Shipping policy

Last updated: 10 October 2026

Every order is packed and dispatched by our own team in Plymouth, UK, with Royal Mail. Every parcel is tracked.

At a glance

  • We currently deliver to UK addresses only.
  • Every order goes by Royal Mail Tracked.
  • The delivery price is worked out from your basket and shown at checkout before you pay.
  • Larger orders qualify for free tracked delivery. It is applied automatically at checkout.

Dispatch

  • In stock items are sent as soon as we can, on working days.
  • Made to order items (printed binders, bundles and checklist kits) are printed for you first, so they take a little longer to leave us. The product page tells you when an item is made to order.
  • Digital downloads (placeholder cards) are sent to you by email straight after you order. Nothing is posted.

Working days are Monday to Friday, excluding UK bank holidays. If your basket mixes made to order items with in stock items, we will email you if your order ships in more than one parcel.

Orders are dispatched within 3 to 5 working days.

We deliver to the UK mainland as normal. For anywhere else, please email support@portaltcg.co.uk before ordering.

You will get a dispatch email with your tracking number as soon as your parcel leaves us.

UK delivery

All orders go by Royal Mail Tracked. You can choose between Royal Mail 48 Tracked and the faster Royal Mail 24 Tracked at checkout. There is no untracked option.

Prices are worked out from the weight of your parcel, so the exact cost always shows at checkout before you pay. Free delivery, where your order qualifies, is applied automatically.

Royal Mail's delivery times are aims, not guarantees. Addresses in the Highlands, Islands, Northern Ireland and other areas Royal Mail classes as remote can take a little longer.

Delivery outside the UK

We are not sending orders outside the UK at the moment. If that changes, this page will be updated.

How we pack

Booster boxes travel in a padded box, never a bag. Loose packs are sleeved and boxed. Binders are wrapped and boxed flat. If you would like something packed a particular way, add a note at checkout or email us before dispatch.

Late, missing or damaged parcels

  • Late: parcels sometimes take longer, especially around new set releases and in December. Your tracking link is the best place to check first.
  • Missing: if your tracking has stopped moving, email us. Royal Mail sets a waiting period before a parcel counts as lost. Once that has passed, we raise the claim with Royal Mail ourselves and refund you in full.
  • Damaged: photograph the parcel and the item as soon as you can and keep the packaging, then email us. We will put it right, including any postage you paid.
  • Wrong address: please check your address before you pay. If a parcel comes back to us because the address was wrong or incomplete, we will resend it once the postage has been paid again.

If you have not had a dispatch email and think you should have, check your junk folder and then contact us.

Merchandise

Our T-shirts, hoodies, snapbacks and bucket hats are printed and posted by our print partner, so they travel separately at the rates shown at checkout.

Orders placed on other marketplaces

Orders placed through TikTok Shop, eBay or Etsy are dispatched by the same team from the same stock, but delivery times, tracking and claims run through that platform's own rules.

Contact

Portal TCG is a trading name of PokePortal Ltd.
The Apex, Derriford Business Park, Brest Road, Plymouth, PL6 5FL
Email: support@portaltcg.co.uk
Phone: 01752 936359 (Monday to Friday)