one of a kind, and the photos show the exact binder you’ll receive. If yours arrives damaged or noticeably different from its photos and description, contact us within 30 days of delivery and we’ll give you a full refund once it’s returned, using a prepaid label from us.
Mystery Bundles. Because the contents are a surprise and can’t be resold the same way once opened, Mystery Bundles can’t be returned or exchanged, including for the cards you got. If a bundle arrives damaged or is missing items we listed, contact us and we’ll make it right.
You can cancel an order for a full refund any time before it ships. Email or DM us as soon as possible with your order number. Once we’ve shipped your order, it can’t be canceled.
Now and then, a card sells in person or on another platform at the same moment you order it. If that happens, we’ll let you know right away and refund that card in full.
We don’t refund original shipping costs unless the problem was our mistake.
Questions about an order? Email hello@thepokehollow.com or DM us on Instagram at poke.hollow. We’re happy to help!
Last updated: 10/26/2026
Every Poke Hollow order is packed by hand by Emily and Brandon and shipped with USPS/UPS. Pick the shipping option that fits your order at checkout; if you’re not sure, the tracked bubble mailer works for any card order.
| Option | Price | Tracking | Best for |
|---|---|---|---|
| Envelope | $2 | No | Orders of $20 or less |
| Bubble mailer | $5 | Yes | Cards of any order size – less than 500 cards |
| USPS Flat Rate box | $7 | Yes | Slabs |
A budget option for small orders of bulk cards or Cutie Cards.
Our standard option for our cards when the order size is under 500 cards.
For graded cards, or card of orders of more than quantity of 500, which need extra room and protection.
Orders ship within 1–3 business days. Orders placed on weekends or holidays begin processing the next business day. Once your order leaves us, delivery time depends on USPS.
We currently ship within the United States only.
Binders are carefully packaged and shipped in a size-curated shipping box. Shipping costs vary by weight and region.
Mystery bundles are shipped in both bubble mailers and flat rate shipping boxes based upon order. Shipping costs vary by weight and region.
Please double-check your address at checkout. We ship to the address you enter and can’t be responsible for orders sent to an incorrect address. If you notice a mistake, email us right away; we can update it if your order hasn’t shipped yet.
For tracked orders (bubble mailers and Flat Rate boxes), see our Refund policy for what to do if a package is late, lost, or arrives damaged. Untracked envelope orders ship at your own risk and can’t be refunded if lost.
Questions about shipping? Email us at hello@thepokehollow.com or DM us on Instagram at poke.hollow.
Last updated: 10/24/2026
This Privacy Policy explains how The Poke Hollow (“The Poke Hollow,” “we,” “us,” or “our”) collects, uses, and discloses personal information when you visit www.thepokehollow.com (the “Site”), create an account, make a purchase, or otherwise contact us (together, the “Services”). In this policy, “you” and “your” mean anyone who uses the Services, whether a customer, a visitor, or someone else whose information we hold.
Please read this policy carefully. By using the Services, you agree to the practices described here. If you do not agree, please do not use the Services.
We do not sell your personal information, and we do not use it for targeted advertising.
We may update this policy from time to time, for example when our practices change or to meet legal requirements. When we do, we will post the new version on this page and change the “Last updated” date above. If a change is significant, we will also announce it on our home page.
“Personal information” means information that identifies you or can reasonably be linked to you. What we collect depends on how you use the Services.
Some features need certain information to work. You can choose not to provide it, but you may not be able to use those features.
When you use the Site, we automatically receive some information about your device and visit, such as your IP address, browser type, and general location. We use cookies to keep your basket and sign-in working (see Cookies below).
The companies that help us run the shop, such as our payment processor and shipping service, may give us information needed to complete your order, for example confirmation that a payment went through or that a package was delivered. We handle that information under this policy.
We do not send marketing newsletters or promotional texts.
Cookies are small files a website stores in your browser. We only use the cookies the shop needs to function. We do not use advertising, analytics, or tracking cookies.
Most browsers accept cookies by default. You can block or delete them in your browser settings, but your basket and sign-in will not work without them.
Do Not Track. Some browsers can send a “Do Not Track” signal. Because we do not track you across other websites, the Site works the same whether or not this signal is turned on.
We share personal information only in these situations:
| Service provider | What it does for us | Information it receives |
|---|---|---|
| Stripe/Paypal/Venmo/Zelle | Processes card and wallet payments | Name, billing address, order total, payment details |
| USPS/PirateShip | Prints labels and delivers orders | Name, shipping address, and sometimes email or phone for tracking |
| SortSwift | Manages our card inventory and prices and syncs orders with our store | Order details |
| Rocket.net | Hosts our website | Information stored on the Site, on secure servers |
Each provider handles your information under its own privacy policy.
