Refund policy
We have a 14-day return policy, which means you have 14 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, unused, and in its original (and sealed) packaging. You’ll also need proof of purchase (order confirmation).
To request a return, login to your Poke Zone account here (if you do not already have one you must create one):
- Select an order from the "Confirmed" tab that you want to return an item from.
- Click the "Request return" button in the top right.
- Select which item(s) you would like to return.
- Choose a return reason for each and leave an optional note to tell us more info.
- Click the "Request return" button on the right side to submit your return request.
We will respond to return requests within two business days. Do not ship any items back to us without our authorization.
Alternatively, you can contact us at returns@pokezone.ca for assistance requesting a return.
In most cases, returns will be at the buyers expense. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon receiving it 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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Under no condition will we be able to accept a return for products taken out of their retail packaging (eg. ripped plastic seal).
Additionally, products from the following collections are final sale:
- Clearance
- BREAKS!
- Mystery Boxes
- Singles
- Shipping Fees & Charges
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.
Cancellations
We receive the right to cancel any order for any reason with or without notice. If this occurs, you will be refunded your entire order cost to your original payment method.