FAQ/T&Cs

PRE-SALES AND SHIPPING


Q1. When will my pre-sales order arrive/ship?


All pre-sales show an estimated arrival date on the product page. Actual arrival depends on shipping and customs. Updates are always posted in our Telegram group once stock is ready for collection.


Shipping for pre-sales orders will be processed within 1 to 2 business days of actual arrival of the product.


Q2. Why do some products arrive later than release day?


Some of our products are imported directly from overseas. International shipping may result in a slight delay compared to local release events.


Q3. Why don’t you give exact arrival dates?


Arrival dates depend on shipping and customs clearance. While product pages list estimated dates, we cannot commit to exact dates until stock is physically with us. Updates are always announced in Telegram once items are ready for collection.


Q4. When is the release date of [product]?


Official release dates are published by The Pokémon Company, Bandai, or Weiss, and can be found on their website or other official channels.


Please note that release dates are not the same as arrival dates for our shop. Since we import some of our products from overseas, our stock may arrive a few days/weeks later than the official release day. Estimated arrival dates are always stated on our product pages.


Q5. Why do I see a product for sale in-store when my pre-order hasn’t arrived yet?


Our pre-sales come only from trusted suppliers who we have a long term business relationship with. These orders are prioritized for customers who placed pre-sales with us.


At times, we may take in a very small quantity of products from other sources at different pricings. Because we cannot guarantee those until they pass our quality checks, we may not list them for pre-sale. If they pass QC, we may put them up for immediate sale in the shop.


Q6. I placed my order on Thursday/Friday. Why hasn’t it arrived yet?


If you placed your order on a Thursday/Friday, here’s how the timeline works:


  1. We process and pack your order within 1 to 2 business days.
  2. We arrange for SingPost to collect the next day.
  3. SingPost only operates half-days on Saturdays (until noon), while Newtro opens after 2:30pm.
  4. SingPost does not operate on Sundays, and Newtro is closed on Mondays.
  5. This means your parcel may only be collected on Tuesday.


Once collected, SingPost typically takes 3-5 business days to deliver your order.


Q7. Do you ship internationally?


Yes, we do ship internationally. Shipping rates vary depending on your country, the size of the package, and its weight.


To keep shipping costs as fair as possible, we calculate international shipping on a case-by-case basis.


For most orders, we use standard international partners such as Fedex, DHL, Aramex, or Janio.


For large shipments (21kg and above), we are able to extend additional discounted rates through our FedEx commercial partnership.


Please contact us for a custom shipping quote before placing your order.


Q8. My product arrived with scratches on the box or tearing on the shrink wrap - can I get a refund or exchange?


Minor imperfections such as scratches, dents, or shrink wrap tears do not affect the integrity or contents of the sealed product. Whilst we make sure to pack your orders well, these issues are common during manufacturing, packaging, or shipping.


If the condition of the outer box or shrink wrap is important to you (e.g., for display or collecting), we strongly recommend visiting our store in person to inspect and select the product before purchase.


Please note:


Online orders are fulfilled based on available stock, and we cannot guarantee “perfect box condition” for shipped items.


Our sales policy is that all sales are final, and due to the nature of the product, we are unable to offer refunds or exchanges.


Q9. How will I know when my product is ready for collection?


For pre-sale products, we will announce in the Telegram group as soon as stock is available. Please join the group to stay updated. We do not provide individual notifications.


For non-pre-sale products it will be ready for collection/shipping on the next business day.


Q10. Can I request an exact collection date?


No appointment is needed for collection. You may collect any time during shop hours. Note that only estimated timelines are shown on product pages.





STOCK AVAILABILITY / WALK-INS


Q11. If a product is available on the website, can I reserve it and pay in-store?


No. We do not accept reservations without payment. To secure your product, full payment must be made through our website.


Q12. I saw a product in-store but not on the website. Why is that?


From time to time, we receive very limited quantities of certain products. In these cases, we may choose not to list them online, as they could sell out quickly in-store.


If you’re interested in rare or limited items, we recommend visiting the shop directly, as some products may only be available for walk-in customers.





REFUNDS, EXCHANGES AND CANCELLATIONS


Q13. Can I get a refund if I change my mind or if the market price drops or if I find cheaper stock elsewhere?


No. All sales are final. We will also never increase prices even if the market price rises after your order.


Q14. What if the shipment is delayed?


Delays are possible due to shipping/customs. Orders remain valid until stock arrives. Refunds are not available for shipping delays.


Q15. Why did my order get cancelled and refunded?


Online stock and in-store stock may sometimes differ due to system updates. If you purchase online but the item is already out of stock, we will issue you a full refund.


Refunds will always be processed in the payment currency received. We are not responsible for any exchange rate differences between the time of payment and the time of refund.


Q16. Why did my pre-sales order get cancelled and refunded?


Pre-sales cancellations are very very rare, and has never happened before, but if they do occur, we will issue you a full refund.


Cancellations may happen for reasons outside our control, such as:


  1. A trusted supplier reneging on their deal with us;
  2. Stock that arrives failing our quality checks (e.g., counterfeit or tampered products);
  3. Force majeure events (e.g., government restrictions, customs issues, natural disasters, or global shipping disruptions).


Rest assured, we never cancel pre-sales in order to resell products at a higher price. Our priority is always to honor your allocation whenever possible.


Refunds will always be processed in the payment currency received. We are not responsible for any exchange rate differences between the time of payment and the time of refund.


Q17. I purchased from your store but when I went home and opened the product, the contents were fake or incorrect. What should I do?


Once a product leaves our store, we cannot guarantee that it has not been tampered with or swapped. Because of this, refunds are generally not available after the product has left our premises.


If you raise a concern, we may investigate by checking other boxes from the same case and supplier to verify authenticity. This is done at our discretion and only if we have sufficient stock from the same batch. Please understand that some individuals attempt scams by switching products and then claiming they were purchased this way — which is why we have this policy in place.


Important notes:


If you wish to guarantee immediate verification, you may choose to open the product in-store at the time of purchase. If the product is found to be fake in front of us, we will issue a full refund on the spot.


If a sealed product is missing packs/items or has factory defects, this is considered a manufacturing error, and the responsibility lies with the manufacturer, not Newtro.



DISCOUNTS AND PARTNERSHIPS


Q18. Can I get a discount?


Our pricing already reflects import costs, international sourcing, and the overheads of running a physical retail store. Prices are fixed and apply equally to all customers, regardless of purchase quantity.


That said, for very large orders (e.g., 10 cases or more), we may be able to negotiate on pricing at our discretion. Please contact us directly on Telegram (@NGSAdmin) to discuss bulk purchase arrangements.


Q19. Do you supply to streamers? Is there a discounted price for streamers?


We do supply to streamers, but there is no special streamer discount. Pricing is the same as our standard retail pricing.


As with all customers, for very large bulk orders (e.g., 10 cases or more), we may be able to negotiate pricing at our discretion. Please contact us directly to discuss bulk purchase arrangements.


Q20. I’m a streamer — can I submit cards for grading on behalf of my customers? Is there a streamer price for grading?


We can offer a streamer grading price, but a minimum submission quantity is required to qualify. Please contact us directly to discuss the requirements and details.