In the past 12 months, we have not sold or “shared” personal information as those terms are defined under California law, and we do not use or disclose sensitive personal information to infer characteristics about you.
If you leave a comment on one of our posts, such as a Collector of the Week feature, your name and comment will be public. Please don’t include personal details you want kept private. We are not responsible for how others use information you choose to make public.
The Site may link to other websites, such as our social media pages. We don’t control those sites and aren’t responsible for their privacy practices, so please review their policies before sharing information with them. A link does not mean we endorse a site.
The Services are intended for adults. Many collectors are young, so if you are under 13, please ask a parent or guardian to create any account and place any order for you. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has given us personal information, contact us and we will delete it.
We do not sell or share the personal information of anyone under 16.
We take reasonable steps to protect your information. The Site uses an encrypted (HTTPS) connection, and only our team, Emily and Brandon Sequeira, can access customer and order details. Still, no system is completely secure, so please avoid sending sensitive information, such as card numbers, by email.
We keep personal information only as long as we need it:
Depending on where you live, you may have some or all of these rights. They are not absolute, and in some cases the law allows us to decline a request.
To use any of these rights, contact us using the details below. We may ask you to confirm your identity first, for example by replying from the email address on your account. You may also have someone you authorize make a request for you; we will ask for proof of that authorization. We will not treat you differently for exercising your rights, and we will respond within the time the law requires.
If you have a concern about how we handle your personal information, please contact us first so we can try to resolve it. If you are not satisfied with our response, you may be able to file a complaint with your local data protection authority.
The Poke Hollow is based in the United States, and our service providers store and process information here. If you use the Services from outside the United States, your information will be transferred to and processed in the United States.
If you have questions about this policy or want to exercise any of your rights, please email us at hello@thepokehollow.com
Last updated: 10/26/2026
These Terms of Service (“Terms”) govern your use of www.thepokehollow.com (the “Site”) and any purchase you make from The Poke Hollow (“The Poke Hollow,” “we,” “us,” or “our”), a small business run by Emily and Brandon in California. By browsing the Site, creating an account, or placing an order, you agree to these Terms, along with our Privacy Policy, Shipping Policy, and Refund Policy, which are part of these Terms. If you don’t agree, please don’t use the Site.
You must be at least 18 to place an order or create an account, or have a parent or guardian do so for you and agree to these Terms on your behalf. You’re responsible for keeping your password private and for activity on your account. Please give accurate information and let us know right away if you think someone else has used your account.
Your collector profile and wishlist are private and visible only to you and our team. We may suspend or close an account that’s used to break these Terms.
We work hard to keep listings accurate, but mistakes happen. If we find an error in a description, price, or availability, we may correct it and cancel affected orders with a full refund.
Not affiliated with Pokémon. The Poke Hollow is an independent shop. We are not affiliated with, sponsored by, or endorsed by Nintendo, Creatures Inc., GAME FREAK inc., or The Pokémon Company. Pokémon and all related names are trademarks of their respective owners and are used here only to identify the products we sell.
Shipping options, costs, and timing are explained in our Shipping Policy. Returns, refunds, and cancellations are covered by our Refund Policy. Once a package is handed to the carrier, delivery times are up to the carrier.
Saving an item to your wishlist doesn’t reserve or hold it, and a back-in-stock email doesn’t guarantee the item will still be available when you check out.
If you comment on a post, please be kind. We may edit or remove comments that are rude, spammy, or off-topic. By posting, you let us display your comment on the Site. We’ll only feature you in a post, such as Collector of the Week, with your permission.
The Site’s design, text, photos, illustrations, logo, and profile picture artwork belong to The Poke Hollow or the artists who created them and licensed them to us. Please don’t copy, reuse, or sell them without our written permission.
When using the Site, you agree not to:
The Site is provided “as is.” We try to keep it running smoothly and accurately, but we can’t promise it will always be available or error-free. Collectible cards are sold for enjoyment, and we make no promises about their future value.
To the extent the law allows, The Poke Hollow is not liable for indirect or consequential losses related to your use of the Site or our products, and our total liability for any claim is limited to the amount you paid for the order involved. Nothing in these Terms limits rights you have under consumer protection laws that can’t be waived.
These Terms are governed by the laws of the State of California. If you have a problem, please contact us first; most issues can be solved with a quick email or DM. Any dispute that can’t be resolved informally will be handled in the courts located in California, including small claims court where eligible.
We may update these Terms from time to time. We’ll post the new version on this page and change the “Last updated” date. Orders are governed by the Terms in effect when they were placed.
Questions about these Terms? Email us at hello@thepokehollow.com or DM us at poke.hollow on Instagram.
Poke Hollow
email: hello@thepokehollow.com
instagram: poke.hollow