> For the complete documentation index, see [llms.txt](https://docs.cardz.game/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cardz.game/how-it-works/faq.md). # FAQ ## Points, Gems and payments ### Can I use Points to open packs? Yes. Points are the main prepaid balance used to open eligible Mystery Packs and use designated features on Cardz.game. Points are non-refundable, non-withdrawable, and non-transferable. In certain regions, the same account balance may use a USD-denominated display unit, as explained in our Terms of Service. ### What are Gems? Gems are promotional credits granted through campaigns and offers. Selected packs may be opened with Gems. Cards obtained using Gems are not eligible for Buyback, and Gems have no cash value. ### Can I pay by card or connect a wallet? Yes. Available payment methods depend on your region and may include card payments through approved payment providers and optional wallet or multi-chain deposit methods. Wallet connection is not required for every feature. If you use a self-custodial wallet, you are responsible for your private keys and wallet security. ### What should I do if a confirmed payment or deposit is missing from my balance? Refresh the page and allow time for the payment provider or network to confirm the transaction. If the balance is still missing, contact Support with the payment reference or transaction hash, as applicable. *** ## Pack modes ### What pack modes are available? Cardz.game currently offers several opening formats: * **Pokémon:** draw one Pokémon card or graded slab from the disclosed pool for the selected value. * **One Piece:** draw one One Piece card or graded slab from the disclosed pool for the selected value. * **Cardz Original:** draw from a curated pool that may include cards, graded slabs, booster boxes, plushies, and other collectibles. Depending on the pack, you can select between 1 and 5 draws in one opening. * **Limited Card Pack:** a simulated trading-card pack opening with multiple pulls and a disclosed minimum guaranteed hit or value tier. * **Fragments:** collect the required unique fragments for a featured Card. Complete sets can be combined and managed as the corresponding Card. Available modes and mechanics may change. The purchase page always controls for the specific pack, including its contents, number of draws, value tiers, guarantees, and odds. ### Where can I see the odds? Each pack page shows the potential contents, rarity-tier odds, and corresponding value ranges before you open. Odds apply to that specific pack offering. ### Do you weigh packs or influence outcomes? No. Digital results are allocated by the platform's randomization system. Physical pack weighing does not apply, and staff cannot select an individual User's result. *** ## Collection, Buyback and shipping ### Is there a limit to how long I can keep Cards in my collection? No. Cards may remain in your collection indefinitely while your account remains active and in good standing. There is currently no holding fee. ### What can I do with a Card after opening? Depending on the Card and pack, you may: * Keep it in your collection; * Accept a Buyback offer where available; or * Request tracked physical delivery. Buyback availability and pricing are shown in the Service and may change. There is no expiring Buyback timer or separate standard-liquidation rate. ### Can I request a photo of my specific Card before shipping? Due to inventory volume, we generally cannot provide individual photos of raw cards on request. * **Graded Cards:** you receive a card matching the grading and certification information shown for the Card. * **Raw Cards:** you receive a card meeting the condition tier shown for the Card. ### Do you offer grading services? We do not currently offer a submission-to-grading service. If you want to submit an ungraded card to a grading company, request physical delivery first. ### How is shipping paid? Check the shipping fee and payment options shown for your delivery request before confirming it. Under the current **Social Sharing Reward free-shipping campaign**, PTS credited after manual approval can be used to pay card delivery fees. Points (PTS) and Gems are different; this campaign does not authorize shipping payment with Gems. For other delivery requests and charges, use the options shown in the Service. All shipments include tracking. ### How do I apply for the Social Sharing Reward free-shipping campaign? 1. Share a screenshot of your CARDZ.GAME card draw, prize record or opening results on Threads, with a brief account of your genuine experience. 2. Tag **@cardz.game.asia** and **@circlek\_hk**. 3. Use Threads' **Add topic** field to select **CARDZ**. A hashtag in the post text alone does not replace this topic setting. 4. Send the Threads post link to Support for manual review. 5. After approval, the reward PTS will be credited to your CARDZ.GAME account for card delivery fees. If your cards are ready to ship, wait for the PTS to appear before paying shipping fees or submitting the delivery request. After receiving your physical cards, you may share a new post and apply again; each application requires a new sharing post and manual review. This campaign is separate from the ended Circle K receipt draw and does not share that draw's deadline. The shipping fee shown for your request applies; 240 PTS is not a universal fee. Sharing a post does not itself mean that the application is approved or that PTS have already been credited. ### What if I have already paid shipping or submitted a delivery request? Contact Support so they can check the request's status before confirming whether cancellation, consolidation or a fee adjustment is possible. A Social Sharing Reward does not automatically refund previously paid shipping fees. ### Is there a guaranteed delivery deadline? Processing, dispatch, transit and arrival times are estimates. The Company provides no guaranteed deadline or maximum waiting period on the basis of an estimate. Actual fulfillment may take longer and estimates may be revised depending on preparation, required checks, carrier availability, destination conditions and customs clearance. Check your order and tracking information for updates, or contact Support with your shipping reference. An expressly agreed delivery commitment and rights required by applicable law remain unaffected. See the [Shipping & Delivery Policy](https://docs.cardz.game/about-cardz.game/shipping-and-delivery-policy). ### Where can I find the refund rules? See the [Refund Policy](https://docs.cardz.game/about-cardz.game/refund-policy) for the rules on virtual credits, completed purchases, returns, exchanges and the applicable exceptions. *** ## Sourcing and authenticity ### Where do you get your cards and collectibles? We source through established distribution channels, certified card shops, partner stores, and private collectors. Items are inspected before listing. ### Can I sell my own cards to Cardz.game? Cardz.game accepts eligible Cards obtained through the Service under its Buyback rules. Customer-owned cards acquired elsewhere are ineligible for sale through Cardz.game. The Service operates as an online retailer and provides no peer-to-peer marketplace. *** ## Mobile and regional availability ### Is there an iOS or Android app? Cardz.game is optimized for mobile browsers. Visit Cardz.game using a supported browser and sign in using the available login method. ### Can I use Cardz.game from any country? Availability depends on local law, supported payment methods, and shipping-carrier coverage. Some features may be restricted by region. Users must not use VPNs or other tools to circumvent regional restrictions. For additional details, see our Terms of Service and Shipping & Delivery Policy.