Shipping and Returns
If you have questions about your order PLEASE reply to your order confirmation email OR email email@example.com with your order number.
- Due to the volume of orders, we are unable to respond to order inquiries / or purchase inquiries through Facebook, Instagram, You Tube, Private Messages, etc. Thank you very much for your cooperation and understanding!
- All orders will ship out within 1-8 Business days after the order has been placed (M-F).
- All orders will have a tracking number provided at the time of Shipment.
- Preorders are listed with estimated ship times upon release from the distributor. These release times may vary. There are no refunds/cancellations on Preorders.
- An item is only eligible for return within 30 calendar days of purchase.
- Items must still be sealed and in pristine condition to be accepted as a return
- Please include a copy of the invoice/packing slip sent to you at the time of delivery along with a note on why the merchandise is being returned.
- Damaged items MUST be reported within 5 days of receiving the goods.
- Original Shipping is non refundable.
- Refunds are issued back to the original method of payment or with an online credit.
- Refunds are processed within 2 business days of receiving your return. We will send you an email confirmation when your return has been received and the refund has been issued.
LOST, STOLEN AND DAMAGED ITEMS
PokeCharles is not responsible for lost, stolen or damaged items and recommend you send it back using an insured courier. We highly recommend you make sure you are provided with a tracking number or delivery confirmation when sending an item back. Keep this for your records. Additional Insurance and carrier release/signature is available at an additional cost. Reach out to us prior to placing order so we can assist.
PokeCharles will refund the cost of the returned merchandise as soon as we receive the delivery, and send you an email to confirm that the return has been completed. Refunds are in the form of original payment, such as the credit card used for the order. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.
REFUSED OR UNDELIVERABLE PACKAGES
Refused or undeliverable packages are subject to return shipping costs that vary by shipping method used in the original order.
o YOU WILL BE CHARGED THE UNDELIVERABLE FEE THAT THE COURIER CHARGES US
o If you choose not to have your order re-delivered we can refund you the cost of the items but the original shipping cost and the undeliverable charge from the courier will be deducted from the refund.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible at firstname.lastname@example.org - we will try to accommodate your needs. However, if the order has already shipped we will not be able to make any changes or cancel the order.
HOW DO I KNOW IF MY ORDER WAS PLACED?
Once you have completed your order, a confirmation email will be sent to the email address associated with your account.