Frequently Asked Questions (FAQ)

Do you ship across Canada?

Yes. Boutique Holo ships orders across Canada. Depending on your shipping address, we use different carriers to provide the best possible service, including UPS, Canada Post, Purolator, Canpar and GLS.

How long does it take to ship an order?

Orders are normally prepared and shipped within 2 business days following confirmation of your purchase. During new product launches, periods of high demand or peak seasons, a slight additional delay may be required.

Do you offer free shipping?

Yes. Free shipping is available across Canada for orders of $500 or more before taxes.

However, certain remote areas may require additional fees when shipping costs are exceptionally high or when none of our carriers adequately service the area.

If you live in a remote area, we recommend contacting our team before placing your order to confirm the available shipping options.

Do you offer local delivery?

Yes. Free local delivery is available for orders of $300 or more before taxes delivered to an address located in Granby. Local deliveries are made directly by the Boutique Holo team within a maximum of 2 business days.

Do orders require a signature upon delivery?

Yes. A signature upon delivery is automatically required for any order valued at $500 or more in order to provide additional protection.

What happens if I entered the wrong shipping address?

It is your responsibility to provide a complete and accurate shipping address when placing your order.

If you notice an error, please contact us immediately. If your order has not yet been processed, we will do our best to correct the address.

Boutique Holo cannot be held responsible for additional fees or lost packages resulting from an incorrect address provided by the customer.

Are packages insured?

All shipped packages include basic insurance coverage of up to $100, subject to the carrier's terms and conditions.

If you wish to insure your order for a higher value, you must contact us before placing your order. We can then provide you with the insurance options available through the carrier.

Any additional insurance fees are entirely the responsibility of the customer, even if the order qualifies for free shipping.

What happens if I redirect my package to a pickup location?

If you choose to redirect your package to a pickup location (such as a UPS Access Point), you are responsible for picking up your order within the timeframe provided by the carrier.

The order is considered delivered as soon as it arrives at the selected pickup location.

Can I cancel my order?

Yes, provided that your order has not yet been processed. An order is considered processed as soon as its shipping label has been created. Please note that special conditions apply to preorders.

Can I modify my order?

Yes. You can request a modification by contacting us at info@boutiqueholo.ca or at 450-830-7685, as long as your order has not yet been processed. We will do our best to accommodate your request.

What is your preorder cancellation policy?

Cancelling a preorder incurs a fee equal to 10% of the total order value.

In addition, preorders can no longer be cancelled starting 5 days before the product's official release date.

What happens if a product is out of stock?

Despite the measures we have in place to maintain accurate inventory, a product may exceptionally become unavailable after your purchase. In this situation, the affected product will be fully refunded using the original payment method.

An item is missing from my order. What should I do?

If you notice that an item is missing, you must contact us within 48 hours of receiving your order. After this period, the order will be considered complete and no claim can be made.

Are taxes applicable?

Yes. All products sold by Boutique Holo are subject to the applicable sales taxes based on your province.

If you qualify for a tax exemption, including due to your residence on a First Nations reserve and you have the required documentation, please contact us at info@boutiqueholo.ca before placing your order so we can configure your account, if applicable.

Are your products authentic?

Yes. All products sold by Boutique Holo are 100% authentic. Our English-language products are sourced exclusively from authorized Canadian distributors, ensuring their authenticity and provenance.

If you have any questions regarding a product, our team will be happy to assist you.

Are your products factory sealed?

Yes. All products sold as sealed are in their original manufacturer's packaging and have never been opened, handled or altered.

What does the "Damaged Products" section mean?

Products in this section only have cosmetic imperfections on the packaging, such as slightly dented corners, damaged shrink wrap or boxes showing signs of shipping damage.

The contents remain new, complete, authentic and sealed unless otherwise stated in the product description.

Are sealed products guaranteed?

Yes. When a product description states that an item is sealed, it means that it is sold in its original manufacturer's packaging and has never been opened or modified.

Do you sell Pokémon Center products?

Yes. Some of the exclusives available in our store come directly from Pokémon Center Canada. This information is always clearly indicated in the product description.

Do you regularly restock your inventory?

Yes. We regularly add new products based on availability from our distributors.

If you're looking for a product that is currently unavailable, feel free to contact us. We'll be happy to check whether it can be ordered.

How can I contact Boutique Holo?

You can reach our team by email at info@boutiqueholo.ca or by phone at 450-830-7685. We respond to inquiries as quickly as possible during our business hours.

Why buy from Boutique Holo?

Boutique Holo is a Canadian business specializing in Pokémon cards and products. We are committed to providing:

• 100% authentic products;
• fast and professional service;
• carefully prepared packaging;
• shipping across Canada;
• excellent customer service;
• thousands of satisfied customers.

Can prices change?

Yes. Product prices may be changed at any time based on market conditions, supply costs or availability, without prior notice.

Are product photos representative?

We do our best to provide accurate photos of each product. However, colours, packaging or certain details may vary slightly due to manufacturer updates.

Where can I find your other policies?

Our policies regarding returns, refunds, privacy and terms of use are available at the bottom of our website. We recommend reviewing them before making a purchase.