DETAILS & ESTIMATES BELOW:
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 7 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, please create a lost package request with your chosen postal carrier and let us know their findings. If you purchased insurance and want to keep the order, 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 (1-4 business days) is different from shipping time and should be added to the total delivery time. Orders generally take 1-3 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 see our preorder policy for preorders, as this is a separate policy.
Please do drop us an email at firstname.lastname@example.org 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!
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 email@example.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.
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.
In some instances, an order may be split into different packages for any of the following reasons (or more):
- Certain items may be on back order, or preorder release dates may vary. Items are shipped together, in one go by default, once all items are in hand. However, if a buyer pays for the split shipment fee at checkout, ThePokeNest will ship in split shipments according to the order's release dates.
- Weight restrictions for regular shipping imposed by the post office may effect different split shipments.
- Different boxes fit different items / packed in different boxes for better protection of items sold may cause split shipments.
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.
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 firstname.lastname@example.org. 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. We may provide a prepaid return label on a case-by-case basis for a possible return.
You can always contact us for any return question at email@example.com.
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.
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.
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.
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 in writing 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.
If an order is deemed to be fraudulent by Shopify's fraud detection, ThePokeNest will reach out via the information provided/gathered to the actor that made the purchase. ThePokeNest will communicate the detection of fraud, and notify the actor that the order will be cancelled and the funds will be held in reserve in accordance with our Chargeback Policy. ThePokeNest will not refund fraudulent orders until the bank resolves the matter in good faith as a middleman/arbiter.