Shipping, Returns & Refund Policy

Shipping Policy

All orders for stock on-hand are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Orders are shipped from Ireland, Europe by PokiPair Store Limited. You will receive a notification once your order has shipped, including a tracking number.

Pre-Order Shipping

If your order includes both pre-ordered and in-stock items, all items will be shipped together once the pre-order items are available. If you want in-stock items sooner, please place a separate order.

Pre-order shipping times are estimates and may vary based on availability and manufacturer timelines. Delays may occur, and we will do our best to inform affected customers. For the latest updates, we encourage you to check our Shipping Updates Page

Shipping Rates

Shipping charges are calculated and displayed at checkout. PokiPair Store Limited currently offers UPS tracked shipping only for all orders to ensure safe and accountable delivery. Untracked shipping is not offered.

International Shipping & Customs

International shipping fees only cover postage. Additional charges such as customs duties, import taxes, or tariffs may be billed to you upon delivery by your country’s customs authority.

If a package is refused upon delivery due to customs or import fees, or returned without prior communication, a 10% restocking fee will be deducted from any refund issued.

Shipping Damage & Carrier Issues

We take great care to pack orders securely. However, damage may still occur during shipping. If your order arrives damaged or tampered with, please follow this claims process:

  • Record a clear unboxing video showing the unopened package and the damaged item
  • Contact us within 3 days of delivery with your order number
  • Provide clear photos of:
    • The shipping label
    • The full outer box showing visible damage
    • The damaged item inside

PokiPair Store Limited will open a claim with UPS. Claims are usually resolved within 15 – 30 business days.

If UPS approves the claim, we will offer one of the following:

  • Full or partial refund based on coverage
  • Replacement (if available)
  • Store credit (if applicable)

Note: Packages returned without contacting us in advance may incur a 10% restocking fee.

Sealed Product Packaging Disclaimer

We sell sealed products as provided by the manufacturer. Minor cosmetic imperfections are common and not considered damage. These may include:

  • Uneven shrink wrap
  • Surface scuffs
  • Flared box flaps
  • Minor dents or dings

If you require collector-grade or mint condition packaging, you must contact us before placing your order. Without prior agreement, we cannot offer refunds or replacements for packaging-related concerns.

Mint Condition Requests

We understand that some collectors prefer items in perfect, mint condition. Please note:

  • We cannot guarantee mint packaging unless you specifically request this in advance
  • We can inspect items on request prior to shipping
  • Without prior agreement, minor packaging flaws will not qualify for refunds, replacements, or compensation

Combining Multiple Orders

To ensure order accuracy, processing efficiency, and shipping cost transparency, we do not combine multiple orders placed separately. Each order is processed and packed individually.

Requests to combine orders will not be accepted, and partial shipping refunds will not be issued. Please take care when placing your order to include all desired items.

Returns

We have a 14-day return policy. You may request a return within 14 days of delivery. To be eligible:

  • The item must be unused, in its original sealed packaging, and in resalable condition
  • Contact us in advance to initiate the return process

If the return is due to a confirmed fulfillment error by PokiPair Store Limited (e.g., wrong item sent), we will cover return shipping.

In all other cases, including change of mind or dissatisfaction with packaging condition (unless mint condition was pre-agreed), the customer is responsible for return shipping.

Refunds & Processing Fees

Refunds are issued to your original payment method and may take a few business days to process.

  • All refunds are subject to a 5% processing fee, which covers payment gateway and administrative costs
  • If a refund is agreed upon for a damaged product, this fee still applies unless waived by PokiPair Store Limited
  • You may opt for store credit instead, which will not be subject to the 5% fee

Exchanges

We do not accept exchanges.

Cancellations

Orders can be cancelled at any point before shipment. A 5% cancellation fee applies. If an order has already shipped, refer to the “Returns” section.

Preorder Terms and Cancellations

Preorders can be cancelled at any time before shipment, subject to the 5% cancellation fee.

If a preorder becomes unavailable due to stock shortages or distributor issues, you will be notified, and a full refund or store credit will be issued.

Price Adjustments

Preorder prices are based on estimated costs from our suppliers. While we strive to maintain the prices listed at the time of your purchase, unforeseen increases in supplier pricing or shipping may require adjustments.

If this occurs, we will contact you directly with the option to:

    • Pay the difference to confirm and retain your preorder
    • Cancel your preorder and receive a full refund or store credit

Delayed Orders

If your order has not shipped within the estimated timeframe, you may cancel for a full refund (minus processing fees if payment was processed).

For shipping delays (once the order is shipped), we will support your claim with UPS and pass on any compensation if approved. Delays beyond 10–15 business days are typically required before UPS will investigate.

Non-Delivery of Items

If your order never arrives:

  • Contact us on [email protected] and we’ll begin a carrier investigation
  • Resolution may take up to 30 business days depending on UPS response
  • If the package is deemed lost, a refund, store credit, or replacement (where possible) will be offered

Legal Compliance

All policies are compliant with EU consumer rights law, including your right to return goods within 14 days of delivery. If unsure about your eligibility, please contact us at [email protected] before making a claim.

General Conditions

Force Majeure: In the event of circumstances beyond our control, including but not limited to supplier disruptions, regulatory changes, or natural disasters, PokiPair Store Limited reserves the right to cancel or modify orders, including preorders.

Communication: All updates regarding preorder status, pricing adjustments, or cancellations will be communicated via the email address provided at checkout.

We appreciate your understanding and support as we work to improve packaging quality and your delivery experience.

Join our Discord community for real-time updates and support.

Policy Changes

PokiPair Store Limited reserves the right to update, amend, or change this policy at any time without prior notice. By placing an order on www.pokipair.com, you agree to the terms outlined above, including any future amendments.