Returns & Exchanges & Refunds
If you change your mind, act quickly! We turn around and process orders extremely quickly. All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, please contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
Your satisfaction is our #1 priority.
--If you did not receive the product within the guaranteed time (45 business days not including 2-5 day processing)
--If you received a wrong order or your product is arrived broken, you may also request a refund, exchange or exchange. We will process your order within 24 hours (expect weekdays).
*It is necessary to provide relevant information such as unpacking pictures and videos of defective products, your order number, and your name.
In this case, the customer does not need to pay the shipping fee for products exchange.
For products that are not damaged but the customer wishes to return the product due to a change in purchasing decision, we accept the customer to return the product to us.
--Please send return requests and order information to email firstname.lastname@example.org.
--Returned products need to be kept in their original packaging and intact.
--Return the product not used.
--The shipping cost incurred by the return is the responsibility of the customer, and the specific cost is determined by the shipping company you choose.
--Once we receive your returned items, our team will review and inspect the items. After confirming that there are no issues, your refund will be processed.
--Returns should be made within 30 days from the date of purchase or 14 days after the product is delivered
--Returned items must be in original condition, and contain both the original parts and packaging
--Returns should be sent postpaid.
--If you return the product because the size is not suitable, you need to pay the
courier fee we have sent and the courier you sent back.
* Please note that we will deduct 6.9% + $1 for order cancellation due to the fee incurred by our payment gateway, shipping fee from our warehouse, and platform charging.
We will NOT make a refund or reshipment if:
--Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
--Your order did not arrive due to exceptional circumstances outside the control of pokemonmerchstore(i.e. not cleared by customs, delayed by a natural disaster).
--Other exceptional circumstances outside the control of pokemonmerchstore
--Under categories like Shoes, Hoodies, T-shirt, Sweatshirt we have a proper Country wise size chart, we will not refund if you have selected the wrong size
--Electronic items are not eligible for refunds.
--We are not responsible for lost or stolen packages confirmed as delivered to the address entered for an order.
You can request a return by emailing us at email@example.com
Once your return is received and inspected by pokemonmerchstore, your refund will be processed and a credit will be applied to your credit card or the original payment method. Please note that depending on your credit card company, it may take an additional 1-10 business days after your credit is applied for it to be posted to your account.
Please note that:
--Returned products must be in new, unused condition
--You are responsible for all shipping costs associated with getting your order back to pokemonmerchstore.
--To make a return request, please contact us within 30 days of delivery. In your message, please include your order number, the products you wish to return, and why. Once we approve your request, we will supply you with our returns address.
--If the item is undelivered due to the shipping carrier's mistake. E.g. Lost in transit delivered to the wrong address but we have provided them the correct address. We will send you a replacement order without additional cost. However, this is not subject to a refund due to unforeseen delay.
--For orders that ship to the wrong address due to the customer entering the wrong address, the customer must bear the cost of ordering a replacement item, so please be extra careful when entering your shipping address.
Please note that we reserve the right to refuse refunds or returns/exchanges for reasons including:
--All pre-order and custom-made sales are final unless defective, please note when placing an order;
-- Orders in transit do not support cancellation;
-- The customer provided incorrect information resulting in unsuccessful product delivery (eg incorrect delivery address);
-- The items are held by customs or other unforeseen delays;
-- Orders beyond the return period;
-- Returns without notification to us.
Regarding the order delivery failure, please know:
We will promptly contact the customer by email after receiving the delivery failure notification from the carrier. If you do not reply to our email or cannot contact us due to your wrong email address, your package will eventually be destroyed by the logistics company, we won’t be responsible for your order loss anymore.
Please make sure to get approved via firstname.lastname@example.org
If you have any questions, please feel free to contact us at email@example.com
- Please note that international shipping is expensive and involves many custom fees for some countries, therefore, we recommend you to check your cart and the shipping information carefully to avoid cancellation and return requests otherwise you will need to pay round-trip shipping fees and possible customs fees.