Returns– You can return an item within 7 days of delivery. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.. Customer is responsible for all shipping costs.
Non-returnable items– Gift Cards
Exchanges– Item must be in its original form untampered, sealed/unopened in order to exchange. Exchange must of equal value. Customer is responsible for all shipping costs.
Refunds– Once the cancellation or return has been completed, please allow 5 to 7 business days for funds to be returned to your account. Timing can vary depending on your financial institution.
Claims– In the event you receive a damaged/defective item, you can contact us via email at customercare@thepokeshoptoys.com. Please have your order number, a detailed description of issue and pictures attached to the email when filing a claim.
Damaged/Defective item claims– will be filed with the shipping courier/manufacturers for an exchange or refund. We do not guarantee any exchange nor refunds from claims.
We do not refund nor exchange items that received damaged or defective due shipping process or manufacturer errors. (Example: minor paint defects on unopened figure)
Receiving the wrong item– If you received the wrong item, you can contact us via email at customercare@thepokeshoptoystoys.com. Please have your order number available with a full description of the error on our part with pictures attached. Once approved we will send you a complimentary return label with instructions to send the item back to us. You will have the options of a full refund or an exchange of the same item or one of equal value.
Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a refund or exchange.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@thepokeshoptoys.com and send your item to: PO BOX 148 Sanford FL 32772
To return your product, you should mail your product to: PO BOX 148 Sanford FL 32772
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.