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Questions about an order, a pre-order or a product? Send us a message — real people from the Celestial Guild team read and answer every one.
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- Include your order number if you have one
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- Need to change your address? Contact us before your order ships
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The most common questions about orders, shipping, pre-orders and returns.
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Are your products authentic?
Yes. Every product we sell is 100% genuine, and every sealed product is factory sealed: we never sell resealed product. Graded cards, accessories and mystery packs are described in detail on their product pages.
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How much is delivery and how fast is it?
Delivery is free on every Australian order, with no minimum spend. In-stock orders are dispatched within 1–2 business days and usually arrive 3–5 business days later, and you'll receive a tracking number by email.
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How do pre-orders work?
Pre-order products are clearly marked, and each one shows its release date on the product page. Your order is dispatched from that date, as soon as our stock arrives. Questions about a pre-order? Just email us.
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Do you sell Japanese, Korean and Chinese products?
Yes — we carry a wide range of Asian Pokémon products. The language of each product is shown on its product page, and you can browse them all in our Asian Pokémon collection.
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Do I get free gifts?
Yes — everything in your order counts (gift cards excluded): free card sleeves (100) + toploaders (25) on orders from $50, plus a free Vault X 9-pocket binder from $150 (you choose the colour). The free gifts are added to your bag automatically and packed with your order.
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Do you offer bundle savings?
Yes. Most products have volume prices: buy 2 or more and each unit is about 10% cheaper, buy 3 or more and each is about 15% cheaper (items under $10: from 3 and from 6 units). Different models of the same product count together. Your bag switches to the lower price automatically as you add more, and the checkout shows and charges that same price.
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What is your return policy?
Changed your mind? You can return products within 30 days of delivery (you pay the return postage) — sealed products must be unopened with the seal intact. Faulty, damaged or incorrect items are always covered, with return postage paid by us. Please contact us before sending anything back. Gift cards can't be returned for a change of mind. Approved refunds go back to your original payment method within 14 days of us receiving the item. Full return policy
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My item arrived damaged or I received the wrong item.
Sorry about that! Email us with your order number and photos of the item and packaging, and we'll make it right.
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Can I change or cancel my order?
Contact us as soon as possible at contact@au-celestialguild.com. You can cancel free of charge at any time before your order is dispatched, and we can update your details as long as it hasn't shipped. If you entered a wrong shipping address, let us know immediately.
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Is checkout secure?
Yes. Payments are processed securely by Stripe over an encrypted connection, and your card details are never seen or stored by us. All prices are in AUD.
