FAQ

Frequently asked questions

Where is LEVEL UP based?

We're an Australia-based online collectibles store, based in Allawah, New South Wales.

What do you sell?

We offer Pokémon and One Piece trading card products, gaming collectibles, accessories and selected sneakers and other collectible items as available.

Are your products new and sealed?

Each listing specifies the condition of the exact product offered. Where an item is described as new or factory sealed, that is the condition we intend to supply. Please review the listing photos, description and any condition notes before ordering.

Do you ship in Australia?

Yes. Eligible Australian addresses and available Standard or Express services are shown at checkout. Rates are confirmed before payment. We do not currently offer international shipping through this storefront.

When will my order ship?

In-stock paid orders are dispatched as promptly as reasonably possible. Any item-specific handling or dispatch estimate shown in the listing or checkout takes priority. We will provide tracking when available.

What does pre-order or presale mean?

Pre-orders are products sold ahead of availability or release. Dates may change, so check the individual listing before ordering. If we cannot supply within the agreed or a reasonable time, your Australian Consumer Law rights still apply.

Can I return an item?

We don't automatically accept change-of-mind returns, especially for opened trading card products. Consumer guarantee remedies for faulty, damaged, incorrectly described or otherwise non-compliant items remain available. See our Refund Policy for details.

What if my parcel arrives damaged or doesn't arrive?

Email levelup.syd@gmail.com with your order number and details. Please include photos if damaged. We'll investigate and work toward an appropriate resolution.

Can you guarantee the contents or resale value of sealed trading card packs?

No. Sealed trading card products contain randomised contents; specific pulls, grades and future resale values are not guaranteed unless an individual listing expressly states otherwise.