FAQ

Orders & Payment

How do I place an order? Browse our store, add your items to cart, and proceed to checkout. Follow the prompts to enter your shipping details and complete payment. You will receive an order confirmation email once your order has been placed successfully.

What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely through our payment providers.

Can I cancel or change my order after placing it? We process orders quickly so we cannot guarantee changes or cancellations once an order has been placed. Contact us immediately at help@deadstockau.com and we will do our best to assist before your order is dispatched. Once dispatched we are unable to make any changes.

My payment was declined — what do I do? Double check your card details and billing address are entered correctly. If the issue persists contact your bank or payment provider. You can also try an alternative payment method at checkout.

Shipping & Delivery

Where do you ship to? We currently ship within Australia only.

How much does shipping cost? We charge a flat rate of $15.00 AUD on all orders regardless of size or weight.

How long will my order take to arrive? Orders are processed and dispatched within 1-2 business days. Once dispatched, delivery across Australia generally takes 3-7 business days via Australia Post. Remote and regional areas may take slightly longer.

How will I know when my order has been shipped? You will receive a shipping confirmation email with your Australia Post tracking number once your order has been dispatched.

How do I track my order? Use the tracking number provided in your shipping confirmation email at auspost.com.au or via the Australia Post app.

What happens if my order is delayed? Once your order leaves our facility delivery times are managed by Australia Post. If your order has not arrived within the estimated timeframe please check your tracking number first. If your order appears lost or stuck contact us at help@deadstockau.com and we will lodge an investigation with Australia Post on your behalf. We aim to respond to all enquiries within 1 business day, Monday to Friday.

What if my order arrives damaged? Contact us within 48 hours of delivery at help@deadstockau.com with your order number and photos of the damage and we will work with you to resolve it as quickly as possible. We aim to respond within 1 business day, Monday to Friday.

Can you ship to a PO Box? Yes, we can ship to PO Boxes via Australia Post.

Returns & Refunds

What is your return policy? We follow Australian Consumer Law (ACL) guidelines. We do not accept returns or exchanges for change of mind or wrong size purchases. Returns are only accepted if an item arrives faulty or significantly not as described. For full details please refer to our Refund & Return Policy page.

My item arrived faulty or not as described — what do I do? Contact us within 7 days of delivery at help@deadstockau.com with your order number, a description of the issue, and clear photos or video evidence. If your claim is approved we will provide a prepaid Australia Post return shipping label at no cost to you and offer a refund, replacement, or store credit depending on the situation. We aim to respond within 1 business day, Monday to Friday.

Can I return opened sealed TCG product based on the cards I pulled? No. Sealed trading card game products contain randomised contents by nature. We do not accept returns or provide refunds based on the cards received from opening sealed product. This applies to all booster packs, booster boxes, Elite Trainer Boxes, tins, and collections.

How long does a refund take? Once your return has been received and approved, refunds are processed within 5 business days back to your original payment method. Your bank or payment provider may take additional time to reflect the refund in your account.

Products & Stock

Are your products authentic? Yes. All products sold by Deadstock AU are 100% authentic. We do not knowingly sell counterfeit, altered, or misrepresented products. If you believe you have received a product that is not authentic contact us immediately at help@deadstockau.com.

Are your sealed products in good condition? Yes. All sealed products are sold as received directly from our suppliers in factory sealed condition.

Do you restock sold out products? We do our best to restock popular products where possible. If an item you want is out of stock feel free to contact us at help@deadstockau.com and we will let you know if and when it is expected back in.

Do you offer preorders? We do not currently offer preorders.

Do you sell individual cards or singles? We currently sell sealed product only. We may expand into singles in the future.

About Deadstock AU

Where are you based? We are based in Sydney, New South Wales, Australia.

Who is Deadstock AU? Deadstock AU is an Australian online store specialising in Pokémon TCG and trading card game products, with plans to expand into sneakers and clothing. We are operated by E Lau Enterprises Pty Ltd.

How can I contact you? Email us at help@deadstockau.com and we will respond within 1 business day, Monday to Friday. You can also use the contact form on our Contact Us page at deadstockau.com.