Fraktpolicy

COVID-19: ONGOING SHIPMENT DELAYS ARE HAPPENING DUE TO COVID-19. THIS AFFECTS BOTH DOMESTIC & INTERNATIONAL SHIPPING. PLEASE ALLOW AN EXTRA 5-7 BUSINESS DAYS FOR ALL SHIPMENTS FROM THE STATED ESTIMATED TIMES.

DETAILS & ESTIMATES BELOW:

SHIPPING:

We do not have control over postal networks and are therefore not able to be responsible for delays that may occur. Tracking information will be made available to you as soon as it is made available to us. 

APPROXIMATE SHIPPING TIMES (does not include weekends/public holidays): 

a) USA ~ 5 to 11 business days (tracking degree available varies, please choose first class over higher at checkout for fastest times)

b) Rest of the world ~ 18 to 33 business days (tracking system available varies, please choose first class international or higher for tracking to be included)

Delayed delivery - in very rare instances, packages may take longer than the stated expected time frame. Unfortunately, we are unable to control shipping times and any unexpected delays that may occur en-route and we seek your understanding and patience should this occur. In such cases, we will ship out a new package if there are no tracking updates for more than 30-60 business days.

This may especially be true during the busier holiday seasons at the year's end (November to December months), during promotions or other instances.

PROCESSING TIME VS SHIPPING TIME

Please note that processing time (4-6 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 4-6 business days to be fully processed (checked, packed, forwarded to logistics and sent forth to the post office).

After your order has been processed, the order will be ready for dispatch and then your package will be sent. An email with your online tracking information will be available on our website.

Processing Time - in very rare instances, may take longer than the stated expected time frame. During busy time like holidays, promotions or other instances processing time might take longer. We do our best to deliver as fast as possible and seek your understanding and patience during such events.

CANCELLING AN ORDER

Once an order is placed, we will not be able to cancel it after processing as your order will have been sent with delivery method paid for. A return will initiated for a refund.

Please do drop us an email at thepokenestsales@gmail.com as soon as possible if you'd like to cancel an order that you have just made. We urge buyers to act quickly if cancelling and order, and we'd be more than happy to help out! We understand that things come up, and we will do our very best to remedy the situation!

UNCLAIMED ORDERS

We are not responsible for any packages returned to us as refused, unclaimed, deliverable, or because of incorrect or insufficient address.

If you notice an incorrect or insufficient address when receiving the confirmation email, email us back as soon as possible at thepokenestsales@gmail.com

Once we process the order we are not able to change the address and we are not to be held responsible for incorrect or insufficient address. 

 

LOST MAIL: 

We encourage buyers to pay for the shipment level that best fits your agenda. If you are looking for full insurance on a package, please pay for it during checkout. If a piece of mail is lost or stolen, we cannot guarantee a refund from USPS.

 

 

CUSTOM / DUTY FEES FOR INTERNATIONAL BUYERS

Customs fees are the responsibility of the customer. Please check with your local customs agency regarding fees. Also, kindly note that in rare occasions; customs agents may delay delivery of some packages.

SEPARATE PACKAGES

In some instances, an order may be split into different packages for any of the following reasons: 
- Certain items may be on back order 
- Weight restrictions for regular shipping imposed by the post office 
- Different boxes fit different items / packed in different boxes for protection of items sold

Holiday Season

Due to high volume in sales during the months of July - October we ask that you remain patient. Our customers are important to us and WE strive to make you happy. With that said shipping times may take longer than expected, but we guarantee that you goods will come and you will remain a loyal customer. Thank you.

 

Refund Policy:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at thepokenestsales@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at thepokenestsales@gmail.com.

 

Order Cancellations 

Orders may be cancelled without penalty within the time of processing, disregarding preorders. Once an order has been processed and is packed for shipment, please note that any order cancellation after order processing incur a 15% restocking fee derived from the total order amount. The order amount, minus the 15% restocking fee will be issued as a refund, plus any additional shipping charges. 

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Unfortunately, we cannot accept returns on gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Chargebacks 

In the event that a customer creates a chargeback with ThePokeNest, we will immediately reach out to the customer notifying them of an immediate ban and blacklist from our business. We do not take chargebacks lightly, and it is a breach of our customer user agreement with our business. If a customer threatens to chargeback, any funds held by ThePokeNest will be used as collateral for the chargeback and we will under no circumstances refund prior to the bank's decision.