Question 1

How can I tell the condition of an item?

Accepted Answer

The condition is shown for every product directly below the title. On the product page, you'll also find a "Condition" button that opens a detailed explanation of each condition grade. A full overview of all condition grades is available on our Conditions page. We personally check every item before shipping to make sure the stated condition matches exactly what you receive.

Question 2

Are pre-owned games and consoles tested?

Accepted Answer

Yes. Every pre-owned game, console and handheld is checked and tested in our store before we list it. We only sell items that work and match the stated condition.

Question 3

What's included with pre-owned games?

Accepted Answer

We always sell our games complete, with the original case, manual and inserts (CIB, "Complete in Box"). You can always count on that with us. If something is missing, for example the manual, we clearly point it out on the item. The only exception: download or bonus codes included with pre-owned games may already have been redeemed and are therefore not part of the delivery.

Question 4

Are the product photos of the actual item?

Accepted Answer

Our product photos are sample photos. We have many items in stock more than once - for graded items, for example, the same card or game with the same grade but a different serial number. That's why we show a photo without a serial number instead of listing every copy separately. The stated condition or grade always applies to the item you receive. If you'd like to see the serial number, a photo of your specific copy or the grading company's original image before buying, just get in touch via our contact page, email or WhatsApp.

Question 5

Do import games (e.g. US, Japan or EU import) work on my console?

Accepted Answer

That depends on the console and the content. The region is listed for every item in the product details.

Retro consoles and Nintendo 3DS: These are usually region-locked. A Japanese game (NTSC-J) will then only run on a Japanese console, a US game (NTSC-U) only on a US console and a European game (PAL) only on a European console.

Current consoles: On PS4, PS5, Xbox One, Xbox Series and Nintendo Switch, discs and cartridges generally work across regions.

Digital codes: If a game or bundle includes a download code, it is tied to its region. For example, a code from a US bundle can only be redeemed with a US account, not with a German account.

Not sure whether an item works with your console? Feel free to message us before buying and we'll help you out.

Question 6

Do save files on retro cartridges still work?

Accepted Answer

Many older cartridges, for example for Game Boy, Game Boy Color or SNES, store save files using a built-in battery that can weaken after many years.

Pokémon cartridges for Game Boy and Game Boy Color (e.g. Red, Blue and Yellow): We replace the battery and then test the cartridge.

Other cartridges: We test these for functionality before selling them, but the battery is not replaced. With very old cartridges, it may therefore run low at some point.

We also offer battery replacement as a service in our store. The turnaround time depends on our current workload, so just ask us in person or message us beforehand.

Question 7

Are the consoles cleaned?

Accepted Answer

Yes. We clean all pre-owned products before selling them.

We clean consoles and handhelds on the outside, including the fans as far as they can be reached without opening the device. The devices are not taken apart for this, so there is no deep cleaning of the inside.

We also test controllers for functionality. We don't sell controllers with stick drift or in heavily worn condition.

If something doesn't work anyway, the statutory warranty of course applies. If you'd like to be on the safe side before buying, feel free to message us and we'll give you details on the specific device.

Question 8

Which payment methods do you accept?

Accepted Answer

You can pay by credit card (Visa, Mastercard, American Express), PayPal, Klarna, Apple Pay and Google Pay. The payment methods available to you are shown at checkout.

Question 9

When will my order ship?

Accepted Answer

We usually ship your order on the next business day. As soon as it's on its way, you'll receive an email with tracking.

Question 10

How long does delivery take?

Accepted Answer

Within Germany, delivery by DHL takes 1-3 business days. There is no delivery on Sundays and public holidays.

Question 11

How much does shipping cost?

Accepted Answer

You'll find the current shipping costs and the order value for free shipping on our "Shipping & Payment" page and on every product page. Every shipment is insured, with high-value items such as graded trading cards insured accordingly higher.

Question 12

How are games rated 18+ shipped?

Accepted Answer

We ship items with a USK or FSK 18 rating by DHL with age verification on delivery. The package must be handed to you personally, so please have a valid ID ready. Delivery to neighbours or other people is not possible.

Question 13

How are import games shipped?

Accepted Answer

Import games don't have a German USK rating, even if the same title is available in Germany with an age rating. Under German youth protection law, games without a German rating may only be sold to adults. That's why we ship imports the same way as 18+ games: by DHL with age verification and only handed over in person upon presentation of a valid ID.

Question 14

Do you ship to other countries?

Accepted Answer

We currently only ship within Germany. Alternatively, you can pick up your order from us in Berlin.

Question 15

Can I pick up my order?

Accepted Answer

Yes. Simply select "Pickup" at checkout. There you'll see which locations are available and can choose the one that suits you best. You'll receive a notification as soon as your order is ready there.

Question 16

How can I track my shipment?

Accepted Answer

Every order is shipped with tracking. You'll find the tracking link in your shipping confirmation email. If you have a customer account, you can also see the status directly with your order.

Question 17

How do preorders work?

Accepted Answer

Items available for preorder are marked with a "Preorder" badge. The product page also shows the expected availability date. As soon as the item arrives at our store, we'll ship your order and send you a shipping confirmation by email.

Question 18

Can I still change or cancel my order?

Accepted Answer

As long as your order hasn't shipped yet, please send us an email as soon as possible, ideally from the email address you ordered with and including your order number. That way we have your request in writing and can clearly match it to your order. We check our inbox regularly and will then try to adjust or cancel your order. You'll find our email address on our contact page. If your order is already on its way, you can use your right of withdrawal.

Question 19

Do I need a customer account to order?

