FAQ&Shipping policy

FREQUENTLY ASKED QUESTIONS

🏠 Store Information

Do you have a physical store?

Yes! Our store is located in Qigumi Block, Shenzhen, China — a famous paradise for ACG and anime culture.

The block is home to a wide variety of trendy toys, anime merchandise and card shops. All collectors are warmly welcome to visit us in Shenzhen!

🛍️ About Our Products

Are all products authentic?

Yes! All products in our store are 100% officially licensed authentic goods.

All collectible cards are brand new, factory-sealed, and stored in a temperature and humidity-controlled environment. We use reinforced packaging to ensure your items arrive safely.

Why is the outer box sometimes removed?

Due to high international shipping costs, we may remove the outer carton of some products to reduce weight and shipping fees.

Rest assured, the original inner box, plastic seal and blind box packaging will remain fully intact.

📦 Shipping & Delivery

How much is the shipping fee?

Worldwide flat rate shipping: HK$200 for any quantity!

We ship via DDP (Delivered Duty Paid). The fee includes international shipping, customs duties and import taxes — no extra fees on delivery.

Do I need to pay customs duties?

No. All customs duties and import taxes are already included in the HK$200 shipping fee.

How long does delivery take?

Order processing: 1–5 business days

Air freight (default): 6–15 business days

Sea freight (if needed): approx. 25 business days (we will confirm with you in advance)

Which shipping method will be used for my order?

The default shipping method is air freight. If we need to switch to sea freight due to order volume or logistics, we will contact you for confirmation before dispatch.

How can I track my order?

Once your order is shipped, you will receive an email with a tracking number.

You may also track your order anytime at: https://focustcg.com/apps/17TRACK

💳 Payment & Orders

What payment methods do you accept?

We accept various secure payment methods, including Visa, Mastercard, American Express, PayPal, Shop Pay and other local options available at checkout.

Is it safe to shop on your website?

Absolutely. Our website uses SSL encryption and partners with trusted international payment providers to protect your personal and payment information.

Can I modify or cancel my order?

Before shipment: Please contact customer service immediately at focustcg@gmail.com and we will assist you.

After shipment: Orders cannot be modified or canceled. If you request cancellation after dispatch, you will be responsible for all round-trip shipping costs incurred.

🔄 Returns & Refunds

Can I return opened card packs?

No. Due to the nature of collectible cards (random blind box contents), opened products cannot be returned or exchanged.

We only accept returns for brand new, unopened and sealed items in original condition.

What should I do if my package arrives damaged?

If your package or items are visibly damaged upon delivery, please contact customer service immediately at focustcg@gmail.com with your order number and clear photos/videos of the damage. We will arrange a replacement or refund promptly.

📋 After-Sales Service Policy

Blind box items: Card products are blind boxes with random contents. Returns or exchanges are not accepted after payment unless there is a manufacturing defect or wrong item sent.
Defect claim period: For wrong, missing or defective items, please contact customer service via email within 10 business days of delivery. For detailed rules, please refer to the platform’s Return & Exchange Policy.
Unboxing video: To avoid disputes, we strongly recommend recording a full unboxing video from the unopened package to the contents inside. This will serve as valid proof for after-sales support.
Quality standards: Due to printing limitations, minor color differences, tiny scratches, slight edge bending are considered normal and not defects. KAYOU reserves the right to reject return/exchange requests for these reasons.

By placing an order, you acknowledge that you have read, understood and agreed to all the above terms and conditions.