Accepted Answer

No, you don't need to register beforehand. With your first order, we automatically create a customer account for you using your email address. There you can see all your orders and their shipping status at a glance, request returns directly and add items to your wishlist. You don't need a password to sign in - you'll simply receive a code by email.

Question 20

Can I return an item?

Accepted Answer

Yes. You have a 14-day right of withdrawal from receipt of the goods. Exceptions include personalized products, sealed games, films and software whose seal has been opened after delivery, hygiene products once opened, and digital content such as download codes under certain conditions. You'll find more detailed information in our refund policy.

Question 21

How does a return work?

Accepted Answer

The fastest way is through your customer account: open the order in question and request the return there. We'll review the request and then send you a shipping label. Without a customer account, you can declare your withdrawal using our withdrawal form, by email or by post.

Question 22

When will I get my money back?

Accepted Answer

As soon as your return has arrived and been checked, we'll refund the amount to the payment method you used. How quickly the money reaches you depends on the payment provider. With some payment methods, such as credit card, the refund can take a few business days.

Question 23

What should I do if an item arrives defective or not as described?

Accepted Answer

We're sorry about that! Please get in touch as soon as possible via our contact page, email or WhatsApp, ideally with a few photos. We'll take care of a solution right away, for example a replacement or a refund.

Question 24

What happens if my package arrives damaged?

Accepted Answer

All shipments are insured, so you don't need to contact DHL yourself. Just get in touch with us and, if possible, send us a few photos of the package and its contents. If the package is already visibly damaged on delivery, it also helps to have the damage confirmed by the delivery driver right away. We'll take care of the damage claim with DHL and find a solution for you.

Question 25

What does "graded" mean?

Accepted Answer

Graded items have been checked for authenticity and condition by an independent grading company such as PSA, BGS or PGS and then sealed in a protective case. The grade usually ranges from 1 to 10 and largely determines the collector value. Grading is available for trading cards and for sealed video games.

Question 26

Are the graded cards authentic?

Accepted Answer

Yes. Every graded card has been checked for authenticity and certified by the respective grading company. Using the serial number on the case, you can verify it yourself at any time in the grading company's database. There you can see, among other things, which card it is and what grade it received.

Not every serial number comes with images from the grading company, for example because they have been archived or were never taken for older gradings. This is not a sign of a fake. Much like an ID card, the grading companies' cases have their own security features, such as holograms, special labels and a sealed case that can't be opened unnoticed.

If you have questions about a specific card, we're happy to help.

Question 27

Why are single cards on Cardmarket and not in the shop?

Accepted Answer

We currently sell our single cards through our store on Cardmarket, Europe's largest marketplace for trading cards. That's where they reach the most collectors, and you can search for specific cards and compare prices. You'll find graded cards, boosters, displays and other products right here in the shop. It's quite possible that single cards will be available here in the future too, so feel free to check back every now and then.

Question 28

Which trading card games do you carry?

Accepted Answer

Our main focus is on Pokémon, One Piece and Yu-Gi-Oh!, especially for graded cards. Beyond that, you'll find selected cards from other areas, for example Magic, Dragon Ball, Marvel or sports cards. We're continuously expanding our range, so more trading card games may be added.

Question 29

Are boosters and displays factory sealed?

Accepted Answer

Yes, boosters, displays and other sealed products are generally in their original packaging and unopened. Since we also sell items from our buying program, in individual cases the outer shrink wrap of a display, for example, may already be cut or damaged. Especially if you're a collector or want to keep a product long term, feel free to message us before buying and we'll send you photos of the specific item.

Question 30

Why are some TCG products priced above MSRP?

Accepted Answer

It depends on where the item comes from. When we source products from wholesalers, we base our prices on the MSRP and sell them at or close to that price whenever possible. It's important to us that players can get new products at fair, regular prices.

However, we also buy part of our stock from private sellers, for example older or sold-out products. We buy these at their current market value, which is often above the original MSRP, and our selling price reflects that. This way we can offer you products that are no longer available through regular channels, instead of you leaving empty-handed.

Question 31

How are cards packed?

Accepted Answer

We carefully pack graded cards with bubble wrap and suitable shipping material so the case can't move around in the package. Single cards are shipped in a protective sleeve and a rigid card holder (toploader), also well padded. This way your cards arrive safely.

Question 32

Do you buy items too?

Accepted Answer

Yes, we buy video games, handhelds and trading cards in person at our store. You'll find what we're currently buying in our blog post about selling to us. For larger collections, we're also happy to come to you by arrangement. It's best to send us a quick message beforehand so your trip is worth it.

Question 33

Can I trade in items?

Accepted Answer

Yes. When selling to us in store, you can have the amount offset directly against a purchase. Alternatively, we can add the amount as store credit to your customer account, which you can then use on your next order in the online shop. Just ask us in person.

Question 34

Can I pay cash in the store?

Accepted Answer

In our stores, you can pay in cash or with all common payment methods, for example debit card (EC card), credit card, PayPal, Apple Pay or Google Pay.

Question 35

Where can I redeem gift cards and how long are they valid?

Accepted Answer

You can redeem our gift cards for products in our online shop at checkout. If you'd rather take the items with you in person, simply choose pickup when ordering and collect your order at the store of your choice. The gift card is valid for three years, counted from the end of the year in which it was purchased.

Question 36

How can I contact you?

Accepted Answer

The fastest way is via WhatsApp, and you can also reach us by email at info@nextlvl.games or by phone. You'll find all contact options on our contact page.

Question 37

How does the wishlist work?

Accepted Answer

When you're signed in, you can add items to your wishlist using the heart next to "Add to cart". You can find it anytime in your customer account.

Frequently Asked Questions

Products & Condition

Orders & Shipping

Returns & Warranty

Trading Cards & Grading

Shop & Service